Shipping Policy

International Shipping

We ship worldwide and the estimated delivery time is 6 - 14 business days. 

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If the country you locate in is not listed above, the following is the shipping rate.
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SHIPPING DELAYS DUE to COVID19

We are currently experiencing shipping delays due to COVID-19, but we’re working hard to get your orders to you. Please expect 5 extra business days for processing. Shipments are not picked up by carriers on Saturdays, Sundays, & Malaysia Public Holidays. Expect transit updates Monday-Friday.

Once your order has been placed, we will send a confirmation email with your order number. When your order has been shipped, you will receive an additional confirmation email with a tracking number. In rare cases, your order could be split into separate boxes. However, you will still receive one order number and one tracking number for your complete order.

Your order might need a signature upon delivery. If there is no one around to receive the package, the courier will send back your parcel to the nearest post office. You can then organize for your order to be re-delivered whenever it suits you! If you choose to have the courier deliver the package without a signature, MOANNA is no longer liable for your order. Certain exceptions applied*

*Exceptions:

1. Your package is sent back to shipper for failure of delivery because of:

  • Incorrect address. You are subject to shipping charges for reshipment
  • Unable to pick-up/sign the package. You are subject to shipping charges for reshipment.

2. Your package arrives in damaged condition.

We will do our best to ensure your items arrive in perfect condition. However, in the unlikely event that your box arrives in damaged, please accept the delivery and contact MOANNA Customer Service. We can then get everything sorted for you. If you refuse your order without authorization from us, you will be responsible for all shipping charges.

3. In the very rare case that your package loses tracking on the way to its destination for more than 5 days, please contact MOANNA Customer Service.

Please note that an order may be delivered to a neighbor in the case that the delivery attempt is unsuccessful. Delivery to a neighboring address is up to the judgment of the driver. Signature required orders which cannot be delivered will be returned to the warehouse. For lost or missing packages, we will provide you with the information of the carrier and tracking number associated with your order so that you may contact them directly. Please note that we are not responsible for lost packages sent to mail forwarding providers.

Taking the safety of our members in mind when incidents such as suspected package theft have happened, we kindly ask our members to file a police report with their local precinct so that their refund or exchange claim can be properly investigated. We regret that we are unable to initiate a refund or exchange before this is complete. Once you submit a police report, a member of our Loss Prevention Team will reach out to them within 48-72 business hours.
**Please be sure to provide all requested information.

MOANNA is not responsible for delays in shipping or delivery due to natural or uncontrollable events. Additionally, MOANNA is not responsible for delays related to the courier itself (such as customs clearance).

Please Note:

Duties and taxes on shipments are legal requirements that must be settled before your shipment can be delivered and are based on both the type and value of the item(s) being shipped. These fees are mandatory government taxes and are not collected in any way by MOANNA. Shipping carriers may charge prepaid Tax and Duties to customs for package clearance and later collect from the recipient.

The goods will be imported on behalf of the consignee/buyer. The consignee authorizes MOANNA to import the goods on his behalf. Further, the consignee/buyer agrees that MOANNA may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker).

  • Customers shall be responsible for Duty and Tax.
  • Customers shall be responsible for customs clearance.
  • Customers shall be held responsible for shipment pricing/charges due to shipment abandonment, rejection, undeliverable or return caused by custom's clearance process.

*Please note: all international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.