Support
Have an issue that you need fixed? Check the shop policies and FAQ first to see if your question has already been answered!
Please also check your email's junk section for replies that may land there if you've sent a message using the store's chat function, or used the contact form below!
Once your order has been processed and ready to be shipped, a shipping notification will be sent to the email used during your order.
Processing times vary depending on the availability of the item(s) purchased in a single receipt.
Please take note that if your order contains pre-order product(s), there will be a long waiting time (usually 3-6 months depending on the product/manufacturing partner).
Before reaching out, please do the following first:
1. Confirm the delivery address you've provided is correct by checking your order confirmation or shipping notification email.
2. Check your order's tracking which is linked in your shipping notification email. Alternatively, you can copy the provided tracking number and view the tracking details via 17track. If your order has not been delivered 2 - 3 weeks after its dispatch date and there are no further tracking updates, please contact the destination country's designated postal service to ask about its delivery status.
3. If tracking states your mail has already been marked as 'Delivered' but you did not receive it, please check if it was received and signed by someone else living with you. If it was not, please contact your postal service immediately to inquire about your mail.
4. If your mail is to be delivered to a mailroom or P.O box, please ask the relevant person in-charge about the possibility of your mail being misplaced or stolen. A mail theft report will have to be filed if it was stolen.
The destination country's postal service may have been unable to deliver for various reasons (eg. unclaimed package, being unable to reach your door due to obstructions or severe weather conditions) and may attempt a re-delivery OR request you to collect your mail in-person. If left unclaimed, your postal service will forward your mail back to the sender's address after a period of time. Tracking details will usually show if an attempted delivery has been made or need you to collect your mail in-person.
Import taxes may be charged prior to or upon delivery. Failure to pay for these fees in a timely manner will result in your mail being forwarded back to me, which can take as long as 1 - 3 months to be returned.
Any returned mail for the above reasons can be reshipped to the customer again after the shipping fee is paid for.
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An incorrect address may have been provided during checkout, or it may have been accidentally delivered to the wrong address by your mailman due to human error. The destination country's postal service may be able to retrieve your mail if it has been marked as 'Delivered' recently, as they can retrieve the GPS coordinates of where the mail was marked as delivered.
If you suspect your mail to be stolen, please contact your country's postal service with your tracking number and identification on hand. If possible, ask them for the GPS coordinates of where the package was marked as delivered. Google Map the address provided and see if it's a house, apartment building or business. A mail theft report will have to be filed, please check with your local postal service on how to proceed with one.
Sometimes, mail will be marked as "delivered" before it is actually delivered by your mailman. This may happen during peak seasons such as the end of year holidays where postal services have increased mail volume, so please be patient and give them 1-2 more days to see if it gets delivered!
Mail lost in transit during handling by the destination country's postal service cannot be replaced or refunded out of pocket. I do not have control over mail once it is in the possession by the destination post, nor do I have more information than what has already been provided regarding its delivery progress. Online tracking is provided for all international orders after it has been shipped out, so please view and follow its progress as much as possible.
International orders are shipped from Singapore via Registered Service (Airmail) which has limited online tracking as packages may not be scanned at every stage of the delivery in some countries.
Non-exhaustive list of postal services noted to have irregular or no scanning of packages during its delivery process:
If you have not received your order 2 - 3 weeks from its arrival in the destination country, please contact the designated postal service in your country ASAP to inquire about its delivery status.
This shop does not collect and remit tax on purchases made from this website. International customers are solely responsible for any tax incurred from their purchase, such as customs duties, tariffs, Value Added Tax (VAT), Goods and Services Tax (GST), or brokerage fees (if a courier service is requested by the customer). Please check your country's import laws for the prevailing duties and tax rate before placing an order.
Payment of incurred taxes usually has to be made prior to or upon delivery. Failure to make payment in a timely manner will result in your package being returned to the original sender. In such cases, I can resend your order as long as the cost to redeliver it is paid for, or cancel your order and issue a partial refund (shipping fee and 5% payment processing fee are non-refundable).
Effective from 16 July 2021, all orders sent to the EU and UK are subject to the payment of VAT prior to delivery of your items.
The time taken for customs clearance varies from a couple of days to as long as a month, depending on where you are. If it's taking a long time, it's recommended you directly call your country's designated postal service with your tracking number on hand to ask about its status. There may be a chance it's held because of unpaid tax, etc.
As long as the order has not been shipped out yet, I can edit the shipping information for you on your order. Please contact me with your updated address as soon as possible! I'll usually reach out beforehand if the address looks incomplete.
If the order has already been shipped out, you may try contacting your country's designated postal service with your tracking number on hand to see if the package can be redirected to the right address. If this fails, you will need to wait for the package to be redirected back to my address before I can ship it to you again. Additional costs will occur as you will need to pay the shipping fee for redelivery.
If you've already checked your junk mail for it, it may be a case where incorrect contact information (email address or phone number) was inputted during checkout. I can resend you the email confirmation of your order after the following is done:
Please send an email to shop@mogiberi.com with the following information.
1. Full name
2. Shipping address
3. Contents of order
Write a complete answer to the most frequent questions that your customers might have, such as important product information, shipping policies, payment issues or returns.
For apparel and plushies, most designs will only have one round of pre-order and production due to high costs if a minimum order quantity cannot be reached (usually 50-100 pieces per design). If there is a substantial amount of interest shown, I may do a restock or open a pre-order again. To register your interest in sold out designs, please go to the product listing and click 'Request a restock'.