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

My tracking number shows it's been delivered but I didn't receive it.

Please check your garage, all doors/entryways, and with a neighbor to see if the package has been received on your behalf. Sadly, we have no control over missing or stolen packages and the shipping carrier would be the best party to investigate this issue. We recommend that you reach out to the shipping company directly so that they can quickly check this for you. 

 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 they have 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 two weeks 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!