FAQ'S

Abundant Creativity

Environmentally Friendly

High Quality And Efficiency

Safety and Compliance

Frequently Asked Questions

Orders & Payments

A:Only PayPal is supported. Payments use 256-bit SSL encryption. We do not store card numbers, CVV or other sensitive data. All data is processed by the payment provider to protect your privacy.

A: Requests are allowed only within 12 hours after order submission and before shipment. Two options: ① Log into your account and submit a request in Order Management. ② Email susheng@maiyemagic.com with your order number and requirements. We reply within 24 hours. No changes or cancellations will be accepted after 12 hours or once shipped. You may return or exchange items per our return policy after delivery.

A:Tracking will be available on our site 1–4 business days after purchase.
Steps: Log in → My Profile → My Orders → Click the Track button next to your tracking number.

Note: Delivery may be delayed by customs, bad weather, holidays or force majeure. Courier tracking updates can be delayed up to 2 days; please try again in 24 hours if no data shows. Contact susheng@maiyemagic.com if your package does not arrive on time.

Logistics & Delivery

A:All products ship from Shenzhen. Normal delivery time: 10–15 working days. Customs clearance and local delivery within the US take about 7–10 working days. Shipments may be delayed by 2–3 working days during major holidays in China and the US. We recommend placing your order 1~2 weeks in advance.Delivery only available for the contiguous United States. Excludes Alaska, Hawaii, Puerto Rico and Guam.

A: Shipping cost for orders to the contiguous US is calculated based on item weight and delivery address. Orders with a discounted total of $40 or above qualify for free shipping.

A:Cross-border packages may stall for 1–3 days due to customs inspection or sorting, which is normal.

  1. Log in and get your tracking number in Order Management to check on courier websites (e.g. USPS). Updates may delay 12–24 hours; retry later if no data.
  2. If no updates for 5 consecutive business days, email support with your order number, tracking number and stall start time. We will verify the package status and reply within 24 hours.

Duties & Taxes

A: US CBP decides duties/taxes under HTSUS. Each item has a unique HTSUS code to calculate tax rates.
Once the package arrives in the US, the courier (e.g. USPS) will notify you. You must pay taxes before receiving the parcel.
Buyers are responsible for all import duties and taxes on US-bound orders.

Returns & After-Sales Service

A:Returns & exchanges are only accepted for defective products. Cross-border shipping is costly and complex, so non-quality issues (personal preference, size mismatch, change of mind, etc.) are not eligible.

Time limit: Submit request within 30 calendar days after delivery (per logistics system record).
Valid quality issues: Damaged on arrival, wrong/missing items, material inconsistent with description.

Process: Email susheng@maiyemagic.com to apply → reviewed within 24hrs → return to the exclusive address provided after approval. Do not ship to other addresses.

Return shipping: We cover the cost, up to $15 reimbursement. You pay upfront; excess is on you. After delivery, send order number, tracking number and shipping receipt. We will refund the shipping fee in 3 working days.

Refund timeline: Refund initiated 3–5 working days after warehouse inspection approval. PayPal funds arrive in 1–3 working days. Failed inspection: item sent back with no refund.

Non-returnable: Custom products, holiday goods ordered within 7 days before festivals, manually damaged items, non-quality related returns.

A:Order cancellation or address change is only available before the package is dispatched. Once shipped, we cannot modify or cancel your order. Please email us immediately if you need changes.

Account & Privacy

A:We follow the minimum-data rule and comply with CCPA & GDPR. Your personal data will never be sold or shared with third parties without your consent.

Registration needs:

  • Valid email (login, order & after-sales notices)
  • Custom password (8–20 characters with letters and numbers)
  • Shipping name, address, zip code and phone (editable at checkout)

Data usage: ① Order processing & delivery notifications (required, cannot unsubscribe) ② Occasional new product/promo emails. Unsubscribe link included in every email.

A:

Use our self-service password reset:

  1. Go to login page and click “Forgot Password”.
  2. Enter your registered email and send reset link.
  3. Open the reset email (arrives in 5–10 mins) and click the link.
  4. Create your new password (8–20 chars, uppercase + lowercase + numbers) and submit.

Notes:

  • Reset link is valid for 24 hours.
  • If no email within 15 mins, check spam folder and verify your email spelling.
  • If still no email, contact susheng@maiyemagic.com with your registered email for manual reset; we respond within 24hrs.

A:We safeguard your shopping interests with these measures:

  1. 30-day after-sales protection for all products.
  2. Dedicated US customer service (EST 9:00–18:00), reply to emails within 24 hours.
  3. Logistics guarantee:
    • Lost packages: choose free reshipment or full refund (item + shipping cost, 3–5 working days).
    • Logistics delay (over 3 days beyond your shipping option’s timeline): $5 store coupon (valid 30 days).
  4. Pre-shipment quality inspection to ensure intact goods.

We focus on the R&D of creative stationery, funny decor and festive supplies, with a focus on addressing customers’ pain points such as homogeneous design, safety concerns, cumbersome procurement and delayed services, so as to meet customers’ procurement needs.

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If Any Questions, Contact us anytime

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