MasGusto Marketplace Global+ is a third-party seller presence designed to enhance your shopping experience and broaden your product selection at MasGusto. The order transactions are processed by MasGusto. However, all items from MasGusto Marketplace Global+ are sold and delivered solely by third-party sellers; MasGusto does not have ownership of such items.
Section 1. Order Modification
Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to make changes to your order content. But you can contact the seller or Customer Service to modify its shipping address/phone number/contact email address before it is shipped.
If the order has been dispatched, it may not be possible to modify it, or the logistics company may charge a fee for changing the address. Please refer to the seller's policy for specific details on modifying order information.
Section 2. Order Cancellation
- If your order is still in the "preparing" status, you can cancel it through the App or PC website. Log into your MasGusto account, click My Orders, and click “Cancel order”.
- If your order is already in the "ready to ship" status, contact the seller or Customer Service for assistance.
- If your order status is updated with the logistics tracking number that means the order has been shipped and cannot be canceled.
- Sometimes your order could be canceled by the seller due to the following reasons:
- Out of stock
- Pricing error
- Logistics issues(e.g.shipping address not deliverable)
- If your order has been canceled, you will be notified via an in-app message and a refund will be issued. The refund time depends on the payment method you've used.
- For additional support, please contact our Customer Service assistant.
Section 3. Delivery
3.1 Order Shipping
All products listed on Marketplace Global+ are shipped directly from third-party sellers. Shipping details are listed on the product pages if customers make purchases on both the official MasGusto site and the Marketplace Global+, separate order information including delivery confirmation and tracking number will be emailed to customers when the package is ready to ship.
For Marketplace Global+ orders, it takes approximately 1 to 3 business days (excluding holidays and weekends) to process an order before it is shipped. To get an estimate of when an item will arrive, please refer to the estimated delivery date which can be found on a product's respective detail page and seller's home page.
Orders shipped from international locations may be subject to customs duties, taxes, and fees imposed by the destination country. Sometimes, shipments may also be held by customs for clearance, requiring the customer to provide identification or other documentation. The responsibility for these charges depends on the seller's policy. We recommend that customers carefully review the seller's policy or contact the seller directly to confirm any related information before making a purchase.
3.2 Order Tracking
- Go to My Orders.
- Find the order on the shipped order list 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 contact the seller for assistance.
3.4 Order has been delayed
If the expected delivery date has passed, keep in mind that weather, traffic, Customs inspection, and more can cause delivery delays. Most late packages will arrive within 24 to 48 hours of the expected delivery date. If the order has already been shipped, you can't cancel it. You can contact the seller to inquire.
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 notify the seller accordingly.
3.6 Delivery Time Disclaimer
- When you place an order, our system generates an estimated delivery time based on seller fulfillment factors such as 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, Customs inspection, 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 later than initially estimated.
Section 4. Return and Refund
Sellers have their own return and refund policy according to their product characteristics and after-sales service, please check the seller's store home page for the specific merchant policy.
If you receive products with issues (damaged, not matched, expired, or defective), please submit the refund request as soon as possible after receiving it（The return period depends on the seller's return and refund policy).
4.1 To Request a Refund
- Go to My Orders.
- Locate the order and the items.
- Select request refund.
- Choose product issues from the list.
- Confirm the item quantity and refund amount.
- Upload the image for 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 contact seller
- You'll see the seller's feedback and communication records.
4.4 Once the Seller Approves Your Refund/Return Request
- If the item is in stock, you can communicate with the seller for a refund or a replacement.
- If the items are out of stock, the seller will process a refund for you.
- If the seller asks for the package to be returned, usually our seller will provide a pre-paid return shipping label or shipping address, but the customer needs to drop off the package at a shipping company access point. If you are returning the product due to personal reasons, you will be responsible for shipping it back.
- Upon completion of the inspection of your return, our seller will process a replacement or refund.
- Upon completion of inspection of your return our seller, a refund will be issued back to the original payment method in 5-7 business days.
