Shipping policy
Shipping Policy
1. Processing time
Orders are processed and shipped within 2 business days (Monday to Friday, excluding Hong Kong public holidays). During launches, holidays or sale periods, processing may take longer; we'll tell you by email if your order is delayed. Once your order ships, you'll receive a shipping confirmation with a tracking link.
2. Shipping rates and delivery times
| Destination | Order total | Shipping | Estimated delivery |
|---|---|---|---|
| United States | Over $59 | Free standard | 7–12 business days |
| United States | Under $59 | $5.99 standard | 7–12 business days |
| Other countries | Over $59 | Free standard | 8–20 business days |
| Other countries | Under $59 | $9.90 standard | 8–20 business days |
Faster options, where available, are shown at checkout with their price. Delivery times are estimates from the date of shipment and aren't guaranteed; customs checks, weather and carrier delays can add time.
3. Where we ship
We ship to most countries. If your country isn't available at checkout, email us and we'll check whether we can deliver to you. We can't ship to P.O. boxes or freight forwarders in some regions.
4. Duties, taxes and customs
Orders shipped outside the US may be subject to import duties, taxes and customs fees set by the destination country. These are not included in our prices or shipping charges and are paid by the recipient. If a package is refused or abandoned because these charges weren't paid, return shipping and the original shipping cost may be deducted from any refund.
5. Address accuracy
Please check your shipping address before you order. We aren't responsible for packages delivered to an address entered incorrectly at checkout, but we'll do our best to help redirect them.
6. Changes and cancellations
Email hello@moestarpet.com within 12 hours of placing your order to change the address or items, or to cancel. After 12 hours, or once the order has shipped, we may not be able to make changes, but you can still return it under our Refund Policy.
7. Lost or delayed packages
If your tracking hasn't updated for 5 business days, or your package hasn't arrived within the estimated window, email us with your order number. We'll open an investigation with the carrier and, if the package is confirmed lost, send a replacement or a full refund.
8. Damaged in transit
If your order arrives damaged, email us within 7 days of delivery with photos of the package and item. We'll replace it at no cost.
9. PourPurr VIP reservations
A VIP reservation is not a physical product and does not ship. PourPurr will be fulfilled through our Kickstarter campaign, with shipping details shown on the campaign page.
