FAQ
1- When will my order ship?
Domestic and international orders with standard shipping may require 1-5 day to process and ship.
Domestic and international orders with expedited shipping that are placed after 10 am Pacific Time may require 1-3 day to process and ship. Orders placed after 10 am on a Friday may not be processed and shipped until the following business day.
*Orders placed on Saturday or Sunday will be processed and shipped on the following business day.*
2- Where can I find my tracking number?
You can find your tracking information by logging into your account with your order history or by email.
Tracking number will be send by email.
Please allow 1-3 business day for the tracking to be updated by the carrier. For additional shipping & tracking inquiries, please contact the courier directly. Unfortunately, we view the same tracking information as you, so please utilize the carrier's resources before reaching out to our customer support for additional assistance.
For international orders, for more detailed tracking information for international shipments, please copy & paste your tracking number into the search bar here: https://track.aftership.com/
3-How do I cancel my order?
If your order has not yet shipped, and you would like to cancel your order, please send an email to support@mostary.com with the word "cancel" as well as your order number in the subject line. We will respond to cancellation requests during the business hours of M-F 9am-5pm. We are not able to cancel or change any part of an order once it has shipped from our warehouse.
Please double check all information before confirming your order. Once an order is placed, there is no guarantee that we will be able to cancel or edit the order information, even if the status still states "Unfulfilled" or "Pending Fulfillment".
*Please refer to our Return Policy for information on how to process a return or email support@mostary.com for help.
4-Where do I enter my coupon code?
Click on the "Apply Coupon Code" link on the right-hand side of the checkout screen. Then enter your code in the box.
Clicking the "COMPLETE SECURE CHECKOUT" button will finish your checkout process and process your payment.
5-Who can I contact for other questions?
Can't find the answer you need in our Support Center? Please email us directly at support@mostary.com or better yet, message us on Facebook or Instagram and we'll reply right away!
6-How can I change my shipping address?
If you have not yet received a shipping confirmation email, we may be able to edit your shipping address prior to shipment. Please reach out directly to support@mostary.com with your order number in the subject line and your full name and new address in the body of the email.
Orders tend to ship same day, so once an order is placed, there is no guarantee we will be able to make any changes. Please double check all information before confirming your order.
Once your order has shipped, we are not able to change the delivery address, cancel the order, or adjust the shipping method.
7-Return & Exchange Policy
8-How long does international shipping take?
International orders can take between 2-3 days processing time and 5 to 10 days for delivery, including packages that have shipped with FedEx, DHL... In cases where customs processing is slow, delivery can take up to 2 weeks.
For more detailed tracking information for international shipments, please copy & paste your tracking number into the search bar here: https://track.aftership.com/. This website will show you the most up to date tracking information with your provided mail carrier.
Items are subject to customs clearance upon arrival in the destination country and may be held until duties and taxes are paid. As the importer/consignee, it is your responsibility to pay duties and taxes. We are not able to refund customs fees or additional charges that must be paid to have your package delivered. If your order was returned to the US, please contact support@mostary.com with your order number in the subject line for further assistance.
9-Why is my package still in the 'pre-shipment' phase?
If you have received confirmed tracking information but it hasn't shown further movement, it may still be en route to the carrier. Please allow 1-3 business day for the tracking information to be updated by the carrier from the time you received the confirmed tracking number.
If your package has made progress, but halts any updates with the carrier over 3 business days via FedEx, UPS or 5 business days via Royal Mail, USPS, DHL, UBI... please reach out to support@mostary.com with your order number in the subject line.
10-Can I have my order shipped to a hotel?
We do not recommend, in any case, having items shipped to a hotel as it is never guaranteed that the item(s) will arrive on time. The delivery time stated on the tracking is just an estimate and USPS does not guarantee these shipping times.
11-What payment methods do you accept?
We accept Paypal, Visa, Mastercard, American Express....