Welcome to Moka Queenz! Below are answers to our most frequently asked questions about ordering, sizing, shipping, returns, product care, and more.

If you need additional assistance, email us at customerservice@mokaqueenz.com.

Ordering

How long does it take to prepare my order?

Most Moka Queenz products are made or prepared after an order is placed. Orders are typically processed and shipped within 3–5 business days.

Business days do not include weekends or federal holidays. Processing may take slightly longer during holidays, sales, product launches, or other periods of high order volume.

Can I change or cancel my order?

Because production may begin shortly after your order is placed, changes and cancellations are not guaranteed.

Please email customerservice@mokaqueenz.com as soon as possible. If production has not started, we will do our best to accommodate your request. Orders that have entered production or shipped cannot be canceled.

Can I place a custom or personalized order?

Yes! Personalized products are available for select items.

Please review all names, dates, colors, sizes, spelling, and other personalization details carefully before submitting your order. Moka Queenz is not responsible for errors entered by the customer.

Personalized and custom-made products are final sale unless they arrive damaged, defective, or incorrect due to an error by Moka Queenz.

Apparel and Sizing

What size should I order?

Many of our shirts and sweatshirts have a unisex fit, but sizing may vary by product and garment style.

Please review the product description and size guide before ordering. For a more fitted look, some customers prefer to size down in unisex apparel. For a relaxed or oversized look, order your regular size or size up.

If you need help choosing a size, email us before placing your order.

Are all Moka Queenz shirts unisex?

Many of our graphic T-shirts, sweatshirts, and hoodies are unisex. However, fitted shirts, off-the-shoulder sweatshirts, and specialty garments may fit differently.

The fit for each item should be listed in its product description.

What materials are used for your apparel?

Fabric content varies by garment, color, and product style. Our apparel may include cotton, polyester, or cotton-polyester blends.

Please review the individual product description for the most accurate fabric and garment information.

How are your designs applied?

Our products may be created using professional heat-transfer vinyl, screen-print transfers, sublimation, direct-to-film printing, or other methods appropriate for the product.

Because many items are prepared by hand, slight variations may occur. These small differences are part of what makes each item uniquely yours.

Product Care

How should I wash my apparel?

To help protect the design and extend the life of your garment:

• Turn the garment inside out before washing.

• Machine wash in cold water with similar colors.

• Use a mild detergent.

• Do not use bleach.

• Avoid fabric softener when possible.

• Tumble dry on low or hang to dry.

• Do not iron directly over the design.

• Do not dry-clean unless the product instructions state otherwise.

Always follow any care instructions included with your specific item.

Will the design fade?

Normal wear and repeated washing may gradually affect any decorated garment. Following our care instructions will help preserve the color and quality of the design.

Shipping

Where does Moka Queenz ship?

We currently ship within the United States only. International shipping is not available at this time.

How long will delivery take?

Orders are generally delivered within 3–7 business days after shipment, depending on the destination and shipping carrier.

This estimated delivery time does not include the 3–5 business days needed to process and prepare your order. Carrier delays caused by weather, holidays, service interruptions, or other circumstances may affect delivery.

How much does shipping cost?

Shipping costs are calculated at checkout based on the order and delivery destination.

We offer free standard U.S. shipping on qualifying orders of $75 or more, after discounts and before taxes.

Will I receive tracking information?

Yes. A shipping-confirmation email containing your tracking number will be sent once your order ships.

Please allow up to 48 hours for the carrier to update the tracking status.

What should I do if I entered the wrong address?

Email customerservice@mokaqueenz.com immediately.

If your order has not entered production or shipped, we will do our best to update the address. We cannot guarantee address changes after an order has been processed.

Customers are responsible for providing a complete and accurate shipping address. Orders returned because of an incorrect or incomplete address may require an additional shipping fee before they can be resent.

What should I do if my package is delayed or missing?

If tracking has not updated for several business days, contact the shipping carrier and then email us at customerservice@mokaqueenz.com. We will do our best to help you locate the package or begin the appropriate carrier-claim process.

What if tracking says delivered, but I cannot find my package?

Please check with household members, neighbors, your building’s mailroom, and your local carrier office.

Moka Queenz cannot automatically refund or replace packages confirmed as delivered, but we will assist you in reviewing the situation.

Returns and Store Credit

What is your return policy?

Eligible unworn, unwashed, and unused items may be returned for store credit within 14 days of delivery.

Returned merchandise must be free of stains, odors, makeup, pet hair, damage, and signs of wear. Any original tags or packaging must be included when applicable.

You must contact us before mailing a return. Unauthorized returns may not be accepted.

How do I request a return?

Email customerservice@mokaqueenz.com within 14 days of delivery. Include:

• Your name

• Order number

• Item you would like to return

• Reason for the return

If your return is approved, we will send you return instructions.

Will I receive a refund?

Approved returns receive store credit for the purchase price of the returned merchandise.

Original shipping charges and return-shipping costs are not refundable. Store credit is issued after the item has been received and inspected.

Do you offer exchanges?

Direct exchanges are not guaranteed because many products are prepared after an order is placed.

If an eligible item does not work for you, contact us within 14 days of delivery. Once the return is approved and inspected, store credit may be issued so you can place a new order.

Who pays for return shipping?

Customers are responsible for return-shipping costs unless the item arrived damaged, defective, or incorrect due to an error by Moka Queenz.

We strongly recommend using a trackable shipping service. Moka Queenz is not responsible for returns lost or damaged before reaching us.

Which items cannot be returned?

The following items are final sale:

• Personalized or custom-made products

• Gift boxes

• Drinkware

• Gift cards

• Clearance or final-sale merchandise

• Worn, washed, used, or damaged items

• Items returned outside the 14-day return period

These items may only qualify for assistance if they arrive damaged, defective, or incorrect due to an error by Moka Queenz.

Damaged or Incorrect Orders

What should I do if my order arrives damaged or incorrect?

Please inspect your order as soon as it arrives.

Contact customerservice@mokaqueenz.com within three days of delivery. Include your order number and clear photographs of the item, packaging, and shipping label.

If the item arrived damaged, defective, or incorrect due to an error by Moka Queenz, we will work with you to provide an appropriate replacement or resolution at no additional cost.

Additional Help

How can I contact Moka Queenz?

Email us at customerservice@mokaqueenz.com.

Please include your order number when contacting us about an existing order. We appreciate your patience and will respond as soon as possible during regular business days.

Thank you for choosing Moka Queenz. We appreciate every opportunity to create something bold, meaningful, and memorable for you.