Shipping policy

**USA SHIPPING POLICY**

When will my order be processed?

1. For orders under $15, we ship using a mailing envelope (without a tracking number), with an estimated delivery time of 5-15 days.

2. For orders over $15, we use USPS Ground (3-5 days), which includes a tracking number at no additional cost.

We ship locally within the USA to ensure the fastest possible delivery. The time frame for shipping depends on your location and the shipping method you select. Please note that all orders require 1-2 business days for processing, regardless of the shipping option chosen at checkout. 

Orders are processed Monday through Friday, excluding weekends and holidays. We do not offer same-day shipping. Please allow up to 2 business days for processing (e.g., if you place an order on Monday, it will likely ship by Tuesday or Wednesday). If you place an order on Friday, processing will likely begin the following Monday.

Once your order ships, you will receive a confirmation email with a tracking link. Please note that it may take up to 48 hours for the tracking information to update. If you do not see the confirmation email after 2 business days, please check your junk/spam or promotions folder. We are not responsible for delays caused by the carrier.

Important: If inaccurate or incomplete shipping addresses are provided, or if your order contains unverified details, there may be an additional processing delay of 1-2 business days. We encourage customers to review their shipping and billing information carefully before completing checkout.

Delivery Information:

Once your order is received, a confirmation email will be sent to you. Delivery within the USA typically takes 2-5 business days. For some areas outside the USA, delivery to the U.S. and Europe usually takes 9-14 business days.

We select the best shipping carrier and method based on the size and weight of your order. Most orders ship within 1-2 business days, provided the items are in stock. If any items are out of stock, our customer service team will contact you to discuss shipment options. You will only be charged for items that are shipped; back-ordered items will be charged when dispatched.

You can check your order status at any time via your account on our website at https://maisfamily.us or by contacting our customer support team at info@maisfamily.us.

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Customs and Taxes (USA)

The prices displayed on our website are in US Dollars and do not include taxes. You may be responsible for paying duties and taxes upon receiving your order.

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INTERNATIONAL SHIPPING POLICY

International Buyers (Outside USA)

We ship to most international destinations. Shipping costs and delivery estimates will be calculated at checkout based on your selected shipping method. You will receive a confirmation email with estimated delivery times after placing your order.

Customers outside North America should contact us before purchasing, as shipping costs vary by location. A set fee will be charged at checkout, and we will refund any difference after the transaction is complete.

By default, international orders are shipped via e-Post Small Packet mail service, without tracking. Tracked Parcel and Express services are available for an additional charge. Please use the shipping calculator on our cart page for location-based estimates. Additional import, customs, and sales taxes may apply, based on your country’s regulations.

Note: We are not responsible for lost untracked packages due to mishandling by shipping agents worldwide.

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PHYTO Certificates and Import Fees

Please note that we do not provide PHYTO certificates. If you require this documentation, an additional fee will apply. 

The buyer is responsible for all import fees, customs charges, package holding costs, and any missing shipments if insurance is not purchased. 

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Delivery Times (International):

International and military orders may experience delays due to processing times. Standard international shipping typically takes up to 2 weeks for delivery.

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Customs and Taxes (International):

We do not charge sales tax for international buyers, but you may be liable for import duties upon receiving your order. Import taxes, duties, and customs fees are determined by your country’s customs office and are the buyer’s responsibility. We are not responsible for any customs-related delays. Please contact your local customs office for more details.

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Shipping Costs:

Any applicable delivery costs will be calculated and added to your order total at checkout. Delivery charges are generally applied to lower-value orders and may vary during sale periods when prices are reduced.

**Please Note:**

- Shipping costs, when applied, are non-refundable unless the item is faulty.
- Certain countries (e.g., Slovenia, Switzerland, Poland, Estonia, Romania, etc.) must cover their own shipping costs, as applicable rates apply.

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Shipping Restrictions and Expedited Options:

Please note that UPS and FedEx do not ship to PO Boxes. No tracking is available for standard international shipping orders.

Expedited shipping is available for many items. Please contact us via our chat feature if you're interested in rush shipping for a specific product, and we will provide the applicable fees.

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Unclaimed, Stolen, & Returned Packages:

If a shipment is refused or cannot be delivered and is returned to us, it will be considered an unauthorized return. The customer is responsible for paying return shipping charges. If a package is stolen from your delivery location and you did not purchase a signature-required service, we are not liable for the loss.

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Changing a Delivery Address:

Once an order has shipped, any changes to the delivery address will incur a fee of 50% of the shipping cost, plus applicable taxes.

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Holiday Shipping Schedule:

We do not ship on the following US holidays:
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving and the following Friday
- Christmas Day

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Problem Reporting:

Any concerns must be reported via email to Mai's Family within 15 days of receiving the item. Reports of damaged or malfunctioning items may require detailed inspection reports.

SHIPPING PARTNERS: