Support & FAQs

1. How to return or exchange an item on Maxidea

Unfortunately, we do not offer exchanges at the moment, but you can place a new order and initiate a return of the existing order. Almost all items are eligible for returns and refunds within 90 days from the purchase date. The few exceptions are for:

- Clothing items that have been worn, washed, damaged, or have had tags, packaging, or hygiene stickers removed, or are part of an incomplete set.

- Items specifically labeled as non-returnable.

- Customized items.

- Some free gifts.

2. How do I ship my items back?

If your items are eligible for a return, you may follow the steps below to start your return process:

1. Sign into your account.

2. Find the relevant order under 'Your orders' and click 'Return/Refund'.

3. Confirm that you have received the package, and select the item(s) you would like to return and the reason for the return. If applicable, you may also upload photos and/or comments to further explain.

4. Confirm the return information, and click 'Next'.

5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Maxidea credit balance or credit to your original payment method. Make your selection and click 'Submit'.

6. If you need to return your item(s), you will have the option to choose your return method. Select your return and refund methods. Then, click 'Submit'.

7. Print and tape your return label to the outside of your return package. The first return for EVERY order is free. Mail out your package at the nearest USPS or UPS location and you're done!

If you would like to request return and refund of additional items before shipping out the return package, please follow the instructions on the return details page and choose to use the same return label. Then you can ship back the additional items together and avoid return shipping fees.

After you apply for your return, you will need to return your package within 14 days. You can reference the status of your refund or rebuy any items from your order on your order details page.

3. Protect Yourself from Spam Text Messages and Phishing Scams

Beware of spam messages, emails, and phone calls! Scammers frequently use these communication methods to steal personal and financial information. To protect yourself, we recommend that you do not respond to these messages or calls, and avoid clicking on links in emails or text messages from unknown sources. If you're uncertain about the legitimacy of a message, it's better to be safe and report it to us. If you require assistance, please contact our customer service team, and we will investigate your reports thoroughly to ensure your information stays safe and secure.

4. My tracking info says my package was delivered, but I haven't received it.

Don't worry-if you haven't received your package, there are a few things that we can do:

4.1. Verify your shipping address. Go to the "Your orders" page on maxideamall.com or your Maxidea app to confirm your order's shipping details.

4.2. If the address is confirmed, most packages are usually found to be accidentally misplaced. Look around your mailbox or drop-off location to see if the courier left your package near your house, in your mailbox, in front of your garage, or on your lawn.

4.3. Check if someone else accepted the package on your behalf. Ask your family, neighbors, or other household members to see if they accepted the delivery for you.

4.4. Sometimes a package can be marked as delivered when the courier is able to arrive at your address, but fails to make the delivery when they aren't able to reach you. Please check your phone messages and emails to see if the carrier notified you of a failed attempted delivery.

5. What should I do if I am missing item(s) from my order?

There are two reasons why you may be missing items from your order.

5.1. Your order is overweight due to excess items.

For overweight orders, we may split the order and ship it out in multiple packages so that you get the other items in your order as quickly as possible. We will then ship out the remaining products as soon as they are processed. You can view details about your order in the 'Your orders' page of your Maxidea account. Click 'track' next to your order so that you can see if your items were split into multiple packages.

5.2. Items went missing during packing or transportation.

If you are missing an item from your order and it is not scheduled to be sent in another package, you may request a refund by the following steps:

- Click 'You' from the Maxidea app > 'Customer support' > 'Contact us', or click 'Support' on the top of maxideamall.com, then click 'Chat with Maxidea'

- Send 'missing item' and select the order you need help with

- Click 'Select missing item(s)'

- Select the item(s) and the quantity that is missing

- Upload the details of the missing item(s) and click 'Next'

- Select your refund method

- Click submit to request a refund for your missing item(s)

Once Maxidea issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Maxidea credit refund that can be used in the future purchase, it will be swiftly added to your Maxidea Credit Balance within 3 minutes.

6. How do I track my refund?

You may track your refund progress through any of the following ways:

6.1. Please go to 'Your orders' in Maxidea app or on maxideamall.com, find the corresponding order and click to view its details. Scroll to the refunded item and click 'Details'. You can then check your refund status and refund method for each refunded item.

