FAQ'S

Abundant Creativity

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Safety and Compliance

Frequently Asked Questions

Orders & Payments

A:Currently, we only support PayPal, a third-party payment platform. Regarding payment security, the specific safeguards are as follows: All payment transactions are protected using industry-standard 256-bit SSL encryption technology. This technology encrypts sensitive information (such as card numbers, verification codes, etc.) during transmission, ensuring that the entire information transmission process is free from leakage and protects privacy.

Our system does not store any of your bank card information (including full card numbers, CVV codes, and expiration dates). After the payment is completed, the relevant information will be directly processed by the cooperative payment institution, eliminating the risk of data leakage from our side at the source.

A: Modifications or cancellations are permitted under specific time and status constraints:

Eligible conditions:You may submit a request within 12 hours from the moment the order is successfully submitted (and before the system status of the order is updated to “Shipped”).

Request channels:Self-service operation: Log in to your account → Enter “My Account” → Select “Order Management” → Find the target order and submit a modification/cancellation application.

Email application: Send an email to susheng@maiyemagic.com (with your order number and specific modification requirements in the subject line). We will respond to your request within 24 hours.

Ineligible scenarios:If more than 12 hours have passed since the order was submitted, or the system has marked the order as “Shipped” (i.e., the goods have been dispatched from the warehouse), modifications or cancellations will no longer be supported. In such cases, you may apply for a return or exchange in accordance with the after-sales policy after receiving the goods.

A:You can track your order on our website within 1-4 business days after purchase.

Steps:Log in to your account → My Profile → My Orders → Locate the specific order you wish to track → Click the “Track” button next to the tracking number.

*Actual delivery times may vary due to customs clearance, severe weather, public holidays, or other force majeure circumstances. If you have not received your package based on the above estimate, please contact the Support Center: susheng@maiyemagic.com.

*Couriers may sometimes take up to 2 days to update the tracking number and shipping information in their system. If this information is not yet displayed on the courier’s website, please try again after 24 hours.

Logistics & Delivery

  • Place of Shipment: All products are shipped from Shenzhen, China.
  • Delivery timeframes (under normal circumstances, excluding force majeure factors such as natural disasters and customs policy adjustments):

Standard delivery: 10-15 working days. Among this, customs clearance at U.S. ports and domestic transportation within the U.S. usually take 7-10 working days, with the remaining time being for warehouse processing and international transportation.

Express delivery: 7-12 working days. This service can be selected on the order confirmation page before payment, with an additional fee required. Express delivery uses air transportation, ensuring stable timeliness with no significant delays during non-holiday periods.

Holiday reminder: During major U.S. holidays (such as Thanksgiving, Christmas, Independence Day) or Chinese holidays (such as Spring Festival), logistics efficiency may be affected, and deliveries may be delayed by 2-3 working days. It is recommended that you place your order 1-2 weeks before holidays to avoid delays caused by logistics peak periods.

The aforementioned shipping areas are limited to the contiguous United States, excluding regions such as Alaska, Puerto Rico, Hawaii, and Guam.

A: The shipping fee rules for orders shipped to the U.S. mainland are formulated based on the product amount of the order (excluding taxes, insurance fees, and other additional charges), as follows:

If the product amount of the order is less than $59: A fixed shipping fee of $6.99 is required for Standard Delivery.

If the product amount of the order is $39 or more: Standard Delivery is free. This policy is supported by the cost optimization of China’s cross-border logistics network (including bulk transportation discounts and warehouse distribution efficiency improvements), which enables us to cover the shipping cost for eligible orders.

For Express Delivery: Regardless of the product amount of the order, a fixed shipping fee of $19.99 is required. This fee includes international air freight, customs clearance service fees, and domestic U.S. transportation fees.

A: Cross-border logistics may experience temporary stagnation due to factors such as customs clearance review or transit hub sorting, which usually lasts for 1-3 days and is a normal phenomenon. We recommend handling it in the following steps:

First, log in to your account → Enter “Order Management” → Find the target order → Obtain the logistics tracking number. Visit the official website of the corresponding logistics provider (e.g., USPS official website) and enter the tracking number to check the latest progress. Some logistics providers may have a 12-24 hour delay in information synchronization, so it is recommended to check again after 24 hours if no update is found.

If the logistics information still shows no update after 5 consecutive days (counting from the last updated time), please send an email to our customer service team. The email should include your order number, logistics tracking number, and the specific time when you first found the information stagnation. We will coordinate with the logistics specialists of the Chinese bonded warehouse within 24 hours to verify the package’s actual circulation status (e.g., whether it is stuck in customs clearance, whether it is in transit to the next hub) and feed back the verification results to you via email in a timely manner.

