Q&A

Account

Do I need to register before placing an order?

Yes, you do. You can browse our fashion product without registering. Once you are ready to place an order, we will prompt you to login or register with us.

How do I register?

Click “Sign in” at the top right corner of our website. You can register with your email account.

What if I forget my login password?

Click the “forgot password” at the Sign in page, fill in your registered email then we’ll send a new password to your registered email.

How can I change my account password?

You can change your password after you login your account.

How do I unsubscribe from your email newsletter?

You can click “Unsubscribe” at the bottom of every received newsletter email.

 

Ordering & Payment

Can I remove item from the shopping cart?

Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item from the order.

What happens if my item is out of stock?

For our popular item, it might go out of stock quickly. We will continue working with our independent designers to ensure the items displaying on our site will be available to our customers.
The out-of-stock items will be automatically refunded once your order is processed.

Can I modify or cancel my order?

Once your order is placed (before payment, in “Awaiting Payment” status), there would be an eight digit alphanumeric order number. Those orders cannot be altered. If any information is incorrect, you can ignore the wrong order and create a new one.
Once you finish the payment for your order, if you want to modify or cancel, you can send a request to our customer service representatives in your account at Contact Us page for assistance.

 

If I want to change information (such as size, shipping address, shipping method) of a paid order, what can I do?

We can only change those information for you if the order is not shipped out. Therefore , please be more careful to place the order. If there are changes, contact us via sales@mosnovo.com or chat with us online

What kind of secure payment methods do you accept?

We use PayPal to facilitate our payment process. You can use Credit Cards, Debit Cards, PayPal Wallet and any other payment methods that PayPal supports to complete your order on our website.

How do you secure my payment information?

We do not process any of your payment information. All payment related matters on mosnovo are handled by PayPal.

Why do I get less refund for the item(s) sometimes?

Please be noted if there is a discount for your order, we will refund you the amount with the discount, that means we will refund what you actually pay for each item

 

Shipping & Handling

Where does my order ship from?

Our main fulfillment center is located in China. Majority of our item are shipped from our fulfillment center. Some of the item we work with might ship the products directly from oversea warehouses which locate across North America , Europe, etc.

What countries do you ship to?

Now we ship Worldwide.

Does MOSNOVO ship to multiple addresses?

We are only able to deliver to one address per order. We suggest that you place a separate order for each destination, if you would like to send your purchases to multiple addresses.

What delivery companies do you use?

We only use USPS to ship the order for Free shipping

How much is the shipping fees?

We offer Worldwide Free Shipping when order more than $29.99 or a small fee $5 worldwide registered air mail shipping!

Is there any additional fee or tax?

For most of the countries, our customers do not need to pay for importing fee, duties or VAT (Valued Additional Tax). However for some European countries, our customers may need to pay the duties or VAT according to your countries’ levying rules.

Do you ship to PO BOXes and APO/FPO/AFP military addresses?

We can only ship to those addresses by standard shipping (about 2 - 4 weeks for delivery). 

What is the delivery time?

Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
Our normal delivery time is 1-3 business days of preparing the orders and 7-15 business days of shipping.

Order Processing: Once you complete payment for your order, we will start processing your order immediately. The order processing time is normally 1-3 business days. We work with our in dependent designers to prepare your products. Our in house QA team will perform a quality control checking before each product is placed into the final shipping package.

Shipping: Our standard shipping is with postal mail. It takes 7 to 15 business days to deliver to most of the locations worldwide. 

How do I track my order status?

Once the order is placed, you will receive an email about the order information. You can also login to our website and track your order under “My Account” on the top right side of our website.
Once the order is shipped, you will receive a shipping email with the tracking number for your package.

* Occasionally, we've seen that some carrier facilities are not timely with either scanning in packages and/or updating the tracking info. Please allow 24 - 48 hours for the tracking number to be fully updated on the carrier's tracking system.  

Can you pack my order as a gift?

Sorry we do not provide this service now.

Customer Support

What if I encounter other problems on MOSNOVO.COM?

Please take a picture of the problem you met or screenshot and send it to sales@mosnovo.com so that we can handle the issue ASAP.