Shipping, Warranty & Returns

Orders placed before 12 pm PT - will be forwarded to the shipping company the same day. 

Orders placed after 12 pm PT - will be forwarded to the shipping company the next day.

From that point on, the shipping company is responsible for managing the process.

After you place your order, you'll immediately receive a confirmation email. Within 1-4 business days, when your order ships, we'll send you another email  that includes a tracking number, so you can keep track of just how soon your Mayu order will arrive.

 

US Shipments:

Free shipping on orders over $100.

Standard Shipping - Should arrive within 4 to 7 business days.
Expedited (Express) shipping (Temporarily unavailable) - Should arrive within 2 to 4 business days.
Fast Overnight Delivery (Temporarily unavailable) - Not including weekend or holiday. Order placed on Thursday afternoon will arrive on Monday.

PLEASE NOTE:  For both types of fast delivery - the shipping companies do not guarantee that shipments will arrive within the quoted delivery time and no compensation or refund can be provided for any delays in arrival.

Shipping Errors & Inquiries:

Sometimes things go wrong on the way from our website to your home… We are here to help you!
In case your package didn’t arrive, and there is no update on the package tracking info for more than 20 business days, please contact us for an additional delivery on our account or a refund.

 

International Shipments:

The responsibility for all taxes and duties, including customs, rests with the buyer.

Standard Shipping - Should arrive within 7 to 30 business days.
Expedited (Express) Shipping (Temporarily unavailable) - Should arrive within 4 to 12 business days.

PLEASE NOTE: For fast delivery - the shipping companies do not guarantee that shipments will arrive within the quoted delivery time and no compensation or refund can be provided for any delays in arrival.

Shipping Errors & Inquiries:

Sometimes, on the way from our website to your home things can go wrong…We are here to help you.  
In case your package didn’t arrive, and there is no update on the package tracking info for more than 30 business days,
please contact us for an additional delivery on our account or a refund.

We should point out that this year has been remarkably exceptional. Due to COVID-19 related staffing shortages, as well as shipping companies capacity limits, orders are taking a bit longer to get to you.
We sincerely apologize for any delay and appreciate your patience.
We are doing everything possible on our side to speed up the shipping process.

 

Warranty

Warranty Period - 2 years 
hroughout the warranty period, Mayu warrants its products against defects on account of the manufacturer's faulty material or workmanship.

This warranty is valid only for:

  • The original consumer.
  • When the product is purchased through authorized online channels or retailers.
  • With the original sales receipt for proof of purchase to make your warranty claim.

This warranty does not include damage to the product resulting from:

  • Failures caused by misuse, accidents, or repairs performed by unauthorized personnel.
  • Operating with the wrong type of current or voltage.
  • Failure to follow cleaning instructions. 
  • Failure to comply with any instructions or warnings listed in the product manual carries with it the product.
  • The product is made out of fragile materials such as glass and porcelain, the warranty does not cover breakage of these parts after the first use. 

The responsibility for all taxes and duties, including customs of the replacement parts rests with the buyer.

Mayu Water products are made with the highest quality materials and with extreme attention. However, if you are experiencing a problem with the product, or need any other information regarding warranty or service, please contact us via email tocontact@mayuwater.com and include:

  • Photo of your tackled product
  • Original receipt from your mayuwater.com order
  • Details regarding the problem 

 We would be happy to be at your service and help in any way we can.

Please note that our customer support’s working days are - Sunday to Thursday.

 

Returns

Should you be unhappy for any reason with your purchase, please inform us within 30 days of receipt for a full refund, less shipping costs. 

If your package has not been opened and you wish to receive a refund within 30 days - we will issue you a return label at no charge (in the US only).

In case the product does not work properly - you are covered by the warranty to replace until you are satisfied. If you decide not to want a replacement product, you will receive a full refund - minus your shipping costs.

Note: We cannot provide return labels for orders shipped outside of the United States. International customers are responsible for the cost of return shipping.

Customers are responsible for shipping costs unless the item is deemed defective by Mayu and a return label is provided.

If you are not entirely satisfied with your purchase, we're here to help.
Even if your return and refund request does not meet our policy as described below, please do not hesitate to contact us to submit an inquiry.