Information about order status, address corrections, and order delays.

Orders FAQs

What's my order status?

Once your order has shipped, you will receive an email with a tracking number to track your package from our warehouse directly to your door.

You can check the status of your current or previous orders at any time in your order status page.

My tracking information shows delivered but I don't have the package. What should I do?

Please contact your local carrier to see if a parcel has been left for you. In certain cases, a parcel will be left with a local carrier's office if the recipient is not available for delivery. In most cases, however, the parcel may be misdelivered to a neighbor or nearby address and just needs a little extra time to find its way into the right hands.

For U.S. orders, there are occasions where the USPS tracking page say it's delivered but won't be delivered till the next day. If your tracking information says delivered but the package can't be located, please wait 24 hours before contacting us.

If you have not been able to locate the parcel, please contact us through the link below so we can investigate further.

What if I need to change or cancel my order?

If you have not received the tracking information, you can submit a request to us with any changes.

However, if your order has shipped out and you realized that the address is wrong, we recommend contacting the postal carrier to try to have the address changed or set up mail forwarding. Otherwise, the order will likely be returned to us. If the order is returned to us, we will issue a full refund. In the meantime, we recommend placing a new order while waiting on an order to be returned to sender in case stock is low since we may not be able to immediately re-send an order back out.

I placed an order on another website, do you provide tracking?

Momokai can only provide tracking information and support for orders placed through Momokai. We do not have information on orders placed through another store.

I found the Sim Pad on AliExpress, are they reputable?

No, we do not recommend anyone purchasing a Sim Pad through third party websites due to the lack of hardware support and quality control. When Sim Pads are returned and exchanged, we sell them to a third party recycling shop that refurbishes the keypad for sale on AliExpress. Momokai does not ensure the quality and craftsmanship of Sim Pads purchased through third party sites.

My promo code isn't working

If your promo code won’t apply or you get an error message, check whether the following applies to you:

You’ve already used the code. Our promo codes can only be used once, so if you’ve ever used the code in the past then it won’t work again.

The items aren’t eligible. Check the terms and conditions of the code, and make sure the items in your bag aren’t excluded items. 

The code has been entered incorrectly. Whoops! The codes are case sensitive so enter it exactly as it is written and try again.

The code has expired. Check the expiry date of the code, as some of them run for a limited time or expire after a set period.

Accessibility Statement

You can view our accessibility statement here.

Get in touch

Have questions about your order, or a general enquiry?