Shipping, Returns & Refunds
Shipping Policy
MAS-EXPRESSS.COM offers products to customers in eligible destinations internationally. Available destinations, shipping methods, and charges are shown at checkout.
Order Processing
Orders are prepared after payment is confirmed. Please allow approximately 1–3 business days for processing. Processing may take longer during holidays, promotions, supplier delays, or high order volume.
Delivery Estimates
Delivery times vary by product, supplier, destination, carrier, customs processing, and local delivery service. Any estimate shown on a product page or at checkout is an estimate, not a guaranteed delivery date. Products may ship separately and arrive in separate packages.
Tracking
When tracking information is available, it will be sent using the contact details provided with your order. Tracking may take time to update after the parcel is handed to the carrier.
Customs, Duties and Taxes
International orders may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country. Unless stated otherwise at checkout, these charges are the customer's responsibility. Customs inspections can delay delivery.
Delays, Lost or Damaged Shipments
If tracking has not updated for an unusually long time, or your parcel arrives damaged, contact us with your order number and relevant photos. We will review the issue and work with the relevant shipping or fulfillment partner. Please report visible shipping damage as soon as reasonably possible.
Address Accuracy
Please check your shipping address carefully before placing an order. Address errors or missed delivery attempts may cause extra charges or delays. Contact us promptly if you notice an error.
Returns and Refunds Policy
We want you to be satisfied with your purchase. This policy does not limit any consumer rights that apply under applicable law.
Return Request Window
Contact us within 14 days after delivery to request a return. Returns must be approved before an item is sent back. Contact us through the Contact page on mas-expresss.com with your order number, the item, and the reason for the request. We will provide return instructions if approved. Do not send items to a supplier or any address without our instructions.
Condition of Returned Items
Unless an item is faulty, damaged, incorrect, or applicable law says otherwise, change-of-mind returns should be unused, unwashed, unaltered, in original packaging, and include tags, accessories, and parts. We may ask for photos to assess a reported problem.
Items That May Not Be Returnable
For hygiene, safety, personalization, or digital-delivery reasons, some items may not be eligible for change-of-mind returns, including used personal-care or intimate items, customized or made-to-order products, and digital products once delivered. Final-sale exclusions do not remove rights for faulty, misdescribed, or incorrectly supplied goods. All exclusions are subject to applicable law.
Return Shipping Costs
For a change-of-mind return or an order placed in error, the customer is generally responsible for return shipping and should use a trackable service. If an item arrives damaged, faulty, or incorrect, contact us before returning it so we can review the issue and explain the next steps. Original shipping charges and third-party fees may not be refundable for change-of-mind returns unless required by law or approved by us.
Refunds
Once an approved return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method where possible. Please allow approximately 5–10 business days after we process the refund for it to appear; your bank or payment provider may take longer.
Damaged, Faulty, or Incorrect Items
Contact us as soon as reasonably possible after delivery. Include your order number, a description of the problem, and clear photos of the item and packaging where relevant. We will review the report and advise on an appropriate remedy, which may include a replacement, repair, or refund as required by applicable law.
Order Cancellations
If you need to cancel an order, contact us as quickly as possible. We cannot guarantee cancellation once an order has entered processing, been sent to a supplier, or shipped. Any statutory cancellation rights remain unaffected.
Contact Us
For shipping questions, return requests, or refund questions, use the Contact page on mas-expresss.com and include your order number. Please wait for return instructions before sending anything back. Nothing in this policy excludes or limits rights that cannot legally be excluded under applicable consumer-protection law.