Modular L-Shaped Sectional Sofa

Maoters Shipping Policy

We are committed to providing you with a seamless shopping experience for high-quality furniture, and all orders come with free shipping throughout the entire process. Below is a detailed explanation of our shipping policy to help you clearly understand the full delivery workflow.

1. Shipping Area

Currently, we only offer shipping services to the contiguous United States (the 48 mainland states). Shipping to Alaska, Hawaii, Guam, Puerto Rico, and other U.S. territories is not available at this time.

2. Shipping Process & Methods

After your order is processed, the furniture will first be transported via international ocean freight, then transferred to our U.S. warehouses (assigned to either California or Georgia based on your delivery address to optimize efficiency). Once the items arrive at the corresponding warehouse and pass inspection, we will coordinate with local delivery carriers to ship the products to your doorstep—no shipping fees will be charged to you at any stage.

• Basic Delivery Service: Curbside delivery (carriers unload furniture at your front door, apartment lobby, or driveway; in-home moving, stair access, or assembly are not included, and no extra fees apply).
• Premium Delivery Service: White-glove delivery (for large furniture—includes room-specific delivery, stair access (confirm in advance if no elevator), unpacking, packaging disposal, and basic assembly (e.g., attaching table legs)). This service requires a separate fee; consult customer service for a customized quote when ordering.

3. Timeframes (All in Weeks, Excluding U.S. Federal Holidays)

The full delivery cycle has four key stages. Specific timeframes are as follows, with free shipping covering all stages:

Stage	Timeframe	Details
Order Processing	1–2 Weeks	All items (including custom-made ones) go through production, strict quality checks, and secure packaging. Complex custom orders (e.g., oversized furniture) may take longer—we will notify you separately.
Int’l Ocean Freight	5–7 Weeks	After shipment, goods take 5–7 weeks to reach a U.S. port (includes export/import customs clearance and ocean shipping). Delays from severe weather, route changes, or customs inspections will be communicated promptly.
Customs & Warehouse Transfer	0.5–1 Week	After passing U.S. customs, goods are transferred to our U.S. warehouse. Rarely, extra time may be needed for extended customs checks or port congestion.
U.S. Local Delivery	1–2 Weeks	After warehouse inspection, local carriers deliver to your address. Time varies slightly by region (faster for West Coast, slightly longer for East Coast).
Total Delivery Time	7–10 Weeks	Sum of the above stages. Due to large furniture production and international shipping, the cycle is relatively long—confirm this timeframe before ordering (free shipping is unaffected).

4. Additional Fees (Only for Special Cases; Basic Delivery is Free)

The following scenarios require extra fees (not shipping fees, but special service/scenario costs—we confirm the amount with you first):

• Delivery to remote areas (over 50 miles from the nearest local carrier hub, covering extra transport costs).
• Delivery requiring stair access (no elevator, goods need to go to floors above the first—extra labor costs).
• Special delivery needs (e.g., restricted entryways, vehicle height limits (below 3.3m), or deliveries to malls/construction sites—covering coordination costs).
• Truck-inaccessible addresses (e.g., narrow streets, no temporary parking—costs for small vehicle transfers).

5. Customs Duties & Taxes

Our product prices already include all U.S. customs duties and import taxes, and free shipping applies throughout. You do not need to pay extra fees for customs clearance or transportation upon delivery.

6. Order Tracking

To check your order status:

1. Use your unique order number on our official website’s “Track Order” page (link: https://www.maoters.com/track-order).
2. Contact online customer service with your order number for real-time updates.

Notice on Logistics Update Delays

Logistics information may have slight delays—tracking details usually appear only after the carrier picks up the shipment and delivers it to the warehouse. If no updates are found temporarily, contact customer service for the latest details.

7. Important Reminders

• Most furniture is custom-made. Once production starts, modifications or cancellations may not be possible (confirm order details carefully; no shipping fee refunds needed as shipping is free).
• Delivery progress, tracking updates, and important notices are sent to your registered email—check your inbox regularly (including spam).
• If a refund is requested for special service fee issues, only the service fee is refunded; standard bank handling fees are deducted (unrelated to free shipping).

8. Contact Us

For questions about shipping, tracking, or delivery:

• Email: support@maoters.com
• Phone: +1 949 685 3409 (U.S. Eastern Time, Monday–Friday, 9:00 AM–6:00 PM)
• Official Website: Visit https://www.maoters.com/contact-us to submit an inquiry or use online customer service.

Thank you for choosing Maoters. We appreciate your trust and patience, and will ensure smooth delivery with our high-quality free shipping service!

Maoters Return & Refund Policy

We strive to ensure the complete and timely delivery of all Maoters products. However, in the event of any unforeseen circumstances or if you have any questions, please contact our customer service team for assistance.

Returns or Exchanges Due to Quality Issues

We want you to be fully satisfied with your Maoters purchase. If the issue is caused by us, you may request a refund, exchange, or replacement parts under the following conditions:

1. Quality Issues or Defects: If the product has any significant quality issues or functional defects, we will offer a refund or exchange.
2. Incorrect Item: If you receive an item that does not match your Maoters order, you may request an exchange.

Exchanges for Non-Quality Issues

If you wish to exchange a Maoters item for personal reasons (e.g., size or color mismatch), please note the following:

1. Inspect the item within 3 business days of receiving it and report any damage or issues. Requests for exchanges will not be accepted after this period.
2. The item must be unused, in its original Maoters packaging, and include all accessories, tags, and manuals.
3. The customer is responsible for all shipping costs during the exchange process, including both return shipping and the cost of reshipping the Maoters item.

