Orders are generally processed within 1–3 business days after payment authorization. Processing time is separate from delivery time.

Orders placed on weekends, public holidays, during promotions, or periods of unusually high demand may require additional processing time. We may contact you if order information requires verification.

Estimated delivery is generally 7–12 business days after an order has been processed and shipped. Delivery estimates are provided for guidance and are not guarantees.

Carrier congestion, customs review, weather, local service disruptions, remote destinations, address issues, or other circumstances outside our reasonable control may cause delays.

Available shipping destinations are shown at checkout. We may be unable to ship to certain countries, regions, postal codes, P.O. boxes, military addresses, restricted areas, or locations not served by available carriers.

An order may be cancelled and refunded if delivery to the submitted address is unavailable.

Applicable shipping charges are shown at checkout before payment. Charges may depend on destination, order value, package size or weight, delivery method, promotions, and other order factors.

Any free-shipping offer applies only when the stated conditions are satisfied.

Orders may be shipped from our own or partner facilities depending on product availability, destination, and operational needs. Items in one order may arrive in separate packages and at different times.

When tracking becomes available, it is normally sent to the email address used at checkout. Tracking may take several days to update after a label is created.

If your order includes multiple packages, separate tracking numbers may be provided.

Customers are responsible for providing a complete and accurate shipping address, recipient name, postal code, and contact details. Review this information before submitting the order.

Contact us immediately if a correction is needed. Changes cannot be guaranteed after processing or shipment. Additional shipping costs caused by an incorrect or incomplete address may be the customer's responsibility where permitted by law.

The carrier may leave the package in a safe location, request a signature, attempt redelivery, or hold it for collection. Customers are responsible for monitoring tracking and following carrier instructions.

Packages returned because of refusal, failed delivery, non-collection, or address problems may require additional shipping charges before reshipment.

International shipments may be subject to customs review, duties, import taxes, brokerage charges, or local fees. Unless checkout expressly states otherwise, these charges are generally the recipient's responsibility.

Customs clearance may delay delivery. We cannot control local customs decisions or processing times.

If tracking has not updated for an extended period or delivery exceeds the estimated window, contact customer support with your order number. We may investigate with the carrier, fulfillment facility, or relevant service provider.

Investigation time varies and may be required before a replacement, refund, or other resolution can be determined.

If a shipment appears lost, contact us promptly. We may ask you to confirm the address and check with household members, neighbors, building management, the local carrier, or other safe delivery locations.

After investigation confirms loss, we will provide an appropriate reshipment, replacement, refund, or other solution.

For damaged, defective, incomplete, or incorrect deliveries, retain the item and packaging and send photographs of the product, shipping label, and exterior package. Do not discard materials until the review is complete.

For shipping assistance, email service@moeuya.com with your order number. Customer service is available daily from 8:00 AM to 10:00 PM.