Duties & Taxes

A: Whether additional duties or import taxes are required depends on the product amount of the order and U.S. Customs regulations, with specific rules as follows:

For products purchased for non-commercial, personal use only:

If the product amount of a single order is less than $800 (excluding shipping fees and taxes), it is exempt from import duties in accordance with the “de minimis” rule of U.S. Customs, and no additional duties need to be paid.

If the product amount of a single order is $800 or more, import duties may be incurred. The specific amount of duties is determined by U.S. Customs based on the Harmonized Tariff Schedule of the United States (HTSUS)—each product corresponds to a unique HTSUS code, and the duty rate is calculated according to the code. You will receive a notification from the logistics provider (e.g., USPS) after the goods arrive in the U.S., and you need to pay the duty amount to the logistics provider before receiving the goods.

Supplementary notes:

The order confirmation page will display an “Estimated Tax Reminder”, which is calculated based on the common duty rate of the product category and the latest U.S. Customs policies. The actual tax amount shall be subject to the official notification issued by U.S. Customs.

If you need to split a single order with a product amount of $800 or more into multiple small orders to reduce the risk of incurring duties, you can contact our customer service team for assistance. Our Chinese bonded warehouses support an efficient order splitting process, and the split orders will be dispatched separately without affecting the delivery timeliness.

Returns & After-Sales Service

A:Returns and exchanges can be requested if specific criteria are met. The detailed time limits and process requirements are as follows:

Eligibility Criteria for Returns & Exchanges

Time Limit：

A return or exchange request must be submitted within 30 calendar days from the date when the logistics company’s system shows “Delivered”. If there is a discrepancy between the system date and the actual delivery date, the date of signature on the logistics waybill shall prevail.

Product Requirements：

✅ Unopened and unused products: The product and its accessories must be free of usage traces (e.g., no writing or drawing marks on stationery, no scratches or stains on fun decorative items, no assembly or disassembly of festive supplies), and the product itself must be undamaged.

✅ Intact original packaging: The product’s outer carton, inner shockproof film, accessory bags, and labels (such as product certification labels and price tags) must all be retained without tearing, folding, or soiling. Returns sent only in an express bag (without the original packaging) will be rejected by the warehouse.

✅ Intact labels: The product’s quality inspection labels, safety warning labels, and brand labels must not be torn or altered. Customized products are exempt from this requirement (however, customized products have separate return and exchange restrictions).

Scenarios Ineligible for Returns & Exchanges

❌ Customized products: Including but not limited to stationery printed with exclusive logos, decorative items with personalized text, and festive supplies in customized colors. Due to their uniqueness, customized products cannot be resold, so returns and exchanges are not supported.

❌ Festive supplies ordered within 7 calendar days before the holiday: For example, Christmas decorations ordered after December 18 (since Christmas is on December 25); Halloween props ordered after October 24 (since Halloween is on October 31). As the holiday approaches, returned products cannot be resold in a timely manner, so returns and exchanges are not supported.

❌ Products damaged due to personal use: For example, resin decorations cracked from accidental drops, stationery deformed due to improper storage, or festive supplies torn from incorrect assembly. Such damage is not caused by product quality issues, so returns and exchanges are not supported.

Before returning the product, please send an email to susheng@maiyemagic.com; otherwise, we will not process your request. Our customer service team will review the application and supporting documents within 24 hours. Upon approval, you will receive an email containing an exclusive return address and a return notice (which must be printed and attached to the outer carton of the return package). Do not send the return to any other address, as this may result in failure to receive the package and delay the return process.

A:The responsibility for return/exchange shipping costs and refund timeline is determined based on the reason for the return/exchange, with clear and transparent rules:

  1. Responsibility for Return/Exchange Shipping Costs

Scenario 1: Return/Exchange due to product quality issues

(e.g., the product is damaged upon receipt, the received product does not match the order (wrong model, missing accessories), or the product material is inconsistent with the description)

Cost Responsibility: We will cover all return shipping costs, but you need to pay the amount in advance. The maximum reimbursement for shipping costs is $15; if the actual shipping cost exceeds $15, you will be responsible for the excess amount.

