Why is my item taking so long?
Items are processed for 2-5 days and once they ship, they can take anywhere from 12 to 20 days. In very rare cases, your item may arrive in up to 24 days. Usually items arrive in about 15 days.
Effective January 30th: items recently ordered may be experiencing delays due to the current coronavirus outbreak. Rest assured, any items that arrive are perfectly safe to open and wear.
Please only contact us by e-mail for order support.
Why haven't I gotten an e-mail?
Our system can be slow at processing things from time to time. This means that sometimes emails are not sent out when they should be.
You said my item shipped but the date is different on my package. Why?
Some items are shipped to another warehouse or shipping partner first, then to you. This means that some items may leave our hands earlier than the date listed on a tracking number.
Where is the store based?
We're based in the USA and Japan.
What shipping service do we use?
We ship with Epacket or China Post Registered Mail and all packaged will be delivered by your local postal company (ex: USPS, Canada Post, Australia Post). For 1 week shipping, typically FedEx or UPS is used.
Will I receive a tracking number?
Yes, we provide tracking numbers for all orders! Tracking numbers will be provided through our shipment notification email.
Will my order get to me before ______?
Please place your order ahead of time and leave us a note if your order is for an special occasion, and I will try to have it sent out as fast as possible. Please understand that the speed of delivery does not solely depend on Mochipan, but also depends on the efficiency of your local post service. Mochipan will not be held responsible for orders that do not arrive before your desired date, therefore please let us know ahead of time if you need an item urgently. Please expect delays during the holiday season.
Why am I missing items from my order?
Please don't worry if you are missing some items from your order. I ship some products in seperate packages. We will inform you of your separate tracking number if this situation applies to you.
Order Cancellation / Editing of Order / Incorrect Address
I cannot make changes or cancel an order once it has been processed or shipped. If you need to cancel your order or make any changes to your order (i.e. exchange color, change shipping address, etc), please email us the same day of placing your order.
Returns & Exchange
All purchased products cannot be returned or exchanged unless item is of:
- Incorrect size
- Incorrect color
- Damaged item
If a purchase arrives damaged, please contact us with photo attachment so we can process your replacement. Please refer to our return center to start this process and check your eligibility.
A size chart with detailed measurements can be found in the description of each item. Please measure yourself and check the size chart carefully to assure that the product fits before placing a order. Please allow a 1-3 cm error range due to manual measurement.
Please contact us if you do not receive your purchase within 60 business days after shipment.
Import Taxes & Customs
Mochipan is not responsible for any import duties, taxes, or custom charges.
Out of Stock
If your purchased item is out of stock, I will notify you through email as soon as possible, and you will receive a refund or product exchange.
Where do your items come from?
I've had a lot of misinformation being spread around, so I figured I would address this here.
I source my products directly from the original, high quality factory that produces them. They will send me the images to use on my site if I do not already have my own. There are a few items that I dropship to test if they will do well. If they don't, I delete them quickly. If they do, I work with the original factory, make a deal, and list them on my site.
Why is this item on other sites? Aliexpress?
Other sites and shops may do the same thing I do, as in source from the factory. Some shops might be dropshipping. I cannot say, because I do not know specifically what each site does, but I can say that with Mochipan, you get a quality guarantee.
You will be able to find the same images on Aliexpress a lot of the time. These images are, in most cases, taken from the original producer and uploaded to sell low quality dupes of the original item. As stated above, with Mochipan you get a quality guarantee. Your hard earned money is important to you, and it is important to me that you get high quality items that are worth that money.