Please contact us as soon as possible at support@masuhome.com if you would like to request a cancellation or make changes to your order. Any order successfully canceled will be subject to a 5% cancellation fee based on the value of the canceled items. This amount will be deducted from the refund to offset the credit card and payment processing fees incurred when the order was placed.

Cancellation or change requests may only be accommodated if the order has not yet entered warehouse processing, been prepared for shipment, dispatched, or handed over to our logistics partner.

Please note that tracking information may not always be available immediately, and an order may already be processing or in transit before a tracking number has been uploaded. MASU will confirm whether a cancellation or change is still possible based on the latest status provided by our warehouse and logistics partners.

Submitting a cancellation request does not guarantee cancellation. A cancellation is only confirmed once written confirmation has been provided by MASU. If the order can no longer be canceled, we kindly ask that you wait for it to arrive and follow our return procedure.

MASU Digital Gift Card purchases are final and cannot be canceled or refunded. This restriction applies only to the digital gift card itself; eligible products purchased with a gift card remain subject to our return policy.

We take great care in selecting our products and packaging every order securely. In the unlikely event that your item arrives damaged or has a manufacturing defect, please contact us within 48 hours of delivery with your order number and clear photos of the item and its packaging. Once we have reviewed the issue, we will arrange a replacement for the affected item.

Step 1 : Initiate your return/exchange

E-mail us at support@masuhome.com and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a “Return & Exchange” authorization will be sent to you.

Step 2 : Ship product back

Once our customer service has approved your request and provided our return/exchange address to you, please initiate the return/exchange within 3 working days by following our instructions. It's better to use the shipping method providing tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the item is lost by the carrier and no refund will be issued.

Step 3 : Refund or exchange

When we receive your return, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

We accept Visa, Mastercard, American Express, Discover, and Diners Club. You can also use Apple Pay, Google Pay, PayPal, and Shop Pay for a more seamless checkout experience.

Some credit card payments may require 3D Secure (3DS) authentication for additional security. Depending on your card issuer, you may be asked to verify the transaction using a one-time password (OTP) or another authentication method. If you experience any issues with verification, please contact your card-issuing bank for assistance.

Yes, we ship worldwide. We offer free shipping with order above  $49 USD. And $8 USD shipping cost with orders below $49 USD.

Express Shipping Available in the Following Countries:
• United States(Mainland)
• United Kingdom
• France
• Germany
• Italy
• Austria
• Spain
• Netherlands

Priority Shipping Available in the Following Countries:
• United States(Mainland)
• Canada
• United Kingdom
• France
• Germany
• Italy
• Austria
• Spain
• Portugal
• Netherlands
• Australia
• New Zealand
• United Arab Emirates
• Saudi Arabia

Standard Shipping Times

• North America
   United States (Mainland): 5 - 12 days
   Alaska, Hawaii, and other US regions: 10 - 20 days
   Canada: 5 - 14 days
   Mexico: 10 - 17 days
• Europe: 5 - 12 days
• Australia/New Zealand: 6 - 14 days
• Asia
   Southeast Asia: 5 - 8 days
   Others: 5 - 14 days
• Latin America: 10 - 20 days
• Other Countries: 10- 20 days

Express Shipping Times: 4 - 8 days

Available for Selected Products in the Following Countries:
• United States(Mainland)
• United Kingdom
• France
• Germany
• Italy
• Austria
• Spain
• Netherlands

Priority Shipping Times: 3 - 5 days

Available for Selected Products in the Following Countries:
• United States(Mainland)
• Canada
• United Kingdom
• France
• Germany
• Italy
• Austria
• Spain
• Portugal
• Netherlands
• Australia
• New Zealand
• United Arab Emirates
• Saudi Arabia

Processing Times

Orders take 1-2 business days to process after placing the order before shipping out.

Primarily, we ship out from fulfillment centers in the United States, Eastern Asia, and Western Europe. If the item you've purchased is out of inventory in your nearest location, we'll send it directly from our production lines at the same delivery times as stated in our shipping section. Our products are efficiently packaged by our expert handling team to ensure they arrive in perfect condition regardless of how far they go.

When your items are shipped out, you should receive an automatic notification from our system via email providing you with a tracking number.

If you have trouble finding your tracking information, please contact support@masuhome.com for assistance.

If you noticed that your shipping address is incorrect, please be sure to contact us right away! We still can update it if the order has not been shipped yet. Once the order has been shipped, we are unable to change it anymore so please double check it before submitting an order.

In some instances, the delivery may take longer than the standard shipping times stated above. External factors might cause shipping delays such as international customs processing and holidays that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.

If you have any other questions, feel free to contact us at support@masuhome.com. Our support is available on business days from Monday to Saturday at 9 am - 9 pm PST. Thank you for your patience.