Shipping policy

SHIPPING POLICY

Thank you for shopping with Mai Express. We work to process, package, and ship every order safely and promptly.

ORDER PROCESSING

Orders are typically processed within 1–2 business days after payment is successfully completed.

Business days are Monday through Friday, excluding federal holidays. Orders placed on weekends or holidays will generally begin processing on the next business day.

During periods of unusually high order volume, processing may take slightly longer. If there is a significant delay affecting your order, we will make reasonable efforts to contact you.

SHIPPING WITHIN THE UNITED STATES

Mai Express currently ships to eligible addresses within the United States.

Available shipping methods and applicable shipping charges will be displayed at checkout before you complete your purchase.

We may use USPS, UPS, FedEx, or another reputable shipping carrier depending on the size, weight, destination, and shipping service selected for the order.

DELIVERY TIMES

Estimated delivery times shown at checkout begin after the order has been processed and transferred to the shipping carrier.

Delivery dates are estimates and are not guaranteed unless the selected carrier service expressly provides a delivery guarantee.

Carrier delays caused by weather, holidays, transportation disruptions, or other circumstances outside Mai Express's reasonable control may affect delivery times.

SHIPPING COSTS

Shipping charges, when applicable, are calculated or displayed at checkout before payment.

Any free-shipping promotion will be subject to the terms stated with that promotion.

TRACKING

When tracking is available, customers will receive tracking information after their order has been shipped.

Please allow time for the shipping carrier to scan the package and update its tracking system.

ADDRESS ACCURACY

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please review your shipping information carefully before completing checkout.

If you notice an address error after placing your order, contact us as soon as possible at support@shopmaiexpress.com.

We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

If a package is returned to Mai Express because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the order can be reshipped.

LOST, MISSING, OR DELAYED PACKAGES

If tracking shows that your package has not been delivered within the expected delivery period, please contact us at support@shopmaiexpress.com so we can assist you in reviewing the shipment.

If tracking shows a package as delivered but you cannot locate it, please first check around the delivery location, household members, neighbors, building management, or other secure delivery areas where the carrier may have left the package.

We will reasonably assist customers with carrier inquiries or claims when appropriate. Responsibility for loss will be determined based on the circumstances and applicable law.

DAMAGED PACKAGES

Please inspect your order promptly after delivery.

If your merchandise arrives damaged, defective, incorrect, or materially different from its listing description, contact us as soon as possible at support@shopmaiexpress.com.

Please retain the item, original packaging, shipping materials, and photographs of the package and merchandise, as these may be necessary to investigate the issue or submit a carrier claim.

Please refer to our Return and Refund Policy for additional information regarding damaged or incorrect merchandise.

MULTIPLE-ITEM ORDERS

Orders containing multiple items may occasionally be shipped in more than one package.

If your order is divided into multiple shipments, you may receive separate tracking information for each package.

LIMITED-QUANTITY ITEMS

Some Mai Express products may be available in limited quantities or sizes.

If an inventory error results in an item becoming unavailable after an order is placed, we will notify you and issue an appropriate refund for the unavailable item.

INTERNATIONAL SHIPPING

Mai Express does not currently offer standard international shipping unless an international shipping option is specifically made available during checkout.

If international shipping is offered in the future, customers may be responsible for applicable customs duties, import taxes, brokerage charges, or other fees imposed by the destination country unless otherwise stated.

ORDER CHANGES AND CANCELLATIONS

If you need to request a change or cancellation, contact us as soon as possible at support@shopmaiexpress.com.

We will make reasonable efforts to accommodate the request, but we cannot guarantee changes or cancellations once an order has entered processing or has been shipped.

RETURNS

Shipping associated with returns is governed by our Return and Refund Policy.

Unless an item arrived damaged, defective, incorrect, or materially different from its listing description, the buyer is responsible for eligible return shipping costs.

Please contact Mai Express before returning an item.