​​Last updated: August 4, 2026

At Massawe, we are committed to providing a clear, reliable, and transparent shopping experience. Please review the information below regarding order processing, delivery, tracking, returns, and refunds.

 

Order Processing

After your order is placed, you will receive an order confirmation at the email address provided during checkout.

Orders are reviewed and prepared for shipment as quickly as possible. Processing times may vary depending on product availability, order volume, weekends, holidays, or payment verification.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information whenever tracking is available.

Orders containing multiple products may arrive in separate packages or on different dates.

 

Estimated Delivery Time

Most orders are estimated delivery within 2–15 business days.

Delivery times are estimates and may vary depending on:

• The delivery destination;

• Product availability;

• Carrier operations;

• Weather conditions;

• Holidays and periods of high demand;

• Customs or local delivery procedures;

• Events outside Massawe’s reasonable control.

Although we work with reliable fulfillment and shipping partners, we cannot guarantee an exact delivery date.

 

Shipping Destinations

Available shipping destinations are displayed during checkout.

Customers must provide a complete and accurate shipping address, including any apartment, suite, unit, building, or access information required for delivery.

Massawe is not responsible for delays, failed deliveries, or lost packages caused by incorrect or incomplete information provided by the customer.

 

Address Changes

Please review your shipping information carefully before completing your purchase.

To request an address correction, contact us as soon as possible. We will make every reasonable effort to update the order, but changes cannot be guaranteed after processing has begun.

Once an order has been shipped, the delivery address normally cannot be changed.

Additional shipping charges may apply when a package must be redirected or reshipped because the original address was incorrect or incomplete.

 

Order Tracking

When tracking is available, a tracking number or link will be sent by email after shipment.

Tracking information may take a few days to update after the carrier receives the package. Temporary periods without updates do not necessarily mean that the shipment has been lost.

Customers are responsible for monitoring tracking information and following any instructions provided by the shipping carrier.

 

Delayed Orders

Occasional shipping delays may occur due to circumstances outside our control.

If your order has not arrived within the estimated delivery period, please:

1. Review the latest tracking information;

2. Confirm that the shipping address is correct;

3. Check with household members, neighbors, reception desks, mailrooms, or building management;

4. Contact the shipping carrier when appropriate;

5. Contact Massawe Customer Support for additional assistance.

We will review the available shipment information and work with our fulfillment or delivery partners when necessary.

 

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please check:

• Around the delivery area;

• With members of your household;

• With neighbors;

• With your building’s reception desk, mailroom, or management;

• With the shipping carrier.

Please contact us after completing these checks if the package still cannot be found.

Massawe will review the case, but we cannot guarantee a replacement or refund when the carrier confirms delivery to the address provided during checkout.

 

Lost Packages

A shipment may be considered lost only after the carrier or fulfillment partner confirms that it cannot be delivered or located.

If your package is confirmed as lost in transit, Massawe will evaluate the case and may offer a replacement or refund, depending on product availability and the circumstances of the shipment.

 

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

If you receive a product that is damaged, defective, incomplete, or different from what you ordered, contact us promptly and provide:

• Your full name;

• Your order number;

• A description of the issue;

• Clear photographs or videos of the product;

• Photographs of the packaging and shipping label.

Please keep the product, original packaging, accessories, and shipping materials until the case has been reviewed.

Depending on the circumstances, we may offer:

• A replacement;

• Replacement parts;

• A full or partial refund;

• Another appropriate resolution.

 

Return Period

You may request a return within 14 days after the product is delivered.

Return requests submitted after the 14-day period may not be accepted, except where required by applicable law.

Before sending any product back, contact Massawe Customer Support to request return authorization and instructions.

Products returned without prior authorization may be refused or may not qualify for a refund.

 

Return Eligibility

To qualify for a return, the product must:

• Be unused and in its original condition;

• Include the original packaging;

• Include all accessories, manuals, parts, and components;

• Show no signs of misuse, accidental damage, modification, or unauthorized repair;

• Include proof of purchase or a valid order number.

