FAQ's

 

How can I contact you?

You can reach us by phone at 647-643-8330 or via email at mochapouch@gmail.com. Our customer service team is available to assist you with any inquiries you may have.

Where are your products shipped from?

Our products are sourced from various suppliers who prioritize sustainability and eco-friendly practices. We ensure that all items are shipped from locations that align with our commitment to quality and environmental responsibility.

What is your refund policy?

We have a 30-day return policy, which allows you to request a return within 30 days of receiving your item. To initiate a return, please contact us at mochapouch@gmail.com.

Can I get a refund on my product?

Yes, you can receive a refund on your product if it is returned within our 30-day return window. Please ensure that the item is in its original condition and packaging to qualify for a refund.

Are there any items that cannot be returned?

Certain items are non-returnable, including perishable goods, custom products, and personal care items. If you have questions about a specific item, please contact us for clarification.

How long does it take to process a refund?

Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to post the refund.

What should I do if my item is damaged or defective?

If you receive a damaged or defective item, please contact us immediately upon receipt. We will evaluate the issue and work with you to resolve it promptly.

Can I exchange my product?

The fastest way to obtain a different item is to return the original product and place a new order once the return is accepted. This ensures that you receive the item you want without delay.

Do you ship internationally?

Yes, we offer international shipping. Please check our shipping policy for more details on shipping rates and delivery times to your location.

What if I need to cancel my order?

If you need to cancel your order, please contact us as soon as possible. We will do our best to accommodate your request, but cancellations can only be processed before the order has been shipped.