Shipping policy

Order Processing

Orders are normally processed within 1–2 business days after an order is placed and payment is successfully confirmed. Business days exclude weekends and public holidays.

Processing may take longer during peak periods, public holidays, payment review, address verification, inventory checks, or other exceptional circumstances. If a material delay affects an order, we will contact the customer using the information supplied at checkout.

After dispatch, we will send a shipping confirmation email and tracking information when tracking is available.

Shipping Availability and Cost

Moira Mahjong ships to destinations accepted through our online checkout. Availability is determined by the complete delivery address entered at checkout and remains subject to carrier, customs, sanctions, import, and other legal restrictions.

Complimentary standard shipping is available on every order accepted through our online checkout. Any optional expedited or special service and its charge will be shown before payment.

If we cannot legally or reasonably ship an order, we may cancel it. Any amount collected for a canceled order will be returned to the original payment method.

Estimated Delivery Time

Standard delivery normally takes 7–15 business days after dispatch. This estimate does not include the 1–2 business-day processing period and is not a guaranteed delivery date.

Delivery can be delayed by customs, carriers, weather, public holidays, peak periods, remote-area limitations, incorrect address information, or other circumstances outside our reasonable control.

Carriers and Tracking

Orders may be handled by one or more international or local delivery partners. Tracking can take 24–72 hours after dispatch to activate or update. Tracking may temporarily pause while a package moves between countries or carriers; this does not necessarily mean the package is lost.

Shipping Address

Customers must provide complete and accurate recipient, address, postal code, telephone, and other delivery information at checkout. If an error is discovered, email info@moiramahjong.shop promptly. We will try to help but cannot guarantee changes after processing or dispatch.

To the extent permitted by law, the customer may be responsible for reasonable costs caused by an incorrect or incomplete address, failed delivery, refusal, or failure to collect a package.

Customs Duties and Import Taxes

International orders may incur customs duties, import taxes, VAT, brokerage fees, or other government charges. Unless checkout expressly states that these charges are included, they are not included in the product price and are the customer's responsibility. Customers should check local import requirements before ordering.

Delayed, Lost, or Marked-Delivered Packages

If the delivery estimate has passed, tracking has not updated for an unusual period, or a package is marked delivered but cannot be found, please:

  1. Check the delivery address on the order confirmation.

  2. Check the mailbox, property, reception area, household members, and neighbors.

  3. Contact the carrier when carrier contact information is available.

  4. Email info@moiramahjong.shop promptly with the order number and tracking information.

We will review the available information and, when appropriate, assist with a carrier inquiry. A replacement or refund will be determined after review and in accordance with applicable law.

Damaged, Defective, Incorrect, or Incomplete Orders

Inspect the order promptly after delivery. If it arrives damaged, defective, incorrect, or incomplete, contact us within 7 calendar days of the recorded delivery date and provide:

  • The order number;

  • A description of the issue;

  • Clear photos or video of the product;

  • Photos of the outer package and shipping label; and

  • Relevant tracking information.

Keep the product, product packaging, outer package, shipping label, and all components until review is complete. If the issue is confirmed to be a defect, shipping damage, incorrect shipment, or missing item for which Moira Mahjong is responsible, we will provide an appropriate remedy and cover reasonable return or replacement shipping costs.

The 7-day reporting request helps us investigate delivery and fulfillment issues and does not restrict rights that cannot legally be waived.

Returned or Refused Packages

If a package is returned because of an incorrect or incomplete address, failed delivery, refusal, failure to collect, or unpaid customs charges, reasonable return, customs, handling, or reshipping costs may be deducted from a refund or charged before reshipment to the extent permitted by law.

Returns and Contact

Eligible return requests may be made within 30 calendar days after delivery, subject to the Return and Refund Policy. Obtain return instructions before sending any item.

For processing, delivery, or tracking questions, email info@moiramahjong.shop. We normally respond within 2–5 business days.