Shipping, Returns and Warranty Policies
RETURNS POLICY
Thank you for shopping with us at Bespoke Mahjong. We strive to provide high-quality products and exceptional customer service.
• Merchandise that has been opened, unwrapped, or removed from its original sealed product packaging is subject to a 15% restocking fee.
*Table and Sale purchases are final sale and cannot be returned.
RETURNS & EXCHANGES
You may request a return or exchange within 14 days of delivery.
To be eligible for a return or exchange:
• Product must be in its original condition, Tiles must be unopened and in original packaging. Product must include all original packaging and accessories.
• Original proof of purchase is required
*Table and Sale purchases are final sale and cannot be returned.
INITIATING A RETURN/EXCHANGE
You can start a return or exchange here.
Purchasers that opted in for checkout+ will have free return shipping. Purchaser that opted out are responsible for all return shipping fees for goods being returned or exchanged.
If a returned item is deemed unsuitable for a return, Bespoke Mahjong reserves the right to refuse the return.
There is a 15% restocking fee for any returned items not in original packaging that are being returned due to a change of mind.
*Table and Sale purchases are final sale and cannot be returned.
INITIATING A SHIPPING CARRIER CLAIM (LOST, DAMAGED, & STOLEN ITEMS)
You can start a claim here.
If you opted into Checkout+: your order is covered by package protection. If your package is lost, stolen, or damaged in transit, once approved, we'll replace the item at no extra cost (or issue a refund/store credit if it's out of stock). For damaged items, please include a photo of the damage when you file.
If you opted out of Checkout+: your order is not protected against carrier loss or damage, and we're unable to cover replacements for shipping-related issues.
Please inspect your order when it arrives and file any claim within 30 days of the delivery date.
REFUNDS
Refunds will be issued to the original payment method within 7–14 business days after the return is received and processed.
RETURN SHIPPING & RESTOCKING FEES
• Merchandise that has been opened, unwrapped, or removed from its original sealed product packaging is subject to a 15% restocking fee.
If an item arrives damaged during shipping or contains a verified manufacturing defect, Bespoke Mahjong will cover return shipping costs and waive any applicable restocking fees.
CANCELLING/EDITING ORDER
You can edit or cancel your order here.
After placing an order you have 30 minutes to edit or cancel it. If you wish to return your order after this point then you can do so after the order has been fulfilled (can take 1-2 business days)
FINAL SALE ITEMS
The following items are final sale and may not be returned or exchanged:
• Tables
• Sale or discounted merchandise
• Custom products
• Personalized products
• Gift cards
• Products marked Final Sale
NORMAL WEAR & TEAR
Normal wear and tear resulting from regular use is not considered a manufacturing defect and is not covered under warranty.
Cosmetic wear resulting from regular gameplay may become more noticeable over time and does not affect the function or playability of the tiles. Cosmetic wear alone does not qualify for replacement under this warranty.
Products used in high-frequency environments, including frequent recreational, instructional, club, or commercial play, may experience cosmetic wear more quickly than products used for typical residential play.
MANUFACTURING DEFECTS
We stand behind the quality of our products.
Visible manufacturing defects, missing components, order discrepancies, or product quality concerns must be reported within 30 days of delivery.
Examples may include:
• Missing or misprinted tiles
• Missing paint or printing defects
• Cracked tiles upon receipt
• Manufacturing flaws
• Missing components
• Incorrect items received
To submit a claim, please provide:
• Proof of purchase
• Photos of the issue
• Description of the concern
Upon review, Bespoke Mahjong may repair, replace, provide store credit, or offer another resolution at its sole discretion.
LIMITED TILE WARRANTY
Bespoke Mahjong tile sets are covered by a Six-Month Limited Warranty against manufacturing-related defects from the date of purchase.
This warranty applies only to the original purchaser and requires proof of purchase from Bespoke Mahjong or an authorized retailer.
Examples of covered defects may include:
• Manufacturing-related paint or print defects identified during the warranty period
• Production-related quality issues
• Material defects not apparent upon initial inspection
This warranty does not cover:
• Normal wear and tear
• Cosmetic wear resulting from regular gameplay
• Cosmetic wear, including surface wear, paint wear, minor chipping, scratches, or finish wear resulting from regular use
• Damage caused by dropping tiles
• Damage caused by improper storage
• Damage caused by exposure to heat, moisture, sunlight, chemicals, cleaning products, or environmental conditions
• Damage caused by pets, children, accidents, misuse, or neglect
• Products purchased secondhand or through unauthorized sellers
• Variations in color, finish, wood grain, acrylic characteristics, print placement, or other minor cosmetic differences that do not affect functionality
XL MEGA TILES & AUTOMATIC TABLE USE
XL Mega Tiles are specifically designed for use with automatic Mahjong tables and experience significantly more handling, tumbling, and mechanical movement than traditional Mahjong tiles.
Because of the nature of automatic table play, cosmetic wear may occur more quickly than with traditional hand-played tile sets.
