Frequently asked questions

Welcome to the Frequently Asked Questions of Heirloom Mahjong Co. We are here to answer your questions and make your shopping experience as smooth as possible. If you need more help, please contact us.

About Heirloom Mahjong Co.

How can I contact customer service?

You can reach us through our Contact page or by email at support@heirloommahjongusa.com.

What is the return policy on your products?

Yes, we offer easy returns within 14 days of delivery. You can find all the details on our Return & Refund Policy page.

Do you have a physical store I can visit?

We are an online-only store, which allows us to offer fair prices and a wide selection of American mahjong sets and accessories.

Can I place a bulk order for my business or organization?

Yes, we accept bulk orders. Please contact our customer service for details.

Where is Heirloom Mahjong Co. located?

We are an independent online shop based in Paris, France, and we ship across the United States. You can find our full details on our Contact page.

Shipping

Do you ship internationally?

No. We currently ship only within the United States.

Do you offer free shipping?

Yes, we offer free standard shipping on all orders within the United States. For more information, see our Shipping Policy.

How long will it take to receive my order?

Order processing time: 1 to 3 business days (Monday to Friday). Once your order is processed, it is shipped with one of our trusted carrier partners.
Delivery time: 7 to 15 business days after dispatch.

You can read our full Shipping Policy.

Will I have to pay customs or import duties?

No. We cover all import duties and customs fees on the delivery of your order, so you will not be asked to pay anything when your package arrives. If you return an item, the customer pays the return shipping and any customs fees on the returned parcel.

How can I track my order?

Once your order has shipped, you will receive an email with a tracking number. You can also follow your package on our Track Order page.

Returns and refunds

Can I cancel my order after placing it?

Yes, you can cancel within 24 hours of placing your order. To cancel within this period, please contact our customer service.

What is your return policy?

We offer easy returns within 14 days of delivery. For all the details, see our Return & Refund Policy.

What if I receive a defective or incorrect item?

If your item arrives damaged, defective or incorrect, please contact us within 14 days of delivery with your order number and photos, and we will arrange a replacement or a full refund. See our Return & Refund Policy.

How do I exchange an item?

Please contact our customer service within 14 days of delivery and we will guide you through the exchange.

When will I receive my refund after a return?

Once we receive and inspect your returned item, your refund will be processed. Refunds usually appear on your original payment method within 5 to 10 business days. See our Return & Refund Policy for details.