Last updated: May 5, 2026
Have a question about your order? Email support@sagemahjong.com with your order number in the subject line and our team will get back to you as soon as we can.
This page describes how Sage Mahjong, operated by Kovex LLC, handles order processing and shipping. Where this page references our return process, please also see our Returns & Refunds policy. By placing an order, you agree to the terms below.
Order Processing
We work to process and dispatch every order as quickly as possible. Standard order processing time is 1–3 business days after the order is placed. Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays are processed on the next business day.
You will receive an order confirmation email shortly after checkout, and a separate shipping notification with tracking information once your order leaves our facility.
Order cancellations and address changes
If you need to cancel an order or change your shipping address, please email support@sagemahjong.com as soon as possible — ideally before the order has been processed for shipment. We will do our best to accommodate your request, but cancellations and address edits are not guaranteed once an order has entered packing or has been handed to the carrier.
If we are unable to update the shipping address before dispatch, you may need to contact the carrier directly to arrange redirection.
Peak season notice
During major U.S. shopping periods such as Thanksgiving, Black Friday, Cyber Monday, and the December holiday season, please allow additional time for processing. Carrier networks experience higher volume during these windows and standard transit times may extend by several business days. Where appropriate, we will publish notices on the site about expected delays.
How can I check the status of my order?
We keep you updated by email at each major step:
- Order confirmation — sent immediately after checkout.
- Shipping notification — sent when your order leaves our facility, including the carrier and tracking number.
- Delivery confirmation — sent when the carrier marks the package as delivered, where supported.
If you have a question about your order’s status or have not received an expected email, please contact support@sagemahjong.com with your order number.
How do I track my order?
Once your order has shipped, we email you a tracking number from the carrier (typically USPS or UPS). You can use that number to follow your package on the carrier’s website. If you have any difficulty with the tracking link, just reply to the shipping notification email and we’ll help.
How much does shipping cost?
Shipping costs depend on the shipping destination and the size of the order. The exact charge for your order is calculated at checkout once you enter your shipping address — simply add items to your cart, proceed to checkout, and the shipping total will appear automatically before payment.
Where promotions or free-shipping thresholds apply, the discount is reflected in the cart and at checkout.
Which areas do you ship to?
We currently ship within the United States, including the contiguous 48 states. Shipping to Alaska, Hawaii, and U.S. territories may be limited or have longer transit times — please email us before ordering if you’d like to confirm coverage for your address.
We do not currently offer international shipping.
Estimated transit times
Once handed to the carrier, standard transit times within the contiguous U.S. are typically 3–7 business days, though carrier delays can occasionally extend this. Estimates are not guarantees — once a package is in the carrier’s hands, transit time is outside our direct control.
Can the order be delivered to multiple addresses?
We do not split a single order across multiple shipping addresses. If you’d like items delivered to different addresses, please place a separate order for each destination.
Do you ship to PO boxes or APO/FPO addresses?
We can usually ship to U.S. PO boxes via USPS for standard-sized orders. Larger or heavier items, or items being shipped via UPS, may require a physical street address.
For APO, FPO, or DPO addresses, please email us before ordering so we can confirm coverage and a realistic delivery estimate. These addresses can take significantly longer than standard U.S. transit times.
Sales tax and duties
Applicable U.S. sales tax is calculated automatically at checkout based on your shipping address and is included in your order total before payment.
Because we currently ship only within the United States, customers do not incur cross-border customs duties, VAT, or import fees on our orders.
Lost, delayed, or damaged shipments
If your tracking shows no movement for 7 or more business days, or if your package arrives damaged, please email support@sagemahjong.com with your order number, a brief description of the issue, and photos where applicable (especially for damage). We’ll investigate with the carrier and work with you on the appropriate next step — replacement, refund, or carrier claim — under our Returns & Refunds policy.
Incorrect or incomplete addresses
Please double-check your shipping address at checkout. If a package is returned to us due to an incorrect or incomplete address, we’ll contact you to arrange re-delivery; additional shipping fees may apply.
Risk of loss
Risk of loss for purchased items passes to you upon delivery to the address you provided at checkout. If a package is marked as delivered by the carrier but you have not received it, please first check with neighbors and household members, then contact the carrier and us as quickly as possible so we can investigate together.
Contact
For any question about shipping, tracking, address changes, or carrier issues, please reach out:
Kovex LLC
30 N Gould St, Ste R
Sheridan, WY 82801
United States
Email: support@sagemahjong.com