Help & Support
Everything about shipping, returns and your warranty, in one place.
Can't find your answer? Email us at hello@moestarpet.com. We reply within 24 hours on business days.
Shipping
Free US shipping on orders over $59. Orders under $59 ship for a flat $5.99.
- Orders leave our warehouse within 2 business days.
- Delivery takes 7–12 business days within the contiguous US.
- You'll get a tracking link by email as soon as your order ships.
Outside the US? We ship to most countries. Shipping is free on orders over $59, or $9.90 below that, and delivery usually takes 8–20 business days. Import duties and taxes, if your country charges them, are paid by the recipient on delivery.
30-day returns
Not right for you or your dog? Send it back within 30 days of delivery, sale items included.
- Email hello@moestarpet.com with your order number.
- We'll reply with return instructions.
- Once the item arrives, we refund your original payment method within 5 business days.
Items should be unused or gently tried, with all parts included. If the item is faulty or we sent the wrong one, return shipping is on us. Otherwise, return shipping is paid by you.
12-month warranty
If your moestar product stops working under normal use within 12 months of delivery, we'll repair or replace it at no cost.
Just email hello@moestarpet.com with your order number and a short video of the issue.
The warranty doesn't cover wear from chewing, cuts to the cord or tape, water damage or misuse. Replacement bungee cords are sold separately.
Frequently asked questions
Which UFO leash is right for my dog?
Both UFO Gen 3 and Gen 2 are made for dogs up to 30 kg (66 lb). Gen 3 has the wider 149 mm ring and a trigger brake, and suits most hands. Gen 2 has a 138 mm ring that fits smaller hands. Compare them side by side.
Can I walk two dogs with one UFO?
Yes. Add two bungee cords (sold separately) and clip one dog to each.
How do I charge the light?
On Pro and Plus, plug the included cable into any USB port, phone charger or computer. A full charge takes about 2 hours and lasts about 8 days of evening walks. Air has no light, so it never needs charging.
Is the UFO waterproof?
It's not waterproof, so please don't submerge it or rinse it under a tap. If it gets wet on a walk, wipe it dry and let it air-dry before charging.
I have a UFO Gen 2. Can I still get parts?
Yes. Gen 2 and Gen 3 use the same bungee cords (sold separately), so spare cords fit both.
Can I change or cancel my order?
Email us within 12 hours of ordering and we'll change or cancel it before it ships.
Where is my order?
Check the tracking link in your shipping email. If it hasn't moved in 5 business days, email us and we'll look into it.
Contact us
Email: hello@moestarpet.com
We reply within 24 hours, Monday to Friday.
Instagram: @moestarpet · Facebook: moestarpetproduct
MOESTAR LIMITED
Flat/RM 616, 6/F, Kam Teem Industrial Building
135 Connaught Road West, Sai Wan, Hong Kong
