FAQ's

How long does shipping take?

The average transit time is 8-14 business days after dispatch. Processing time is separate from transit time.

  • Standard products: 1-3 business days processing + 8-14 business days transit
  • Personalized products: 3-5 business days processing + 8-14 business days transit

For complete information, please see our Shipping Policy.

Can I cancel my order?

Orders may be cancelled within 2 hours of placing the order by contacting us at contact@momentagifts.shop.

After the 2-hour cancellation period, cancellation may no longer be possible if the order has entered processing or production.

Personalized orders cannot be cancelled or modified once personalization or production has started. Once an order has been shipped, it cannot be cancelled.

How can I return my order?

Eligible non-personalized products may be returned within 15 days of delivery, including for change of mind, subject to the conditions in our Return & Refund Policy.

Customers are responsible for return shipping costs for ordinary eligible returns.

Personalized products are not eligible for returns or refunds due to change of mind.

Please contact us at contact@momentagifts.shop before sending any product back. We will provide the applicable return instructions and return address.

I received a defective or incorrect item. What should I do?

Please contact us within 15 days of delivery at contact@momentagifts.shop.

Please include:

  • Order number
  • Item name
  • Description of the issue
  • Clear photographs or video showing the issue

If the issue is confirmed to be our responsibility, the applicable resolution will be handled according to our Return & Refund Policy.

Non-personalized products may be eligible for a replacement or refund.

Defective or incorrect personalized products are generally handled through replacement or another applicable non-refund remedy.

International taxes and customs duties

All orders are shipped from China to the United States.

Customers will not be charged customs duties or import taxes for their orders. Any applicable customs duties or import-related charges associated with the shipment are covered by us.

Customs processing may occasionally affect delivery times.

Delayed or lost orders

If your order has not arrived within the estimated delivery timeframe, please contact us at contact@momentagifts.shop.

We will review the available tracking information and assist with the delivery issue where possible.

If your order has not arrived within 15 business days after dispatch, please contact us so we can investigate the shipment.

If the order is confirmed to be lost by the carrier or is otherwise determined to be lost:

  • Non-personalized products: replacement or full refund
  • Personalized products: replacement or full refund

Personalized products are not eligible for refunds due to change of mind.

Delivered but not received

If tracking shows that your order was delivered but you cannot locate it, please:

  1. Check the delivery location.
  2. Check with household members.
  3. Check with neighbors or building management where applicable.
  4. Contact the shipping carrier or local post office.
  5. Contact us at contact@momentagifts.shop if the package still cannot be located.

We will review the available tracking information and assist where possible.

Unclaimed packages

If a package is returned because it was unclaimed or could not be delivered due to an issue with the delivery information provided by the customer, please contact us at contact@momentagifts.shop.

Any additional shipping costs required to resend an unclaimed package may be the customer's responsibility, where applicable.

What happens if my personalized order is damaged?

If a personalized product arrives damaged, contact us within 15 days of delivery and provide your order number and clear photographs or video of the damage.

If the damage is confirmed to be our responsibility, the customer may receive a replacement or refund.

What happens if my personalized order is lost?

If a personalized order is confirmed to be lost, the customer may receive a replacement or refund.

Personalized products are not eligible for refunds due to change of mind.

How can I contact Momenta Gifts?

If you have further questions or need assistance, please contact us:

Email: contact@momentagifts.shop
Phone: +1 302-244-7107
Customer Service Hours: Monday-Friday, 9:00 AM-10:00 PM, GMT-08:00 Pacific Time (US & Canada)

Business Information

Business Name: Momenta Gifts
Legal Entity: Altrel LLC
Business Registration Number: 7366430
Business Address: 8th Green St, Dover, Delaware 19901, United States
Business Email: contact@momentagifts.shop
Business Phone: +1 302-244-7107
Customer Service Hours: Monday-Friday, 9:00 AM-10:00 PM, GMT-08:00 Pacific Time (US & Canada)
Shipping Origin: China