Order Support

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.

If you did not receive a confirmation email, it is likely you have mistyped your email address during checkout. Please contact us for additional help.

If you have an account with us, you can check all your previous purchases in your account.

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

For U.S. orders, there are times when the USPS tracking page say it's delivered but won't be delivered until the next few day. If your tracking information says delivered but the package can't be located, please wait 48 hours before contacting us.

For non U.S. orders with USPS First Class International Shipping, please contact your local post office or check your tracking number in your local postal service's tracking website to see if the package is left at your local post office for pick up. In some cases, the parcel may be delivered to a neighbor or nearby address and just needs a little extra time to find its way into the right hands.

For UPS or DHL services, please contact the respective shipping courier for additional information.

If your tracking status shows that it has been delivered to "Covina, CA" or "Los Angeles, CA" then the package has been returned back to our returns department and you will need to contact us for further assistance.

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

What if I need to change or cancel my order?

If you have not received the tracking email, 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. Otherwise, the order will likely be returned to us. If the order is returned to us, we will issue a refund.

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 to purchase a Sim Pad through third party websites due to the lack of hardware support and quality control. When Sim Pads are returned or 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.

Get in touch

Have questions about your order, or a general enquiry?