Returns & After-Sales Service

Q: If I am not satisfied with the received product, can I return or exchange it? What is the time limit? What is the process?

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.

Q: Do I need to bear the shipping cost for returns/exchanges? How long does it take to receive a refund?

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.

2、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.