Refund policy
For questions about returns, refunds, or exchanges, please contact us at storeonline@moca.org or (213) 621-1710.
Returns
MOCA Store accepts returns within 30 days of delivery for online purchases and within 30 days of purchase for in-store transactions. After this period, we cannot offer a refund or exchange, except where required by law.
To be eligible for a return, items must be unused, in their original condition, and in their original packaging. A receipt or proof of purchase is required.
In-Store Returns
Eligible items may be returned in person at MOCA Store without prior authorization.
Returns by Mail
Before mailing a return, please contact us at storeonline@moca.org to confirm eligibility and receive return instructions. Please do not mail items back without prior authorization.
Non-Returnable Items
The following items are final sale and cannot be returned or exchanged, except where required by law:
- All sale items.
- All face masks.
Purchases shipped outside the United States are generally final sale, except for damaged or defective merchandise and where otherwise required by applicable law.
Partial Refunds
In certain circumstances, partial refunds may be considered at MOCA Store's discretion, including:
- Books with obvious signs of use.
- CDs, DVDs, or vinyl records that have been opened.
- Items that are damaged, missing parts, or not in their original condition for reasons unrelated to our error.
Exceptions to our standard return eligibility requirements may be considered on a case-by-case basis at MOCA Store's discretion.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved or declined.
If approved, your refund will be processed and credited to your original payment method. The time it takes for the credit to appear may vary depending on your bank or credit card provider.
Late or Missing Refunds
If you haven't received your refund, please check your bank account and contact your credit card company, as refunds may take additional time to appear.
If your refund still hasn't been posted, contact your bank. If you've completed these steps and still haven't received your refund, please email storeonline@moca.org.
Damaged or Defective Merchandise
If your order arrives damaged or defective, please contact us promptly at storeonline@moca.org with your order number and photographs of the item and packaging.
For approved claims involving damaged or defective merchandise, MOCA Store will arrange standard return shipping at no cost to the customer or provide an alternative resolution.
For international orders, please contact MOCA Store at storeonline@moca.org before returning any merchandise. We will review the circumstances and provide instructions if a return is necessary.
Exchanges
We only replace items that are defective or damaged.
To request an exchange, please email storeonline@moca.org before mailing your item. Our team will confirm eligibility and provide return instructions.
Once your exchange has been authorized, send your item to:
MOCA Store
c/o Exchanges
250 South Grand Avenue
Los Angeles, CA 90012
USA
Gifts
If an item was marked as a gift at the time of purchase and shipped directly to the recipient, the recipient will receive a digital gift card for the merchandise value of the approved return. An email address must be provided for digital delivery. A physical gift certificate can be mailed upon request.
If the item was not marked as a gift, or the purchaser had the order shipped to themselves, the refund will be issued to the original purchaser.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible. We cannot guarantee cancellation once an order has been processed or shipped.
Return Shipping
Once your return has been authorized, please mail your item to:
MOCA Store
c/o Returns
250 South Grand Avenue
Los Angeles, CA 90012
USA
Customers are responsible for return shipping costs unless otherwise arranged by MOCA Store.
Original shipping charges are non-refundable, except where required by law or when a refund of those charges is approved due to an error on our part.
Delivery times for exchanged items may vary depending on your location.
For returns valued at more than $75, we recommend using a trackable shipping service or purchasing shipping insurance. MOCA Store cannot guarantee receipt of returned merchandise.