FAQ

Where do you deliver to?

We currently deliver to more than 76 countries across the world, including Asia, North America, Europe, Australia, New Zealand, and more.👉 Click here to check if your location is on the list.

What is the shelf life for your products?

The shelf life depends on the product type. Since our stock turnover is fast, our products are very new. For shopper protection, we guarantee a minimum shelf life when you receive your items, even though most items we ship usually have a much longer shelf life.

  • Supplements and skincare: 6 months
  • Regular food items: 90 days
  • Short shelf-life items/fresh items: 14 days
  • Clearance items: 3 days

How do I contact customer service?

We offer multiple ways to contact us:

  • Live Chat
  • Email
  • WeChat
  • WhatsApp

👉 Click here to see our contact information.

How long does it take to process orders and deliver?

  • Order Processing Time:
    Most orders are processed within 1–2 business days, except for items marked as requiring longer processing times.
  • Delivery Time:
    Delivery time depends on the shipping method you choose:
    • MochiFLY by Air: Typically takes 5–8 business days.
    • Express Shipping (e.g., DHL/FedEx): Usually faster.

👉 Click here for detailed shipping information.

Do I need to pay tax or customs duty?

  • MochiFLY by Air:
    We use commercial customs clearance by DDP (Delivered Duty Paid). We pay customs duties, so customers DO NOT need to pay additional fees.
  • Express Shipping (e.g., DHL/FedEx):
    Customs may reassess the product's value. If customs assess a higher value, the customer will be responsible for paying customs duties directly to the shipping carrier or customs office.

What is the shipping cost?

  • Our shipping rates are competitive and affordable.
  • Shipping costs vary depending on your country and the shipping method available.
  • The shipping cost will be calculated at checkout based on the product's weight.

Example Calculation:
If a bottle of supplement weighs 120g and the shipping cost is $0.70 per 100g:

  • 120g = 1.2 x 100g
  • Shipping cost = 1.2 x $0.70 = $0.84

👉 Click here to view shipping details and fees.

How do I know if I have placed my order successfully?

Once your order is successfully placed, you will receive an autogenerated email confirmation with:

  • Your order number
  • Order date
  • A summary of your order items
  • Shipping address

If you do not receive the confirmation email within a few minutes of placing the order, please:

  1. Check your spam/junk folder.
  2. Log in to your account and check under Orders.
  3. Contact us at cs@supermochi.com.

How do I place an order?

Placing an order with SuperMochi is simple:

  1. Visit supermochi.com.
  2. Add items to your cart by clicking "Add to Cart" with your desired quantity.
  3. Review your items by clicking the Shopping Cart icon in the top-right corner.
  4. Click "Secure Checkout" to review your order summary.
  5. Enter your shipping address, select a shipping method, and choose your payment option.
  6. Click "Place Order" to complete your purchase.

Additional Information:

  • We accept credit cards and PayPal in your local currency.
  • No foreign exchange fees will be charged.
  • A confirmation email will be sent after your order is successfully placed.

👉 If you notice any mistakes, contact us immediately at cs@supermochi.com.

What are the modes of payment?

We accept the following payment methods:

  • Visa
  • MasterCard
  • American Express
  • Apple Pay / Google Pay
  • Paypal

 

What is the Return and Exchange Policy?

With the advantage of advanced technology, our packing stations are equipped with a data system, barcode scanners, and cameras. Every order goes through a quality check and barcode scanning process before it is shipped to ensure your order is accurate and complete. However, incident may happen, so if you experience any of the following issues, please contact us within 5 days upon delivery so we can assist you:

Damages and Issues

Please inspect your order within 7 days of receiving it and contact us immediately at cs@supermochi.com if:

  • The item is defective.
  • The item is damaged.
  • You received the wrong item.

Include the following details in your email:

  • Your order number.
  • The email address is associated with your order.
  • Pictures or videos clearly show the impacted product's condition.

Our team will review your case and respond within 1–2 working days.

Packaging and Transportation Note

We take extra care to protect your package that our warehouse team will add extra wrapping buffer materials for the fragile packaging. However, due to long-distance transportation, minor defects on the packaging may occur but these minor defects will not impact the hygiene or safety of the product for consumption.

We do not accept returns or refunds for the following reasons:

  • Cracks or breakage of fragile food items (e.g., cookies, chips, cakes, egg rolls, etc.).
  • Melted chocolate or candy due to heat during transit.
  • product customer reports tasting unpleasant, but the product expiry meets our store policy. 

Refunds

  • Once a parcel is shipped, the courier does not accept return requests, and shipping fees are non-refundable.
  • If you request a refund after your order has been shipped, you must return the parcel to our warehouse in Hong Kong (HK) in its original condition. Pre-paid return labels are not provided.
  • We will notify you once we’ve received and inspected your return. The refund will be processed to your original payment method within 5 business days and shipping fees are non-refundable.

Important Notes:

  • We do not accept returns for used items.
  • We do not accept returns if the product's original packaging is opened.

Missing Parcels

  • We offer replacement/refunds for parcels that are lost (i.e., the tracking shows no delivered status, and you have not received the parcel).
  • We do not offer refunds for parcels that are marked delivered by the courier and the delivery picture shows the correct address. Please check with the family member, neighbor or concierge to see if someone has collected the item for you already.
  • However, we do not provide refunds for shipment delays, as there are many factors beyond our control.

If a parcel is not delivered within 30 days from the first scan on the tracking system, we will consider it lost and process your  replacement/refunds.

If you have any questions or concerns, feel free to contact us. We’re always here to help with your order!