FAQ
Shipping
1. How long is the shipping time?
- Crafting Time: We'll need about 5-10 working days to perfect your custom goodies.
- Delivery Journey: Once shipped, your package should arrive in 5-15 working days.
- Total Turnaround: Expect your adorable items in about 2-3 weeks!
- Quick Processing: We start on your order super quick so you and your pet can enjoy it ASAP!
- Just a Heads Up: Sometimes holidays, a bit of rainy weather, or other surprises might add a little extra time. But don’t worry, we’ll keep you in the loop!
2. What is the production process?
- Upload Your Photos: Start by completing your payment and uploading your photos . Don’t forget to leave your email address at this step, so we can send you a preview of what your item will look like for your approval.
- Pre-Production Starts: Once we have your photos and order details, we’ll get the ball rolling with pre-production.
Photo Preview: We'll send you a sneak peek of the custom product photos for you to review and confirm.
Tweak if Needed: Feel free to ask for any tweaks or changes—your satisfaction is our goal! - Final Approval: Once you give the thumbs up, we’ll move forward with the full production of your product.
Shipping Time: Next stop? Your doorstep! - Summary: The whole process from order to door typically takes 3-4 weeks, but this can vary based on the product type and customization complexity. We appreciate your understanding and patience as we work to deliver your personalized creation swiftly and beautifully.
Thank you for trusting us with your special project!
3. I bought different products. Will they be shipped together?
When you order multiple items at once, we'll ship them all together to keep things simple and eco-friendly. If anything unusual pops up, we'll be sure to make a note and get in touch with you. We're here to make sure everything goes smoothly!
4. Will I receive a tracking number for my package?
Yes, Please make sure to leave your email address with us. If you forgot during the checkout process, simply send your email to us with your order information.
We will send the tracking number information to your email.
After we ship your order, you will receive the shipping information of your package. You can track your shipping status through the following website: https://www.17track.net/en/
If you have not received the information within two weeks, please email us at support@mogumark.com to get in touch.
5.Does Mogu Mark offer worldwide shipping?
Yes, we offer international shipping to share our unique memory preservation services with customers around the globe.
No matter where you are, Mogu Mark is dedicated to helping you preserve your most cherished memories in a stunning and meaningful way
.Currently, we have entered the markets of the United States, the United Kingdom, France, Germany, Italy, Spain and Canada.We are actively working to expand our delivery areas so that more pet owners worldwide can experience the joy and love of celebrating their furry friends.
6.Tracking status says delivered, but l haven't received anything.
- Sometimes, parcels might be marked as delivered prematurely by couriers. It's not uncommon for couriers to scan all parcels as delivered at the beginning of their day and then actually deliver them throughout the following day. In 90% of cases where customers report their order as delivered but not received, the parcel turns up within the next three days.
- What to Do:Double-check that the shipping address entered at checkout is correct. Even a small typo can cause a delivery mishap. If you notice an error, please let us know.
- Wait three business days to see if the parcel arrives. This resolves most of these cases.
After three business days, try the following steps:
Ask your neighbors if they've received the parcel by mistake.
Contact your local post office to see if the parcel is there.
Reach out to the courier directly so they can check with the delivery driver. - If your parcel still hasn’t arrived, don’t worry! Just contact us at support@mogumark.com, and we’ll sort it out, possibly with a replacement if needed. We’re here to ensure your memories are preserved and delivered safely!
7. My order has a delivery exception. Please help!
- A delivery driver attempted to deliver the parcel, but was unsuccessful.
- This can be down to a variety of reasons: incorrect shipping address, nobody at home and no safe place to leave the parcel etc.Check that you provided the correct shipping address at checkout and then contact the courier (USPS, FedEx etc.)as soon as possibleto arrange another delivery attempted at a time that suits you.
8. My order was returned to sender, now what?
- Your order was either shipped to an incorrect address or the delivery driver has attempted delivery multiple times but has been unsuccessful, and could not find a safe place on the property to leave the parcel.
- When a parcel is returned to the sender, we can ship it back out to you.
- It's a good idea to double-check your shipping address before we send it back out!
9. Track your order
After we ship your order, you will receive the shipping information of your package. You can track your shipping status through the following website: https://www.17track.net/en/
Return/Refunds
1. Do you offer refunds?
- As your order is specific to you and your pet, we cannot offer refunds.
- Your product is 100% unique to youand all sales are final.
- If you are unhappy with your final product render, and you provided photos that clearly follow our photo guide, we will do what we can to make it right.
- If you provided photos that do not follow our photo guide, we cannot offer a refund or replacement.
- If there is a problem with the product quality, we will serve you to the end and promptly re-produce the product for you. Please rest assured to buy.
2. What if l don't like the final product?
- Your satisfaction is our top priority. If for any reason you're not completely satisfied with your order, please contact us viasupport@mogumark.com, and we'll do everything we can to make it right. Your happiness and the preservation of your memories are paramount to us.Also, we have taken a series of measures to ensure you are satisfied with the final product.
- On the product detail page, we clearly indicate the texture and size of the product.
- Before production, we will confirm the final photo mockup with you. If you are not satisfied, we will continue to make adjustments until you are happy with it before proceeding with production.（Please leave your email address to us during the purchasing process to make sure that we can send you the picture effect for confirmation.）
- Therefore, please feel confident in making your purchase. We are confident that you will be satisfied with the product when you receive it.
3. I received the wrong/damaged item.
If you receive a defective or incorrect item we promise to replace it ASAP. Please report the issue to us via emailsupport@mogumark.comand provide photo evidence.We 100% guarantee a replacement to any customer who receives an incorrect or defective / damaged / mis-printed product.
4. Can l cancel my order if l change my mind?
We are sorry that we currently do not offer order cancellations because we want to ensure that our customers receive their products as quickly as possible. Once an order is placed, we start production right away to get your item to you promptly. We handle our customers' orders with great care and strive to provide the best products possible. Our products will not disappoint you, so please feel confident in making your purchase.
More about customization
1. Do you only print cats and dogs?
We can create products for any type of pet, as long as you have suitable photos. There are many types of pets, and we have no limitations.
2.Can I customize a product with multiple pets?
Absolutely! We know that some pet owners have a big family. As long as you send us good quality photos, we can handle it! Keep in mind that different products have different size limits, and too many elements might impact the final look. If you have specific needs, don’t hesitate to reach out. We’ll always confirm the design with you before we start making your product.
3. Can the product print include people?
If you have a good photo with your pet, we can certainly include you in the product. A product featuring both you and your pet can be very heartwarming!
