Shipping policy

hank you for shopping with Masuper Lighting. This policy explains where we ship, how orders are processed, how tracking works, and what to do if a delivery issue occurs.

1. Shipping Destinations

We ship to selected international destinations configured at checkout, including the United States, Canada, the United Kingdom, the United Arab Emirates, Saudi Arabia, Australia, New Zealand, and many countries in Europe and Asia.

Enter your delivery address at checkout to confirm whether shipping is available to your location. We currently do not offer unrestricted worldwide shipping, and some remote areas, islands, military addresses, or PO boxes may not be serviceable.

2. Shipping Costs

Available shipping methods and any applicable shipping charges are displayed during checkout before payment. Shipping costs can vary depending on the destination, product size, weight, quantity, and delivery method.

Any free-shipping promotion applies only when it is clearly displayed on the product page, cart, checkout, or promotional offer.

3. Order Processing

Standard in-stock orders are generally prepared for shipment within 3–5 business days, Monday through Friday, excluding public holidays.

Some lighting fixtures are made to order, customized, oversized, or require additional inspection and protective packaging. These items may need extra production or handling time. If a longer lead time applies, it may be shown on the product page or communicated after your order is reviewed.

4. Estimated Delivery Time

Delivery time begins after the order has been processed and dispatched. Transit times vary by destination, customs clearance, product size, and carrier availability.

  • Domestic and nearby destinations: estimated delivery time will be provided when available at checkout or after dispatch.
  • International orders: delivery commonly requires additional transit and customs time.
  • Oversized or freight shipments: delivery arrangements may require an appointment or additional coordination.

Delivery estimates are not guaranteed dates. Carrier delays, weather, customs inspections, peak seasons, and other events outside our control may affect arrival time.

5. Shipping Carriers

We select an appropriate carrier based on the destination, parcel dimensions, product value, and service availability. Orders may be shipped by express courier, postal service, specialist logistics provider, or freight carrier.

An order containing multiple items may arrive in separate packages or shipments.

6. Tracking Information

When tracking becomes available, we will send the tracking number to the email address used at checkout. Tracking information can take 24–72 hours to update after the carrier receives the shipment.

You can also use our Order Tracking page. Please contact us if tracking has not updated for an extended period.

7. Address Changes and Delivery Accuracy

  • Address changes: Request an address correction within 24 hours of placing the order. Changes may not be possible after processing or dispatch begins.
  • Incorrect or incomplete address: Customers are responsible for entering accurate delivery information. Additional shipping charges may apply if a shipment is returned or redirected because of an incorrect address.
  • Multiple addresses: A single order can be shipped to only one address. Please place separate orders for different destinations.
  • Delivery contact: Provide a valid email address and phone number so the carrier can contact you if necessary.

8. International Duties and Taxes

Import duties, customs fees, taxes, brokerage charges, or other destination-country fees may apply to international orders. Unless checkout explicitly states that these charges are included, they are the responsibility of the recipient.

Customs processing is controlled by local authorities and can delay delivery. Masuper Lighting cannot guarantee customs clearance times.

9. Delivery Inspection and Damage

Please inspect the package and product promptly after delivery. If the shipment appears damaged, photograph the outer packaging, shipping label, internal packaging, and product before discarding any materials.

Report damaged, defective, or incorrect items to info@masuperlighting.com with your order number and clear photos or video. Claims are handled according to our Return & Refund Policy.

10. Lost, Refused, or Undeliverable Shipments

If tracking shows no delivery or the shipment appears lost, contact us so we can investigate with the carrier. Verified shipments that remain lost or undelivered may qualify for a replacement or refund under our Return & Refund Policy.

Additional costs caused by refusal of delivery, failure to respond to the carrier, unpaid import charges, or an incorrect address may be deducted from any eligible refund.