Normal wear and tear, including minor paint wear, surface wear, scratches, or cosmetic imperfections resulting from regular automatic table use, is not considered a manufacturing defect and is not covered under warranty.
The Limited Tile Warranty covers manufacturing defects only and does not cover wear resulting from normal automatic table operation.
DISCONTINUED PRODUCTS
Replacement parts and products are subject to availability.
If a product, tile design, or component has been discontinued or is no longer manufactured, Bespoke Mahjong will make reasonable efforts to provide available replacement pieces when possible. Exact matches cannot be guaranteed for discontinued products.
If replacement inventory is unavailable, Bespoke Mahjong may, at its sole discretion, offer an alternative solution, store credit, or another reasonable accommodation.
ORIGINAL PURCHASER REQUIREMENT
Bespoke Mahjong products are eligible for return, exchange, replacement, or warranty review only by the original purchaser.
Warranty coverage applies only to products purchased directly from Bespoke Mahjong or an authorized retailer and is non-transferable.
Products obtained through private resale, Facebook Marketplace, gifting, third-party transactions, or unauthorized sellers are not eligible for return, exchange, replacement, or warranty review.
If a product is purchased from a previous owner or unauthorized source, any concerns must be addressed directly with the seller.
Bespoke Mahjong reserves the right to deny claims for products purchased through unauthorized resale channels.
WHOLESALE & AUTHORIZED RETAIL PURCHASES
Customers who purchase through an authorized retailer or wholesale partner should first contact the original retailer regarding any return or exchange request.
Warranty claims must include proof of purchase from an authorized retailer and remain subject to the same warranty terms and reporting deadlines outlined above.
COURTESY REPLACEMENTS
We understand that every situation is unique.
While issues that fall outside our warranty coverage may not qualify for replacement, Bespoke Mahjong may, at its sole discretion, offer replacement pieces, store credit, discounts, or other goodwill accommodations.
Courtesy accommodations are one-time gestures of goodwill, do not establish an ongoing obligation to provide future replacements, and do not extend or renew the original warranty.
Courtesy replacements remain subject to product availability. Exact replacement pieces or discontinued designs may not be available.
All courtesy accommodations are evaluated on a case-by-case basis and are not guaranteed.
PRICE ADJUSTMENTS
We are happy to offer a one-time price adjustment when items go on sale within 7 days of purchase. The item must be part of the promotion and still be in stock. Requests must be made during the sale period. Please contact info@bespokemahjong.com.
GIFT CARDS
All gift card purchases are final sale and non-refundable.
IN-STORE PICKUP
Prefer to pick up your order and save on shipping costs? Local pickup is available as an option at checkout. Please contact orders@bespokemahjong.com to coordinate a pickup time.
Bespoke Mahjong
1601 Kelly Blvd.
Carrollton, Texas 75006
PRODUCT IMAGES
We enhance our product photos by cleaning up backgrounds and adjusting colors for web presentation. Colors may vary slightly due to monitor settings, lighting conditions, and production variations.
DISCOUNT CODES
Discount codes cannot be combined with other offers.
SALE ITEMS
All sale items are FINAL SALE and cannot be returned or exchanged. Additional discount codes may not be used on sale items.
DAMAGED PRODUCTS
If your item arrives damaged during shipping, please contact our customer support team within 5 days of delivery.
Please provide:
• Order number
• Photos of the damaged item
• Photos of the packaging
• Description of the damage
LOST IN TRANSIT
If your order is lost in transit and has not been delivered within the expected timeframe, please contact our customer service team.
If the carrier confirms the package is lost, we will offer a replacement (if available) or a refund.
TABLE WARRANTY
All tables are warranted to the original purchaser to be free from defects in manufacturer parts for a period of ninety (90) days from the date of delivery.
This warranty does not cover physical damage, improper installation, improper or abnormal use, misuse, neglect, accidents, improper maintenance, or issues arising from anything other than defects in materials or workmanship.
For table support, troubleshooting, warranty questions, or assembly assistance, please contact troubleshooting@bespokemahjong.com.
SHIPPING
Most orders ship within 3–7 business days.
Processing times may be extended during sales, holidays, product launches, inventory arrivals, or periods of high order volume.
For expedited delivery, options are available at checkout; however, even if a quicker shipping method is selected the order may not process till next shipping day depending on volumes.
INTERNATIONAL ORDERS
International orders may be subject to import duties, taxes, brokerage fees, customs charges, or other government-imposed fees that are not included in the purchase price or shipping charges paid at checkout.
These fees are the responsibility of the customer and vary by country.
For shipments to Canada, Puerto Rico, Australia, and certain other destinations, additional import duties and taxes may be collected by the carrier or local customs authority prior to delivery.
Bespoke Mahjong is not responsible for any import duties, taxes, customs fees, brokerage fees, or other charges imposed by the destination country.
ADDITIONAL QUESTIONS