COLLECTION 01

Products & Shopping

Discover the details behind your next home addition.

01. What types of products does mortiseco offer?

mortiseco offers a wide selection of furniture and home essentials, including:

• Furniture and home storage solutions;
• Office desks and office accessories;
• Bedding and home textiles;
• Rugs and home décor;
• Outdoor furniture and gardening supplies;
• Pet activity and resting accessories;
• Suitcases and travel storage products;
• Recreational and creative products.

We aim to offer a diverse product selection to suit different households, spaces, and everyday needs.

02. How do I choose the right furniture for my space?

Before making a purchase, we recommend considering the following factors:

• Available space and intended placement;
• Overall product dimensions;
• Materials and construction;
• Color and compatibility with your existing décor;
• Storage capacity and intended use;
• Assembly and maintenance requirements.

We recommend measuring your available space first and comparing those measurements with the product dimensions listed on the product page.

03. Where can I find product dimensions?

Product dimensions are generally listed on the corresponding product detail page.

Before purchasing, carefully review the length, width, height, and other relevant specifications to make sure the item will fit your intended space.

For larger furniture, also check whether your doorways, hallways, staircases, and other access points provide enough room for delivery and moving.

04. Will the actual product color look exactly like the pictures?

We make every reasonable effort to ensure that product images accurately represent the actual items.

However, differences in screen settings, lighting, and photography conditions may result in slight variations between the displayed images and the actual product colors.

Natural materials, such as wood, may also feature reasonable variations in grain patterns and color.

05. How can I find out what materials a product is made of?

Please refer to the material specifications listed on the corresponding product detail page.

Depending on the item, our products may include materials such as solid wood, engineered wood, rubberwood, steel, carbon steel, aluminum, glass, cotton, wool, and other materials.

We recommend reviewing the product's material and specification details before placing your order.

06. Do your products require assembly?

Assembly requirements vary by product.

Some items may require assembly using the instructions included in the package, while others may have different installation or setup requirements.

Please refer to the specific product listing and the assembly instructions included with your purchase.

07. Do you offer furniture assembly services?

Whether professional in-home assembly is available depends on the specific product listing and order confirmation.

Unless assembly services are explicitly included, purchasing a product does not automatically include professional in-home installation.

For large furniture or products that require wall mounting, we recommend seeking assistance from a qualified installation professional when appropriate.

COLLECTION 02

Orders & Payments

Everything you need to know before and after checkout.

08. How do I place an order?

You can browse products on the official mortiseco website, select your preferred item and specifications, add the product to your shopping cart, and proceed to checkout.

Before completing payment, please carefully review your product details, quantities, shipping address, and contact information.

09. How will I know my order has been confirmed?

After successfully submitting your order and completing payment, you may receive order notifications at the email address provided during checkout.

Please keep your order confirmation and order number for future reference, tracking inquiries, or after-sales requests.

10. Can I modify my order after placing it?

If you need to change your product specifications, quantity, or shipping address, please contact us as soon as possible.

Whether a modification can be made depends on the current processing status of your order.

For orders that have not yet entered product preparation or shipping, we will make reasonable efforts to accommodate your request.

Orders that have already been packaged or handed over to the shipping carrier may no longer be eligible for modifications.

11. Can I cancel an order after submitting it?

Yes. You may contact our customer service team as soon as possible to request cancellation.

If your order has not yet entered the product processing or shipping stage, we will review your request based on the circumstances.

If the product has already entered a later fulfillment or transportation stage, direct cancellation may no longer be possible. Further arrangements will depend on the specific situation.

For complete details, please refer to our Order Cancellation & Modification Policy.

COLLECTION 03

Shipping & Delivery

Clear expectations from checkout to your doorstep.

12. How long does shipping take?

Our current estimated total delivery time is:

This timeframe includes order processing, product preparation, and shipping transit.

Actual delivery times may vary due to weather conditions, public holidays, customs inspections, shipping carrier operations, and other factors beyond our reasonable control.

13. How much does shipping cost?

We offer the following standard shipping rates:

Applicable shipping charges will be displayed at checkout.

14. Do orders of $288 or more qualify for free shipping?

Yes.

Orders with a merchandise subtotal of $288 or more qualify for free shipping.

Orders below $288 are subject to a flat $35 shipping fee.

15. How can I track my order?

Once your order has been processed and handed over to the shipping carrier, we will provide tracking information when it becomes available.

You can use the tracking details to follow your shipment's progress.

If your tracking information has not been updated for an extended period, please contact our customer service team for assistance.

16. What is DDP shipping?

DDP stands for Delivered Duty Paid.

For orders actually shipped under DDP terms, the seller is responsible for arranging transportation and import customs clearance, as well as covering the applicable import duties and taxes as agreed under the delivery arrangement.