Reimbursement Process: After the return package is confirmed as received (you can check the receipt status via the logistics tracking number), please send an email to susheng@maiyemagic.com. The email must include your order number, return logistics tracking number, and a screenshot of the shipping cost voucher (e.g., USPS payment voucher, which must clearly show the payment amount and transaction time). Our customer service team will verify the voucher within 3 working days and refund the shipping cost to your original payment account.

Scenario 2: Return/Exchange due to personal preference reasons

(e.g., “dislike the product style,” “product size does not meet personal expectations,” “change of purchase intention”)

Cost Responsibility: You will be responsible for all return shipping costs, including the cost of shipping the product from the United States to Shenzhen, China.

Logistics Recommendation: It is recommended to choose USPS Economy Logistics. The shipping cost is approximately $5–$10, and it provides full-process logistics tracking. This helps avoid the risk of package loss (if you use a package without tracking information, we cannot confirm the return status and will be unable to process the return/exchange). Please do not use regular mail (e.g., USPS First-Class Mail without tracking function), as it has no tracking capability and we cannot confirm whether the package is received.

  1. Refund Timeline

Time to Initiate the Refund

After the return package is received, a quality inspection will be conducted (to check if the product meets return criteria and if all accessories are complete). Upon passing the inspection, the refund will be initiated within 3–5 working days. You will be notified via email of the inspection result (passed/failed); if the inspection fails (e.g., usage traces are found on the product), the warehouse will send the product back to you and will not process the refund.

Refund Arrival Time

PayPal Payment: The refund will arrive in your PayPal account within 1–3 working days. After the refund is successful, PayPal will send an official notification email to your registered email address, and you can check the refund amount in your PayPal balance or transaction history.

A: For issues of “damaged fun decorative items” or “missing accessories of festive supplies” caused by product quality or logistics reasons, we offer a “No-Return Express Handling” solution — you do not need to send back the problematic items, which shortens the handling cycle. The specific process is as follows:

  1. Collect and Submit Supporting Documents (Within 48 Hours of Receipt)

Within 48 calendar days from the date when the logistics company’s system shows “Delivered”, you must send photos of the required supporting documents to susheng@maiyemagic.com. The email subject must be named in the format of “Order Number + Damaged Decorative Item” or “Order Number + Missing Festive Supply Accessories” to ensure customer service can quickly identify and process your request. The required photos are as follows:

For Damaged Fun Decorative Items

① Clear photos of the damaged part (showing specific damage, such as cracks, paint chipping, or deformation).② Photos of the entire product (showing the overall condition of the item to confirm it matches the product in the order).③ Photos of the logistics waybill (showing the order number, logistics tracking number, and recipient’s signature information).

For Missing Accessories of Festive Supplies

① Photos of all items in the package (lay out all received items to prove accessories are missing).② Screenshot of the “Accessory List” on the product detail page (clearly showing the names and quantities of the accessories that should be included).③ Photos of the logistics waybill (same as above, to confirm the package has been received).

  1. Customer Service Verification and Solution Confirmation

Our customer service team will verify the supporting document photos within 24 hours and send you an email to confirm the handling solution. You can choose one of the following two options:

Option 1: Free Reshipment of the Same Product or Missing Accessories

The reshipped items will be sent from Shenzhen, China, via standard shipping (taking 10-15 working days). After the items are shipped, we will send you a new logistics tracking number via email, allowing you to check the delivery progress in real time.

Option 2: Full Refund

The refund amount includes the full product price and the shipping fee you paid for the original order. The refund process is the same as the regular return refund process; the refund will be credited to your original payment account within 3-5 working days after it is initiated.

  1. Special Notes for Pre-Order Products

If the damaged item is a “pre-order product” and is temporarily out of stock (marked as “Out of Stock” on the product detail page), customer service will prioritize recommending the full refund option. If you are willing to wait for restocking, customer service will negotiate with the factory to confirm the restocking time (usually no more than 10 working days) and inform you of the specific reshipment time. You need to reply to the email to confirm whether you accept the waiting period; if no reply is received within 48 hours, we will automatically process a full refund.

  1. Important Reminders

If you do not report the issue within 48 hours of receiving the package, it may be impossible to determine whether the damage occurred during transportation (e.g., whether it was caused by improper storage after receipt) or whether the missing accessories are due to personal reasons. In such cases, we may require you to provide additional supporting documents (such as an unboxing video) to verify the issue. To avoid unnecessary disputes, we strongly recommend that you immediately check the integrity of the product and the completeness of accessories upon receiving the package, and only sign for it after confirming everything is in order. If you find the package is damaged, you may refuse to sign for it and first contact the logistics company to confirm the damage.

