SuperMochi takes pride in guaranteeing the authenticity, legitimacy, and genuineness of all the products we offer.
To ensure the highest quality and authenticity of our products, we carefully source them from reputable and qualified suppliers and distributors. Furthermore, we have established our own temperature-controlled warehouses in Hong Kong where we store all our products. This means that when you make a purchase from us, you can be confident that you are buying directly from us and not from any third-party sellers. We make sure it's authentic.
By maintaining complete control over the sourcing, storage, and shipping processes, we minimize the risk of counterfeit or fraudulent products entering our inventory. Our commitment to these rigorous practices allows us to provide our customers with genuine and reliable products.
Our warehouse staff undergo comprehensive training to ensure they adhere to standard procedures, guaranteeing that all items are thoroughly scanned before packing.
While we strive for excellence, we acknowledge that unforeseen incidents can occur. In such cases, we are committed to providing compensation for any damage or missing items.
We prioritize the continuous improvement of our operations to minimize the occurrence of such incidents. By investing in advanced scanning technologies, implementing stringent quality control measures, and regularly reviewing our procedures, we aim to enhance the accuracy and efficiency of our operations.
Furthermore, we actively encourage our staff to report any discrepancies they encounter during the scanning and packing process. This enables us to promptly investigate and address any issues, ensuring a higher level of accountability and transparency.
Our commitment to compensating for damages and missing items demonstrates our dedication to customer satisfaction and our willingness to take responsibility for any errors that may occur. We value our customers' trust and will continue to work diligently to maintain the highest standards.
Customer can always contact us at cs@supermochi.com for any inquiry and we will get back to you within 1-2 business/working days.
What are the import fees, shipping fees, and customs clearance details?
The shipping fee will be calculated and displayed at checkout, and you typically have multiple shipping options to choose from.
MochiFLY as your shipping method, your order will go through commercial customs clearance with DDP (Delivered Duty Paid). We will cover all customs duties, tariffs, and taxes, meaning there will be no additional fees for you. We will also handle the customs clearance process, so you won't need to take any further steps after checkout. You will receive an email with tracking information once your order has shipped.
Other Shipping Methods: Such as Express DHL, FedEx, or Postal services, please note that if the parcel is assessed at a certain value higher than the invoice value by customs, you may be required to pay additional customs duties or VAT directly to customs or the courier.
Package weight and volume are for reference only. The final shipping fee is calculated and displayed on the checkout page.
What is the return and exchange policy?
Damages and issues
Please inspect your order within 7 days upon receipt 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. Refunds are provided in the form of store credit or product replacement, depending on the nature of the issue. Store credit can be used for future purchases on our website, and replacements will be processed promptly upon verification of the return.
Refunds
Shelf life.
To ensure that every item meets the highest quality and standards, our warehouses are equipped with climate control systems and cutting-edge technology. These systems maintain optimal storage conditions, preserving the freshness and integrity of our products. Additionally, our advanced inventory management solutions are designed to minimize inventory stagnation, ensuring that customers receive items with the longest possible shelf life.
Our commitment to quality and innovation allows us to consistently deliver fresh, high-quality products you can trust. Most items we ship have a much longer shelf life, and we guarantee the following minimum time remaining before expiration or the best-before date upon delivery:
With these guarantees, you can shop with confidence, knowing that every product meets the highest standards of quality.
