SHIPPING & RETURNS

Shipping Policy

Because our products are fulfilled through our partner network, delivery times vary depending on where each item ships from. Please see the breakdown below for what to expect.

Domestic (US-Based) Items

Items shipping from our US-based warehouses typically arrive within 3–5 business days.

International (Overseas) Items

Items shipping from our overseas suppliers typically take 10–15 business days to arrive, depending on customs processing and carrier performance.

Average Estimated Delivery

Across our full catalog, standard delivery is estimated at approximately 8–9 business days on average. This figure blends both domestic and international shipping routes, so the actual delivery time for any specific order will depend on where that item ships from.

Peak Season Delays

During peak seasons, such as major holidays, delivery times may run longer than usual due to increased order volume and customs processing delays.

Our Commitment

We work continuously with our fulfillment partners to improve shipping speed and to keep our delivery estimates as accurate as possible. Where available, product listings will indicate whether an item ships domestically or internationally, so customers can set the right expectations before ordering.

Returns & Refunds Policy

Your satisfaction matters to us. Because our products ship directly from our fulfillment partners, many issues can be resolved quickly and sustainably without a physical return. Here is exactly how returns, refunds, and replacements work.

These policies are aligned with those of our fulfillment partner, Zendrop, particularly regarding product warranties. Zendrop does not offer warranties on skincare products, and our own Disclaimer reflects this.

30-Day Resolution Window

You may request a return, refund, or replacement within 30 days of the delivery date (not the order date). To help us resolve your issue quickly, please contact us as soon as you notice a problem.

Damaged, Defective, Wrong, or Missing Items

If your item arrives damaged, defective, incorrect, or is missing from your order, please email support@shopmacaja.com within 72 hours of delivery with clear photos or a short video showing the issue, the product packaging, and the shipping label. Once verified, we will arrange a replacement or refund. Where a physical return is required, the customer is responsible for return shipping costs; where a returnless refund is possible (see below), no return is necessary. Original shipping charges are non-refundable.

Returnless and Partial Refunds

For eligible low-cost items, return shipping often costs more than the product itself. In these cases, we may issue a full "returnless" refund (you keep or responsibly dispose of the item) or, for minor cosmetic issues where you are otherwise satisfied with the product, offer a partial refund. We will always propose the fastest, fairest resolution for your specific situation.

Change-of-Mind Returns

If you simply change your mind, you may request a return within the 30-day window, provided the item is unused and in its original condition and packaging with all accessories included. For change-of-mind returns, the customer is responsible for return shipping costs, and original shipping charges are non-refundable. Please email us first for return instructions and the correct return address — do not ship items back without authorization.

Return Shipping and Costs

All shipping costs are the responsibility of the customer. This includes original shipping (non-refundable) and any return shipping, including for damaged, defective, or incorrect items where a physical return is requested. Packages returned to sender due to an incorrect address or an unclaimed delivery may incur re-shipping costs, which are also the customer's responsibility.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened, and clearance or final-sale items are not eligible for return. Gift cards are non-refundable. Any import duties, taxes, or customs fees already paid are non-refundable.

How to Start a Request

Email support@shopmacaja.com with your order number, a description of the issue, and photos or video where applicable. We aim to respond within 24 hours and will guide you through the best resolution — replacement, refund, or return.

Refund Timing

Once your refund is approved, it is issued to your original payment method (Stripe or PayPal). Please allow 5–10 business days for the funds to appear, depending on your bank or card issuer.

Exchanges

The fastest way to receive a different item is to request a refund or replacement for the original and place a new order. We are happy to help you choose the right product for your everyday use.

Last Updated: 14 October 2026