Frequently Asked Questions

Q: HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Processing/fulfillment time may vary depending on the volume of orders placed throughout the week. Typically, we can expect our fulfillment time to be between 7 to 10 days. We hand package your orders personally and appreciate your patience!

Packages are shipped from Las Vegas, Nevada. Shipping time will vary depending on your location. Please see Shipping Details for more information.

Domestic (USA) orders may take between 4 to 15 business days (in addition to fulfillment time) to arrive. 

International orders may take anywhere between 4 to 9 weeks or more depending on your country.

*Due to the holiday season, please expect potential delays with shipping and plan accordingly especially for the holiday rush and peak times!*

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Q: WHAT IS THE PREORDER PROCESS? 

Preorder item times can take up to 2 to 4 months or longer to fulfill depending on the manufacturing process. We will do our best to communicate updates with you. 

**Please note that images of preorder items may have differences in lighting and monitor screens may result in slight color variations! Thank you for your understanding!**

Typically, if you place an order with a preorder item, then all items will be shipped together at the time of the preorder item's arrival. 

If you want your non-preorder item(s) to arrive earlier or separately from the preorder item(s), you MUST place separate orders.

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Q: Do you ship internationally?

We are now offering international shipping to the following countries via the USPS Postal Service:

China, Hong Kong SAR, India, Indonesia, Japan, Malaysia, Mongolia, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam, Egypt, Kenya, Morocco, Nigeria, South Africa, Bahamas, Jamaica, Argentina, Brazil, Chile, Colombia, Peru, Venezuela, Australia, New Zealand, Canada, Mexico 

 

**The customer is responsible for all fees, taxes, and related costs with customs and shipping.** 

Please double check your shipping addresses, phone number, and email if you are ordering from outside of the United States.

For our friends from Europe and the United Kingdom, we are unable to offer international shipping through our main site due to the new VAT implantation and import policies. Until we can figure out a better process, please use our Etsy Store to place your order. 

We're sorry for the inconvenience! 

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Q: International shipping costs and pricing?

We offer international shipping via the United States Postal Service (USPS). The customer will be held responsible for all fees, taxes, and related costs with international customs and shipping.

Unfortunately, we do not control the price of international shipping since it is calculated by the USPS. We understand that this can be quite costly, but we hope that there will be better options for us to choose from in the future. 

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Q: CAN I TRACK MY ORDER?

Domestic orders that include non-flat items (i.e. pins, charms, apparel, etc.) are shipped via USPS Ground Advantage Service. USPS Tracking Numbers are included for these Ground Advantage packages.

*READ* If you’ve placed a small domestic order that is less than 3 items and/or less than 3oz with ONLY flat items (i.e. stickers, mini prints, postcards, etc.), it will be shipped via UNTRACKED STAMPED MAIL with the USPS. However, you may purchase a shipping upgrade with the option to track your package and receive a tracking number for your order. 

Tracking will allow us to determine the location of your package, estimated shipping and arrival time for your order, and give you the option to contact the carrier for more information if your package is delayed or lost. 

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Q: MY ORDER IS LOST/STOLEN?

Unfortunately, we have no control over the location of your order once it’s been shipped. We are not responsible for delays or lost items because we have no control over USPS’s services. If you did not purchase a shipping upgrade with the option to track your package, we will not be able to help you investigate the issue. 

Once orders have been shipped, refunds are no longer possible. We strongly suggest that you contact your local USPS or postal service to check on the status of your order. 

For packages that show as “delivered” but haven't been received, please follow the instructions at https://www.usps.com/help/missing-mail.htm and file for an official search request. Once USPS has concluded their investigation, we may discuss the next course of action.

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Q: MY ORDER HAS A MISTAKE?

Oh no! Please double check your packing slip and order. If there is a mistake, please send us an email at mokamart.official@gmail.com with the order number in the email’s title and tell us about the mistake. We will do our best to evaluate and correct the issue.

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Q: MY ORDER IS DAMAGED?

Ah no! Please take a video of the package if the box/mailer is damaged BEFORE you open it! If the contents are damaged, please email me with photos and videos of the damaged items and we’ll evaluate the condition. Unfortunately, once orders have been shipped, full refunds are no longer possible, but we’ll do our best to work with you and resolve the issue.

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Q: WHAT IS THE MOKA MART'S RETURN AND EXCHANGE POLICY?

All sales are final and nonrefundable once the order has been shipped. As a small business, we cannot afford an open policy for any returns or exchanges. However, if there is a mistake on our end, we will do our best to resolve the issue accordingly. 

If you need additional assistance, please follow these instructions:

STEP 1: Please email mokamart.official@gmail.com with the following information:

• your first and last name
• order number (found in your confirmation email you received after ordering)
• description of the issue
  
• photos of the item(s) 

STEP 2: After confirming your information, we will provide further information and do our best to resolve the issue.

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Q: WHAT IS YOUR SHOP'S CANCELLATION AND REFUND POLICY?

Cancellations are only possible if your order has NOT shipped yet. All sales are final and nonrefundable once the order has been shipped. If you need to cancel an order, please email us at mokamart.official@gmail.com. 

If we are able to cancel your order, you will receive a full refund. Once the order has been shipped, refunds and cancellations are no longer possible.

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Q: I PLACED MULTIPLE ORDERS SEPARATELY. CAN I COMBINE THEM?

Please email us at mokamart.official@gmail.com as soon as possible with your name and the order numbers and tell us the correct address. We will do our best to complete your request if your orders have not been packaged or shipped.