Frequently Asked Questions

Unless otherwise stated on the product page, MokiToys orders are fulfilled from Shenzhen, China.

Yes. MokiToys currently supports shipping to the United States. Available shipping methods and charges are shown during checkout.

Shipping charges are calculated based on the shipping option available for your order and are displayed during checkout before payment.

When tracking is available, tracking information will be provided after your order has been shipped. Carrier tracking may take some time to update after the shipment is accepted.

Delivery times vary by destination, carrier, customs processing, holidays, weather, and other factors. Any estimated delivery information shown on the website should be treated as an estimate rather than a guaranteed delivery date.

MokiToys currently supports PayPal for online checkout. Additional payment methods may be added in the future.

PayPal payments are processed through PayPal's payment system. MokiToys does not directly store your PayPal password or full payment credentials.

If you need to change or cancel an order, contact us as soon as possible. We will try to assist before the order enters fulfillment. Once an order has been packed or shipped, changes or cancellation may no longer be possible.

A pre-order allows you to reserve a product before it is available for normal shipment. Estimated release or shipping dates may change due to manufacturers, distributors, production schedules, or other circumstances.

Products identified as Official are sold as officially licensed or authorized products based on the product information available to MokiToys. Product-specific brand, manufacturer, and licensing information may be shown on the applicable product page.

Third-Party products are produced by independent manufacturers or creators and are not necessarily produced by the original brand associated with the character or franchise. Product pages should be reviewed for specific manufacturer and product information.

KO is used as a product classification for certain non-official reproduction or alternative collectible products. When applicable, the product page should clearly identify the product category so customers can make an informed purchase decision.

Yes. MokiToys may offer custom or made-to-order services for selected products, including collectible customization and replacement or custom head sculpts. Availability and customization options depend on the individual product or project.

Custom-made, personalized, commissioned, modified, or made-to-order products generally cannot be returned for a change of mind after production has started. Please review our Returns & Refunds Policy for more information.

Contact support@mokitoys.com as soon as possible and include your order number, a description of the issue, and clear photos or video when relevant. We will review the situation and provide the appropriate next steps.

Minor dents, creases, scratches, or wear to retail packaging can occur during transportation. Packaging condition alone may not qualify as a product defect unless the product itself is damaged or the listing specifically guarantees collector-grade packaging.

Return eligibility may be limited once collectible packaging has been opened or the product has been used, assembled, modified, or removed from its original condition. Defective or incorrect products will be reviewed separately.

For order, shipping, return, product, or customization questions, contact support@mokitoys.com. Please include your order number when contacting us about an existing order.