Exchange Process

1. Exchanges for Maoters products can be requested within 14 days of receiving the item.
2. Contact our customer service team via email at support@maoters.com with your Maoters order details (e.g., order number, product name).
3. Return the Maoters item following the instructions provided by customer service.
4. Once the Maoters item is confirmed to be in good condition, we will process the exchange.

Damaged Items Upon Arrival

If your Maoters item arrives damaged, please contact us within 3 days of receipt. Depending on the severity of the damage, we will offer an appropriate solution, such as a partial refund, replacement, or repair:

• For severe damage or Maoters items that are unusable, we will provide a full refund, replacement, or repair.
• For minor damage (e.g., scratches or dents that do not affect the product’s functionality), we may offer a partial refund, but a full refund will not be issued. Minor damage that does not impact the Maoters product’s normal use will not be eligible for a full refund.

Refusal and Damaged Packaging Guidelines

1. Refusal & Damaged Packaging Policy

Damaged Packaging but Intact Maoters Product: If the outer packaging of your Maoters item arrives damaged but the product itself is undamaged, please do not refuse the package. Instead, accept the delivery, take photos of the packaging, and contact our customer service team for assistance.

2. Responsibility for Refusal Without Prior Notice

If you refuse delivery of a Maoters item without first contacting our customer service, you may be responsible for return shipping costs, and it may affect your eligibility for a refund or exchange.

Non-Returnable or Non-Refundable Maoters Items

The following Maoters items are non-returnable and non-refundable, except in cases of verified quality issues caused by us:

1. Products returned due to customer errors (e.g., customer-caused damage, stains, missing items) related to Maoters purchases.
2. Made-to-order or personalized Maoters items: All custom Maoters products (e.g., personalized office furniture).
3. Maoters products with potential shipping damage due to irreversible packaging: Items where the original Maoters packaging has been altered or product identification codes/tags have been lost.
4. Used Maoters products: Any Maoters items that have been used.
5. Clearance Maoters items: All Maoters clearance products.
6. Seasonal Promotion Maoters Items: All Maoters seasonal promotion products (including summer sales) are non-returnable and non-refundable unless there is a verified quality issue.
7. Maoters products with installation marks: Items (e.g., wooden office furniture) that may have installation marks affecting their resale condition.
8. Maoters products with minor scratches: Items with minor scratches that do not affect functionality.
9. Maoters products with minor color variations: Items where the actual color may differ slightly from what is displayed on the Maoters website.
10. Maoters products with minor size differences: Items with size differences of less than 0.5 inches.
11. Opened and used Maoters items: Items cannot be returned, exchanged, or refunded unless they are defective and damaged (caused by us).

Important Note on Product Color

The actual color of Maoters products may differ from the images displayed on our website. If you have any concerns about this, feel free to contact our customer service team to request real Maoters product images for reference.

Refund Policy and Additional Fees

Please note: Exchanges for Maoters items may be requested within 14 days of receipt. Please inspect the item upon delivery and report any issues to Customer Service within 3 days.

1. If you receive a damaged Maoters item, we will assess the severity of the damage to determine if it qualifies for compensation and the amount:
   1. For minor damages (e.g., scratches or small dents), we will negotiate a refund of 2%-10% of the Maoters order amount.
   2. For significant damages, we will discuss with you whether you wish to keep the Maoters item. If you choose to keep it, we will offer compensation of 50% of the order amount.
   3. Additionally, if applicable, we may offer a replacement Maoters item at no extra cost.
2. Shipping charges for the original Maoters order are non-refundable.
3. If you request to cancel your Maoters order after placing it due to personal reasons (e.g., no longer wanting the item, dissatisfaction with delivery time), a cancellation fee will apply:
   1. If the Maoters order is canceled before production, the customer will receive a full refund minus a 5% non-refundable credit card fee.
   2. If the Maoters product is in production or completed but not yet shipped, the cancellation fee will range from 20%-50% of the order amount.
   3. Once the Maoters product has shipped or is in transit, an 80% cancellation fee will be applied.
   Important Note: Maoters products will start production 48 hours after the order is placed.
4. If a returned Maoters item is found to be damaged upon arrival at our facility, we will deduct the cost of the damages from your refund.
5. For damages to Maoters items caused during assembly or disassembly:
   • Small replacement parts can be sent at no charge.
   • Larger parts may incur additional charges.
   • We do not cover any installation costs or refund requests related to Maoters installation fees.
6. If incorrect shipping information is provided by the customer, or if re-delivery or multiple installation attempts are required due to customer actions for a Maoters order, any associated costs will be the responsibility of the customer.
7. If you wish to change the color, size, or style of your Maoters order after production has begun, the following fees will apply:
   1. Prior to shipping, a 20% change fee will be charged.
   2. After shipping has started, a 50% change fee will be charged.

Steps for Initiating a Return for Maoters Items

1. Contact our customer service team at support@maoters.com to start the Maoters return process.
2. Inform us of your return request, including your Maoters order details and reason for return.
3. Our customer support team will guide you through the Maoters return process and provide necessary instructions.
4. Arrange for the Maoters furniture pickup or return shipping.
5. We will receive your returned Maoters furniture and inspect its condition.
6. Refunds will be processed and returned to your payment account once we have confirmed the Maoters return request.

Additional Refund Notes

• The refund process for Maoters orders usually takes 7-10 business days after coordination with customer service.
• We kindly ask that you refrain from initiating a chargeback, as this can extend the Maoters refund process. If a chargeback is initiated, please be aware that credit card companies may take 2-3 months to resolve the issue.

Contact for Maoters Returns and Refunds

For any queries related to Maoters returns or refunds, please reach out via email at support@maoters.com