FAQ - Help Center

Please note that due to the pandemic, many orders may face slight delays and increased shipment times. This means that the 5 to 15 business day range could be more, anywhere from 7-22 business days or so. Rest assured, we’re working tirelessly to fullfill all orders and we really appreciate your patience during this difficult time.

In case you have questions, concerns, or simply need a friend to talk to, don’t hesitate to email us at support@morealis.co or text us at (202) 920-0152

Frequently Asked Questions

How do you ship packages?

We currently use UPS, USPS, FEDEX or DHGATE and other services to ship packages out to our customers. We have US based manufacturers and brands that we partner with to get our customers the fastest and most reliable shipping times possible. Please note that items that are not available in the US warehouse are shipped overseas. 

Do you ship worldwide?

Yes. However, there are locations we are unable to ship to. If you happen to be located in one of those countries, we will contact you or feel free to contact us at support@morealis.co

How long does shipping take?

Shipping times are subjective and can vary by location. Our estimate times are as follows:

Location * Estimated Shipping Time

United States * 5-22 Business days

Canada, Europe * 12-20 Business days

Australia, New Zealand * 15-30 Business days

Mexico, Central America, South America * 15-30 Business days

Russian Federation: 15-20 days

 

*Please note this does not include our 2-5 day processing time*

*We assess our metric performance through quality. We have a thorough quality check before sending out each order, which is why processing time can vary from 2-5 business days*

 Do you provide tracking information?

Yes. Once your order ships, you will receive an email containing your tracking information. Once you receive that email, you can consistently update yourself through our ‘Track your Package’ tab up above for full clarity and to prevent your package from getting lost. If you haven’t received tracking info within 5 days, please feel free to contact us and will work something out.

My tracking says, “no information available at the moment”. What should I do?

For different shipping companies, it can take 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago, and there is still no information on your tracking number, do not hesitate to contact our support system.

Will my items be sent in one package?

For logistical and supply chain reasons, there is a chance that your items (although in the same purchase) will sometimes be sent in separate packages. This is because our store operates through multiple warehouses and not all products are stored in one warehouse.

How do you guys handle customs?

We are not responsible for any custom fees or delays once the items have been dispatched from our warehouse. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

Do you offer a return on purchases?

Yes, we offer a 20 days ‘no-quibble’ returns policy after your purchase is made.

Am I eligible for a return?

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging from which you received your order. Our policy lasts 20 days. If 20 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please refer to our ‘Return Policy’ for additional information.

Where and How do I ship my return?

Please confirm you are eligible for a return. If applicable, please send us an email at support@morealis.co by specifying your name and order number in the subject, so we can refer you to the proper instructions as soon as possible.

Who is responsible for shipping charges of returns?

The customer is responsible for all shipping and handling charges for product returns. No credit will be issued on items damaged due to shipping problems and other situations that is beyond our control. The shipping company is liable for shipping negligence and you have the right to request damages from the shipping company. If, however, the problem with the item is our responsibility (i.e. mistake on requested model), we will provide a 100% full refund.

 

If you have any other questions, please contact us and we will do our best to help you out. Thank you!