MASSO Documentation

Shipping & Delivery

Order processing time


Most of the orders are processed and dispatched the next business day. Orders are not dispatched or delivered on weekends or public holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days and we will notify via email for any delays.




Shipping rates & delivery estimates


Shipping charges for your order will be calculated and displayed at checkout. If your order contains multiple items that the website is not able to calculate and must be calculated manually, please email us on support@masso.com.au your order list including delivery address for us to provide you the shipping costs.




Worldwide shipping


We have partnered with DHL to provide industry leading door to door

service for our clients. DHL Express provides delivery to almost all

countries. 



Shipment confirmation & order tracking


You will receive a shipment confirmation email with tracking details once your order has been dispatched.



Important information regarding DHL deliveries


Please note that it is the responsibility of the receiver to monitor shipments and reach out to their local DHL customer service team for tracking, delivery, delay in delivery, customs clearance or any other questions or concerns. If your shipment is taking too long then please contact your local DHL number as DHL might be waiting for some additional information from the receiver. 


DHL can only hold the shipment for usually two weeks and after that, the shipment will be either returned or destroyed depending on the destination countries rules. If the shipment is returned or destroyed because of no communication by the receiver with the clearance process or delivery address issue then its client responsibility to cover the costs involved to send the shipment again.



Customs, duties and taxes


Depending on the country of import, customs and taxes are calculated.


Each country has its own tax or customs rules and rates, some countries have free trade agreements and do not charge any taxes or customs on some items. For more information about this, please contact your local customs authorities about charges applicable for your country.


All customs and taxes imposed during or after shipping are the responsibility of the customer.



Damages


MASSO is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials, photos and damaged goods before filing a claim. You can also email us for any support in this matter so that we can assist you in the process.