We reserve the right to decline a return or reduce the refund amount when the product does not meet these conditions.

 

Change-of-Mind Returns

Returns requested because the customer changed their mind, selected the wrong size, chose the wrong color, or no longer wants the product may be accepted within the 14-day return period.

For change-of-mind returns:

• The customer is responsible for return shipping costs;

• Original shipping charges are non-refundable;

• The product must meet all return eligibility requirements;

• The return must be authorized before shipment.

We recommend using a trackable shipping service. Massawe is not responsible for returned packages that are lost or damaged before reaching the designated return location.

 

Non-Returnable Products

Certain products may not be eligible for return due to hygiene, health, safety, personalization, or product condition.

Non-returnable products may include:

• Used or opened hygiene-related items;

• Personalized or customized products;

• Gift cards;

• Digital products;

• Items marked as final sale;

• Products damaged through misuse, neglect, improper installation, or accidental damage;

• Products missing original components, accessories, or packaging.

Any product-specific restriction will be stated on the relevant product page whenever applicable.

 

Return Shipping Costs

If the return is caused by a confirmed Massawe error or because the product arrived damaged, defective, or incorrect, we will provide an appropriate solution and the customer will not be responsible for approved return shipping costs.

For returns unrelated to a Massawe error or product defect, the customer is responsible for return shipping costs.

Unauthorized shipping charges, expedited return services, or costs incurred without prior approval may not be reimbursed.

 

Return Instructions

After your return request is approved, our support team will provide the applicable return instructions.

Do not return products to an address shown on the original package unless our support team specifically instructs you to do so. Products may be shipped from different fulfillment locations, and the original sender’s address may not be the correct return destination.

 

Refunds

After the returned product is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method used for the purchase.

The time required for the refund to appear may vary depending on your bank, card issuer, or payment provider. Massawe cannot control processing times after a refund has been submitted.

Original shipping fees are generally non-refundable unless the return resulted from a confirmed Massawe error or the product arrived damaged, defective, or incorrect.

 

Partial Refunds

A partial refund may be issued when:

• The product shows signs of use;

• The product is returned without its original packaging;

• Parts, accessories, manuals, or components are missing;

• The product has been damaged after delivery;

• The returned product does not fully meet our return requirements.

The amount of any deduction will depend on the condition of the returned product.

Exchanges

Direct exchanges may not be available for every product.

When an exchange is approved, we may provide a replacement product. In other cases, the customer may be asked to return the original product for a refund and place a new order.

Replacements are subject to product availability.

 

Order Cancellations

To request a cancellation, contact us as soon as possible after placing your order.

We will make every reasonable effort to assist you. However, once an order has entered processing or has been shipped, it may no longer be canceled.

Orders that have already been shipped must follow the standard return procedure.

 

Refused, Unclaimed, or Undeliverable Packages

If a package is refused, left unclaimed, or returned because of an incorrect or incomplete address, the customer may be responsible for:

• Original shipping costs;

• Return shipping costs;

• Reshipping charges;

• Other expenses caused by the unsuccessful delivery.

Any approved refund may be reduced by these costs, except when the delivery issue was caused by Massawe or the shipping carrier.

 

International Duties and Taxes

Depending on the destination, an order may be subject to customs duties, import taxes, handling fees, or other local charges.

Unless otherwise stated during checkout, these charges are the customer’s responsibility and are not included in the product or shipping price.

Massawe does not control these charges and cannot predict their amount.

Refusing a package because of customs charges may result in deductions from any approved refund.

 

Customer Support

For assistance with shipping, tracking, returns, damaged products, or refunds, contact us at:

Email: support@massawe.com

Please include your full name, order number, and a clear description of your request. For damaged, defective, or incorrect products, include clear photographs or videos.

 

Policy Updates

Massawe may update this Shipping & Returns Policy when necessary to reflect changes in our services, operations, or legal requirements.

The policy published at the time of purchase will generally apply to that order, unless otherwise required by law.

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