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FAQ

Postage & Delivery

  • Where do you deliver?

We currently deliver to Australia, New Zealand, UK, Canada and the United States.

  • How much does shipping cost?

COUNTRY

ORDERS <$100

ORDERS >$100

**APPROX TIMES

Perth Metro

$5 postage

Free delivery

3 days

Greater WA inc Country

$5 postage

Free delivery

3 – 5 days

Australia Wide

$10 postage

Free delivery

3 – 5 days

New Zealand

$15 postage

$10 postage

5 – 10 days (COVID-19)

United Kingdom

$25 postage

$25 postage

20 working days (COVID-19)

United States

$25 postage

$25 postage

20 working days (COVID-19)

Canada

$25 postage

$25 postage

20 working days (COVID-19)

 

  • Has my order been shipped out?

You will receive an email from us once your order has been shipped. All orders within Perth will require a signature upon receipt. Orders outside of Perth (including greater WA country) are posted via Australia Post. You will be provided with a tracking number once your order has been posted.  

  • How do I track my order?

Once your order has been shipped, you will be able to track your order online via the Australia Post website. You will be emailed the tracking number once your item has been posted. Allow one day for your parcel's tracking number to be registered on the Australia Post website prior to tracking it's delivery.

For customers ordering within the Perth metropolitan area, you will be advised via SMS of your product's delivery date. To be eligible for this service, please ensure that you include you mobile number details when you create an account with MassyMoo. 

  • I live outside of Australia. Will I be charged customs and import charges?

    Custom policies vary from country to country so it really depends on the country in which you reside. For more information, please contact your local customs office. 

    Orders

    • How do I place an order?

    You’ve found something you liked, congratulations!

    To purchase your item, you will firstly need to have an account with MassyMoo.

    Once you’ve logged into your account and selected your item, click on buy and this will take you to your cart. If you would like to purchase other items, or you’re not done browsing around, you can exit the cart and go back in whenever you are ready to checkout. 

    • What do I do if there is a problem with my order?

    Simply contact info@massymoo.com and we will help you with your query, no problems! 

    • What payment methods does MassyMoo accept?

    We currently accept PayPal and debit/credit card via direct payment on the website.

    • Can I cancel my order?

    Once the order has been processed or posted it’s a little difficult to cancel. However, you can return the items once you have received it as long as it meets the eligibility for return and is not on the Non-Exchangeable and Non-Refundable category list. Simply email info@massymoo.com to let us know that you would like to return the items and we will guide you on how you can return the item to us.   

    • I received an order, but it is faulty!

    We’re sorry about that! Please email info@massymoo.com to advise us that you have received a faulty item and we will reserve a brand-new product for you.

    • I received my order, but it is the incorrect item!

    That’s our bad and we’re sorry about that! Please email info@massymoo.com to advise us that you have received an incorrect item and we will reserve the correct one (this time) for you. 

    • I received my order but one of them is missing!

    We are so sorry!!! Simply let us know by email at info@massymoo.com what you’re missing from your order and we will post the item for you. 

    • Do you restock items?

    It really depends on how popular the items are! If we know you love the items and can’t get enough of it, we will do our best to restock the items for you. 

    • Can you let me know if an item has been restocked?

    The best way to know if an item is restocked is to check our website for any updates.

    Exchanges & Returns 

    • Can I exchange an item?

    Yes you can as long as it’s not listed in the Non-Exchangeable and Non-Refundable items list and meets the condition eligible for return! 

    Email info@massymoo.com to let us know that you would like to exchange an item so we can expect your item in the mail. You will be issued with a store credit to your account which is valid for 12 months, and can be used to purchase items on the website.

    Post your item(s) back to MassyMoo at PO Box 11, Thornlie WA 6988 within 3 days of submitting your request.

    • Can I return an item?

    Absolutely! Just make sure that it is not listed on the Non-Exchangeable and Non-Refundable items list and meets the condition eligible for return!

    Items can be returned or exchanged within 14 days days from the purchased date. Email info@massymoo.com to let us know that you would like to return an item so we can expect it in the mail.

    Post your item(s) back to MassyMoo at PO Box 11, Thornlie WA 6988 within 3 days of submitting your request.

    Once we’re received your item(s), your refund in the form of a store credit will be on your MassyMoo online account and is available for use within 12 months.

    • Will you refund me my delivery charge?

    Unfortunately, at this stage, we do not cover the return postage fee unless an incorrect item was accidentally sent out, at which we will resend the correct item free delivery. Customers wishing to make a return will need to do so at their discretion.

    • Have you received my returned items?

    Once we have received the returned items we will let you know via email. 

    Contact

    • I’d like to Chat to a Customer Representative. Who Do I Contact?

    At MassyMoo, we strive to make your online shopping experience a breeze. If you come across any difficulties, we are here to help you. Simple email info@massymoo.com with your order number and one of our representatives will be able to assist.