To request an address change, please copy and paste the form below to format your address and send to: mokapuffshop@gmail.com

If your order has already been sent out to the wrong address:
Please contact your local postal service with your tracking number to see if it is possible to make new delivery arrangements for your order. We do not cover redelivery costs due to customer error.

The buyer is entirely responsible for inputting the correct shipping address upon ordering. Please ensure that you include all necessary details such as your apartment or unit number, otherwise the parcel will be deemed undeliverable at the courier's discretion. If the buyer would like a new package re-made and re-shipped, they will have to pay a re-shipment fee and cover the full cost of a new parcel.

FAQ

How do I know when my preorder ships out?
Please check and read the individual item descriptions of the item(s) you ordered to see production timelines and estimated ship out periods! Please note that the timeline shown is a rough estimate (ex. roughly in the month of June) and is subject to change. To see how far along we are on the production and shipping timeline, you can always check Preorder Updates.

An email/social media announcement will be sent out 5 days prior to preorders shipping out to allow for last minute address changes before shipping starts.

Please keep Instagram post notifications turned on to know when preorders ship out! Ensure that you are opted into emails with an email you check frequently to receive emailed shipping updates. Email reminders are only mailed to those who subscribe to Mokapuff emailing, you can subscribe by scrolling all the way down and entering your email address!

Will my non-preorder items ship out to me first?
Your whole order will be held until the last preorder item has arrived to me and is ready to ship. If you would like your in-stock items to ship out first, you can email mokapuffshop@gmail.com and arrange to pay for additional shipping.

What if I am moving and don’t know what my new address is? What if I am going to be on vacation when you ship things out?
Please email me at mokapuffshop@gmail.com to put your order on hold! I can withhold shipping out your order until you have your new address or until you know you are going to be home to receive the package.

Can I add more items to an order I already made since it hasn’t shipped yet?
Yes! You can do so by emailing me and letting me know what item(s) you'd like added. I can make an invoice and safe payment portal for you to pay the additional item cost.

Can I merge two of my orders so they will ship together?
Yes of course! Please email me with the email you used to place the orders or your order numbers and I can arrange it for you.

I placed a large order for both preorder and in-stock items. Can I request that the in-stock items ship out to me first?
Yes! Please email me at mokapuffshop@gmail.com and I will split your order for you. You will have to pay an additional shipping fee for the extra shipping label. I recommend placing 2 separate orders on the site if you’d like to do this in the future!

The [preorder open] period has ended on the product description timeline, is this item still available to preorder? I don’t know how preorders work.
If you are still able to make the purchase on mokapuff.com it is still available to preorder! Items will be marked sold out on the website when preorders run out. You will no longer be able to add to cart or checkout when the item is marked sold out.

The initial [preorder open] period you see in the timeline is when fundraising is done to bring the designs to life! Designs that meet the funding goal during that time are produced and designs that do not are cancelled. Sometimes when the initial preorders do very well I am able to order some extra stock. 

The extra stock is then listed on the website and made available for limited preorders until quantities are sold out. 

 Extra stock is not always guaranteed so it is recommended to preorder during the initial funding period to guarantee your items! As a small business I may not always have funding to do design re-runs so designs are often discontinued once sold out.

If your question was not answered by the FAQ please feel free to email me! All customer service inquiries are answered in email, no dms please