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Order, shipping, delivery, and what to expect

We are a modern sustainable furniture brand offering a wide selection of solid wood pieces that we craft by hand here in Central America. We wrote this article to provide you with an in-depth understanding of what to expect when placing an order. We believe it is vital for everyone to be well-informed before becoming the proud owner of one of our designs. Below we’ll discuss the steps after you submit your order, production timeline, shipping and delivery, as well as reimbursements and replacements.

Ordering your new piece

We recognize that the idea of ordering bespoke furniture can be a bit overwhelming. That’s why we’ve designed our ordering process to be as uncomplicated and user-oriented as possible, incorporating a variety of options for maximum convenience. 

We have live chat agents available to assist 7 days a week during business hours and hey are more than happy to help you with placing an order or answering questions about our products, materials we use, reforestation efforts, or anything else. Need assistance outside of our chat hours?  Please send an email to support@masayacompany.com and we will respond within 24 hours (during weekdays).

We offer various payment and financing alternatives, like Affirm, to guarantee a hassle-free furniture purchasing experience. Our financing options are designed to accommodate any budget and preferences.

When you decide to place an order with MasayaCo, we always strive to ensure a smooth and enjoyable experience. Our goal is to produce furniture that seamlessly integrates into your space.

Production timeline

At MasayaCo, we take great pride in handcrafting beautiful and sustainable furniture. We begin by harvesting our teak wood from our reforestation efforts that maintain the highest ecological standards. After the teak is harvested, it is milled into lumber and dried in our kilns. Once the wood is dry, skilled local artisans make each piece of our furniture by hand before it is shipped to your door. Each item is crafted with attention to detail, resulting in furniture that’s both visually appealing and long-lasting. 

Now, let's talk about timelines.

In stock in the US

We keep a supply of popular items in stock in the US. These items are available for quick shipping which means after purchase, they will ship out within five to ten business days.

In stock in Managua

We have a warehouse at our factory in Managua and these items are available to purchase online. When you buy an item that is listed as “In Stock in Managua” it will be added to our next out-going weekly container shipment. Lead time on In Stock in Managua items is typically 3-6 weeks.

Made to order

We are a small company with a large catalog. Any item that is not kept in stock can be ordered as “Made to Order.” Our goal with Made to Order items is to ship within eight to twelve weeks. Typically, 10 -14 weeks is the to door delivery on items that are Made to Order. The final order duration may fluctuate depending on the order size, customizations, and intricacy.

Running a small manufacturing facility in Nicaragua where everything is handmade from teak that we grow does have its challenges. Although we strive to adhere to our production schedules, certain delays or complications may occur. When unexpected delays occur, we ask for your patience. If we foresee any hold up on your order we will do our best to communicate to you ahead of time and do what we can to accommodate your situation. We want you to be happy with your order.

Shipping and delivery

We know that shipping and delivery can be a major concern when making a purchase, especially when it comes to large purchases like furniture. As a sustainable furniture company, reducing our carbon footprint plays a major role in our shipping process. 

One of the reasons we ship from Central America is to reduce the overall fossil fuel emissions compared to shipping from countries like China. Additionally, Central American nations like Nicaragua, Costa Rica, Guatemala, and Honduras are actively working to diminish their carbon footprint by endorsing renewable resources and implementing sustainable practices. 

We collaborate with reputable local delivery companies to ensure that your package is handled with care and promptly delivered. Depending on your location and shipping preferences, we offer a variety of estimated delivery times to ensure that you receive your package when you need it.

Most of our items are shipped as LTL Freight. Because of this we require your phone number as part of your shipping address to ensure smooth communication with the shipping carrier as your carrier will reach out to you to schedule a delivery appointment. Once your order ships, we'll send you a confirmation email that contains a tracking link to monitor the delivery. This way, if there are any problems, you can reach out directly to the carrier’s customer service for immediate assistance. 

Our published online shipping rates are for standard curbside delivery. This means the carrier will drop off the item at your door and you will need to unpack and carry inside. If you want to upgrade your delivery to white glove, let us know and we can quote and arrange it for you.

If you have any questions or concerns about your delivery or return, don't hesitate to reach out to us. We're here to help and ensure that your MasayaCo experience is a positive one.

Returns and exchanges

While we want you to be completely satisfied with your purchase, we understand that you may need to return or exchange an item. 

Contact our customer service team to initiate a return or exchange, and we'll guide you through the process. Please note that all returns and exchanges must be made within seven days of receiving your order, and items must be received in their original condition.

We take great pride in providing a satisfaction guarantee on all our products. This means if you’re not satisfied, we can offer a refund (excluding shipping fees) within seven days of receiving the product. 

However, there is a 15% restocking fee based on the item’s retail value that will be applied to cover return shipping expenses. Customers are responsible for retaining the original packaging or providing their own equivalent packaging for all returns. 

For a full refund, we must receive the item in a condition suitable for resale. 

Our shipments are 100% guaranteed insured. This means that products damaged during shipping are eligible for exchange or repair at no additional cost. 

In stock items can be canceled within the first three days after purchase and made to order items can be canceled within the first three weeks after the purchase date. If orders are canceled after the grace periods, buyers will be responsible for a 15% restocking fee.

Reach out if you have further questions

MasayaCo offers handmade, sustainable furniture with an easy and customizable ordering process. We prioritize customer satisfaction, and our payment and financing options make purchasing furniture a stress-free experience. 

Our production process takes time, but our skilled artisans create beautiful and durable furniture with eco-friendly and ethically sourced materials that you're guaranteed to love. 

Shipping and delivery are made easy with our domestic and international options, and our customer service team is here to help with any issues. If you need to return or exchange a product, our policies are designed to make the process as smooth as possible. We also offer a satisfaction guarantee, and our shipments are fully insured. 

Please don't hesitate to contact us if you're looking to place an order or have a question about an existing order.

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