Our policies

Delivery Time = Processing Time + Shipping Time

  • Processing Time: All orders are processed within 2 to 6 business days (excluding weekends and holidays) after the receiving of your order confirmation email. You will receive another notification when your order has been shipped.
  • Shipping Time: All orders are delivered within 7 to 15 business days (excluding weekends and holidays). Our estimated delivery dates are based on several factors, including the destination address and how quickly we can produce and prepare your items for shipment.

Shipping fees are calculated based on package weight and destination.

For example: if you order a t-shirt, it will need 2 to 6 business days of processing time and then 7 to 15 business days of shipping time. Therefore, you can expect to receive it in a maximum of three weeks.

Please note: There is a different processing time for different items. You can check the processing time from the product page. Once your order is placed, you can check the order shipping info from the online order status page. We will also inform you through your registered email.

How to check the status of your order?

  1. When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
  2. If you haven’t received your order within 14 days of receiving your shipping confirmation email, please fill out the form at https://mappyhouse.com/support/ with your name, order number, email and choose the option “Why has my order not been delivered?”, we will look into it for you.

Because our orders are custom produced, we offer personal/order information changes and your partial/entire cancelation for 12 hours after your order is placed.

If you want to cancel your order, please:

  1. Sign in to your account on our website mappyhouse.com to cancel your entire order; or
  2. Fill out the form here mappyhouse.com/support/ with your name, order number, email and choose “Cancel order” in the option, we will process your inquiry as soon as possible.

If you want to edit the personal/order information of your order, please fill out the form mappyhouse.com/support/ with your name, order number, email and choose “Change order/personal information” in the option, we will process your inquiry as soon as possible.

If your order is ineligible to be changed, which means that your inquiry is over 12 hours after your order is placed, we are sorry that there is nothing more we can do for you.

If you have further questions, please don’t hesitate to contact our Customer Service team at [email protected].

30-day Full Exchange and Refund

Our 30-day FREE Exchange/FULL Refund Policy covers the following reasons:

  • Defective/damaged/non-functional items.
  • Items are different from description or customization.
  • Incorrect sizes.
  • Lost/missing items.

Our 30-day FREE Exchange & FULL Refund Policy does not cover the following reasons, and we are not liable for these issues:

  • Requests for a refund or replacement made after 30 days from the date of product delivery.
  • Cases where the buyer has selected the wrong size, product, address, custom information, and undeliverable address.
  • Products that have been damaged due to misused, mishandling, or poor maintenance on the buyer’s part.
  • Items that have been washed, worn, soiled, or damaged as a result of the buyer’s handling.
  • Personal reasons such as changes in personal taste, change of mind, etc.
  • Products purchased during a sale or promotional period.

PLEASE BE AWARE

We may not be able to avoid a little COLOR and SIZE DIFFERENCIATION caused when printing, making our product. For example, colors may look brighter or darker than when comparing with the artwork file. Shirts may be 1-2 inches shorter/longer or widers/smaller than the announced size chart.

Frequent cases in return and refund

Below are how we generally handle frequent issues with fulfilling and shipping order. How we handle these cases may still varies depend on how serious the case is, and after we have collected all the evidence.

This is NOT how we always act for every request. Actual solution may differ for each case:

  • Shipping wrong item: We will replace and ship another item.
  • Damaged item: When our items are processed, it’s always intact and got no damage. However, there are many cases that the Custom Control will tear the shipment to check for its content, or there may be damages during transportation. It’s hard to check whose responsibility it is. In most cases, we will replace the item if the damage can be clearly seen. The buyer must also send the proof of damage and the photo of the packaging label so we can inspect further.
  • Small print area or broken print area (low quality printing): if the issue is because of the factory, we will replace the item.
  • Actual product is smaller than announced size: If the actual product is more than 2 inches shorter/longer/wider/smaller than the announced size chart, we will replace the item.
  • Missing item: If the order includes two or more items but the package the buyer received contains less than the actual order quantity, in most cases, Mappy House will immediately process and send the missing item to the customer. If customer requests a refund for the order, we will send a partial refund for the order. The amount of the refund is calculated by the fulfillment cost for the missing item, and the shipping cost (if applicable).
  • If the shipment is late or kept at customs, waiting for customs clearance for too long (more than 5 business days for US orders and more than 8 business days for International orders) more than the guaranteed shipping time, Mappy House will replace the item.

How to properly provide evidence for Exchange and Return/Refund

When you raise a Return/Refund claim, the following are very important and essential for the proper investigation of your return and refund request:

  • Full unboxing video record of the item(s) showing and/or describing the issues (wrong, incomplete/missing, damaged… product) upon receipt.
  • Photo of the product being measured using a measuring tool (from one end to the other) if the product’s size is wrong (Required for wrong size).
  • A detailed explanation/description of the problem will help the investigation reach a strong and definitive decision.
  • A readable waybill should clearly show the following indicators:
    • Last Mile Tracking Number (Required)
    • Order ID or No
    • Buyer’s name
    • Buyer’s address
    • Non-faded and stainable barcodes

If you have further questions, please don’t hesitate to contact our Customer Service team at [email protected].

Thank you.

Who we are

We are Mappy House. Our website address is: https://mappyhouse.com. See more: About Mappy House.

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