Shipping policy
Every Mochiri & Company writing instrument is quality-checked, gift-boxed and dispatched from our warehouse. This policy explains when your order leaves us, how long it takes to arrive, and what to do if a parcel arrives damaged.
1. Dispatch
Orders are dispatched within 5–6 days of the order being placed. Each pen is inspected and tested before it is packed, which is why we do not dispatch same-day. You will receive a dispatch confirmation with the courier name and tracking number by email (and by SMS/WhatsApp where a phone number is provided).
2. Delivery time
Once dispatched, delivery takes a further 7–12 working days. Working days exclude Sundays and public holidays. Actual transit time depends on the destination country, region and area — metro addresses are usually at the faster end of this range, while remote or rural areas, islands and addresses that need customs clearance can take the full 12 working days or, occasionally, longer during festival periods and severe weather.
3. Shipping charges and regions
We currently deliver to India, the United Arab Emirates, Europe, Indonesia and China. Delivery within these regions is free. Shipping options, courier partners and any duties or taxes on international parcels depend on the destination region and area; where import duties apply, they are payable by the recipient to the courier at the time of delivery.
4. Payment — no Cash on Delivery
Cash on Delivery (COD) is not available. All orders are prepaid at checkout. If a parcel cannot be delivered because the recipient is unreachable or the address is incomplete, the courier will attempt delivery again before returning it to us; we will contact you to arrange re-dispatch.
5. Damaged in transit
Every parcel leaves us intact, but couriers occasionally mishandle packages. If your pen arrives damaged, we will replace it, subject to one condition:
- Please record a single, uncut video of the unboxing — starting with the sealed outer packaging, showing the shipping label, and continuing without pause until the pen is fully unpacked and the damage is visible.
- Send the video, your order ID and photographs of the damage to support@mochiricompany.com within 48 hours of delivery.
We know this is an inconvenience. The video is the only evidence a courier accepts for a transit-damage claim, and it lets us replace your pen without a back-and-forth. Claims without an uncut unboxing video cannot be accepted as transit damage; they are assessed under the warranty instead.
6. Manufacturing defects
Instruments found to have a manufacturing defect are covered by a 1-month replacement guarantee from the date of delivery. Beyond that, instruments purchased through our official sales channels carry a 6-month warranty against manufacturing defects in materials and workmanship. See our warranty terms.
7. Tracking and delays
Use the tracking link in your dispatch email to follow the parcel. If tracking has not updated for more than 5 working days, or your order has not arrived within 12 working days of dispatch, contact us with your order ID and we will take it up with the courier.
8. Address changes
Address corrections are possible only before dispatch. Write to us as soon as possible with your order ID and the corrected address; once a parcel has left our warehouse the address cannot be changed.
Questions about a delivery? Write to support@mochiricompany.com with your order ID.