Frequently Asked Questions

Frequently Asked Questions

Please read through these to get an answer to your question quickly.  If you need further assistance please email our team at help@mochikids.com (please allow 24 to 48 hours for a response)

• When will my order be shipped?

Although most orders are typically shipped the day you order, we do ask for a 3 business day processing time for in-stock items and 5 business days for sale items. 

Fulfillment time for preorders will vary by listing, please check the product page for an estimate. If other items are added to a preorder we will ship the items all items together when the preorder comes in, if you need those items sooner than the estimated date of shipment we recommend ordering separately. 

We are happy to accommodate faster processing times when we are able to,  if you need your order shipped ASAP please email  help@mochikids.com or call our store at (385)501-9293 and we will do our best to accommodate. 

Please note that estimated shipping times do not include processing times or weekends and holidays. 

• Can I pay for faster shipping?

Yes! We offer a wide range of shipping options. You can view our shipping options along with prices during the checkout process. Some larger items or International orders may not be eligible for Expedited, 2 Day, or Overnight shipping without an additional handling fee.

Please note that estimated shipping times do not include processing times, or weekends and holidays.

• What is Green Shipping Protection?

Corso Green Shipping Protection is our shipping insurance provider, and with their concierge service it makes filing a claim a quick and painless process.

Your shipping protection covers a variety of shipping issues:

• Lost in transit

• Damaged

• Stolen

• Delivered not received

• Wrong items

• Wrong address

• Return to sender

• Origin scan only

If you need to make a claim, you can do that here:  https://reorder.corso.com/

If we do not have your items in stock to reship, Corso will issue you a refund. Please allow up to 10 days for refunds to appear in your account after being issued.

Corso will also offset emissions on your order! All carbon offset funds are contributed to a project that has been carefully selected and verified as a certified carbon offset project. You can find more about the green initiatives offsetting your order here: https://corso.com/sustainability/

Please note by opting out of Green Shipping Protection on your order you are acknowledging that Mochi Kids is not responsible for any shipping issues covered by Corso. We strongly recommend keeping shipping insurance on every order. Please reach out to help@mochikids.com with any additional questions.

• How can I track my order?

After your order is submitted you will receive an order confirmation email. When your order has been shipped you will receive an additional email with a tracking number. Please allow 24 hours for the tracking number to begin tracking, and up to 72 hours on a weekend or holiday. 

If you have not received these emails please check your spam folder.

• Do you ship internationally?

We do! We use USPS and UPS to ship internationally, you can choose at check out. Please note, although rare, shipping carriers may be substituted, if you must use the shipping carrier you have chosen at check out please let us know in the notes section at checkout. 

Customers are responsible for all customs fees.

International orders may not be eligible for Expedited, 2 Day, or Overnight shipping without an additional handling fee.

Please note that estimated shipping times do not include processing times, or weekends and US holidays.

Because of the distance travelled and potential red tape encountered for international orders we highly recommend purchasing our Green Shipping Protection. This will be available to add to shipping at checkout. To learn more about the service please seek out the FAQ What is Green Shipping Protection?

• My order says it’s been delivered but it’s not here

Occasionally orders will be marked as delivered but will not actually arrive until a day or two later. Please wait 72 hours before reaching out as most orders will arrive in that time. 

If you have waited and your order has still not arrived, then your order may be lost during shipping. If you have Green Shipping Protection on your order, great! Please report any shipping issue here: https://reorder.corso.com/

If you declined the shipping insurance on your order you will need to make a claim directly with the shipping company. Information on how to file a claim can be found on your selected carriers website.

Please note Mochi Kids is not responsible for lost or damaged packages.  Once a package leaves our hands we do not have control over it. But we know how frustrating it is to lose a package.  Please reach out to help@mochikids.com if needed, after trying the above methods.

• My order arrived damaged or never arrived at all

If your order arrived damaged due to the shipping process or never arrived and you have Green Shipping Protection on your order, great! Please report any shipping issue here: https://reorder.corso.com/

If you declined the shipping insurance on your order you will need to make a claim with the shipping company. Information on how to file a claim can be found on your selected carriers website.

Please note Mochi Kids is not responsible for lost or damaged packages.  Once a package leaves our hands we do not have control over it. But we know how frustrating it is to lose a package.  Please reach out to help@mochikids.com if needed, after trying the above methods.

• I received my order but the product was damaged/defective

If you ordered a Mochi Kids clothing item that you believe to be damaged in shipment or defective, please send a photo of the item and description of the damage to help@mochikids.com within 72 hours of receiving the item. 

If your item is from another brand that we carry in our shop we recommend reaching out to that brand directly because they often have guarantees on their products and are more than happy to remedy the situation. 

Items that are damaged from wear and tear are not eligible for a return or exchange. 

• My order is missing items

Our small team strives to get every order right before shipping but occasionally something will be missed. We apologize if there is something missing in your order. Please reach out to help@mochikids.com so we can resolve the issue as quickly as possible.

