SUPPORT
SUPPORT/FAQ
ALL SALES ARE FINAL AFTER CHECKOUT. IF YOU HAVE MORE CONCERNS THAT ARE NOT LISTED IN THE FAQ, FEEL FREE TO CONTACT US!
When will my order ship?
- For preorders, the information can be found on the product page. Most preorders take 4-6 weeks.
- For standard orders, we generally pack all week and drop off at the post office on Friday and Monday! It depends on how backed up we are, but sometimes we ship within 24-48 hours c:
How long does shipping take?
- For U.S. orders, ground shipping takes anywhere from 2-10 days.
- For international orders, shipping can take anywhere from 1-3 weeks. Concerning international shipping, depending on your country, you may have to pay a customs duty and/or import tax. You are responsible for paying any customs duty and/or import tax that your country charges you.
Order says delivered, but has not arrived/Order is missing or lost?
- Unfortunately, lost packages can happen, and it is outside of our control. In the event it says delivered but it has not arrived, we recommend filing a claim directly with the shipping service. In the event that the tracking says your package is missing or lost, we also recommend filing a claim, as well as contacting us in order to see if we can send a replacement or refund you. If you have any questions or need further assistance in receiving your order, please do not hesitate to contact us.
Can I change my shipping address or modify my order?
- Yes, just contact us immediately and let us know your order number and if you'd like to change your address, as we won't be able to once it is packed and shipped! Concerning order modification/cancellation, we do not allow changes due to possible stock conflicts, however if you've made a mistake, contact us as soon as possible and we may be able to make that adjustment for you!
How should I wash my garments?
- In order to best preserve your garment, turn it inside out, cold wash it, and hang dry. Avoid using a dryer if you can, especially heat drying, as heat will damage the print and potentially shrink over time. After hang drying, it is okay to tumble dry it for 10-15 minutes to get any last wrinkles out.
- For more delicate accessories(like hats or shoulder bags), it is best to hand wash with a mild soap and water mix.
Can I return my order?
- Because of the mix of limited stock and demand, there is no guarantee that everyone will be able to purchase the drops they want. In order to stay efficient, all orders are non-refundable. Please ensure you order the correct size and reference our size chart as well, it is not guaranteed to be able to be edited, changed, or cancelled. All orders are FINAL post-checkout, but if you have any questions, mistakes, or concerns, please contact us as soon as possible, and we will do what we can!
Will you ever restock *insert product*?
- We are constantly wanting to make new things and execute new ideas, and so lots of stuff never gets restocked. However, items with high demand normally get one or two restocks and/or preorders. You can view our favorite sold out product on our *ARCHIVE page :)
For any other inquiries or questions:
- Email us at contact@momoyao.studio. We will get back to you as soon as possible, but please allow anywhere from 12-48 hours. Sometimes emails get lost, so if you haven't heard from us in a while, feel free to email us again <3
*Also, orders may have stray strands of puppy hair! Our company dog Oolong apologizes if it causes any inconvenience c: