1. What is the average arrival time for products that need to be transferred from other warehouses?
A: Our warehouse packing time is 5 days on average. The average logistics time is 14 days. From the time you place your order to the time you receive your package, the average total time frame is 19 days.
2. What is the average arrival time for products from the US warehouse (In stock)?
A: We will ship from our US warehouse, and you will receive your package within a week.
3. Does your product match with Advanblack?
A: There may be some differences in parts produced and sold by different vendors. We need to base this on the size and photos you provide.
4. Do you sell motorcycle parts for Suzuki/Other brands?
A: Unfortunately, we focus on producing parts for Harley-Davidson motorcycles and do not produce parts for other motorcycle brands at this time.
5. Can you give me a phone number to call?
A: Our working hours are 4:00 PM - 8:00 AM daily. Phone: (+86) 18025242514; Email: service@mocardine.com.
6. What payment methods does Mocardine accept?
A: Mocardine accepts International Bank/Money Transfer, PayPal, and Credit Card.
7. Who's responsible for the service fees/bank charges during the international bank/money transfer?
A: The buyer making the international transfer will need to pay all the service charges that occur from the buyer's financial institution side in advance.
8. What do customers need to do once the bank transfer is done?
A: Customers are requested to provide the payment transaction receipt/invoice to service@mocardine.com.
9. How long does it take for Mocardine to receive the international bank transfer payment?
A: It usually takes 7-10 working days for us to receive the payment. However, it depends on the customer's local financial institution's transaction period.
10. How does Mocardine notify customers once receiving the bank transfer?
A: Our Customer Support Team will send a confirmation email of payment received. The order status will change from awaiting payment to awaiting fulfillment, and customers will receive a notification email about the status change.
11. Will there be any import tax on the product?
A: There might be import tax; all the fees that occur in the buyer's destination country will need to be paid by the buyer.
12. Can the order be modified?
A: The order cannot be modified once it's placed successfully. However, customers can contact Customer Support at service@mocardine.com to cancel the order if it's under the status of awaiting fulfillment and then place the appropriate order again.
13. What does "awaiting fulfillment" mean?
A: The order is placed successfully and is awaiting dispatch.
14. Can the order payment method be changed?
A: The order payment method cannot be changed if the order is paid successfully. Customers can contact Customer Support to cancel the order if its status is under awaiting fulfillment and then place the order with the appropriate payment method again.
15. Can the shipping address be changed?
A: The shipping address cannot be modified once the order is placed successfully. However, customers can contact Customer Support to cancel the order if it's under the status of awaiting fulfillment, and then place the order with the appropriate address again.
16. Can customers provide a P.O. BOX as the shipping address?
A: No. Mocardine does not accept P.O. BOX addresses; please provide a residential address.
17. When can customers’ Pre-Order items be shipped?
A: Customers can refer to the Pre-Order item product page for the release date.
18. When will Mocardine dispatch a customer's order if it includes both the Pre-Order item and the released item?
A: If Pre-Order products are included in the order, the package will be shipped when all products are released. Please place the released products separately from the Pre-Order products if immediate shipping is needed.
19. What Free Shipping method does Mocardine provide and how long will it take to arrive?
A: Mocardine provides express shipment such as USPS/FedEx/GLS as the free shipping methods. It usually takes 5-7 working days to arrive in the destination country from the date that the order is dispatched.
20. What is Mocardine's Return Policy?
A: Please refer to Warranty & Returns for more information.
21. When will Mocardine proceed with the refund if customers have returned the product?
A: Once the authorized returned product gets back to Mocardine's warehouse and passes the inspection, customer support will proceed with the refund within 1-3 working days to the customer's account.
22. How can customers get in touch with Mocardine to suggest a new product?
A: Customers can directly send the new product suggestion by e-mail to service@mocardine.com. The related department will get back to you at their soonest.
