FAQs

Overview

Welcome to Mophado's FAQ section! Here, you'll find answers to common questions about ordering, payments, shipping, returns, and customer support. If you need further assistance, feel free to contact us at support@mophado.com.

1. How Do I Place an Order?

Placing an order is simple! Just follow these steps:

  1. Select your preferred style, size, and quantity on the product page.

  2. Click the "Add to Cart" button.

  3. Follow the checkout steps to complete your purchase.

  4. Once your order is confirmed, we will process and prepare it for shipping within 5–7 business days.

  5. You will receive email updates about your order status.

2. What Payment Methods Do You Accept?

We gladly accept the following payment methods for your convenience:

  • Visa

  • Mastercard

  • PayPal

Note: Transactions may appear on your bank statement under the name "Mophado" or one of our payment processing partners.

3. When Will I Be Charged?

Your card will be charged immediately after your order is successfully placed.

4. How Can I Track My Order?

Once your order has been shipped, you will receive an email with a tracking number.

Here’s how you can track your order:

Important: Tracking numbers may take 3–5 business days to appear in the shipping carrier's system. If your tracking number is not functional after this time, please contact the shipping carrier directly or email us at support@mophado.com for further assistance.

5. Will My Order Be Delayed During Peak Seasons?

During high-demand periods like holidays, Black Friday, or Christmas, shipping may experience delays due to carrier capacity or other external factors.

Tip: To ensure your order arrives on time, we recommend placing orders at least 20 days in advance during peak seasons. If your order is delayed, please contact us at support@mophado.com for updates.

6. What Happens If My Package Is Lost?

If your package is marked as delivered but you haven’t received it, please follow these steps:

  1. Check with neighbors or other household members to see if they received it on your behalf.

  2. Contact the shipping carrier with your tracking number to inquire about the package.

  3. If the package cannot be located, please reach out to us at support@mophado.com. We will assist in resolving the issue, including filing a claim with the carrier if necessary.

7. Can I Change My Order After Placing It?

Yes, you can request changes to your order (e.g., size, design, or address) within:

  • 24 hours (on weekdays) of placing your order.

  • 48 hours (on weekends) of placing your order.

After this timeframe, your order will be sent to production, and changes will no longer be possible.

8. What If I Ordered the Wrong Size?

If you accidentally ordered the wrong size, please contact us within 24 hours of placing your order. After this period, the order will go into production and cannot be changed.

Unfortunately, we do not accept returns for size-related errors due to our made-to-order process. Please refer to the size chart on each product page to ensure an accurate selection.

9. What If I Receive the Wrong or Defective Product?

We sincerely apologize if you receive the wrong product or a defective item.

Here’s what to do:

  1. Contact us at support@mophado.com within 48 hours of receiving your package.

  2. Provide your order number and clear photos of the issue.

We will:

  • Replace the incorrect or defective product at no additional cost.

  • Cover all associated costs, including shipping.

We are committed to resolving the issue promptly and ensuring your satisfaction.

10. Can I Cancel or Return a Custom Order?

Custom or personalized items cannot be canceled or refunded once production has started.

Please double-check your order details before placing your order. If you need assistance, contact us within 24 hours at support@mophado.com.

11. What Is Your Refund Policy?

We are committed to providing a positive shopping experience.

Refunds: We offer refunds for defective or incorrect items. If you experience an issue, contact us within 48 hours of receiving your order.

No Returns for Size Errors: Due to our made-to-order process, we do not accept returns for incorrect sizes. Please review our size charts carefully before ordering.

Read the full policy here: Refund Policy

12. How Long Does Shipping Take?

Our shipping process consists of:

  • Processing Time: 5–7 business days (Monday to Friday).

  • Shipping Time: 7–10 business days (Monday to Friday).

Total Delivery Time: Estimated to be 12–17 business days from the date of order confirmation.

For more details, refer to our Shipping Policy.

13. Is My Personal Information Safe?

Absolutely! We follow industry-standard security practices to protect your personal information:

  • All payment information is encrypted using Secure Socket Layer (SSL) technology.

  • We do not store your credit card details after the transaction is complete.

  • Your personal data is never shared with third parties, except as required for order processing (e.g., shipping or payment services).

14. What If I Need More Help?

We’re here to assist you!

Email: support@mophado.com
Address: 30 N Gould St Ste N, Sheridan, WY 82801, USA
Phone: +1 (209) 850-3168
Support Time: Mon-Fri: 9AM-5PM PST

Feel free to reach out with any questions or concerns!