4.5 Package Return
- When placing your order, please make sure to check your shipping information (first name, last name, address) and contact information is correct/valid. If your information is not correct/valid, your order may be delayed for delivery or returned to the sender.
- If it is not delivered after 30 days after purchase, please track its status and contact the seller for a refund. However, a refund may not be an exclusive shipping cost due to incorrect shipping information.
- If an order is returned due to a custom/shipping carrier’s fault, please contact the seller to report. Once its status shows as a return to the sender, please contact our seller requesting a full refund.
4.6 Lost Package
When specifying shipping addresses, be sure to check that the zip code, city, and state are correct. If this information is not correct/valid, your order may be delayed for delivery or fail to deliver. If the shipping address is correct and the package can not be found, Please follow these steps to try and find the package.
- Look for any notice of delivery attempt
- Check around the delivery location
- Ask your household members and neighbors
- You can check with the carrier
If you still confirm that you have not received the package within 48 hours, please contact our seller for assistance.
Section 5. Contact a Third-Party Seller
Third-party sellers can be contacted in two ways: Pre-order via the product detail page or seller store home page and post-order via your Order detail page.
5.1 Contacting a Seller for Pre-order
- On the product detail page, select“Contact Seller”.
- On the next page, enter your detailed description in the text box.
- Click Submit, then your feedback will be sent to the seller via the Buyer-Seller Messaging Service. They'll respond to you by message within two business days.
- You can go to your account, and click the notification icon on the top left. Select seller messages to see the seller's response.
5.2 Contacting a Seller for Post-order
- Go to My Orders.
- Find the orders for which you have submitted a refund request.
- Slide to the bottom of the page and select“Contact Seller”.
- Follow the instructions on the page to fill in the relevant information you need to give feedback(including the feedback situation, description, photos, and contact information).
- Click Submit, then your feedback will be sent to the seller via the Buyer-Seller Messaging Service. They'll respond to you by message within two business days.
- You can go to your account, and click the notification icon on the top left. Select seller messages to see the seller's response.
5.3 If the seller does not respond
If you don't hear from the seller within 2 business days, go to Apply for MasGusto Platform Assistance to see your options.
Section 6. Apply for MasGusto Platform Assistance
If you encounter the following situations, you can apply for our platform Customer Service assistance.
- The seller has not responded to your request for more than 48 hours or the refund has not been processed.
- The refund request is rejected by the seller, but you think the reason for rejection is unreasonable or against the seller's return and refund policy.
- Enquire or verify payment or refund of orders.
6.1 To Request a MasGusto Platform Assistance
- Go to My Orders.
- Find the orders for which you have submitted a refund request.
- Select View Details, then slide to the bottom of the page and select“Apply for MasGusto Assistance”.
- Follow the instructions on the page to fill in the relevant information you need to give feedback(including the feedback situation, description, photos, and contact information).
- Click Submit, then your feedback will be sent to our Customer Service team. We'll respond to you by message within two business days.
- You can go to your account, and click the notification icon on the top left. Select MasGusto Customer Service to see our response.
Section 7. Important Disclaimers
- The product is sold by a third-party seller operating on our platform. All after-sales services, including returns, exchanges, and refunds, are managed directly by the seller. The platform is not responsible for any discrepancies, delays, or issues arising from the after-sales services provided by the third-party seller.
- The platform does not extend any warranties or guarantees for products sold by third-party sellers. Any claims related to product defects, functionality, or quality must be addressed directly with the seller. The platform is not liable for any misrepresentations or errors in the product listing.
- While the platform may assist in facilitating communication between you and the third-party seller, all resolutions and remedies must be directly negotiated with the seller. The platform's role is limited to providing the marketplace environment and does not extend to mediating disputes or guaranteeing resolutions.
- Each third-party seller may have its own return and refund policy. It is the customer’s responsibility to review these policies before making a purchase. The platform will not intervene in cases where the seller’s policy does not align with the customer’s expectations.
- Any disputes or claims related to your purchase from a third-party seller shall be governed by the dispute resolution stated in the seller's terms and policy. The platform does not assume any responsibility for legal proceedings or claims arising from such transactions.