Shipping Cost
Standard shipping rates include curbside delivery. If upgraded delivery service is required, please contact our team for a quote.
Handmade-to-Order
All items ordered from MasayaCo.Trade are Handmade-to-Order and ship in 8-12 weeks. If you require a quicker delivery, please contact our team and we will do our best to expedite your order.
Return & Cancellation Policy
All items ordered from MasayaCo.Trade are Handmade-to-Order/Custom items and we do not accept returns of these custom items.
NOTE: Shipment delays do not qualify an order to be canceled or returned.
If an exception is made, all returned items are subject to a 15% restocking fee and original shipping charge is non refundable. Any returns and/or cancellations are at MasayaCo’s discretion.
If you are not satisfied with your purchase, please contact our customer service team.
Damaged Products
All MasayaCo shipments are insured. Products damaged during shipping are eligible for exchange or repair at no additional cost to you. We partner with select carriers to ensure smooth, hassle-free deliveries. For more information on deliveries, feel free to contact our customer service team at 615-697-3014.
Non Refundable Items
Custom furniture and items purchased as final sale cannot be returned or exchanged. Custom order production lead times are based on an estimate and will be followed up by the Sales and Customer Service teams.
MasayaCo does not accept returns or cancellations on the following items: custom orders, custom upholstery, custom cushions, or customer's own material (COM) pieces.
All items purchased at our outlet/clearance locations and floor models purchased in our showrooms are sold "as is," without warranty, and cannot be returned.
All returned items are subject to 15% restocking fee and shipping is non refundable.
Returns are refunded to the original payment form for the merchandise price, minus the applicable return shipping fees. Please allow 2 to 3 weeks for credit processing after items are received at our facility. The timing of the refund may depend on the policies of your financial institution and method of payment used.
Taxes charged are refunded in accordance with state and local laws.
Gifted merchandise can only be returned for MasayaCo credit minus the applicable restocking fees.
Delivery
Delivery Scheduling. All deliveries are scheduled ahead of time between the carrier and customer. Re-scheduling a delivery due to customer non compliance after the carrier has been programmed and has departed from the warehouse might be subject to additional charges and said charges are transferable to the customer.
Delivery. Our services include curbside delivery.
Clients must always sign the Proof of Delivery (POD). In case of items received with damage, the client MUST include the note “Damaged” in the POD at the time of receipt.
Claims for damaged articles must be submitted within 5 days after the items were received.
White Glove Delivery. We suggest choosing the White Glove Delivery option for big, heavy items. This service implies an additional cost and will be quoted per case. This option can be quoted directly with your customer service representative, or with a company of your choosing.
Contact the Customer Service team at customerservice@masayaco.trade