DELIVERY AND RETURN POLICY
ALL INTERNATIONAL ORDERS ARE HANDLED BY DHL EXPRESS CARRIER COMPANY. Providing our customers with the most reliable service and quick delivery times that are 1-6 working days depending on the Zone of delivery. Please see the table bellow for specific shipping locations and estimated delivery times. Each shipment has a unique tracking number that allows you to track the shipped item.
International packages may be subject to customs, duties or other fees that are calculated by country. SIA “MASA” is not responsible for customs duties or taxes incurred when importing goods into your country. Please contact your local customs agency for details on possible duties or taxes on your order. These packages packages may be delayed by customs. SIA “MASA” is not responsible for non-delivery of packages due to non-payment of customs duties, processing fees, duties or taxes.
MISDELIVERY / WRONG ADDRESS
Please notify us immediately if the wrong address was inputted during checkout so we can update it before shipping. If the item is already shipped then we are not liable for lost or delivered packages. We recommend immediately calling your delivery partner to change the delivery address. We cannot do this for you. Only the recipient on the package can call and change the delivery address.
We will not re-ship, replace or refund orders if lost for wrong addresses. It is up to the customer to give correct information. No exceptions. All returned “Invalid Address” packages are non-refundable, and will be charged a re-delivery fee to re-ship from MASAMOTO.
ALL DOMESTIC ORDERS AND SHIPMENTS TO BALTICS ARE HANDLED BY OMNIVA CARRIER COMPANY.
PRODUCTION TIME
Full Bike Kits and any other Custom items are all printed together in bulk print runs. Design Time generally takes approx 1-3 Business Days for ready kits and 3-7 Business days for custom kits from order date, then we will email you a proof file if requested. Printing, drying, laminating, cutting can take approx 1-2 Business Days after the design process is complete.
From order to delivery to your door it can take from 3-15 Business Days depending of the time of the year and the location of delivery.
*WE ONLY START PROCESSING YOUR ORDER WHEN FULL PAYMENT HAS BEEN RECEIVED!
DELIVERY LOCATIONS AND TIMES
Zone 1-3
ETD1-3 working days
Austria (AT)
Belgium (BE)
Bulgaria (BG)
Croatia (HR)
Cyprus (CY)
Denmark (DK)
Estonia (EE)
Finland (FI)
France (FR)
Germany (DE)
Greece (GR)
Ireland, Rep. Of (IE)
Italy (IT)
Lithuania (LT)
Luxembourg (LU)
Malta (MT)
Monaco (MC)
Netherlands, The (NL)
Poland (PL)
Portugal (PT)
Romania (RO)
Slovakia (SK)
Slovenia (SI)
Spain (ES)
Sweden (SE)
United Kingdom (GB)
Vatican City (VA)
Zone 4
ETD 2-4 working days
Norway (NO)
Switzerland (CH)
Turkey (TR)
Ukraine (UA)
Zone 5
ETD 3-4 working days
Canada (CA)
USA (US)
Zone 6
ETD 4-5 working days
Australia (AU)
China (CN)
Georgia (GE)
Indonesia (ID)
Japan (JP)
Kazakhstan (KZ)
Malaysia (MY)
Moldova, Rep. Of (MD)
New Zealand (NZ)
Philippines, The (PH)
San Marino (SM)
Serbia, Rep. Of (RS)
Singapore (SG)
Thailand (TH)
United Arab Emirates (AE)
Zone7
ETD 4-6 working days
Argentina (AR)
Bahamas (BS)
Bahrain (BH)
Brazil (BR)
Cayman Islands (KY)
Chile (CL)
Colombia (CO)
Costa Rica (CR)
Maldives (MV)
Morocco (MA)
Panama (PA)
Peru (PE)
Puerto Rico (PR)
Qatar (QA)
Russian Federation (RU)
Saudi Arabia (SA)
South Africa (ZA)
Venezuela (VE)
Virgin Islands-British (VG)
Virgin Islands-US (VI)
RETURN AND REFUND POLICY
If you need to return an item, please contact us with your order number and details of the item you wish to return. We will respond quickly with instructions on how to return items from your order. You can return defective products within 15 days of delivery for a full refund. Any products with defects must first be comunicated via e-mail and then returned to SIA “MASA” and the expenses related to the return are borne by the buyer, where they will be checked and refunded, or a new product will be sent. Any item being returned must be in new condition. Refunds will be processed as soon as possible. This process can take up to 10 working days once we receive the damaged item.
When no refund is made:
- The customer has received a personalized design by e-mail
- Stickers have been sent
- The stickers are pasted
Please note that there are no refunds for personalized designs that you have confirmed by receiving a sample design via email. Please double check your order form before placing your order as it will be printed with the exact color choices, race number, spelling and logos you have specified. Once the order is printed, no changes can be made.