Shipping & Processing Policy

Every MochiLab piece is handmade with care in British Columbia, Canada. Because each order is individually crafted, processing time varies depending on the type of order you place.

Processing Time

Ready to Ship

Ready to Ship phone cases have already been completed and will be shipped within 1–2 business days.

Made to Order

Most Made to Order phone cases require approximately 2–4 weeks before shipment.

Production time depends on your phone model, design, and material availability. Some designs or less common phone models may require additional production time.

If you'd like to know the estimated production time before placing your order, feel free to contact us with:

• Your phone model
• The design you're interested in

We'll be happy to provide an estimated production timeline before you order.

Shipping Destinations & Rates

We currently ship to Canada and the United States only.

Canada

Flat Rate Shipping: CAD $9

Estimated delivery: 3–10 business days

United States

Flat Rate Shipping: USD $12 

Estimated delivery: 5–10 business days

For U.S. orders, any applicable import duties and customs fees are included in the shipping charge shown and paid at checkout. You will not be asked to pay any additional import duties or customs fees when your order is delivered.

Delivery times are estimates only and may occasionally vary due to weather, carrier delays, customs processing, holidays, or other circumstances beyond our control.

Tracking

Every order includes tracking.

After your order has been completed and shipped, you’ll receive a separate email containing your tracking number. For Made to Order items, this email will be sent only after your case has been completed and is ready to ship.

Once the package has been handed over to the carrier, please allow 24–48 hours for the first tracking update to appear.

Shipping Protection

Every MochiLab shipment is protected by shipping insurance against eligible loss or damage during transit.

If your order arrives damaged

Please contact us as soon as you notice the damage, and no later than 5 days after delivery. Do not discard or return anything before contacting us.

Please provide:

• Your order number

• A clear photo showing the entire outer package

• Close-up photos of any dents, tears, punctures, or other damage to the package, preferably from multiple angles

• A clear photo of the shipping label with the tracking number fully visible

• A clear photo showing the entire item after it has been removed from the packaging

• Close-up photos of the damaged area from multiple angles, clearly showing any cracks, detached pieces, or other damage

Please keep the following until the claim has been fully reviewed and resolved:

• The damaged item

• The original outer packaging

• All internal packing and protective materials

• The shipping label

Please do not send the item back or dispose of any materials unless we provide instructions.

If your package appears to be lost

Please contact us as soon as possible if your tracking stops updating. You do not need to wait before notifying us.

For shipments within Canada or to the United States, a package becomes eligible for a lost-package claim after there have been no tracking updates for 14 days following the carrier’s last scan.

We will monitor the shipment, investigate it with the carrier, and begin an eligible shipping insurance claim on your behalf when the required waiting period has passed.

Shipping Address

Please make sure your shipping address is complete and accurate before placing your order.

If you live in an apartment or condominium, please remember to include your apartment or unit number.

Orders will be shipped to the address provided at checkout.

If a package is returned due to an incorrect or incomplete shipping address, additional shipping charges will be required before the order can be reshipped.

Questions?

If you have any questions before placing your order, we're always happy to help.

Whether you'd like to check your phone model, estimate production time, or ask about shipping, feel free to contact us anytime.