• My order could not be delivered or was returned to sender

Our system will usually catch minor address errors but please read over your address to make sure it’s correct before purchase to avoid any error as we can not make changes once it has been picked up by the carrier. 

If your order never arrived or was returned to us and you have Green Shipping Protection on your order, great! Please report any shipping issue here: https://reorder.corso.com/

If you declined shipping insurance and your order could not be delivered due to an address error or no access to the delivery site, you will need to reach out to the shipping carrier. Please contact your local Post Office or UPS Sorting Center for more information. 

If your item does make it’s way back to us, we will reach out to you by email and invoice a return to sender fee, which will be the cost of shipping to the corrected address. 

Return to sender items will not be refunded, we will send an email and wait for an updated address if/when it makes it back to us. 

• I just placed an order but need to make a change to it.

We are happy to make changes to your order, as long as your package has not been picked up by the carrier.

For changes please call our store directly at  (385) 501-9293 during business hours or email help@mochikids.com during non-business hours. As the majority of orders are fulfilled the day they are received and have a very short window to make any changes.

Any changes are dependent on availability. 

Price differences will be invoiced or refunded as needed.

• Can I edit the address on my order?

We are happy to make changes to your order, as long as your package has not been picked up by the carrier.  For changes please call our store directly at  (385) 501-9293 during business hours or email help@mochikids.com during non-business hours. As the majority of orders are fulfilled the day they are received and have a very short window to make any changes.

If your order has already shipped, please reach out to the carrier directly to update your delivery address as soon as possible.  After your item has been handed off to the carrier we do not have contact with the shipping companies to make any changes.

• Returns and Exchanges

We hope you love your order from us but if something is not right you have 14 days to return or exchange the item.  

Full-price Mochi Kids Apparel in an unwashed, unworn, new condition may be exchanged for free (we will cover the shipping both ways) for another size, style within 14 days of delivery. We cannot offer free exchanges on Mochi Kids fundraiser tees as we have already donated our profits for those. If you would like to exchange a fundraiser tee you will need to cover shipping both ways. A free exchange can only happen one time per order. 

Full-price Mochi Kids Apparel  in new, unwashed and unworn condition may be returned for refund or store credit within 14 days from delivery.  If requesting a refund instead of an exchange, the customer is responsible for covering the return shipping. We are unable to offer refunds on Mochi Kids fundraiser tees. 

Curated items (any item that is not Mochi Kids Brand Apparel) including Apparel, Toys, Home, Bath, Party, and more in an unwashed, unworn, unopened, unused condition with all original packaging and tags can be returned or exchanged for store credit or a refund at customers expense within 14 days of delivery. 

Return Shipping

The customer is required to cover the cost of shipping on returns and exchanges (with the exception of exchanging Mochi Kids Apparel for another size or style.)

We are happy to provide you with a prepaid shipping label for return but the cost of the label will be deducted from your refund. 

Once you receive the label you will have 14 days to send the item back.  If we receive your return later than that we will issue you store credit in place of a refund. 

We will send an invoice for any additional shipping fees required to process your exchange. Your exchange will only be submitted once extra charges have been paid. If an invoice isnt paid in five business days it will be cancelled and store credit will be issued. 

If the item you are returning arrives back to us worn or damaged we can either ship it back to you for the cost of shipping or you may forfeit the return/exchange. 

Please note that exchanges are subject to availability.  If your item is not available at the time of processing you will receive store credit.

Damaged/Defective items if you ordered a Mochi Kids clothing item that you believe to be damaged in shipment or defective, please send a photo of the item and description of the damage to help@mochikids.com within 72 hours of receiving the item. 

If your item is from another brand that we carry in our shop we recommend reaching out to that brand directly because they often have guarantees on their products and are more than happy to remedy the situation. 

Items that are damaged from wear and tear are not eligible for a return or exchange. 

Sale and Promotional items are final sale and cannot be returned or exchanged

Fundraiser tees and items are final sale and cannot be returned.  Exchanges are allowed for another size of the same item  if we have your size in stock or if we are restocking the item.

Consumable items including any food products, candy, bath and body products are final sale and cannot be returned or exchanged. 

Holiday returns/exchanges are accepted for 14 days after the holiday. (Holiday items are those purchased from Black Friday to December 24th.

Return by mail instructions Please send the item(s) via the carrier of your choice to the address on the returns form found here. 

PLEASE NOTE: Returns will not be accepted without a completed returns form. Please do not send items without a completed returns form-- (our returns are delivered to a box that is not checked frequently and your items will not be processed in a timely manner).

Mochi Kids is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.

 

Contact us

Our Store Address is:

We love to collaborate with influencers, brands, and photographers who fit our brand and aesthetic.  Please send proposals to hello@mochikids.com 

For the most up-to-date info on sales and new releases follow us on social media and join our mailing list below! Instagram: @mochi_kids

Facebook: www.facebook.com/mochikidsco

Etsy Shop: etsy.com/shop/mochikids