Shipping policy

Effective Date: May 28, 2026
Last Updated: May 28, 2026

This Shipping Policy explains how orders placed through Mahj Palazzo are prepared, shipped, and delivered. Our goal is to provide a clear, polished, and reliable ordering experience while setting transparent expectations around production, delivery estimates, carrier timing, and customer responsibilities.

For questions about your order, please contact us at hello@mahjpalazzo.com.

1. Order Production and Processing Time

Each Mahj Palazzo order is prepared with care so your pieces arrive thoughtfully packaged and ready for your table.

Our Mahjong mats and related Mahjong/tabletop accessories may be made to order or custom-prepared specifically for you. Because of this, production time is separate from shipping/transit time.

Unless a different timeline is stated on the applicable product listing, at checkout, or in your order confirmation, production typically takes approximately 3–5 business days before your order is ready to ship.

For purposes of this Shipping Policy, “business days” means Monday through Friday, excluding weekends and public holidays.

During holidays, product launches, high-volume periods, or other periods of increased demand, production or processing times may be slightly longer. If a significant delay affects your order, we will do our best to keep you updated.

2. Made-to-Order and Custom-Prepared Products

Because many of our products are made to order or custom-prepared for each customer, production may begin shortly after purchase.

Once an order has entered production, we may not be able to modify, cancel, reroute, or combine the order. If you need to request a change, cancellation, or order combination, please contact us as soon as possible at hello@mahjpalazzo.com.

Requests are reviewed on a case-by-case basis and are not guaranteed once production, fulfillment, or shipment has begun.

3. Shipping Rates

Shipping rates are shown at checkout before your order is placed.

The shipping rate shown at checkout will reflect the shipping option available for your order at the time of purchase. We do not currently offer multiple shipping speeds or expedited shipping options unless a different option is expressly shown at checkout.

4. Estimated Delivery Time

Unless a different delivery estimate is stated on the applicable product listing, at checkout, or in your order confirmation, estimated delivery is approximately 8–15 business days after production is complete and your order has shipped.

Production time and carrier transit time are separate. This means the total estimated timeline may include both a production/preparation period and an estimated delivery period after shipment.

Delivery timelines are estimates only and are not guaranteed arrival dates. Actual delivery time may vary depending on the carrier, destination, weather, holidays, high-volume periods, customs processing where applicable, or other circumstances outside our direct control.

5. Tracking Information

Once your order ships, you will automatically receive a shipping confirmation email with tracking information through Shopify.

Please allow time for the tracking link to update after the carrier receives the package. In some cases, tracking may take 24–72 hours to show movement or reflect the most current delivery status.

Once an order is in transit, the carrier’s tracking page will usually provide the most current shipment information.

6. Delivery Estimates and Carrier Delays

We do our best to meet the timelines described in this Shipping Policy, the applicable product listing, checkout, and your order confirmation. However, estimated delivery dates may vary due to carrier volume, weather events, holidays, regional disruptions, customs processing where applicable, high-volume periods, or other circumstances outside our direct control.

Mahj Palazzo is not able to guarantee exact delivery dates unless a guaranteed shipping service is expressly offered and selected at checkout.

If your order appears significantly delayed or tracking has not updated for an unusual period of time, please contact us at hello@mahjpalazzo.com so we can help review the available tracking information.

7. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your shipping address carefully before placing your order. Incorrect or incomplete addresses may cause delays, failed delivery attempts, returned packages, or additional reshipping costs.

Once an order has shipped, we may not be able to reroute or update the delivery address. If you notice an address error after placing your order, please contact us immediately at hello@mahjpalazzo.com. We will do our best to assist, but changes are not guaranteed once production or shipment has begun.

8. Delayed, Lost, Returned, or Undeliverable Packages

If your package appears delayed, please first review the tracking information provided in your shipping confirmation email. Carrier tracking may take time to update and may occasionally show delays during high-volume periods, holidays, weather events, or regional disruptions.

If your package appears to be lost in transit, please contact us at hello@mahjpalazzo.com. We may review the tracking information and, where appropriate, help initiate or support a carrier investigation.

Lost package situations are reviewed on a case-by-case basis. Depending on the circumstances, product availability, carrier review, and applicable policy terms, Mahj Palazzo may offer a replacement, refund, store credit, or another appropriate resolution.

If a package is returned to sender because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, or another delivery issue outside Mahj Palazzo’s direct control, additional shipping fees may apply before the order can be resent.

9. Packages Marked Delivered but Not Received

If tracking shows that your package was delivered but you have not received it, please check the delivery area, mailbox, front desk, parcel locker, mailroom, building office, neighbors, or household members who may have accepted the package.

If you still cannot locate the package, please contact us at hello@mahjpalazzo.com so we can help review the available tracking information and advise on possible next steps.

Packages marked as delivered by the carrier may require further review with the carrier before any replacement, refund, store credit, or other resolution can be considered.

10. Damaged or Incorrect Orders

Each order is carefully prepared for shipment. If your order arrives damaged or incorrect, please contact us within 7 days of delivery at hello@mahjpalazzo.com.

Please include your order number and clear photos of the item, packaging, and any visible damage or issue. This helps us review the matter promptly and determine the appropriate next steps.

Resolution may depend on the nature of the issue, product availability, carrier review, and applicable policy terms. Where appropriate, Mahj Palazzo may offer a replacement, refund, store credit, or another suitable resolution.

11. Domestic Shipping

Our current primary shipping market is the United States.

Shipping availability, timelines, and rates will be shown at checkout. If a shipping option is not available for your address at checkout, we may not currently be able to ship to that destination.

12. International Shipping

At this time, Mahj Palazzo’s primary market is the United States.

International shipping to Canada, Europe, or other destinations may be enabled in the future if available at checkout. If international shipping is available at checkout, shipping rates and estimated delivery times may vary by destination.

We do not claim to ship internationally unless international shipping is expressly available at checkout.

13. Customs, Duties, Tariffs, and Import Taxes

For orders shipping outside the United States, where applicable, customs duties, VAT, import taxes, tariffs, brokerage fees, handling fees, or other destination-specific charges may apply.

These charges are determined by the destination country, customs authority, carrier, or applicable service provider. Unless otherwise stated at checkout, such charges may be the customer’s responsibility and may be due before delivery is completed or before a package is released.

Mahj Palazzo does not control customs processing times or destination-specific import charges.

International shipping terms, duties, taxes, tariffs, customs fees, and related customer responsibilities should be confirmed before international shipping is enabled.

14. Holiday, Weather, and High-Volume Periods

Production and delivery times may be affected by holidays, public closures, severe weather, carrier volume, regional disruptions, customs processing where applicable, or periods of increased order volume.

We recommend placing orders early if your purchase is intended for a specific event, holiday, or gathering. Estimated delivery windows are provided as a guide and should not be treated as guaranteed arrival dates.

15. Order Changes, Cancellations, and Combined Orders

Because our products may be made to order or custom-prepared, order changes or cancellations may not be possible once production has started.

If you need to request a change, cancellation, or order combination, please contact us as soon as possible at hello@mahjpalazzo.com. We will review your request, but we cannot guarantee changes after an order has entered production, fulfillment, or shipment.

Orders may be combined after purchase only on a case-by-case basis and only if Mahj Palazzo confirms that the request can be accommodated before fulfillment or shipment.