FAQs
Shipping & Orders
Where does Mochaaaā ship?
Mochaaaā ships everywhere in the United States, except Alaska, Hawaii, and Puerto Rico. Domestic orders over $50 qualify for free shipping. We also ship internationally to any location accessible via UPS. International shipments do not qualify for free shipping and associated import fees apply.
How much does shipping cost?
We offer free standard shipping on all domestic orders over $50! Under $50, your shipping rate is calculated at checkout.
How long will it take my order to ship?
If Ground Shipping is selected your order will arrive within 5-9 business days.
If Expedited Shipping is selected your order will arrive within 2-4 business days.
International Orders typically arrive at their destination country within 5-7 business days. However, once your package has arrived it may be stuck in customs for an unknown amount of time.
How can I change my shipping address?
We will do our best to accommodate any change requests, but cannot guarantee that updates will be made before your order ships. If your order is shipping to an incorrect address, please email general@mochaaaa.com.
Can I change or cancel my order?
We will do our best to accommodate any change requests, but cannot guarantee that updates will be made before your order ships.
For pre-orders, changes or cancellations can only be made during the pre-order period.Please reach out to general@mochaaaa.com as soon as possible after you place an order and our team will work with you to resolve any issues.
Please note that our business hours are Monday - Friday 9am to 5pm.
Why isn't my tracking updating?
Unfortunately sometimes there are delays in the UPS and USPS tracking systems, but they should be rectified within a day or so.
If you see no movement or change for 5 business days, please feel free to reach out to our CX team at general@mochaaaa.com.
Returns & Exchanges
What's your return policy?
Unused or unworn items can be returned within 14 days for a refund or items can be exchanged within 14 days, just follow this link. At this time, we do not accept exchanges for limited-edition collections. Items discounted 40% or more are final sale and not eligible for returns or exchanges.
It is at our discretion to accept or deny a return or exchange for items outside of these parameters. If you have any questions, you can reach out to our team at general@mochaaaa.com.
For all international orders, please reach out to general@mochaaaa.com to receive details on processing a return for a refund. International orders cannot be exchanged.
If interested in placing a wholesale order, please contact our team at general@mochaaaa.com. If interested in placing a large order for non-wholesale purposes, please contact our team at general@mochaaaa.com.
What about exchanges?
Exchanges are easy! Unused and unworn items may be exchanged within 14 days of delivery, as long as they are not pre-order items.
To exchange an item, please place a new order for the item you would like instead, then email us to start the return process for the original item.
Please note that we currently do not accept exchanges for limited-edition collections or international orders.
What about limited-edition collections?
Our limited-edition collections are final sale.
My pup broke the item! What can I do?
We understand some pups may get excited with our items and chew them up. Unfortunately, this is not considered a part of regular wear and tear or a defect on our part.
Products
How can I find more information about a product?
Individual product pages have lots of useful information including photos, features, care instructions, and size guides. Still have questions? Email us at general@mochaaaa.com
How do I clean my Wild One products?
Having a pet gets messy, but all of our items are designed to be easy to clean. In general, a quick hand wash with gentle soap should do the trick, but more detailed care instructions are listed on each product page.
Where are your products made?
Our products are made responsibly in China, with partners who prioritize quality, worker safety, fair wages, and environmental responsibility.