FAQs
Last updated: June 14, 2026
1.What does the total price include?
Your total payment = product prices + shipping fee + tax (if any)
Note:
- The Discount code only applies to the item subtotal, not the total price.
- The shipping fee is calculated based on the shipping method, item weight, and the shipping destination.
- Tax is only required in some countries; the detailed explanation can be found in the question below.
- The shipping fee and tax will be added on the checkout page after you provide your shipping address.
We suggest you carefully review the pricing and shipping details during the checkout process before placing your order
Note:
- The Discount code only applies to the item subtotal, not the total price.
- The shipping fee is calculated based on the shipping method, item weight, and the shipping destination.
- Tax is only required in some countries; the detailed explanation can be found in the question below.
- The shipping fee and tax will be added on the checkout page after you provide your shipping address.
We suggest you carefully review the pricing and shipping details during the checkout process before placing your order
2. Why has my order tracking status not been updated? What should I do?
Tracking information may not be updated immediately for some reasons, such as:
- The tracking number has just been created. After being sent out, your tracking number will need up to 7 business days to be updated due to delays between the scanning process and the website's updates.
- The package may not be scanned until it reaches the regional hub near the destination.
- The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.
We suggest waiting for 5-7 business days & recheck the tracking link after that. However, if your tracking status has not been updated for over 10 business days, please contact us to be supported right away.
3. Why did I not receive confirmation email?
The confirmation email is sent to you after the order is placing successfully. However, it sometimes take 3-5 minutes to be successfully delivered to your mailbox. If you have not received this email, please:
- Wait for 5- 10 minutes and check your mailbox even the spam/junk folder
- Contact us if you still do not receive any email
This email might be going to spam or another folder. In this case, please check those folders and mark emails from Mahstead as not spam.
- Wait for 5- 10 minutes and check your mailbox even the spam/junk folder
- Contact us if you still do not receive any email
This email might be going to spam or another folder. In this case, please check those folders and mark emails from Mahstead as not spam.
4. How do I cancel my order?
Within 12 hours after placing the order, you can cancel it yourself by using the "View my order" link in your order confirmation email
If you need to cancel your order after this 12-hour window, please contact our support team. We’ll check the order status and let you know whether cancellation is still possible.
Please keep in mind that we are always willing to support you with your cancellation request after the 12-hour timeframe, but this does not guarantee the cancellation.
5. Can I change my shipping address or the Mahjong design after placing an order?
Only within the first 12 hours after placing your order, you can change your shipping address or Mahjong design yourself by using the "View my order" link in your order confirmation email.
After this 12-hour timeframe, please contact us at support@mahstead.com or via live chat so we can check it for you, as we can not guarantee that the design or your shipping address can still be edited.
Changes can only be made if your order has not yet been processed. So, please contact us as soon as possible if you need to make any changes.
After this 12-hour timeframe, please contact us at support@mahstead.com or via live chat so we can check it for you, as we can not guarantee that the design or your shipping address can still be edited.
Changes can only be made if your order has not yet been processed. So, please contact us as soon as possible if you need to make any changes.
6. Can I use multiple addresses on one order?
Each order ships to one address. To send items to different addresses, please place a separate order for each address. Items in the same order may be produced in different facilities and arrive in separate parcels; you are charged one shipping fee for the order and you will receive a notification with tracking for each parcel.
7. Will I be charged with customs and taxes?
It depends on your shipping address because Tax and Customs fees are regulated by destination countries. Currently, the VAT is applied to some European countries and Canada.
Regarding Tax: prices displayed on our website have not yet included taxes, but you will be informed of the exact tax rate during your checkout before you complete the order. The standard VAT rate in the EU is in the range of 16 – 27%. In Canada, the tax rate you will be charged depends on your province.
Regarding Customs fee: This fee is only applied in certain countries. We cannot include it when you check out as it is managed and charged by the Customs at entry into your country. Your country's Customs department will inform you if there is a charge.
8. What is your policy for returning items?
Contact us via live chat or email support@mahstead.com with your order number and the reason for your return. We will confirm whether the item is eligible and send you return instructions.
Please do not send anything back before we approve it.
Please do not send anything back before we approve it.
Unauthorized returns cannot be accepted, and we are not able to refund a parcel we were not expecting.
9. What's included in the set
A complete American Mahjong tile set with all the tiles required for current play. The exact tile count is listed in the specifications on the website.
10. How to care for my tiles?
A few simple habits can help keep your Mahjong tiles looking great for years to come.
- Wipe clean: Use a soft, dry cloth to remove dust and fingerprints from the acrylic surface.
- Store safely: Keep the tiles in the bag when not in use to protect them during storage and transport.
- Avoid harsh chemicals: For a deeper clean, use mild soap and water. Make sure the tiles are completely dry before storing them.
- Wipe clean: Use a soft, dry cloth to remove dust and fingerprints from the acrylic surface.
- Store safely: Keep the tiles in the bag when not in use to protect them during storage and transport.
- Avoid harsh chemicals: For a deeper clean, use mild soap and water. Make sure the tiles are completely dry before storing them.
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