Maoters Shipping Policy

I. Core Shipping Commitments

• Full Customs Duty Coverage: All customs duties for your orders are covered by us—no unexpected customs fees will be incurred when shopping with Maoters.
• Precise Timing by Category: Shipping timelines are categorized by “product stock status” (In-Stock at U.S. Warehouses / Overseas Non-Stock) and “shipping method” (Standard / Fast). Regionalized timelines for overseas non-stock items ensure clarity.
• Full Transparency & Traceability: Exclusive tracking numbers are provided for each shipping stage, with proactive updates at key milestones (dispatch, warehouse arrival, 24 hours prior to delivery).
• Flexible Service Options: Standard shipping is offered by default, with an optional White Glove Service upgrade to meet diverse delivery needs.
• Proactive Issue Resolution: Clear guidelines are established for scenarios like shipping delays and receipt inspections to minimize communication costs.

II. Key Basic Shipping Rules

1. Delivery Address Restrictions & Special Instructions

• Undeliverable Addresses: Delivery to P.O. Boxes and military addresses (APO, FPO) is not supported.
• U.S. Territories: Please leave a note when placing an order. For example, if your address is in Guam or Puerto Rico, select “Guam” or “Puerto Rico” in the “Country” field during checkout.

2. Tracking Number Notification

3. Order Processing Time Rules

• Start Calculation: Processing time begins once you complete payment and your order is verified (a verification email will be sent after payment).
• Impact of Order Changes: If you modify your order after placement (e.g., adjust color, size, style, product, or delivery address), processing time will restart from the moment the order details are finally confirmed. An email with the updated estimated delivery time will be sent.
• Holiday Impact: Processing time may be extended during holidays, and we will notify you in advance.

4. How to Estimate Delivery Time

• Formula: Estimated Delivery Time = Processing Time + Shipping Time (shipping time varies by delivery address).
• Explanation of Estimated Delivery Date: Calculated based on your region, selected shipping method, and includes both processing and shipping periods.
• Potential Delay Factors: The Estimated Delivery Date may be affected by stock availability, processing capacity, or unforeseen events (e.g., strikes, natural disasters). We will notify you in advance if delays are anticipated.

5. Delays Not Our Responsibility

• Changes/corrections to contact information or delivery address after order placement.
• Re-specification of products (e.g., color, size changes) after order placement.
• Customs Inspection Delays: Customs authorities may conduct random or targeted inspections of cross-border shipments (e.g., verifying consistency with declared information and compliance with inspection and quarantine regulations) in accordance with import and export regulations. If your order is selected for inspection, you will need to wait for customs to complete unpacking inspections, document review, and performance testing (usually taking 15-40 business days, depending on customs workload and inspection complexity). Any delays during this period are part of normal regulatory procedures and are beyond our control.
• Missed first delivery attempt (if the courier attempts delivery within the Estimated Delivery Date, but you miss it, request pickup, or provide an invalid address).
  
• Delivery addresses in remote areas.

6. Final Interpretation Right

III. Shipping Categories & Timelines by Product Type

1. In-Stock Products at U.S. Warehouses (Domestic Direct Delivery)

• Shipping Process: Direct dispatch from U.S. domestic warehouses → Your delivery address (no international shipping steps).
• Dispatch Timeline: Items will be shipped within 48 business hours after order confirmation.
• Delivery Timeline: 1–2 weeks for all U.S. regions (covering West Coast, Central Region, and East Coast; no regional differences).
• Tracking Number: 1 “domestic freight tracking number” will be provided after dispatch.

2. Overseas Non-Stock Products (Including Customized Items)

• Shipping Process: Completed in 2 stages (Overseas Production → U.S. Warehouse → Your Address). Timelines (narrowed for better fit) are as follows:

• Special Notes:
  
  1. The above timelines refer to the delivery period “after production and dispatch”, excluding the basic production and dispatch cycle.
  2. 7–10 days of processing time (including requirement confirmation and stock verification) must be added to the above timelines.
  3. For customized orders, an additional 5 days must be added to the “7–10 days of processing time”.
  4. Fast Shipping requires consultation with customer service before ordering (some customized items may not be eligible).
  5. Unforeseen delays may occur due to weather, port congestion, etc.—we will update you on progress in real time.
• Tracking Numbers: 2 total (1. Ocean Freight Tracking Number → Tracks progress from overseas to U.S. warehouse; 2. Domestic Truck Tracking Number → Tracks progress from U.S. warehouse to your address).

IV. Shipping Service Types

1. Standard Shipping Service (Default, Covers All Products)

• Service Scope: Only includes “curbside delivery” or “ground-floor doorstep delivery”.
• Excluded Services: No in-home moving, stair carrying, unpacking, or installation.
• Oversized Items: For items over 87 inches (≈221cm) in length, you must arrange your own unloading assistance.

2. Upgrade Service: White Glove Service (Additional Fee Required)

• Delivery to a specified room (e.g., office, meeting room).
• Stair/elevator handling.
• Unpacking and disposal of packaging materials.
• Basic assembly (e.g., joining desk sections).

Note: Consult customer service before ordering to confirm coverage, pricing, and compatibility with Fast Shipping timelines.

V. Partner Shipping Carriers

• U.S. Domestic Shipping (for in-stock product delivery and domestic-stage delivery of overseas products): UPS Freight, XPO Logistics, ABF Freight, R+L Carriers, Estes, YRC, FedEx Freight.
• International Ocean Freight (for overseas non-stock products only): Matson, CMA CGM, COSCO.

VI. Special Scenario Handling

1. Scenarios with Additional Fees

• Delivery to remote/rural areas (beyond the default coverage of Standard Shipping).
• Delivery to special locations (e.g., shopping malls, construction sites, secured areas).
• Inaccessible delivery addresses (e.g., narrow roads, height restrictions, no loading zones).
• Failed delivery due to no recipient or invalid contact information, leading to re-shipping or storage.

2. Receipt Inspection & Refusal Rules

• Always inspect the outer packaging upon receipt. If the packaging is severely damaged, refuse delivery immediately.
• After refusing delivery, take clear photos of the damaged packaging and send them to our customer service email (support@maoters.com).
• You have the right to inspect items before signing for delivery—”inspect first, sign later” is your legal right, and you are not obligated to rush due to the driver’s request.

VII. Important Reminders

1. Provide an accurate delivery address, contact name, and phone number to avoid delays caused by incorrect information.
2. Consult customer service in advance if you wish to select Fast Shipping or upgrade to White Glove Service (to confirm details like fees and timeline compatibility).
3. For more shipping details, contact us directly.

VIII. Customer Service Support

• Email: support@maoters.com
• Official Website: www.maoters.com