FAQ
Filter by topic
All
Need Help?
If you need help, please send us an email and we'll get back to you within 24 hours!
Common Problems
Q: “How long will it take for my order to arrive?”
We have our own registered brands and warehouses in China, and we also have our products in Amazon warehouses in the United States. Our delivery will arrange in the most efficient way in different countries.
In order to keep our inventory affordable, fresh, and up to date with the latest styles we have a centralized fulfillment center in Asia that all of our products ship from.
Due to the overseas location of our fulfillment center ,please allow for up to 4-15 days for shipping and up to 15-45days if the order is international.
Please note that items ordered together may not be shipped out on the same day, and occasionally items may be temporarily out-of-stock or back-ordered.
Rest assured, any shipping delays will be communicated.
Please expect to wait up to 60 days * for Countries like Brazil with a slower postal system.
Please also be aware that the postage time does not include handling and processing prior to shipment.
*Based on previous orders and postal office estimations
Q: “How is shipping calculated?”
Shipping costs are determined by the weight of the items purchased.
Q: “How do i check the status of my order?”
Just click on “Track My Order”on the top menu on mozsly.com to find the real-time update of your shipment.
Q: “Where is my tacking number?”
You will receive an e-mail with all your required tracking numbers once your items have been shipped Handling and processing your order often takes 1-2days but may take up to 5 days on a busy week.Please feel free to contact us via the blue “Message Us”messenger button located on the bottom right of your web page to check the status of your order.You may also e-mail us at info@mozsly.com
Q: “Why do i have multiple tracking numbers?”
Here atMozsly, we carry products that ship from different warehouses and locations.If you’ve ordered multiple products it is likely your items will have separate tracking numbers and will arrive within a few days of each other.Please be sure to check the status of each delivery for more information!
Q: “I need express shipping”
If you require express shipping for an item, please contact us at info@mozsly.com with the following information:Product TitleIntended Postal Address We will reply with a quote as quickly as possible.
Q: “Where is my order being sent from?”
We will produce products in China and send them to every country in the world. In order to keep our inventory affordable .fresh, and up to date with the latest styles, we have a centralized fulfillment center in Asia where all of our products ship from.
Common Problems 2
Q: “My parcel arrived but i’m missing one of my items!”
No stress! This is normal and your remaining items are on its way . Here at Mozsly we carry products that might ship from different warehouses and locations to fulfill your entire order. If your’ve ordered multiple products it is likely your items will arrive within a few days of each other.
Q: “Will there be taxes/duties on my product?”
Due to the small stated value amounts entered by our fulfillment center it is not often that our customers receive duty/extra charges upon import. With that said every country reserves the right to charge tax on any imports, which is entirely out of our control. In the rare event, a charge occurs, customers are 100% responsible for all taxes, duties, or tariffs if applied by your local customs. Note that, the taxes, duties, or tariffs are not part of the shipping charges. It is not charged by us or your post office. It is charged by your country's customs department. For the exact costs of these fees, you should see your local or customs office. We will not responsible for such expenses under any circumstances.
Q: “Backorders?”
Sometimes an item is so popular it gets snagged up before we know it! Don’t worry we promise to get it to you as soon as possible! We know the anticipation of your new items arriving is exciting and we very much appreciate your patience！
If the item is back-ordered longer than two weeks , a refund can be issued upon request toinfo@mozsly.com
Q: “Which countries do you ship to?”
We ship to the United States ,Canada ,United Kingdom, Australia ,Germany,France,Korea,Switzerland, Hungary ,Italy, Luxembourg,Poland, Finland,Belgium,Israel,and New Zealand!
Q: “Orders with incorrect address information”
Once your order has been submitted it can no longer be modified. Any packages returned due to a wrong or incorrect address will be reshipped at the cost of the purchaser. Quick! Take a glance or two and double-check your address is right. Though we check all orders very carefully before shipping. We cannot be responsible for incorrect information like credit card entries or addresses. Please review your order carefully before submitting your order!
Q: “Lost,stolen or un delibered packages”
PLEASE NOTE that we are NOT responsible for lost, stolen, or undelivered packages. ALL LOST, STOLEN, OR RETURNED packages are the responsibility of the buyer. In the rare event of a mail carrier failure, please contact your local carrier directly with any questions or concerns.
Q: “Why is my tracking number not updaing online?”
Since we are working with an overseas fulfillment center please allow 2-3 days for your tracking number to be updated in their system once your shipping confirmation email is received.
Please be assured that once your tracking number is sent to you. your order has in fact shipped. Some tacking numbers may display that your order is not found or is still in Asia even when it is well on its tracking systems can take time.
Q: “Whats your refund polcy?”
We accept returns within 30 days of delivery.
To be eligible, items must be unused, unworn, in original packaging, and free from damage, odors, or pet hair. A receipt or proof of purchase is required.
International orders and sale items are non-returnable.
Shipping fees are non-refundable, and customers are responsible for return shipping costs.
Once received, returns are inspected and processed within 3–6 business days. Refunds will be issued for the item price only, excluding shipping.
Items returned after 30 days or not meeting the conditions above will not be refunded and may be donated to charity.
Q: “Is this site safe and secure?”
Yes! We love you and want to keep you and your personal information safe. The solution to this problem is to encrypt your sensitive data for transmission. Secure Sockets Layer(SSL) was created for this very purpose.SSL uses a complex system of key exchanges between your browser and the server you are communicating with in order to encrypt and protect your data. We do not store your credit card information and it will be used one-time only upon purchasing your product . Then your credit card information will be purged.