We invest significant resources to safeguard our items during transit. We use only high quality, secure and sustainable packaging materials and ship exclusively via quality carriers to ensure our products arrive safely, despite the rigours of both domestic and international transit.

Although we make every effort to ship our items safely, from time to time, both visible and concealed damage can occur during transit. In order to ensure a speedy and reasonable resolution to any issue you may experience, please review the following information.

On Receipt of Delivery

Please inspect your order immediately upon receipt. If you notice any visible damage to the packaging, please note "Package received damaged" on the delivery paperwork before signing. Please retain the original packaging.

Report any damage, defects, or missing parts to Customer Support within 7 days of delivery. Claims submitted after 7 days will be denied.

When reporting an issue, please provide:

  • Order/Reference Number
  • Item name and description of the issue
  • Date received
  • Images documenting the issue

Picking Up Items

Items collected in person are deemed to be in good condition at the point of pickup. MAD Design USA is released from responsibility for any damage once the item is in the customer's possession.

3rd Party Carriers

MAD Design USA assumes no responsibility for damage caused during delivery via a carrier of the customer's choosing. Any claims for damage must be filed directly with the carrier.

Final Sale Items

Items purchased from the Outlet or noted as Final Sale are not eligible for exchange, return, or refund.

e-NRG bioethanol fuel is classified as a flammable liquid/dangerous good and is final sale due to HAZMAT regulations. No returns or exchanges are accepted for fuel products.

Cancel or Change an Order

Orders can be altered or changed up to 24 hours before the scheduled ship date by contacting Customer Support.

Processing an Exchange or Return

To initiate an exchange or return:

  1. Contact Customer Support to request a Return Authorization (RA) number.
  2. Items must be shipped back via the same method and carrier as the original delivery.
  3. Items must be returned in their original packaging. If original packaging is not available, the cost of replacement packaging will be deducted from any credits issued.
  4. Items returned in lesser condition than when delivered may be subject to repair or replacement charges deducted from credits.
  5. Full no-cost exchanges are not guaranteed.
  6. Credit or refund will be issued after a 7 business day inspection period.

Change of Mind Returns

  • A 15% restocking fee applies to all change-of-mind returns.
  • Eligible items must be unopened, unused, and uninstalled.
  • Returns are accepted for up to 180 days from the date of purchase.
  • No returns or exchanges are accepted outside the 180-day window, or for items that have been opened, used, or installed.
  • Original shipping costs are non-refundable.
  • Return shipping will be charged at the actual rate.

International Returns

The return program does not include freight charges for shipments outside the USA and Canada. International return shipping must be prepaid by the customer.