Shipping policy
Last updated: August 3, 2026
At MAI SpA, we want your shopping experience to be simple, secure, and transparent. Below you will find all the information related to our domestic and international shipments.
1. Shipping Coverage
We ship throughout Chile and to most countries in the world. Shipping availability will depend on the coverage of our shipping carriers and the restrictions in force in each country. Should an address not be shippable, we will contact you to offer a solution or issue a corresponding refund.
2. Order Processing
All orders go through an internal review, preparation, and packaging process before being handed over to the carrier. Preparation time is normally 1 to 3 business days, though it may extend during: collection launches; Cyber Day, Black Friday, and other campaigns; festive periods; high demand periods; force majeure events. Orders are processed only on business days. We do not ship on weekends or holidays.
3. Delivery Times
Once the order has been dispatched, estimated times are: Chile, up to 5 business days, depending on the region and the carrier. International shipments, up to 20 business days, depending on the destination country and customs processes. These deadlines are estimates and may vary due to circumstances beyond MAI SpA's control.
4. Shipping Companies
We work with specialized shipping companies to ensure the best possible experience. The shipping company may vary depending on the order's destination. Once the package is handed over to the carrier, transit times depend exclusively on that company.
5. Order Tracking
When your order is dispatched, you will receive an email with the corresponding tracking information. It is the customer's responsibility to periodically check the status of their shipment using the provided tracking number.
6. Shipping Costs
The shipping cost is automatically calculated during the purchase process based on: country; city; delivery address; weight; order volume. The value will be informed before finalizing payment.
7. Free Shipping
When free shipping promotions exist, these will apply only under the conditions informed in the corresponding campaign. In case of returns or exchanges, free shipping applies only to the original shipment and does not cover costs associated with returns or new shipments, unless there is an error attributable to MAI SpA.
8. Delivery Address
It is the sole responsibility of the customer to correctly enter: recipient's name; full address; commune or city; postal code when applicable; contact phone number; email address. MAI SpA will not be responsible for delays, losses, or returns caused by incorrect or incomplete information provided by the customer.
9. Delivery Attempts
The shipping company may make one or more delivery attempts according to its own policies. If the package is returned due to: incorrect address; recipient absent; package rejection; inability to contact; expiration of the pickup period, the cost of the new shipment will be borne by the customer. If the customer requests a refund under these circumstances, MAI may deduct logistics costs already incurred, where applicable law allows.
10. Shipping Delays
Although we make every effort to meet informed deadlines, delays may occur due to: weather conditions; natural disasters; customs processes; strikes; logistical contingencies; high demand; sanitary restrictions; force majeure events. These events are beyond MAI SpA's control and do not generate liability for any damages resulting from the delay.
11. Order Reception
Upon receiving the package, we recommend immediately checking that: the packaging shows no significant damage; the package corresponds to the recipient; there are no evident signs of opening or tampering. If the package shows visible damage caused during transit, we recommend noting this with the shipping company and contacting us within the first 48 hours of reception.
12. Orders Marked as Delivered
If the tracking system indicates that the order was delivered, but the customer reports not having received it, MAI SpA will collaborate by taking the corresponding steps with the shipping company. Notwithstanding the foregoing, MAI does not guarantee results that depend exclusively on third parties responsible for transport.
13. Loss of Shipment
If an order is lost during transit and the shipping company officially confirms said loss, MAI will offer, as appropriate: reshipment of the order, subject to stock availability; or a refund of the amount paid. Each case will be evaluated individually.
14. Products Damaged During Transit
If the product arrives with damage caused during transit, the customer must contact us within the first 48 hours of reception by sending: photographs of the packaging; photographs of the product; order number; description of the problem. We will not be able to evaluate claims when the product has been used.
15. International Shipments
International orders may be subject to: taxes; local VAT; tariffs; import duties; customs charges; administrative costs. All these charges are the sole responsibility of the buyer. MAI SpA has no control over these values and cannot estimate them beforehand.
16. Refusal of International Packages
If an international order is refused by the recipient or by the customs authority and is returned to MAI, the customer will be responsible for all costs associated with the return, storage, taxes, and new shipments that may arise. In such cases, any refund may deduct effectively incurred logistics costs, where applicable law allows.
17. Orders with Multiple Products
To expedite delivery, MAI SpA may dispatch products from the same order in separate shipments when necessary. This will not generate additional costs for the customer, unless previously informed.
18. Force Majeure Cases
MAI SpA will not be responsible for delays or non-compliance caused by events beyond its reasonable control, including, among others: earthquakes; fires; floods; armed conflicts; strikes; pandemics; government restrictions; interruptions in logistical services; transport failures.
19. Right to Cancel a Shipment
Before dispatch, MAI SpA may cancel an order when there are well-founded reasons, including: suspicions of fraud; evident pricing errors; lack of stock; logistical impossibility of dispatch; breach of these Terms and Conditions. In such a case, a full refund of the amount paid will be issued.
20. Contact
If you have any questions related to your shipment, you can contact us through our official customer service channels published on our website. Our team will be happy to assist you.