Whether DDP shipping applies depends on the actual delivery terms of the specific order.

Not all orders should be considered DDP shipments without prior confirmation.

17. What should I do if my delivery is delayed?

If your order has not arrived within the estimated delivery timeframe, we recommend checking your tracking information first.

If there have been no tracking updates for an extended period, or your shipment encounters a delivery issue, please contact us by email and include your order number.

We will make reasonable efforts to assist with tracking and resolving the issue.

18. Can I change my shipping address after my order has shipped?

Once an order has shipped, address changes depend on whether the shipping carrier can accommodate the request.

We cannot guarantee that every address change request will be successful.

If you need to make a change, please contact us as soon as possible and provide your order number and correct delivery address.

COLLECTION 04

Furniture Assembly & Maintenance

Care instructions for furniture and everyday home essentials.

19. What should I do before assembling my furniture?

Before beginning assembly, we recommend that you:

• Check the product and all included hardware.
• Read the assembly instructions provided.
• Prepare the appropriate tools.
• Make sure the assembly area is level and stable.
• Measure the intended placement area in advance.
• Check all components for visible damage.

20. What should I do if assembly hardware is missing?

Please stop assembly and contact our customer service team.

We recommend providing your order number, product name, and photos showing the missing hardware or affected components.

We will review the situation and assist you accordingly.

21. How should I clean wood furniture?

We recommend using a soft, dry cloth or a slightly damp cloth to clean wood furniture.

Dry the surface promptly after cleaning to prevent moisture from remaining on the material.

Avoid strong acidic or alkaline cleaners and any cleaning products that have not been confirmed as suitable for wood surfaces.

22. How should I maintain metal furniture?

Regularly remove dust from metal surfaces and use appropriate cleaning methods based on the material and finish.

Keep the product dry after cleaning, and periodically inspect its connecting hardware and metal surfaces.

For outdoor metal furniture, follow the product-specific care instructions and use appropriate protective measures.

23. How should I care for rugs and bedding?

Choose rug cleaning methods based on the specific material.

For bedding, follow the care label instructions regarding water temperature, washing methods, and drying requirements.

For wool rugs and specialty fabrics, avoid using strong cleaning products unless they are confirmed to be suitable for the material.

24. Should furniture be inspected regularly?

Yes. We recommend periodically checking furniture screws, connectors, support structures, and moving components.

If you notice significant looseness, damage, or unusual movement, stop using the product and address the issue according to the product instructions.

COLLECTION 05

Returns, Exchanges & Refunds

Straightforward guidance for after-sales support.

25. Can I return an item after receiving it?

Yes.

Customers may submit a return request within 14 days of receiving their product.

Return eligibility and processing will be reviewed based on the product's condition, the reason for the request, and applicable consumer protection laws.

26. How much does a standard return cost?

For standard returns or exchanges requested for personal reasons unrelated to product quality issues:

If the actual reasonable return or exchange shipping cost exceeds $35, mortiseco will cover the remaining amount.

27. Do I have to pay for a return if the product has a quality issue?

No.

If the issue is verified as a product quality defect, shipping damage, an incorrect item sent by mortiseco, or another issue attributable to us:

The applicable reasonable return or exchange shipping costs will be covered by mortiseco.

28. Where should I send my return?

To make returns and exchanges more convenient for customers in the United States, mortiseco maintains regional after-sales warehouses throughout the country.

Please contact our customer service team first.

We will provide the appropriate U.S. regional return warehouse address based on your original delivery location and the arrangements for your after-sales request.

29. How long do refunds take?

Once a refund request has been approved and meets the applicable refund requirements, we will arrange the refund.

Refunds will be issued to the original payment method.

Actual posting times may vary depending on your bank and payment service provider.

30. Where will my refund be sent?

Refunds are generally returned to the original payment account or payment channel used for the purchase.

If you have not received your refund within the expected timeframe, please contact us with your order details so we can help check its status.

31. What should I do if my product arrives damaged?

If your product arrives with visible shipping damage, please contact us as soon as possible.

We recommend providing:

• Your order number;
• Photos clearly showing the damaged areas;
• Photos of the entire product;
• Photos of the outer packaging and shipping label.

After reviewing the issue, we will provide an appropriate after-sales solution based on the circumstances.

COLLECTION 06

Customer Service

We're here to make every interaction more convenient.

32. How can I contact mortiseco?

You can reach us using the following contact information:

33. What information should I provide when contacting customer service?

To help us identify and resolve your inquiry more efficiently, we recommend providing:

• Your full name;
• Order number;
• Email address used at checkout;
• Product name;
• A clear description of your question or issue;
• Relevant photos or supporting information, if applicable.

We will make every reasonable effort to assist you.