How to track your Momokai Order

Everything you need to know about tracking your order

1. Order placed and order confirmation email sent

Once you placed your order, an email confirmation is sent and your order is on track to be processed for shipping. Please check your spam folder if you do not receive the email.

During this stage, you can contact us about making changes to your order or cancelling.

2. Order processed for shipping

We process orders for shipping on Monday-Friday PST from Los Angeles, California. We require 1-2 business days to process your order unless an item is on backorder or low inventory. Once your order has been processed for shipping, an email with tracking information will be sent. Please check your spam folder if the email cannot be located.

If your order is experiencing delays in processing, it could be due to any of the following reasons:

-The item on order is on backorder or is experiencing low inventory issues

-Incorrect address, including misspelling and wrong zip codes

-Lack of a first name, last name, and phone number. Using special characters as a first/last name will delay your order processing. Invalid phone numbers can also cause delays in processing.

Please check the email confirmation to verify the correct address has been provided. If you need an address correction, please contact us here.

3. Order is shipped and delivered

Shipping times within the U.S. is 3-7 business days. International Standard shipping times are 21 business days. Premium express shipping orders are shipped under 7 business days.

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 live in an apartment complex, the package could be left with the reception/front desk or a mail collection facility for the building of residence. We recommend contacting your building administrator regarding the missing package.

If you have not been able to locate the parcel, please submit a request so we can investigate further.