Shipping policy

Shipping & Processing

Shipping speed estimates refer only to time in transit and do not include the time required to process your order or for the carrier to accept your shipment. Processing and delivery times may vary depending on order volume, staff capacity, and carrier operations.

If you have a specific delivery deadline, please contact us at storeonline@moca.org before placing your order. We will do our best to accommodate your request but cannot guarantee delivery by a particular date.

Pre-Orders

Orders containing pre-order items will ship once all items are available. In-stock items will not ship separately.

If you would like to receive available items sooner, please place a separate order.

Holiday Ordering

The holiday season is our busiest time of year. For the best chance of receiving your order by December 25, we recommend placing your order by December 9.

This is a recommended ordering deadline, not a guarantee of delivery. Processing times and carrier delays may affect arrival dates.

International Orders

International customers are responsible for any applicable customs duties, import taxes, and other fees imposed by the destination country. These charges are not included in the purchase price or shipping cost and will not be paid by MOCA Store.

Orders abandoned or refused because of unpaid duties or taxes are not eligible for a refund, except where required by applicable law.

Purchases shipped outside the United States are generally final sale, except for damaged or defective merchandise and where otherwise required by applicable law. Customers must contact MOCA Store at storeonline@moca.org before attempting to return any international order. Unauthorized international returns may not be accepted.

MOCA Store reserves the right to cancel orders when necessary. If your order is canceled before shipment, you will receive a refund.

Damaged or Defective International Orders

Although international orders are generally final sale, we understand that items may occasionally arrive damaged or defective.

If your international order arrives damaged or defective, please contact us at storeonline@moca.org as soon as possible with your order number and photographs of the item and its packaging.

We will review the circumstances and work with you to determine an appropriate resolution, which may include a replacement, refund, or other accommodation. Return shipping arrangements, if necessary, will be discussed before any items are sent back.

Lost or Missing Packages

If your order has not arrived within the expected delivery window, please check the tracking information provided in your shipping confirmation.

If your package is marked as delivered but cannot be located, we recommend checking with other household members, neighbors, or building management and contacting the shipping carrier.

If you are still unable to locate your package, please contact us at storeonline@moca.org with your order number and tracking information.

MOCA Store will review the circumstances and assist with investigating the shipment. Refunds or replacements will be determined on a case-by-case basis.