FAQ


1. WHEN WILL MY ITEMS BE SHIPPED?

  • All items are subject to a handling period before they are dispatched.
  • 99% of orders from the United States leave the warehouse within 2-3 business days of payment.
  • We will notify you by email when your items have been shipped.
  • This refers to the time it takes for items to be shipped from our warehouse to the destination.
  • US orders are shipped from the US warehouse via USPS and take 4-10 days to arrive depending on your location
  • International delivery usually takes about 15–20 business days and is shipped via ePacket.

2. WHEN WILL I RECEIVE MY ITEM(S)?

Processing time: 2 business days. 
We will provide tracking information within 2-3 business days.

 (Note that our International fulfilment centres do not ship during weekends or holidays)

Standard Shipping Times

  • United States 4-10 Days
  • United Kingdom 5-15 Days
  • Canada, Australia, New Zealand 15-35 Days
  • Asia, Europe 20-40 Days
  • Mexico, South America, Caribbean 20-50 Days
  • Africa 30-60 Days


DHL/FedEx Shipping Times 
Worldwide: Estimated 3-7 Business days

The delivery time for the countries which can accept the ePacket

Country

Time

Austria

10-20

Belgium

10-20

Brazil

25-40

Canada

10-20

Denmark

10-20

Finland

10-20

France

10-20

Germany

10-18

Hungary

10-20

Ireland

10-20

Israel

15-25

Italy

10-20

Korea

8-15

Luxembourg

10-20

Malaysia

8-15

Mexico

10-20

Netherlands

10-20

New Zealand

10-20

Norway

7-18

Poland

10-20

Portugal

10-20

Russia

12-22

Saudi Arabia

18-28

Singapore

8-15

Sweden

10-20

Switzerland

10-20

Spain

10-20

Turkey

10-20

Ukraine

18-25

United Kingdom

5-15

United States

4-10

 

3. WHERE ARE MY ITEMS COMING FROM?

Our fulfillment house is located in the United States. We also have a fulfillment house in the United Kingdom. If your order is placed from outside of those two location you will receive your product from our fullfilment house in Asia.

4. WILL MY ITEMS BE SENT IN ONE PACKAGE?

  • For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
  • Please keep this in mind when receiving deliveries.

5. HOW CAN I MODIFY MY ORDER?

  • We only allow order modification within 12 hours of payment.
  • If you cannot connect to our ticket system above, please email to our support email: themoanastore@gmail.com

6. CAN I RECEIVE MY ORDER IN MY COUNTRY?

We ship to more than 200 countries (United States US, Canada, Australia, New Zealand, United Kingdom, France, Spain, Germany, Netherlands, Belgium, Switzerland, Poland, Mexico, Brazil, United Arab Emirates, South Africa, etc...), and you can enjoy on all items sold on the Store.

Keep in my mind that we only ship locally to the United States and the United Kingdom. If you order from another country your order will be shipped from our warehouse in Asia.

7. HOW CAN I TRACK MY ORDER?

  • We provide tracking numbers for all orders.
  • It may take up to 7-10 business days after your order has shipped for your tracking information to become available online (it might take longer depending on how fast the postal services are processing shipments).
  • You can track your order via below link: https://track.aftership.com/

8. WHAT IS YOUR RETURN AND REPLACEMENT POLICY?

Because of the way our products are made, we only return or replace your order in one of those requests below:

  • Within 5 days of receiving orders, you have to request or notify us about a return or replacement the order.
  • The products have been crashed or damaged.
  • If you cannot connect to our ticket system above, please email to our support email: themoanastore@gmail.com

9. WHICH EVIDENCE SHOULD I SUBMIT FOR RETURN OR REPLACEMENT?

  • Submitting all evidence to clarify shipping/product error is very important to our return/replacement process.
  • Please note that all required pictures must be sent. Otherwise, we cannot provide return/replacement items.
  • You can find the attached pictures for example:
    • Picture of the shipping label
    • Picture of product SKU
    • Picture of the product and the error you found out