FAQ

How to contact customer service?

Please email us at cs@supermochi.com for any inquiry and we will get back to you within 1-2 business/working days.

How do I place an order?

Shopping with SuperMochi is easy.

When you're ready to place your order:

4.Click on ‘Secure Checkout’ and your order summary will appear for your review.

5.Fill in your preferred Shipping Address, Shipping Method and Payment Option then click on ‘Place Order’ to proceed with the payment. The final Price, including all fees, is shown at checkout and no additional fee will be charged after checkout.

6.We accept credit card and paypal in your local currency. You will not be charged with any foreign exchange fee

You will receive a confirmation email shortly after you have successfully placed your order. If you find a mistake or change of your shipping address or items, please contact us at cs@supermochi.com immediately.

What is the import fee, shipping fee and custom clearance?

Rest assured. The final price, including import and shipping fee, is displayed at check out, no additional fee will be billed to you after checkout. We will take care of the custom clearance and no additional step for you after checkout. You will receive an email with shipment tracking after the order is shipped.

• We offer free standard shipping by air on order US $50 or equivalent to USA, UK, Australia, USA, U.K., Australia, Singapore, Malaysia, Thailand, Japan, Korea, Taiwan, Austria, Czechia, Denmark, France, Germany, Ireland, Italy, Poland, Portugal, Sweden, Hungary, and Slovenia.
• We offer worldwide free Express Shipping (DHL, Fedex, UPS) on order USD $128 to all countries are eligible for this option at checkout.

What is the return and exchange policy?

Damages and issues

Please inspect your order within 7 days upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right for you. Just contact us at cs@supermochi.com and include your order number/email address associated with your order and pictures/video of the product condition. Please allow us to review and get back to you in 1-2 business/working days. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. With certain items, such as electronics, please refer the store policy specifically for the certain items, if written in the product description.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

• Once your parcel is shipped or handed to the courier, the courier will not accept return request from us and the shipping fee is charged anyway. If you request for refund of the order after the order is shipped, we accept refund after you return the parcel to our warehouse in HK in the original condition; no pre-paid label is provided for return.
• We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
• We offer refund for missing parcel. No refund for shipment delay but we will do our best to follow up until the parcel is successfully delivered. 

If more than 10 business days have passed since we’ve approved your return, please contact us at cs@supermochi.com.