Frequently Asked Questions

Customer Support

Who can I turn to if I need support?

You can contact our customer service 24/7, and depending on the topic of your request, you will be directed to the builder or answered by one of our customer service specialists. We'll get back to you as soon as possible.

What if I lose a piece?

Contact our 24/7 customer service and we will fix your problem.

How do I contact a builder?

If you have any questions, contact us at [email protected]. If the question you have can't be answered by us, we will automatically reroute you to the builder.

What do I do if a product I want is out of stock?

There are absolutely no out-of-stock items on MOCHUB.

How do I get in touch with you if something goes wrong?

You can contact our customer service 24/7 at [email protected], and depending on the topic of your request, you will be directed to the builder or answered by one of our customer service MOC specialists.

Payment & Pricing

Which payment method can I use?

You can use any standard method of payment including Visa, MasterCard, American Express, Discover, JCB, Diner's Club and EnRoute via Paypal's service, as well as PayPal itself.

Am I covered by PayPal's buyer protection?

Yes, all of Paypal's buyer protection policies apply when using MOCHUB.

Return policy

We offer a no questions asked 30 days return policy. If for any reason you are not satisfied with the product, we'll refund 100% of your money.

How do I request a refund?

If something has gone wrong, please contact us at [email protected] so we can fix the issue.

What currency do you use?

Currently all the MOCs are priced in US dollars.

We're working on a release of a multi-currency module, stay tuned for future feature developments.

Shipping methods

How long will it take for my order to arrive?

Usually, your order will be received within 9-13 days after an order has been placed. The tracking number of your package will be provided.

What kind of shipping methods do you offer?

We ship globally with DHL Express. Paypal's policies require us to ship to the registered Paypal address only. Please make sure you have entered the correct info at checkout. All items are shipped from the Europen Union.

Where can I track my shipment?

Once your order has been shipped, you will receive a tracking link via email.

I haven't received my order or it was damaged. What should I do?

Please contact us at [email protected] with the ID number of your package and we'll make sure your issue is fixed.

Custom duties and import VAT

In case of international shipping a package may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination.

You are responsible with ensuring to comply with laws and regulations of the country of destination. MOCHUB does not have any responsibility on these additional charges that may apply.