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FAQs

1. Do you offer products in sizes or options different than the options on your website?

  • MujiMoji offers a wide variety of products in different sizes and options. The options on our website are what we currently offer and are available. If you'd like our products to have different sizes or options, please let us know and we'll look into exploring if these new sizes/options are available to add.

2. I placed an order but didn’t receive confirmation. What do I do?

  • If you just placed an order, it may take a couple of minutes to receive an order confirmation. If you still have not received one, please reach out to our support team and we'll work on getting you an order confirmation.

3. When will I receive my order?

  • We're committed to shipping your order within a respected time. Your orders will receive an estimated delivery date but this may vary, especially in the current economic climate of the online retail market. Your orders will also receive a tracking link that can be used to track your order. Please be aware that tracking for international packages may not always be reliable as international tracking is limited.

4. Does your store ship internationally and will I have to pay for customs and VAT?

We ships our products internationally with various courier services. If you as a customer are ordering products internationally, you as a customer will be subject to paying for customs and VAT for your order.

Whether you will be charged with customs and taxes or not depends on your shipping address, because Tax, along with Custom fees, is regulated by destination countries. 

By saying that, prices displayed on our website have not yet included taxes, but you will be informed of the exact tax rate during your checkout, before you complete the order.

5. Can I change or cancel my order, or update my shipping address?

  • You will have 4 hours after placing an order to cancel the order. After this timeframe, if you wish to cancel or change your order details, please contact us within 12 hours upon confirmation of the order.  Once your order is in processing, unfortunately, we are unable to make any changes or cancel your order. If you cancel your order in processing, you may still be responsible for the cost of the product canceled. There is a 10% of sale price for restocking fee will apply. 

6. What shipping carrier and shipping methods are you using?

  • We ships worldwide with various courier services. Our courier services include UPS, USPS, FedEx, Royal Mail, DHL, DPD, and India Mail. etc.
  • We typically offer Standard, Expedited, and Overnight shipping but this can vary from product to product. For international shipping methods, we offer standard and expedited. International shipping times are longer than US domestic shipping times.

7. What is the processing time on my orders?

  • Processing your order would take 1-2 business days, After your order is ready, we will ship out to you.

8. What happens if I didn't receive my tracking link and how long will it take to receive one?

  • Please allow up to 72 hours to receive a tracking link after your order is shipped. You will not receive a tracking link while your order is in processing

9. I’m not happy with the product, what do I do?

  • We're sorry that you were not satisfied with our product but unfortunately, We do not accept returns or refunds any used products but please contact us if there is any issue or perhaps shipping damage. Your satisfaction is our top priority. You can take a picture and a short video to explain what is/are the problem(s), we will make it right.

10. I received a damaged product, what do I do?

  • Please reach out to our customer support team immediately when you receive your damaged product (within 2 hours) and describing the damaged product and be sure to include photo evidence of the damaged product in your order. 

11. I never received my packaged order, what do I do?

  • If your packaged order was not received and the tracking link states that it was not delivered, your order will be considered lost in transit. You can then reach out to our support team about a lost in transit package and we can work on getting you a reprinted order. 

12. What are your exchange, refund, and return policies?

  • While we want every order to be perfect, mistakes can happen from time to time. We do not offer exchanges as every product is custom printed. We can offer refunds or returns for your orders in unused condition if there are product mistakes. Please reach out to our customer support and if you are submitting a request, please be sure to include photo evidence of your product in your order

13. Can I change my shipping address after placing an order?

If you wish to change your shipping address, please contact us within 6 hours after placing your order. Our Customer service representative will check your order and confirm ASAP.

14. Why are my items shipped separately?

If your order contains a variety of products, your items may be split up during the manufacturing process which leads to separate shipments. (Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout)

Due to the different processing times and shipping locations, we are unable to combine shipments. You will receive a shipping notification for each shipment in your order.

15. What do you need to pay for an order?

Your total payment = product prices + shipping fee + tax*     

Tax is only charged for certain coutries and locations

16. What is your warranty policy?

we shall provide warranty service due to non-artificial quality problems

For electric scooters:

1.one year warranty to the main body including handlebar stem, Motor, charger

2.Battery is 6 months warranty period

3.Plastic decorative cover, rubble handlebar, rear wheel is not in the scope of warranty.

4. Tires is 3 months warranty period

5. We（MujiMoji) reserve all the right for the final explanation

For hoverboard:

1. One year for the PCB, motor, charge

2. if it doesn't work, you can return it in 7 days when you received the hoverboard, you are responsible for returning shipping charge. Please contact us first at mujimojiscooter@gmail.com, once we confirm the situation, you can ship the hoverboard to our warehouse. 

3. Manmade damage is not covered by our warranty

For electric skateboard:

1.For 1 year warranty of battery, motor, controller.
2.Wheel is one month warranty, belongs to consumer goods.
3.Artificial damage is not in warranty.

If you have any other questions are not listed above, please feel free to contact us at mujimojiscooter@gmail.com, We will get back to you as soon as we can. Thanks!