Shipping During the spread of COViD-19
Prioritizing high-priority items in our operations network
As COVID-19 has spread, we've seen an increase in people shopping online. To serve our customers while also helping to ensure the safety of our associates, we’ve adjusted our logistics, transportation, supply chain, purchasing, and third-party seller processes to prioritize delivering items that are a higher priority for our customers. This will result in some of our delivery promises being longer than usual.
We request you to kindly cooperate with us and stand hand-in-hand with the Government's decision to contain the spread of Coronavirus in the country.
To serve our customers’ most urgent needs while also ensuring the safety of our employees, we are temporarily prioritizing our available fulfilment and logistics capacity to serve products that are currently critical for our customers such as Household Staples, Packaged Food, Health Care, Hygiene, Personal safety and other high priority products. This also means that we have to temporarily disable shipments for lower-priority products. Although we are accepting orders for all items, the lower-priority items will be shipped to you as soon as we are in a position to do so.
Please also note that we are facing a certain amount of delays due to individual state-level and city-level lockdowns imposed by the governing body in-charge, due to which delivery timelines have been heavily impacted.
These changes are in effect from 18th March 2020, and we will update when we resume normal operations. We will follow all Centre and State Government guidance on this. We continue to work with concerned government authorities to ensure on-ground support that will enable us to offer a more expanded selection to fulfil customer needs.
We recognize these are hard decisions that may impact some of our sellers’ business - we appreciate their understanding and continue to work for ways to enable small businesses to meet customer requirements during this time.
MaSu Living and our network of partners are helping communities around the world and in India to deliver much-needed supplies directly to the doorsteps of people who need them. We will remain focused on providing this vital service to people in India, especially to those most vulnerable, like the elderly or those without access.
For any other assistance, reach out to us at firstname.lastname@example.org or contact us at +91 83030 59379.
We currently deliver across India to all metros and certain non-metro cities.
We have tied up with a reliable logistics partner that ensures reliable delivery of non-perishable items across cities. For perishable goods, we have a dedicated logistics team that will pick your products from the vendor and hand-deliver it to you (This service is currently available only in select cities for select products).
We try our very best to ensure that there are no delays in shipments, but sometimes it's beyond our control.
Since most of the products are made to order, we allow the vendors to decide on the lead time they require. This time is indicated alongside each product and reflects in the checkout page (Typically the lead time is 5-7 working days).
The logistics partner gets a notification once the vendor has your product ready for dispatch. They will then pick it up from the vendor and deliver it to you between 8 am to 9 pm on all business days between Monday to Saturday.
We ship on all days (Monday to Saturday) except Sundays and public holidays.
If you feel that the packaging of the product is tampered or damaged at the time of delivery, please refuse to accept delivery of the product and contact us immediately at email@example.com, mentioning your order reference number and a picture of the tampered package. We shall ensure a replacement delivery is made to you at the earliest.
In case your shipment is delayed:
In case there is a delay, please send us an email on firstname.lastname@example.org with your order number.
In the unfortunate scenario that your shipment has been misplaced or lost en route, we can either resend the order to you (if the same products are still in stock), or issue a credit note to you, or reimburse the amount completely to you. In such a case, we would request you to confirm in writing to us that you have not received the product. However, MaSu Living’s decision in this regards shall be final and binding to you and that you shall not be entitled to raise any claims in that regards.