6.2. Please go to your account in Maxidea app or on maxideamall.com, find the 'Messages' section and click your refund message notification to view the details.

6.3. If you enabled text or email notifications for your order, you can click on the links there to track your refund status as well.

Once Maxidea issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Maxidea credit refund, it will be swiftly added to your Maxidea Credit Balance within 3 minutes.

7. What if I received an item damaged or not as described?

When you shop on Maxidea, your orders are safe under the Maxidea Purchase Protection Program which offers refunds for items that do not arrive, arrive damaged, or are not as described. You may be asked to send the item back before your refund can be issued. Please note that this amount may not match the full price of the items since sales taxes, shipping, used coupons and credit are taken into account.

To report an item as damaged or not as described, please follow the steps below to request your refund:

7.1. Sign into your account.

7.2. Find the relevant order under 'Your orders' and click 'Return/Refund'.

7.3. Confirm that you have received the package, and select the item(s) you would like to return and the reason for the return. If applicable, you may also upload photos and/or comments to further explain.

7.4. Confirm the return information, and click 'Next'.

7.5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Maxidea credit balance or credit to your original payment method. Make your selection and click 'Submit'.

7.6. If you need to return your item(s), you will have the option to choose your return method. Select your return and refund methods. Then, click 'Submit'.

7.7. If applicable, print and tape your return label to the outside of your return package. The first return for EVERY order is free. Mail out your package at the nearest USPS or UPS location and you're done!

7.8. You can reference the status of your refund or rebuy any items from your order on your order details page.

8. Is it safe to shop on Maxidea? How will my information be used?

Maxidea is a safe shopping website. We care about our customers' privacy and data security.

We can assure you that all of our payment links have PCI certifications. We work with major payment providers like Visa, Mastercard, PayPal, Apple Pay, and Google Pay, which all have stringent consumer protection policies and state-of-the-art technology in place to protect our customers' payment data.

We also describe in detail how we collect, use, and protect your personal information in our Privacy Policy, which can be found in Maxidea's Privacy and Cookie Policy

Protecting Your Data and Transactions on Maxidea

8.1. Advanced Security Protocols: Maxidea employs advanced security measures to protect your personal and payment information. This includes the use of secure socket layer (SSL) technology to encrypt data during transmission.

8.2. PCI DSS Compliance: Our compliance with the Payment Card Industry Data Security Standard (PCI DSS) ensures that your card information is handled securely throughout every transaction.

8.3. Regular Security Audits: We conduct regular security audits and updates to stay ahead of potential threats, ensuring that your shopping experience is both safe and secure.

Tips for Safe Shopping on Maxidea

1. Create a Strong Password: Use a unique and strong password for your Maxidea account and update it regularly.

2. Monitor Your Account: Regularly check your account for any unauthorized activity and report any problems immediately.

Beware of Phishing Scams: Be cautious of emails or messages that ask for personal information or direct you to a website other than Maxidea. Always verify the authenticity of such information.

Our Commitment to Your Privacy

1. Transparent Data Usage: Our Privacy Policy details how we collect and use your information.

2. No Unnecessary Data Sharing: We do not share your personal information with third-party merchandise partners on Maxidea, ensuring your data remains confidential and secure.

3. Customer Consent and Control: You have control over your personal information. We seek your consent for any data processing and provide options to manage your privacy settings.

In Case of Concerns

1. Reporting Security Concerns: If you encounter any security concerns or suspicious activities, you can report them directly through our secure channels.

2. Customer Support Access: Our customer support team is always available to assist you with any queries or concerns about your safety and privacy.

Maxidea's Safe Shopping Guarantee

1. Refund and Return Policies: In the rare event of an issue with your order, our comprehensive refund and return policies are in place to ensure your satisfaction.

2. Verification of merchandise partners: We rigorously verify all merchandise partners on Maxidea to maintain a safe and trustworthy shopping website.

3. Secure Payment Processing: With secure payment processing, your transactions on Maxidea are always protected.

Ensuring a Safe Shopping Experience

Shopping on Maxidea is not just about finding great deals; it's also about feeling secure and protected. We continuously evolve our security measures to ensure that you can shop with confidence, knowing your data and other information are safe with us.