Shipping policy

Thank you for shopping with MAHJOHA, operated by COZI MANUFEX LLC ("we", "us", "our"). This policy explains how and when your order ships, what it costs, and what to do if something goes wrong in transit.

1. Contact us first — we reply within 1 business day

If you have any question about your order or its delivery, please email support@mahjoha.com with your order number. We reply to every message within 1 business day. If you have not heard from us within that time, please resend your message or contact us on WhatsApp at +1 918 512 1052.

We would rather resolve a delivery problem with you directly than have you open a dispute with your bank. A bank dispute takes several weeks longer to settle, and we cannot reship or refund an order while one is open.

2. Where we ship

We currently ship to addresses within the United States, including [all 50 states / the 48 contiguous states]. [We also ship to P.O. boxes and APO/FPO/DPO addresses.] At this time, we do not ship internationally.

3. Shipping cost

Standard shipping is free on all U.S. orders. The shipping cost, if any, is always shown at checkout before you pay. There are no hidden handling fees.

4. Processing time

Orders are processed within [1–3] business days (Monday–Friday, excluding U.S. federal holidays) after payment is confirmed. Orders placed after [2:00 PM CST], on weekends or on holidays begin processing on the next business day.

During peak seasons, new product launches or major promotions, processing may take up to [2] additional business days. If your order will be delayed beyond this, we will email you.

5. Delivery time

Once dispatched, standard delivery typically takes 10–15 business days. In total, most orders arrive within 13 - 18 business days of being placed.

Delivery times are estimates provided by our carriers and are not guaranteed. Weather, carrier volume, holidays and remote delivery areas can occasionally add time.

6. Order tracking

When your order ships, we will email you a shipping confirmation with your tracking number and a link to follow your package. Please allow up to 48 hours for tracking information to update after you receive it.

If you have not received a shipping confirmation within [3] business days of placing your order, please check your spam folder and then contact us.

7. Shipping address

Please double-check your shipping address at checkout. If you notice a mistake, email us within 12 hours of placing your order and we will update it before it ships. After that, the order may already be in preparation and changes may not be possible.

We are not responsible for orders delivered to an incorrect address provided at checkout. If a package is returned to us as undeliverable because of an incorrect or incomplete address, we will contact you to arrange reshipment; reshipping costs may apply.

8. If your order has not arrived

If your order has not arrived within [20] business days of dispatch, contact us and we will reship it or refund you in full, at your choice.

If your tracking shows "Delivered" but you cannot find your package, please:
- Check around your property, with neighbors, your building's front desk or mailroom
- Wait 48 hours, as carriers sometimes mark packages delivered shortly before they arrive
- Contact us within [7] days of the delivery date so we can open an investigation with the carrier

We will work with the carrier to locate your package and keep you updated until the issue is resolved.

9. Damaged in transit

Please inspect your order on delivery. If your package or any item arrives damaged, broken, or with missing tiles or accessories, email support@mahjoha.com within 7 days of delivery with photographs or a short video of the item, the inner packaging and the shipping box.

Where we confirm the issue, we will replace the item or refund you in full at no cost to you, and we will send you a prepaid return label if the damaged item needs to come back to us. Reporting within 7 days allows us to open a claim with the carrier while it is still available. Please keep the original packaging until your claim is resolved.

10. Orders with multiple items

If you order several items (for example, a Mahjong set together with a mat or racks), they may ship in separate packages and arrive on different days. You will receive tracking information for each package.

11. Delays outside our control

We are not responsible for delays caused by carriers, severe weather, natural disasters, or other events outside our control. If your order is affected, we will do our best to keep you informed and help you get your order as soon as possible.

12. Returns

For returns and refunds, please see our Refund Policy. In summary, you may request a return within 30 days of delivery. Returns due to our error (damaged, defective, incomplete or incorrect items) come with a prepaid return label. For all other returns, return shipping is the customer's responsibility, as your original order shipped free.

13. Contact

MAHJOHA, operated by COZI MANUFEX LLC
Email: support@mahjoha.com
Phone / WhatsApp: +1 918 512 1052
Address: [30 N Gould St Ste N, Sheridan, Wyoming 82801, United States]
Hours: Monday–Friday, 09:00–17:00 CST