FAQ

When will my package arrive?

Please check here for shipping information

What does pre-order mean?
Pre-order means you can order before it's in stock. Please be aware that pre-ordering any item means that the order will not ship until the item stocks. If you order a pre-order item with an item in stock, the whole order will not ship until the pre-order item stocks. 

Will I receive a tracking number?

A tracking number will be sent after the order processing has finished.
Please make sure to check your junk folder in case our email was filtered there. If you have not received a tracking number after 5 days, feel free to email us!

I haven't received a reply from customer service yet

We reply usually reply within a day or two. Please be sure to check your junk folder! Our email is main@moeflavor.com

Why are prices slightly more expensive on INTL than the main website?
The prices include taxes that international customers need to pay. The good side of it is that EU customers won't need to pay a tax when it arrives at the door if Standard Shipping is chosen at checkout.

Can I make changes to my order?

Yes as long as your order has not been shipped, we can make changes to your order. Unfortunately during sales, we ship orders almost immediately so changes are not possible. Changes as in item, size or shipping etc. cannot be changed if order is shipped. Please make sure you double check your order and information before checking out.
*During our $5, we will not be able to make changes to your order. However, we can cancel if it has not been shipped yet. Please make sure you double check your order and information before checking out. 

I purchased an order during a sale/clearance. I need a different size but the sale is over. Can I buy the same item as the same price as I paid during the sale?

Since the sale is over, we would not be able to offer the same price.

My tracking number shows it's been delivered but I didn't receive it.
For any packages marked as delivered but was not received, please check with friends and neighbors if they picked up the package instead. Please also check with the shipping company or delivery person for location of the package. We are unable to cover or replace packages that were marked as delivered. All of our customers reported that they ended up finding their package.

My package has no updates and seems lost.
Please wait until the estimated shipping time has passed before contacting us in case of delays from the shipping company. If your package was lost, we will use the original shipping method on the order to send the replacement.

Who will pay for customs/taxes?

If there is an import tax, buyer must be responsible for paying for it.

If the shipping company contact you to pay taxes, and the taxes are not paid, the package will be discarded by the shipping company and we will be unable to process a refund.

Can I cancel my order?

You can only cancel the order if the items have not been shipped. If the order has been shipped you cannot cancel. 

Can I return an item? 

Yes. Please contact our customer service. For international customers, customers must make their own label and ship to the address we send in emails. Items must be returned within a week of the refund being accepted. Please note that all original tags and hygiene liners must be in place for the refund to be processed. Your refund will be store credit and will consist of the amount you paid for the product, with the fee of the return label deducted.   

The product I ordered is now on sale. Can I apply the discount code to a previous order?

I'm very sorry we can only apply discount codes to orders that were placed within the promotion time. If you ordered within the promotion time and simply forgot the code, we can apply it for you. Feel free to email us for assistance with that!