Section 1. Order Modification
- If your order is still in the "preparing" status, you can log in to your account through the App or website and go to "My Orders" to remove or reduce the product.
- We do not support adding new products to an existing order. If you would like to add more items, you can place a new order for purchase before the order cut-off time (midnight of the order date). Orders placed on the same day will be shipped together for you with no additional shipping charges.
- After the cut-off time, the order cannot be able to be modified. Please contact Customer Service to confirm whether the order can be canceled.
- Change delivery address- Before shipping: If your order is still in the "preparing" status, you can cancel it and reorder with the new address. If it's already in the "ready to ship" status, contact our Customer Service to attempt a modification.
- Change delivery address- After shipping: If your order has shown logistics delivery information updates, we can assist you in contacting the carrier to try and modify the address. Please note that a $20.00 address change fee may apply.
Section 2. Order Cancellation
- If your order is still in the "preparing" status, you can cancel it yourself.
- If your order is already in the "ready to ship" status, contact our Customer Service for assistance.
- If your order status is updated with the logistics tracking number, that means the order cannot be canceled.
Section 3. Delivery
3.1 Delivery of Non-Alcoholic Products
We do not require your presence to deliver non-alcoholic products. We will deliver to the address you designate through a third-party courier and will request the package be left at your door, yard, locker, mailroom, or leasing office. If the third-party courier is unable to deliver your package (e.g., incorrect address/missing apartment number, building, floor, or unit number; no access code, call box number, or buzzer information; no safe drop-off place to protect the package from theft or bad weather), either we or the third-party courier will attempt to contact you. If we or the third-party courier agree on an alternate location and/or time for the re-delivery, a redelivery fee may apply. If we or the third-party courier can't reach you after multiple attempts, or if we or the third-party courier are unable to re-deliver the order for any reason, the order will be canceled, resulting in a cancellation fee charged to you. In the event, you input the incorrect address and we successfully deliver to that address, you are responsible for that shipment without a refund. Please be careful and input the correct address into each order. Notwithstanding the foregoing, the third-party courier will abide by its internal standard operating procedure.
- 3.1.1 Offering. Mail-order products may include various offerings, including seasonal and dry items. Mail-order products may also include frozen or refrigerated items ("Cold Chain Product"). A Cold Chain Product will be identified as "cold pack required" on the product description page or checkout page and delivered through extra packaging to stay cold during transit.
- 3.1.2 Delivery Dates. Delivery will be made Monday through Friday for most addresses, provided that some addresses may be excluded from delivery on Mondays. We will endeavor to have deliveries made on the scheduled delivery date as provided on your account.
- 3.1.3 Delivery Time. Delivery time may vary as we are utilizing a third-party courier.
- 3.1.4 Delivery Fees & Gratuities. Orders of Mail-Order products of less than $49 in retail value delivered in a single day will be subject to a $5.99 shipping fee. In addition, orders of Cold Chain Products delivered in a single day will be subject to a Cold Chain fee of $5.99 to $9.99. (The Cold Chain fee is adjusted based on the weather and the cost of insulation.）These fees are cumulative based on the Products and aggregate retail value of deliveries in a single day. We reserve the right to add an additional delivery fee in the event of redelivery, special handling concerns, or other costs for your order. This is not a gratuity for delivery personnel. If you wish, you may also give the delivery driver a gratuity.
- 3.1.5 Package Theft. In the event of theft, we will issue you a refund of up to $60 in Non-Refundable GustoPoints for the first instance. For any subsequent thefts to the same address or account, you will be solely responsible for the products left at your delivery address. MasGusto will not offer refunds for any subsequent theft claims.
- 3.1.6 Delivery Temperature Controls. We do our best to keep all of our products at or below the minimum recommended or required temperature thresholds. Upon receipt, we recommend you either refrigerate or freeze perishable products as soon as you receive the order. Some minimal degree of melt or thawing may occur depending on the temperature and conditions of your delivery address.
Note: Shipping details are listed on the order detail page. Order information, including delivery confirmation and tracking number, will be emailed to customers when the package is ready to ship.
3.2 Order Tracking
- Go to My Orders.
- Find the order on the shipped order list that you want to track.
- Select the Track number below the shipping info.
- View all updates to track delivery progress on the tracking information detail page.
3.3 Tracking information does not update
The carrier may have more detailed information about your package. To track your package on the carrier's website or contact them, please refer to the carrier contact information provided on the tracking information detail page. If tracking information is not available, please submit the report of a delivery issue or contact Customer Service for assistance.
3.4 Order has been delayed
If the expected delivery date has passed, please understand that weather, traffic, package inspection, and more can cause delivery delays. Most late packages will arrive within 24 to 48 hours of the expected delivery date. If tracking is not updated after 48 hours beyond the estimated delivery time, please submit the report of a delivery issue or contact Customer Service for assistance.
