At Hoshi Moshi, we are dedicated to ensuring your shopping experience is smooth and enjoyable.

PROCESSING TIMES

Orders are processed within 3-7 business days. Please note that orders are processed from our warehouses in Asia, then dispatched to the shipping courier and will arrive at a local post office. For larger orders or specific items, it may take a bit longer. To prevent any packages from being returned, please ensure the shipping address is complete and accurate at checkout.

EDITS OR CANCELLATIONS

If you need to make any edits to your order, contact us immediately at support@hoshimoshi.com. We will do our best to accommodate your request within the limitations of our order processing system. It can be possible to edit or cancel your order within 24-48 hours of placing it; however, once the order has been fulfilled and shipped, we are unable to process any edits or cancellations. 

SHIPPING RATES 

There is a $5.95 USD shipping fee for any orders under $150 USD. We provide free worldwide shipping for orders at or above this amount.

DELIVERY TIMES

Orders are delivered within 2-3 weeks. Please note that delays can occur due to customs and delivery times can vary depending on the country the package will be sent to.

You will receive an email once your order has shipped, along with the tracking information. Please be aware that the tracking information may sort to spam. You can track your order directly on our website, which can be found here: Track Your Order. If you encounter difficulties with the tracking information or do not receive it within a week of placing your order, contact us at support@hoshimoshi.com. 

INTERNATIONAL ORDERS

We ship internationally! Shipping times may vary due to customs processing. International shipments may be subject to customs duties and taxes. These charges are the responsibility of the recipient and vary by country. Please check with your local customs office for more information. 

TRACKING DIFFICULTIES

After we ship your package, it is handed over to the carrier for processing. Please note that there may be a delay between the carrier receiving your package and it being scanned into their system. Kindly remain patient if the tracking information is not updated immediately. 

During peak periods such as holidays or sales events, carriers experience a higher volume of packages, which can lead to delays in processing and updating tracking information.

Rest assured, we are closely monitoring your shipment. If you have any concerns or if you do not see updated tracking information within a week of placing your order, please do not hesitate to contact our customer service team at support@hoshimoshi.com. 

MARKED AS DELIVERED 

Hoshi Moshi is not responsible for packages marked as delivered by the carrier. We do not issue store credit, cash refunds, or replacements for confirmed deliveries. If your package is marked as delivered but cannot be found, please check with your neighbors, local carrier branches (e.g., FedEx, UPS, DHL), or your local post office.

LOST, STOLEN OR DAMAGED PACKAGES

We are not liable for packages lost, stolen or damaged during transit. The shipping courier is responsible for the handling of your package.

If the tracking information shows your package as delivered but you have not received it, please email us at support@hoshimoshi.com within one week of the delivery date. We will assist you with how to file a missing package claim, and in certain circumstances, we can contact the carrier.

If your package arrives damaged, please email us at support@hoshimoshi.com within one week of the delivery date. Include your order number, a description of the damage, and photos showing the damaged package and item(s). We will assess the severity of the damage and work with the courier to promptly solve the issue.

We are committed to ensuring you receive your order in perfect condition, and we are dedicated to assisting you throughout this process.

FAILED DELIVERY

In the event of a failed delivery, where the package is unable to reach its intended recipient due to reasons such as an incorrect address, recipient unavailability, restricted access, unpaid fees, or multiple failed delivery attempts:

• If the package cannot be delivered due to an incorrect or incomplete address or phone number, it will be returned to our warehouse at your expense.
• If the recipient is unavailable during all delivery attempts, the package will be held at a local post office or courier center for pickup as specified in the tracking information. If the package is not collected within the specified timeframe, it will be returned to our warehouse at your expense.

Please contact us promptly if your package cannot be successfully delivered.

RETURNED TO SENDER

If the address provided at checkout is incorrect or incomplete, the package will be returned to us. You will be responsible for the cost of reshipping the package to the correct address. 

If the recipient is unavailable to accept the package after multiple delivery attempts, it will be held at a local courier center for pickup. Failure to collect the package within the specified time will result in its return to us, and you will be responsible for reshipping costs.

Refusal of delivery will also result in the package being returned to us. You will be responsible for the return shipping fees, as well as any applicable duties or taxes, which will be deducted from your refund if you choose not to reship the package.

If a package is returned to us for any of these reasons and you wish to reship it, you must cover the reshipping fee. Please contact us to confirm the correct address and arrange payment before we dispatch the package again.

To prevent delays or extra charges, please ensure your shipping address is accurate at checkout. You must contact us within one week of the package being returned to us, or we cannot guarantee that we can reship the package and you may need to place a new order.

MISSING ITEMS FROM ORDER

We are sorry to hear that you are missing an item(s) from your order. If you ordered multiple items, they might have been shipped separately due to stock availability. Don't worry as they will arrive shortly. Please check your email for any additional tracking numbers; it can also sort to your spam folder. 

If you still cannot locate your missing item, please reach out to us with your order number, the item you are referring to, and a photo of the package you received along with the item(s) that were inside. We will do our best to investigate the issue with our processing department or the courier and resolve it as quickly as possible. 

DEFECTIVE OR INCORRECT ITEMS

We apologize for any inconvenience caused by receiving an incorrect or faulty item. Please contact us promptly so we can resolve this for you. Kindly wait for our response before returning the item.

CONTACT US

For any questions about our Shipping Policy or assistance with tracking your order, please contact our customer service team at support@hoshimoshi.com or fill out a form on our Contact Us page.