FAQ

Q: My order said free shipping, but I was charged for shipping at checkout. Why?

A: Free shipping only applies to the total after discounts. If you used a discount code or promotion, your order amount may have dropped below the free shipping minimum.

Q: How long will it take for my package to arrive?

A: Orders are processed within 1–3 days. Shipping takes an additional 7–25 days, so your package should arrive in about 8–28 days in total.

Q: Will my order be shipped in more than one package?

A: Orders under 2 kg will be shipped in a single package and won’t be split. You can shop with confidence.

Q: Will I have to pay tax on my package?

A: Parcels shipped with Standard or Economy shipping won’t be taxed. You can shop with peace of mind.

Q: What shipping methods do you offer?

A: At this time we only have one shipping option:

• Standard Shipping (7–30 days): Includes full tracking through e-Packet, CNE, China Post, or YANWEN. Enjoy free standard shipping on orders over $20.

Q: Do you offer wholesale?

A: Yes, we support wholesale orders. Please contact us directly for more details: queries@mochimemo.com

Q: Which countries do you ship to?

A: For now, Mochi Memo ships only within Canada. If you’d like to order our cute stationery from outside Canada, please contact us directly.

Q: What payment methods do you accept?

A: Mochi Memo accepts the world’s most popular payment methods, including credit and debit cards as well as PayPal. We support VISA, MasterCard, Discover, JCB, ICICI, American Express, and Diners Club International.

Q: How can I contact you?

A: You can contact us by email at contact@mochimemo.com. Email is the fastest way to reach us, and we usually respond within 24 hours.

Q: How do I track my order?

A: You can track your order in three ways:

• Through your account: Log in to our website (mochimemo.com) to view your order details. (Note: Tracking numbers are only available on a computer.) Once you have your tracking number, you can track your package on our website.
• Through email: Check your Gmail inbox for emails like Payment Successful or Delivery Update. These include your tracking number.
• Through customer service: Contact us with your order number or email address, and we’ll respond within 24 hours with your tracking details.

Q: I clicked ‘Confirm Receipt’ by mistake. What should I do?

A: Don’t worry, your package will still be shipped and delivered even if you clicked ‘Confirm Receipt’ by mistake. Just keep your tracking number handy so you can follow your package online.

Q: How long does delivery take?

A: Delivery usually takes 5–27 business days, depending on the items and shipping method.

Q: Why isn’t my tracking information updating?

A: Sometimes tracking updates are delayed due to high volumes at the logistics company. Don’t worry, your package is still on the way, and in our experience, it always arrives. Thank you for your patience!

Q: Will my order arrive in one package?

A: If you order multiple items, we may ship them in separate packages for faster and safer delivery.

Didn’t find your answer here? Feel free to reach out to us at contact@mochimemo.com. We’re happy to help!