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Ex: Shipping and return policies, size guides, and other common questions.
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.
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.
We love the seat now my wife can ride on bike now , I was so glad that you guys had a white seat it's very comfortable I'm hoping that you have a backrest that is black and white also ( white in the front and back with the black on the edge I would think that would also be a good seller with the white seat or maybe I can send my backrest and you could redo it for me. Just a thought.
Store owner replied:
This is a good idea! We are very happy to explore products with our customers, and we will contact you by email!
Paint matches amazing nice quality works great the wife loves the back rest and extra space for stuff on trips only thing that I dont like is the latch rubs when opening and closing making a mark on the latch not a big deal to me bought it to use and travel
Everything looks perfectly matched. Delivery was 9.5 weeks due to customs which is out of thier control but offered a discount because of the wait time which was great. There was a small scratch on the tour pack which isn't too bad because its under the lid and is very hard to see, but sucks just the same. Looks like it must have happened during packaging because it was amazingly packed.
Everything was perfect, color, fit, everything. Packaged great, arrived exactly the day they said it would when I ordered it. The only thing I didn’t get was a catalog. Lol. Would order again with no hesitation.
Perfect matched snake venom paint on the tour pack. It all feels like good quality materials. I would highly recommend mocardine products. Very happy with the outcome for the price.
I recently received my tour pack, and I could not be happier with it. The quality is absolutely top-notch. I am so glad I chose to order from you rather than somewhere else. Everything about the pack is perfect.
I will highly recommend your products to anyone in need of quality parts. \m/ \m/
Thank you for your wonderful products and outstanding customer service. I am thrilled with my purchase and grateful for the warm, professional support your team provided. It has been a fantastic experience, and I will happily recommend Mocardine to others.
Just what I needed for my trip, perfect color match nice quality product nice leather backrest.
Latches are nice and easy to use look great in black to match the bike.
Definitely recommend.
Thanks.
Nestor.
The entire ordering process was 💯 awesome ! From the communication, to the information. Mocardine was such a wonderful find for me.
I ordered the King Tour Pack in Midnight Crimson, chrome hardware, chrome quick disconnect, and chrome luggage rack on top.
So happy, so I went back on and ordered a set of painted saddlebag covers with speaker cutouts in Midnight Crimson!!
Great product and finish, not to mention the colour. It was very well packaged, which is something you don't see too often these days. Didn't take as long as I thought to get here. Easy to assemble, even without any instructions, which it didn't have. My grandson loves it as he rides pillion. The cost was way cheaper than anything else I looked at. It holds my helmet and jacket with room to spare, can highly recommend this trunk. Thank you, Mocardine. Worth every star I gave.
