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FAQ
Curious about something? Check out our FAQ section below. If your question isn’t covered, feel free to email us at woof@momentta.com
Shipping
When will I receive a tracking number?
After we've prepared your mockup and made your piece (which typically takes 4-6 business days, Monday to Friday), we hand your package over to the shipping carrier. You'll receive your tracking number as soon as the package is shipped.
Once you receive the tracking number, it usually becomes active within 1-3 business days during normal times.*
*Please note: During the busy end-of-year holiday season (November to January), production times may extend to 6-8 business days due to high demand.
How much does shipping cost?
We offer FREE worldwide shipping.
When will my order arrive?
Shipping Time
- Once your order is produced, it will be shipped and delivered within the following estimated timeframes:
Region Estimated Delivery Time (business days)
USA 5-7 business days
Canada 10-14 business days
UK 10-14 business days
Europe 10-15 business days
Australia 12-14 business days
Rest of World 14-18 business days
In total, most US orders arrive within 9 to 13 business days from the day you order.
*These are estimated delivery times. Delays may occur due to unforeseen circumstances like customs, public holidays, or global events.
Where do you ship?
We offer worldwide shipping to most destinations, with a few exceptions for some remote locations.
My tracking number isn't working.
No need to worry! It can take up to 5 days for your tracking link to update. If you're concerned, just send us an email, and we'll do our best to track down your parcel.
Returns
Can I cancel my order?
To cancel or modify your order, please contact us within 24 hours of placing it. We will check the status of your jewelry production as soon as you reach out.
If processing has already begun, unfortunately, we won't be able to cancel the order.
Do you accept returns?
Because each order is 100% custom-made just for you, there's no need to send anything back. If you're not happy with your piece, just get in touch with us within 30 days of delivery, and we'll give you a full refund.
If you received the wrong item or something arrived damaged, let us know within 30 days of delivery, and we'll refund you in full.
Wrong or incomplete address?
At Momentta, we rely on the shipping information you provide to ensure your order reaches you. If an address is incomplete or incorrect (e.g., missing house number, wrong street, or mismatched city and zip code), we won’t be able to take responsibility for the delivery.
To avoid any issues, please double-check your details before completing your order. If your package can't be delivered due to an incorrect address, it will return to our sorting center (this may take 20-25 days), and you’ll have two options:
- Pay a $14 reshipping fee and provide the correct address.
- Choose not to reship, in which case the courier will dispose of the parcel after a set time.
Not happy with your item?
Your satisfaction is our top priority! If you're not happy with the result, simply reach out to us within 30 days of delivery, and we'll give you a full refund. No need to send anything back.
General
Photo recommendations
For the best results, please provide a clear, high-quality photo of your pet, taken in good lighting and at eye level. We use the exact image you submit to create your design, so if the photo quality is low, the final product may be affected.
Do you offer a satisfaction guarantee?
We're committed to making sure you love your final product! If you're not satisfied, just reach out to us within 30 days of delivery, and we'll refund you in full, no return needed.
For the best result, please follow our photo recommendations above.
Where are you located?
We’re based in the USA, our production is located in China to ensure smooth and efficient delivery worldwide.
We take great care in upholding high standards in our production process and focus on eco-friendly, cost-effective shipping methods to minimize our impact on the environment.