Maoters Delivery Guarantee

I. Three Core Delivery Guarantees

1. Damage Compensation Guarantee: If products are damaged during delivery (non-human-caused), after verification, we will offer two solutions—”free replacement” or “full refund”—with no additional costs to you.
2. Late Delivery Compensation Guarantee: For orders with a confirmed delivery timeframe (e.g., in-stock items delivered within 1–2 weeks, customized items within 6–8 weeks), if delays occur due to our logistics errors, we will waive 5% of the order amount for every 3 working days of delay (maximum 30% waiver).
3. Full Transparency Guarantee: From product shipment to final delivery, progress updates will be sent via SMS/email at every key stage (production completion, ocean freight arrival, warehouse sorting, delivery departure), eliminating the anxiety of “not knowing where the goods are.”

II. Scenario-Specific Delivery Guarantee Plans

1. In-Stock Products at U.S. Warehouses – “Express Delivery” Guarantee

• Timeline Guarantee: Orders will be shipped within 48 hours of confirmation, and delivered to all U.S. regions within 1–2 weeks (remote areas may take up to 1 additional week). Delays will trigger the “Late Delivery Compensation” policy.
• Pre-Delivery Confirmation: The delivery driver will call you 24 hours before delivery to confirm your available time, avoiding “missed deliveries.”
• On-Site Inspection Support: The driver will assist you with unpacking and inspection. If issues such as surface scratches or missing accessories are found, they will be documented on-site to initiate after-sales support, eliminating the need for follow-up communication.

2. Overseas Customized/Non-Stock Products – “End-to-End Escort” Guarantee

• Production Progress Updates: For customized products, photos/videos of production progress will be sent to you every 2 weeks (from raw material procurement to production completion), ensuring “what you see is what you get.”
• Ocean Freight Risk Coverage: If unforeseen circumstances in international ocean freight (e.g., ship delays, container damage) cause product delays or damage, we will prioritize allocating backup inventory for replacement or cover the full cost of re-production.
• Warehouse Transfer Quality Inspection: After products arrive at our U.S. warehouse, we conduct a second unpacking inspection (focusing on transportation damage). Delivery will only be arranged if no issues are found, preventing “problems from overseas shipments.”

III. Convenient Services During Delivery

1. Flexible Delivery Scheduling

• If you are temporarily unavailable to receive goods, you can contact customer service to reschedule delivery within 24 hours before the scheduled departure (rescheduling within 7 days is supported), eliminating the worry of “missing delivery and waiting another week.”
• For large furniture, “weekend delivery” can be scheduled (application required 3 working days in advance) to avoid the inconvenience of no one being available to receive goods on workdays.

2. Professional Delivery Assistance

• Heavy Item Handling Support: For furniture weighing over 50kg (e.g., wardrobes, solid wood dining tables), the delivery team provides “free delivery to the first-floor entrance.” If moving to upper floors is needed, an on-site upgrade with transparent fees is available.
• Packaging Disposal Service: Whether you upgrade to White Glove Service or not, delivery staff will collect and take away unpacked packaging waste (cartons, foam, tape), saving you from subsequent disposal.

3. Special Address Adaptation

• For addresses with “entry restrictions” (e.g., apartment/villa elevator size, corridor width), provide address details before placing an order. We will simulate the furniture entry path in advance to prevent “buying furniture that cannot be moved in.”
• For orders to U.S. territories (e.g., Guam, Puerto Rico), we arrange exclusive “territory-direct logistics” and inform you of additional timelines (2–3 weeks longer than domestic delivery) with no hidden delays.

IV. Rapid Response Mechanism for Delivery Issues

1. Feedback Channels: You can provide feedback via contact phone, WhatsApp, email, or the official website “online customer service” (Customer Service Hours: Monday to Saturday, 9:00 AM to 5:00 PM. Messages sent outside service hours will be prioritized for response in the next working period).
2. Simplified Evidence Requirements: Only “order number + problem photos/videos” are needed—no complicated forms. Customer service will directly coordinate with the logistics team for verification.
3. Solution Options: After verification, 2–3 solutions (e.g., replacement, refund, repair) will be provided. You can choose based on your needs, and implementation will start within 1 working day after confirmation.

V. Exclusive Guarantees for White Glove Delivery (Upgrade Service)

• Contactless Installation: Professional installers will bring tools to assemble furniture (e.g., wardrobe assembly, sofa setup) and clean up installation waste—no effort required from you.
• Position Adjustment Service: After assembly, furniture position can be adjusted according to your needs (e.g., centering the dining table, placing the wardrobe against the wall) to ensure it fits your space layout.
• 30-Day Installation Warranty: If furniture loosens or malfunctions due to installation issues, free on-site re-adjustment is available (installation services need to be scheduled during customer service hours).

VI. Guarantee Notes

1. This Delivery Guarantee only applies to orders placed through official Maoters channels. Orders from third-party platforms are subject to platform rules.
2. Issues caused by “non-our reasons” (e.g., incorrect address provided by you, missed scheduled delivery) do not trigger the above guarantees.
3. If you have questions about the Delivery Guarantee, you can contact us during customer service hours (Monday to Saturday, 9:00 AM to 5:00 PM) for confirmation. We will verify guarantee details in writing (via email).

VII. Customer Service Support

• Contact Phone: 3034357544
• WhatsApp: +1 (949) 685 3409
• Email (Dedicated to Guarantee Issues): support@maoters.com (Mark “Delivery Guarantee” in the email subject for priority handling during service hours)
• Official Website: www.maoters.com (Visit the “Delivery Guarantee” section to view cases and frequently asked questions)
• Customer Service Hours: Monday to Saturday, 9:00 AM to 5:00 PM