Mocha

Fulfillment Model

Our store utilizes a dual-source fulfillment model. Products may be shipped from one of two distinct fulfillment partners or warehouses. The specific fulfillment location is determined by factors including the product ordered, inventory availability, and the delivery destination.

Order Processing: Orders typically require 3 to 5 business days for processing and preparation before shipment. This processing time is separate from the shipping time.

Split Shipments: Due to our dual fulfillment structure, if your order contains items sourced from both partners, it may be divided into two or more separate shipments, each with its own tracking number and delivery timeline. There will be no additional shipping cost to the customer for split shipments necessitated by our fulfillment model.

Shipping Rates and Time Frames

Shipping costs and estimated delivery times are dynamically calculated at checkout.

Variable Rates: Shipping rates are subject to the current, real-time pricing provided by our fulfillment partners and their designated carriers (e.g., USPS, UPS, FedEx, DHL, etc.). Rates are calculated based on the weight, dimensions, destination, and selected shipping method for the item(s) in your order.

Estimated Time Frames: The delivery time frames provided at checkout are estimates only, based on carrier projections.

Delays and Unforeseen Circumstances

We strive to meet all estimated delivery times; however, all shipping operations are subject to factors beyond our direct control.

Potential Delays: Shipment time frames are not guaranteed. Delays may occur due to, but are not limited to, high volume periods (e.g., holidays), inclement weather, customs processing (for international orders), or carrier-specific operational backlogs and service interruptions.

Liability: Once a package has been transferred to the shipping carrier, the risk of loss and title for the items passes to the customer. We are not responsible for delivery delays caused by the carrier or unforeseen external events. We will, however, assist in tracking a package and resolving issues with the carrier to the best of our ability.

Taxes, Duties, and Fees

Shipping Fees: The shipping cost paid at checkout covers the cost of transportation only.

Customs and Import Taxes (International Orders): Customers are solely responsible for all customs duties, import taxes, value-added taxes (VAT), brokerage fees, and any other governmental charges or fees imposed by the destination country. These charges are typically collected by the carrier upon delivery and are not included in the item price or shipping cost displayed at checkout. We cannot predict or estimate the total amount of these charges.

Sales Tax (Domestic Orders): Applicable sales tax will be collected as required by law and shown as a separate line item at checkout.

Tracking Your Order

A shipping confirmation email, which includes the tracking number(s) and the name of the carrier, will be sent once your order or partial order has been dispatched from the fulfillment partner. Please allow 24-48 hours for the tracking information to update within the carrier’s system.

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Coffee and teas are final sale items .

For all other items, we have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at PowerCG2025@outlook.com .If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at PowerCG2025@outlook.com .

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at PowerCG2025@outlook.com .

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