Where do we ship from? 
  • U.S. – mainland U.S. orders (excluding non-contiguous islands)
  • Germany – EU orders (excluding non-contiguous islands)
  • UK – UK orders
  • China – international orders not covered above

Each order is shipped from the warehouse closest to your region whenever possible.

 When will my order ship? 

Domestic shipping: Orders are typically processed within 3 business days after payment.

International shipping: Orders are typically processed within 7 business days.

You will receive a tracking number once your order is dispatched.

 Can I modify my order? 

Once your order enters the shipping phase, modifications aren’t possible.

For address changes or adjustments, contact us immediately and include "change address" in your support ticket for faster processing.

 Can I choose a specific carrier? 

We automatically assign carriers to ensure reliable delivery:

  • U.S. orders: USPS (small items) / UPS (larger items such as bases and wheels)
  • Germany orders: DPD or DHL Paket

If you prefer a specific carrier, leave a note in your order comments—we’ll accommodate if possible.

 Why is my order “partially shipped”? 

Items may ship from different warehouses. For example, bases and wheels in most bundles (except R5, R3, and Trucking Bundles) are dispatched separately.

Check your order details for item-specific shipping status.

 My tracking hasn’t updated—what should I do? 

Tracking numbers may take up to 2 days to activate. Confirm your email is correct (check spam/junk folder). If there’s no update after 3–5 days, contact us for assistance.

  • International shipments: Updates may take 8–10 days due to customs or shipping processes.
  • Domestic shipments: Contact us if no update is received within 5 business days.
 How do I confirm my order has shipped? 

Once shipped, you’ll receive an email with your tracking number to monitor delivery status.

 I received the wrong product or an item is missing 

Take a photo of the product/items, shipping label, and SKU label, then contact our support team. We’ll guide you through returns, exchanges, or replacements.

 My package was returned to the sender 

Contact us with your complete address. We will reship your order promptly.

 Can I refuse delivery? 
  • Domestic orders: You may refuse delivery.
  • International orders: Do not refuse delivery. Contact us first; we’ll guide you on next steps.
 Why are some products taking longer to ship? 

Certain products may require additional processing time due to stock transfers or production schedules. We’ll notify you via email with updated shipping estimates.

 Are all my products shipped together? 

Not always. Items may ship separately from different warehouses. Track each package using the provided tracking numbers for full visibility.

 Does MOZA handle customs clearance for international orders? 

Yes! For many international shipments, we use DDP (Delivered Duty Paid) service to make your delivery as smooth as possible.

  • Eligible countries: United States, EU countries, and other regions that support DDP shipping.
  • How it works: We ship from China → handle customs clearance on your behalf → deliver to a local warehouse → final delivery to you.
  • Delivery time: Typically 10–15 days from shipment label creation date.
  • Cost: Shipping fees at checkout include customs duties—no hidden costs.

Need help? Contact MOZA Support