Maoters Last-Mile Delivery Guarantee
Last Updated: October 4, 2026
This policy explains support during final carrier delivery and compensation for eligible delays beyond a confirmed last-mile delivery window. General delivery appointments and service terms are covered in our Shipping & Delivery Policy.
1. Core Last-Mile Delivery Guarantees
1.1 Support for Last-Mile Delivery Damage
- Coverage: We support claims for carrier-caused damage during final delivery, including damage caused by handling, impact or dropping.
- Claims & remedies: Reporting requirements, evidence, available remedies and refund processing follow our Returns & Refunds Policy. We will help coordinate the claim; the delay-compensation cap below does not limit approved damage remedies.
1.2 Compensation for Last-Mile Delivery Delays
- Eligibility: The carrier has confirmed a last-mile delivery window for your order, and the affected merchandise is delayed beyond that window for an eligible reason. General website estimates and earlier shipping stages are not confirmed last-mile appointments.
- Compensation: For each full 3 eligible business days of delay, compensation is 1% of the discounted merchandise amount paid for the affected item or items, capped at 5%.
- Calculation basis: Shipping, taxes, service fees and items delivered on time are excluded. If only one item is delayed, we calculate compensation for that item, not the entire order.
- Counting the delay: Counting starts on the first business day after the confirmed delivery window ends and stops when delivery is completed. Only completed eligible business days count. A later appointment set by the carrier does not by itself erase eligible delay already incurred.
- Business days: Monday through Friday, excluding U.S. federal holidays, based on the local time at the delivery destination.
- Excluded periods: Only periods actually caused by documented events beyond reasonable control, such as severe weather or government road closures, or by customer-requested changes or customer-caused delivery obstacles, are excluded. Ordinary traffic, carrier staffing, routing or scheduling delays are not automatically excluded.
- Limits & existing commitments: The 5% cap applies only to this last-mile delay compensation, not other applicable remedies. This update does not reduce any higher delivery-compensation commitment already applicable to an existing order.
Example: If the affected item cost $2,000 after discounts and the eligible delay is 7 completed business days, compensation is 2%, or $40. The remaining day does not form another full 3-business-day period.
1.3 Last-Mile Progress Communication
- Progress updates: Our support team can help clarify the available carrier tracking information and the current last-mile delivery status.
- Missed delivery windows: If a confirmed window is missed, we will follow up with the carrier to clarify the reason and the next delivery arrangement. Updated information is shared when confirmed; we do not promise unverified arrival times or minute-by-minute alerts.
2. How to Request Delay Compensation
- Contact us: Send your order number and a brief description of the missed delivery window. If the issue is already in an existing support conversation, continue in that conversation; there is no need to submit the same information again.
- Review & calculation: We check the order and carrier records, confirm the affected items, count the eligible completed business days and explain any excluded periods and the calculated amount. We may request appointment confirmation only if it is needed and not already available in our records.
- Payment: We will confirm the approved compensation amount and arrange payment. Payment methods and processing terms follow our Returns & Refunds Policy.
3. Scope & Exceptions
- Other sales channels: Orders placed through third-party platforms, such as Amazon or eBay, follow the applicable platform and seller terms.
- Earlier shipping stages: Warehousing, overseas transportation, customs clearance and inter-city transit are outside this last-mile delay-compensation program. Problems at those stages are still reviewed under the applicable Shipping & Delivery Policy, Returns & Refunds Policy or Warranty Policy; being outside this program is not an automatic rejection of other support.
- Delivery obstacles or refusal: Address, access, rescheduling and delivery-refusal issues are assessed under our Shipping & Delivery Policy and Returns & Refunds Policy. Only delay actually attributable to the customer is excluded from this compensation calculation; it does not make unrelated carrier-caused damage ineligible.
4. Contact Us
Tel: +1 949 685 3409 (WhatsApp Available)
Email: support@maoters.com
Name: Maoters Furniture INC
Address: 1401 21ST ST STE R SACRAMENTO, CA 95811
U.S. Eastern Time, Monday-Friday, 9:00 AM-6:00 PM. Priority support for last-mile delivery issues.