Frequently asked questions

Can I change/modify my order after payment?

Unfortunately, orders cannot be changed/modified after payment . As soon as an order is placed, it is automatically submitted to our fulfillment department.

Why is my order not processing?

Here is a list of possible reasons :

  1. The billing address that is on the order does not match the billing address where the card statement is mailed to.
  2. Unavailable funds
  3. Incorrect Card Security Code.
  4. Incorrect credit card number or expiration date.

When do I get my refund once I have returned an item?

Once we have received the item in our warehouse, we aim to process a refund to the original payment card within two weeks.

What is your return policy?

As long as you buy from MOCOLL, you can enjoy 90 days free exchange service for quality problems, just contact us: support@mocoll.com

Where are your shipping from?

We ship from our warehouse located in Hong Kong S.A.R.

How much is the shipping fee? Do I need to pay import taxes?

Shipping is free on orders over $50. Import tax is determined by the shipping address you fill in and is paid by MOCOLL for most countries. (Except for the United States, where the elimination of the T86 policy has resulted in a $200 import tax per package).

Do I need to be home when my order arrives?

We currently use FedEx Express and other couriers for shipment. The delivery service is be door-to-door and a signature is required.

There are instances where the parcel is left in the collecting counter if the courier cannot reach you on their first attempt.

If you are not available to sign for your parcel , please contact the appropriate courier upon receiving your tracking information.

How can I track my order?

You will receive an email with tracking information after your order has shipped. Please note that it may take 1 - 2 days to update the tracking information on the courier website.

If you cannot find your order email information, please contact us at support@mocoll.com with your order number OR name!

I am in the military, can Otter Products ship to an APO address?

Unfortunately, at this time we cannot ship to military addresses. We are sorry for any inconvenience caused.

Are there delays due to customs clearance?

Yes, there may be a delay in your shipment due to custom clearance. This delay is out of our control and we apologize for any inconvience caused.