Shipping policy

 

Last updated: September 13, 2026

Thank you for shopping with Mao Moe Studio. Please review the following information regarding order processing, pre-orders, shipping, and delivery before placing your order.

Order Processing

Ready-to-ship items are generally processed within 2–5 business days after your order is placed.

Business days are Monday through Friday, excluding holidays.

Processing time refers to the time required to prepare, inspect, package, and hand your order to the shipping carrier. It does not include carrier transit time.

During collection launches, promotional periods, holidays, or periods of high order volume, processing may take longer.

Once your order has shipped, you will receive a shipping confirmation email containing tracking information.

Pre-Orders

Certain Mao Moe Studio products may be offered for pre-order before they are ready to ship.

Pre-order items will include an estimated shipping timeframe on the applicable product page at the time of purchase. Please review this timeframe carefully before placing your order.

Estimated pre-order shipping dates are based on the information available to us at the time of purchase and may be affected by production, manufacturing, material availability, quality control, freight, or other circumstances.

If a pre-order item is delayed beyond the originally stated shipping timeframe, we will notify you and provide an updated estimated shipping date.

Where required by applicable law, you will have the option to agree to the revised shipping timeframe or cancel the affected unshipped item for a refund.

Our final-sale policy does not limit any cancellation or refund rights that apply when we are unable to ship a pre-order within the promised timeframe and applicable law requires a cancellation or refund option.

Once a pre-order item has shipped and has been delivered as ordered, it is subject to our Return & Refund Policy, including our final-sale terms.

Orders Containing Pre-Order and Ready-to-Ship Items

If your order contains both ready-to-ship and pre-order merchandise, the items may be shipped together once all items are available or may be shipped separately.

Shipping arrangements may depend on the items purchased, fulfillment availability, and the shipping method selected.

If an order is held to ship together, the estimated shipping timeframe for the pre-order item may determine when the entire order ships.

Shipping Rates

Available shipping methods and shipping charges will be calculated and displayed at checkout based on your shipping address and order.

Any applicable shipping charges will be shown before you complete your purchase.

Original shipping charges are generally non-refundable except when required by applicable law or otherwise expressly provided in our Return & Refund Policy.

Estimated Delivery

Estimated delivery times displayed at checkout begin after your order has been processed and transferred to the shipping carrier.

Delivery dates and transit times are estimates only and are not guaranteed.

Carrier delays may occur due to weather, holidays, high shipping volume, customs processing, transportation disruptions, or other circumstances outside Mao Moe Studio's reasonable control.

Shipping Address

Please carefully review your shipping information before placing your order.

Customers are responsible for providing a complete and accurate:

  • Full name

  • Street address

  • Apartment, unit, or suite number, if applicable

  • City, state, and ZIP or postal code

  • Contact information

If you notice an error in your shipping address, please contact us as soon as possible at hello@maomoestudio.com.

We will make reasonable efforts to assist you, but we cannot guarantee that an address or order can be changed once the order has entered processing or has been shipped.

Mao Moe Studio is not responsible for delays or delivery issues resulting from incorrect or incomplete shipping information provided by the customer.

Tracking

Once your order has shipped, you will receive tracking information at the email address provided during checkout.

Please allow time for tracking information to update after receiving your shipping confirmation.

If tracking has not updated for an unusual period of time, please contact us at hello@maomoestudio.com.

Lost or Missing Packages

If you believe your package has been lost in transit, please contact us so that we can review the available tracking information and assist with the appropriate next steps.

We may ask you to cooperate with us or the shipping carrier during an investigation or claim.

If tracking shows that your package has been delivered but you cannot locate it, please first:

  • Check around the delivery location

  • Check with members of your household

  • Check with neighbors

  • Check with your building management, front desk, or mailroom, if applicable

  • Contact the applicable shipping carrier

We will review shipping issues on a case-by-case basis and provide any remedy required under applicable law.

Damaged Packages or Merchandise

If your order arrives damaged, defective, or incorrect, please contact us at hello@maomoestudio.com within 3 calendar days of delivery.

Please include:

  • Your full name

  • Your order number

  • A description of the issue

  • Clear photographs of the merchandise

  • Clear photographs showing the damage or defect

  • Photographs of the shipping packaging and shipping label, when applicable

Please retain the merchandise and all original packaging while your claim is being reviewed.

Do not wear, wash, alter, remove tags from, or otherwise use merchandise that you are reporting as damaged or defective.

Damaged, defective, and incorrect-item claims are handled in accordance with our Return & Refund Policy.

Returned-to-Sender Packages

An order may be returned to us because of:

  • An incorrect or incomplete address

  • Refusal of delivery

  • Failure to collect the package

  • An unsuccessful delivery attempt

  • Other recipient-related delivery issues

If a package is returned to Mao Moe Studio, we will contact you regarding the available options.

Additional shipping charges may apply if the order is eligible to be reshipped due to an address or delivery issue attributable to the recipient.

International Shipping

International shipping availability will be displayed at checkout.

For international orders, customers may be responsible for customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping cost and are the responsibility of the customer, except where otherwise required by applicable law.

Mao Moe Studio does not control customs processing or the fees imposed by another country.

International shipments may experience additional delays due to customs processing.

Customs and Import Restrictions

Customers are responsible for ensuring that products ordered from Mao Moe Studio may legally be imported into their destination country.

We are not responsible for delays caused by customs inspections, local import requirements, or other government processing outside our reasonable control.

Shipping Delays

If we become aware that we are unable to ship your order within the timeframe originally promised, we will contact you and provide an updated estimated shipping date.

Where required by applicable law, you may be given the option to consent to the delay or cancel the affected unshipped order for a refund.

Our final-sale policy does not override cancellation or refund rights that apply when merchandise cannot be shipped as promised and applicable law requires otherwise.

Order Cancellations

Because orders may begin processing shortly after they are placed, we cannot guarantee that cancellation requests can be accommodated.

For ready-to-ship merchandise, please contact us as soon as possible if you believe there is an issue with your order.

Pre-order cancellation rights related to delayed shipment will be handled in accordance with the Pre-Orders section above and applicable law.

Once an order has been fulfilled as ordered and delivered, it is subject to our Return & Refund Policy.

Contact Us

For questions regarding shipping, tracking, delivery, or an existing order, please contact:

Mao Moe Studios LLC
d/b/a Mao Moe Studio
Email: hello@maomoestudio.com