Shipping Cost
Standard shipping rates include curbside delivery. Please message us for upgraded delivery service.
In-Stock
In stock Items ship within 5-10 business days.
Made-to-Order
Made to order items ship in 8 -12 weeks.
At MasayaCo, we take great care in crafting, packaging, and delivering your orders. However, we understand that some products may become damaged during transit due to external factors. Therefore, we recommend that you personally receive your delivery and carefully inspect for any damages. If goods are damaged during shipping or present factory defects, we offer product repair, replacement and/or refund options.
Return Policy
Satisfaction Guarantee
If you are not satisfied with your purchase, we can offer a refund (minus the value for shipping) within 7 days from receiving the product. A restocking fee of 15% based on the retail value of the item will be applied to cover return shipping costs. All returned items will be subject to 15% restocking fee and shipping is non refundable.
Customers are responsible for retaining original packaging or supplying their own equivalent packaging for all returns. The item must be in pristine condition to issue a refund.
Damaged Products
All of our shipments are insured. Products damaged during shipping are eligible for exchange or repair at no additional cost to you. We work with local delivery carriers to ensure smooth, hassle-free deliveries. For more information on deliveries, feel free to call Customer Service at 615-697-3014.
Non Refundable Items
- Custom furniture and items purchased as final sale cannot be returned or exchanged. Custom order production lead times are based on an estimate and will be followed up by the Sales and Customer Service teams.
- MasayaCo does not accept returns or cancellations on the following items: custom orders, custom upholstery, custom cushions, or customer's own material (COM) pieces.
- All items purchased at our Outlet locations and floor models purchased in our Showrooms are sold "as is," without warranty, and cannot be returned.
- All returned items are subject to 15% restocking fee and shipping is non refundable.
- Returns are refunded to the original payment form for the merchandise price, minus the applicable return shipping fees. Please allow 2 to 3 weeks for credit processing after items are received at our facility. The timing of the refund may depend on the policies of your financial institution and method of payment used.
- Taxes charged are refunded in accordance with state and local laws.
- Gifted merchandise can only be returned for MasayaCo credit minus the applicable restocking fees.
Cancellation Policy
- In-stock items can be cancelled within the first 3 days after purchase date due to buyer’s remorse.
- Made to Order items can be cancelled within the first 3 weeks after purchase date due to buyer’s remorse (as expected lead times are 10-12 weeks).
- If cancelled after these grace periods, buyers are subject to a 15% restocking fee.
Delivery
- Delivery Scheduling. All deliveries are scheduled ahead of time between the carrier and customer. Re-scheduling a delivery due to customer non compliance after the carrier has been programmed and has departed from the warehouse might be subject to additional charges and said charges are transferable to the customer.
- Delivery. Our services include curbside delivery.
- Clients must always sign the Proof of Delivery (POD). In case of items received with damage, the client MUST include the note “Damaged” in the POD at the time of receipt.
- Claims for damaged articles must be submitted within 5 days after the items were received.
- White Glove Delivery. We suggest choosing the White Glove Delivery option for big, heavy items. This service implies an additional cost and will be quoted per case. This option can be quoted directly with your customer service representative, or with a company of your choosing.
Contact the Customer Service team at customerservice@masayacompany.com