Account & Privacy

The account registration process adheres to the principle of “minimum necessary information collection”, and personal information is strictly protected in accordance with international privacy regulations:

Required registration information

To complete the account registration, you only need to provide the following necessary information, and there is no mandatory requirement to fill in irrelevant information (e.g., occupation, income):

A valid email address (used for account login, order confirmation, and after-sales notifications).

A self-set password (must meet the security requirements: 8-20 characters, including uppercase letters, lowercase letters, and numbers, to ensure account security).

A frequently used shipping address (including the recipient’s name, detailed street address, city, state, zip code, and contact phone number). This information is used to process order delivery and cannot be omitted, but you can modify it when placing an order if needed.

Personal information protection commitments

We strictly comply with the California Consumer Privacy Act (CCPA) and the General Data Protection Regulation (GDPR) (if you are located in the European Union or European Economic Area). We will never sell, rent, or share your personal information (including email address, shipping address, payment records, and order history) with any third parties (including commercial partners, advertising agencies, and data companies) without your explicit consent.

The only purposes for using your personal information are:

① Order processing: Including verifying the order information, arranging warehouse dispatch, and coordinating logistics delivery.

② Logistics notifications: Sending order shipping reminders, logistics progress updates, and delivery notifications to your registered email address (these notifications are necessary for order fulfillment and cannot be unsubscribed).

③ Occasional new product recommendations: Sending emails about new product launches, promotional activities, and holiday offers to your registered email address. Each recommendation email contains a “Unsubscribe” button at the bottom; clicking the button will stop sending such emails to you within 1 business day, and no additional operations are required.

A: You can reset your account password via the self-service function. The steps are clear and there are specific time limits:

Self-Service Password Reset Steps

Visit the website’s login page and click the “Forgot Password” link (located below the password input field).

Enter the email address used to register your account, then click the “Send Reset Link” button. The system will verify whether the email is associated with an existing account; if not, it will display the prompt “This email address is not registered”.

Check your email inbox: The system will send an email with the subject “Account Password Reset Request” within 5-10 minutes. This email contains a unique “Password Reset Link”.

Click the “Password Reset Link” in the email to be redirected to the password reset page. Enter a new password (which must meet security requirements: 8-20 characters, including uppercase letters, lowercase letters, and numbers), confirm it again, and click “Submit” to complete the reset.

Password Reset Notes

The “Password Reset Link” is valid for 24 hours from the time the email is sent. If the link expires, you need to repeat the above steps to apply for a new reset link.

If you do not receive the password reset email within 15 minutes, please troubleshoot as follows:

Check your email’s Junk/Spam folder (some email service providers may classify reset emails as junk mail).

Confirm that the email address you entered is correct (e.g., no typos in the domain name—avoid mistyping “gmail.com” as “gamil.com”).

If you still do not receive the email after the above troubleshooting, please send an email to susheng@maiyemagic.com. The email must include your registered email address and a description of the password reset issue. Our customer service team will verify your identity within 24 hours and assist you with a manual password reset.

 Leveraging the advantages of China’s cross-border logistics network and strict internal management, we have implemented multiple measures to protect your shopping rights:

  1. Extended After-Sales Protection Period

All products come with a 30-day after-sales protection period, which is 10 days longer than the industry average (usually 20 days). This gives you ample time to inspect the product quality and suitability, reducing the risk of “no time for returns” due to a busy schedule.

  1. Professional Customer Service Support

We have a dedicated customer service team focused on handling inquiries from U.S. customers. The team’s working hours are 9:00-18:00 Eastern Standard Time (EST); We commit to replying to all customer email inquiries within 24 hours.

  1. Logistics Security Guarantee

We have signed a formal cooperation agreement with the logistics company, in which the responsibilities of both parties are clearly defined (e.g., the logistics company shall be responsible for the safety of packages during transportation and the accuracy of order picking).

If a package is lost (confirmed by the logistics company as unrecoverable), we will prioritize offering two solutions:

Free reshipment of the product with no additional charges.

Full refund (including product price and shipping fee), which will be credited to your account within 3-5 working days.

If a package is delayed due to logistics reasons (exceeding the maximum time limit of the selected shipping method by 3 days), we will compensate you with a $5 store coupon (valid for 30 days) as an apology. After the delay is confirmed, the coupon will be automatically sent to your account.

  1. Product Quality Control

Before products are shipped, we conduct strict inspections to ensure that the products are delivered to you in intact condition.

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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