3.5 Tracking shows an undeliverable status
The carrier may be unable to deliver the package due to factors such as an unclear address, an unsafe location, or the absence of a recipient to sign for it. We recommend contacting the carrier to investigate the issue and request a redelivery or arrange for a pickup. If the tracking information indicates that the package is being returned, please submit the report of a delivery issue or contact Customer Service for assistance.
3.6 Delivery Time Disclaimer
- When you place an order, our system generates an estimated delivery time based on product availability, order processing duration, delivery location, and logistical arrangements. This estimation represents an ideal scenario.
- External Factors: We strive to minimize deviations from the estimated delivery time. However, factors beyond our control, such as extreme weather, natural disasters, traffic, and government regulations, can influence delivery schedules.
- Delivery Commitment: While we strive to minimize any deviations from the estimated delivery time, please understand that there might be situations where delivery could be either slightly earlier or slightly later than initially estimated.
Section 4. Return & Refund
4.1 To Request a Refund
- Go to My Orders.
- Locate the order and the items.
- Select request refund(individual item) or report a delivery issue( The entire order）
- Choose product or delivery issues from the list.
- Confirm the item quantity and refund amount.
- Upload the image for the item issue evidence.
- Enter your detailed description in the text box.
- Select Submit.
4.2 Cancel a Refund Request
If you need to change a refund request, you can cancel your refund request.
- Go to My Orders.
- Find the orders and items for which you have submitted a refund request and want to cancel.
- Select Cancel request.
- Confirm you want to cancel the request within the pop-up notice
- You'll have the option to create a new return after you've canceled the existing return.
4.3 To View the Customer Service Response to Your Request
- Go to My Orders.
- Locate the order and the items.
- Select View Details to view the refund status
- Select the customer support history, and you will see the communication records.
4.4 Return Instructions
- MasGusto is committed to your satisfaction. In some cases, you may receive a product that fails to meet our standards for quality. If this occurs, please reach out to our Customer Service. Our products are subject to the following return policies unless otherwise provided elsewhere in these Terms.
- To protect the health and safety of our customers, food, hygiene, and healthcare products may only be refunded if there are quality issues.
- If you consider that you have received damaged, expired, defective, or low-quality products, please provide relevant proof (photos of the outside and inside of the delivery package, photos or videos that can prove that there are quality issues with the products, proof that the product has expired, etc.) We will process your return or refund at our discretion based on the proof you provide. If you are unable to provide proof of this, your request may be refused.
- Product damage caused by improper use or storage will not be accepted for refund.
- If the package is returned due to personal reasons, the return costs are at your own expense.
- For personal returns, the item must be new and unopened. Opened or used products may incur a partial refund or be rejected at our discretion.
- Returns must be received within 10 business days from the return label creation date.
- Ensure all product contents, accessories, packaging materials, instruction manuals, and any gifts are included. Missing articles may delay processing or result in a rejected return.
- Please note that website product images and information serve as references only. Refunds will not be accepted if there are no quality issues with the product.
- Once we receive your return, it may take up to 3-5 business days for inspection and processing. Refunds will be issued back to the original form of payment. Note that your bank may take an additional 3-5 business days to process the refund.
4.5 Returnable Products Categories & Return Request Periods
We are committed to ensuring a smooth and convenient return process. Please refer to the following categories and timeframes for return eligibility.
- 4.5.1 Perishable Products (e.g., fresh food) These products are not eligible for return, but they may be eligible for a refund if requested within two (2) days from delivery. If there is a concern with the product, please document your concerns with pictures and a description of the product concern, and reach out to Customer Service.
- 4.5.2 Temperature-Controlled Products (e.g., frozen foods, refrigerated foods) These products are not eligible for return, but they may be eligible for a refund by request within two (2) days from delivery. If there is a concern with the product, please document your concerns with pictures and a description of the product concern, and reach out to Customer Service.
- 4.5.3 Shelf-Stable Food Products (e.g., products that can be safely stored at room temperature for at least 30 days from the date of delivery). These products are not eligible for return, but they may be eligible for a refund if requested within seven (7) days from delivery. If there is a concern with the product, please document your concerns with pictures and a description of the product concern, and reach out to Customer Service.
- 4.5.4 Medicine & Herbal Treatments These products are not eligible for return, but they may be eligible for a refund if requested within thirty (30) days of delivery. If there is a concern with the product, please document your concerns with pictures and a description of the product concern, and reach out to Customer Service.
- 4.5.5 Electronics, Cooking Utensils, Other Non-Food Products These products are eligible for return within thirty (30) days of delivery. If there is a concern with the product, please document your concerns with pictures and a description of the product concern, and reach out to Customer Service.
4.6 Return Shipping Fee
If the package is returned due to personal reasons, the return costs are at your own expense.
We aim to be as transparent as possible about shipping fees for returns. Please refer to the chart below for specific shipping fee scenarios
- If the product is damaged during shipping, you are entitled to a full refund, including both the original and return shipping costs.
