Frequently Asked Questions
These are some of the most frequently asked questions regarding our webshop. If you're looking for specific help for your Mini DisplayPort to HDMI adapter, please see our troubleshooting guide.
Q: What are Moshi Reward Dollars and how do I earn them?
A: Moshi Reward Dollars are credits that can be redeemed upon purchases of products on store.moshimonde.com. 1 Moshi Reward Dollar is equal to US $1.00. Every new member will receive 2 Moshi reward Dollars upon signup. (When placing your first order on our site you must create an account in order to receive the 2 Moshi Reward Dollars.)
Q: Does Moshi offer free-shipping?
A: Yes! Our continental US customers by default are eligible for free-shipping via FedEx Ground delivery. For those looking for an expedited option, we offer priority overnight shipping. Our rates for overnight delivery are calculated by FedEx based on distance and weight of your order. Moshi does not inflate the cost of shipping.
Q: What if I am a Canadian resident?
A: We offer shipping at a flat rate of $15. Packages leave the US FedEx. Taxes, duties, and other relevant shipping fees are taken care of by Moshi.
Q: What if I don’t live in the US or Canada?
A: Currently, Moshi does not provide shipping outside of the continental (non-territory) United States or Canada. In addition, Moshi does not provide service to mail forwarding services that export out of the country.
Q: Do you have any restrictions for delivery?
A: Yes, we do not deliver to the US territories, PO boxes, APOs, or FPOs as FedEx does not deliver to these addresses. As an additional restriction, Moshi will not ship to international mail-forwarding services. Orders with these addresses listed are generally canceled and refunded. Customers will receive a note with their credit memos to notify them should this happen.
Q: How long will I have to wait to receive my order?
A: Our shipping team will have your order processed and prepared for shipment within 1 – 2 business days. Free-shipping deliveries take 2-7 business days on average, depending on distance.
Fulfillments for expedited shipments take 1-2 business days. Once it has gone out for delivery, your package may within 1-2 business days afterward. Expedited shipments are usually completed within 1-3 business days.
Canadian customers should expect 1-3 weeks for delivery to complete. However, shipping generally finished in one week. This includes time at international sorting facilities, which may take as long as a week before the package is given to Canada Post to complete delivery, which may cause a significant delay.
Q: If I place my order today, does that count as day 1?
A: It depends when the order was placed. If the order was placed before 9AM PST, then yes. Otherwise, the first business day will begin tomorrow. Please note that Saturdays, Sundays, and US national holidays do not count toward business days.
Q: Where is my order?
A: If you created an account with store.moshimonde.com, then you can check your order status any time by logging into www.store.moshimonde.com via the "My Account" button at the top of the screen. Once in the "My Account" section, click on the 'My Orders' link located on the left side navigation menu.
Q: What happens if I do not receive my order?
A: Our shipping partners do an excellent job delivering our products. At times, a package may go missing. If this happens, please contact us immediately, and we will do our best to investigate and attempt to locate the package, and assist in any manner possible. Moshi, however, is not liable for any loss, theft, or damage of any package that has been given to our shipping partners for delivery. For more information, please see our terms and conditions.
Q: I want to cancel my order. How do I go about that?
A: Orders can generally be canceled by contacting firstname.lastname@example.org before 9AM PST of the next business day. Please provide them with your order number for reference. If it is past 9AM PST, there is no guarantee that the order may be canceled, and the order may have to be sent back as a return in order to process a refund.
Q: Can I exchange a product?
A: Store.moshimonde.com does not offer exchanges.
Q: How do I process a return or refund?
A: Please visit our Warranty and Returns page for more information.
Q: What happens if the package is delivered, but I decide I want to send it back? Is it okay as long as the package is unopened?
A: Packages that are marked “return to sender”, refused, or have postage due on return delivery will have the shipping cost deducted from the total refund. We apologize for any inconvenience this may cause. Please see our warranty and refund policy for more information.
Q: Why is it more expensive now than it was a week ago?
A: All prices, shipping rates, and product specifications are subject to change without notice. Please refer to the website's published product specification and pricing online or contact a customer service representative for the most updated info.
Q: What forms of payment do you accept?
A: Store.moshimonde.com accepts all major credit cards including: Mastercard, Visa, Discover, and American Express. Other forms of payment are not accepted.