Shipping and Return Policies
Shipping policy
Shipping + Handling
Orders are processed and shipped within 3-5 business days of purchase unless otherwise noted in the product description. If you purchase multiple items and one is noted as a backorder, all items will ship together at the later date. Otherwise, please contact our customer service team to arrange separate shipments.
We currently only ship within the contiguous U.S.
Please note that our warehouse does not ship on weekends or holidays. Also, transit times do not include Saturday, Sunday, or holidays. Transit times typically range 2-7 business day days, depending on the shipping method and delivery destination. We cannot replace missing or stolen packages at this time.
You will receive your shipping confirmation email as soon as a label is created for your order, and the tracking status of your shipment may take up to 72 hours once a label has been created.
Refund policy
Return & Exchange
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. As a small, growing business, we are currently unable to pay for return shipping. Customers are responsible for all shipping costs unless the item is deemed defective by us.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customercare@masaxmasa.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), hygienic products (sanitizers & soaps), and personal care goods (such as beauty products and perfume). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us for any return question at info@neographyla.com