- If you received the wrong item, we will fully refund your purchase, including the original and return shipping fees.
- If the product is defective or has a quality issue, we will cover all shipping costs and offer a full refund.
- If you ordered the wrong size or color, we will refund the product cost and the original shipping fee, but return shipping will be at your expense.
- If you purchased too many items or no longer need them, you will be refunded for the product cost and the original shipping, but you will need to cover the return shipping fee.
- If the product is unsuitable due to an allergy, you are responsible for the return shipping fee, but we will refund the original shipping and product costs.
- If you simply don’t like the product or experience buyer’s remorse, you will be refunded for the product and the original shipping cost, but the return shipping fee will not be covered.
4.7 Statement of Inability to Accept Return Requests
The following conditions are not eligible for return:
- Products that have been tampered with, damaged, modified, or rendered unsellable due to customer intervention are not eligible for return.
- Product damage caused by improper use or storage will not be accepted for returns or refunds.
- Please note that website product images and information serve as references only. Returns or refunds will not be accepted if there are no quality issues with the product.
- If you consider that you have received damaged, expired, defective, or low-quality products, please provide relevant evidence such as photos or videos demonstrating the issue. We will evaluate your request and process your return or refund accordingly. Failure to provide adequate proof may result in a refusal of your request.
- Ensure all product contents, accessories, packaging materials, instruction manuals, and any gifts are included in the return package. Missing items may delay processing or result in a rejected return.
- Items with missing parts, labels that have been altered, or serial numbers that have been tampered with will not be eligible for returns.
- For personal returns, the item must be new and unopened. Opened or used products may be eligible for a partial refund or be rejected at our discretion.
- Non-returnable items without quality problems.
4.8 Return & Refund Process
4.8.1 Apply for Return
Submit the refund request online or send an email to our Customer Service, including your order number and the reasons for return. If the item is damaged or has quality issues, please provide photos or video proof.
4.8.2 Return Confirmation
Our Customer Service will contact you within 1-2 business days to confirm the return application. If the product has a quality problem we send you a return label with the instructions. If there is no quality problem with the product and the return is due to personal reasons, we will provide the appropriate return address. Please send back the product and provide tracking information to Customer Service. We can also offer a return label service, but the return shipping cost will need to be deducted from your refund.
4.8.3 Return Product sent out
Send the product back to our address within 10 business days of our confirmation. Reply to the email once the package tracking shows it's delivered.
After confirming the condition of the items, we will process your refund within 1-3 business days.
4.9 Package Missing or Damaged
4.9.1 Package Stolen
- If you confirm that the package has been stolen， we will issue you a refund of up to $60 in Non-Refundable GustoPoints for the first instance. You will be solely responsible for the products left at your delivery address for any subsequent thefts to the same address or account. MasGusto will not offer refunds for any subsequent theft claims.
4.9.2 Package Missing
- Please contact the carrier by phone when the tracking shows an exception. If you confirm the package is missing, please contact our Customer Service. We’ll investigate and reply to you in 2 days.
- If the tracking shows that your package was delivered, but you can't find it. Please try to find the package around your location or contact the carrier for verification. If you still confirm that you have not received the package within 48 hours, please contact our Customer Service. We’ll investigate and reply to you in 2 days.
4.9.3 Damaged During Delivery
- Please do not use the damaged product; otherwise, you will be regarded as accepting this product, and we will not offer replacement service.
- Please provide pictures of damaged products from different angles or videos. We will reply to you within a workday.
- Please contact our Customer Service by phone or Email within 3 days if your item is damaged during delivery.
Section 5. Important Disclaimer
- Fresh products may appear different due to season, weather, and the region grown in.
- Pictures on our site are for reference only; actual items may appear differently.
- Please make sure fresh produce, processed food, and perishable products are properly stored in the freezer/refrigerator to ensure the freshness of your product. Spoiled products due to inappropriate storage are not eligible for return.
- To ensure the freshness of your order, MasGusto uses the next-day delivery service to deliver fresh products. Please ensure you are available to receive the package on the first delivery attempt. If you are unavailable and the delivery is unsuccessful, it may affect the quality of the product, and the item may not be eligible for return.
- Please understand that the following circumstances are not eligible for a refund
① Failure to sign the package in time for fresh products
② Not frozen/refrigerated upon receiving temperature-controlled Products
③ Feedback received beyond the after-sales deadline
④ Without valid proof
⑤ Lost packages due to providing the wrong or incomplete addresses
- Packages fail to be delivered on time due to the customer's reasons (such as the delivery staff not contacting the consignee or the delivery staff not entering the delivery address community, etc.). MasGusto will not be responsible for the refund of the fresh products in the package. Package returns are required to be charged a $15 restocking fee.
- Due to the use of third-party carriers for shipping, please note that orders do not support special logistics notes or order remarks from customers.