About Us

Q: What does your company do?
A: We are an e-commerce platform offering toys and children’s apparel. Each toy we provide is designed to promote children’s overall development through interaction, learning, and fun. From educational puzzles to hands-on creative toys, we help children explore the world through play.

Order Payment and Shipping

Q: How do I place an order?
A: Simply browse our website, select the items you want, add them to your cart, proceed to checkout, fill in the necessary information, and choose a payment method to complete your order.

Q: When will my order be shipped?
A: Orders are typically processed and shipped within 1–2 business days (excluding weekends and holidays). You will receive tracking information once your order has been shipped. For details on shipping coverage, shipping fees, estimated delivery times, and handling logistics issues, please refer to our Shipping Policy page.

Q: What payment methods can I use?
A: We support various payment methods, including credit cards (Visa, Mastercard, American Express), Apple Pay, and more, ensuring multiple convenient payment options.

Q: Is my payment secure?
A: We take payment security seriously and have implemented strict measures to protect your payment information. We collaborate with leading payment service providers, using the latest encryption technology and secure protocols to protect your payment process.

Q: What should I do if my payment fails?
A: If you encounter a payment failure during checkout, try the following steps:

1. Verify billing information: Ensure your billing address, credit card number, expiration date, and CVV are correct. Incorrect details can cause payment failure.

2. Check account balance and limits: Ensure your payment account (credit card, debit card, or e-wallet) has sufficient funds and hasn’t exceeded its payment limits.

3. Try a different payment method: If the payment fails, you can try using a different payment method (such as a different credit card or e-wallet).

4. Contact your bank or payment provider: If your payment details are correct and there are enough funds, contact your bank or payment provider to check if there are any restrictions or issues preventing the payment.

5. Try again later: Sometimes payment failure may be caused by temporary network issues or delays in payment processing. You may try to complete the payment later.

6. Contact us: If the issue persists or you need further assistance, please feel free to contact our customer service team, and we’ll provide support as soon as possible.

Payment Security Statement:
We prioritize your payment security. All payments are processed securely through leading payment service providers with encryption technology to protect your personal and payment data. We do not store your payment card information. We accept the following payment methods: Visa, Mastercard, American Express, Discover, JCB, Diners Club, and Apple Pay.

Shipping Coverage

Q: Do you offer international shipping?
A: Yes, we do. We currently ship to the United States, Canada, Australia, and selected countries/regions in Europe. If your country/region is not available at checkout, we do not ship to it at this time. For detailed shipping coverage, fees, estimated delivery times, and handling logistics issues, please refer to our Shipping Policy page.

Shipping Time

Q: How long will it take to receive my order?
A: Delivery time depends on the shipping method and destination you choose at checkout. The following are estimated delivery times (business days, excluding weekends and holidays):

• USA: approximately 3–7 business days

• Canada: approximately 5–10 business days

• Australia and Europe (select countries/regions): approximately 7–15 business days
  Actual delivery times depend on the carrier’s situation and are shown at checkout. For more details on shipping coverage, fees, available shipping methods, customs duties/taxes, and handling delays or issues, please refer to our Shipping Policy page.

Returns and Exchanges

Q: What is the time limit for returns and exchanges?
A: Please initiate your return or exchange request within 30 days from the date of receipt. After 30 days, we may not be able to process your return or exchange.

Q: What is your return/exchange policy?
You can submit a return or exchange request within 30 days from the date of receipt. To ensure the item is resellable, returned items must be unused, unwashed, free of odors, stains, or damages, and must retain all original tags (if applicable) and packaging (if applicable).
If you use our prepaid return label, a $9.9 return label fee will be deducted from your refund. If you return the item on your own, you will bear the return shipping cost (unless there was a mistake on our part or the product has a quality issue). For more details on non-returnable situations, refund processing time, and refund methods, please refer to our Refund Policy page.

Q: How long will it take to process my refund?
A: Once your return is accepted, we will initiate the refund within 1–3 business days. Banks or payment channels typically process refunds within 5–10 business days. For more information, please refer to our Refund Policy page.

How to Contact Customer Service

Q: How can I contact customer service?
Phone: +1 (235) 202-2434
Email: info@modearo.com
Customer Support Hours: 24/7, year-round

We provide 365-day support and typically respond to inquiries within 24–48 hours. Even outside regular working hours, our customer service team will follow up promptly to ensure you receive full support.

For urgent issues or if you need a faster response, feel free to contact us, and we will prioritize your case.

Order Modifications and Cancellations

Q: Can I modify or cancel my order after placing it?
A: If you need to modify or cancel your order, please contact us as soon as possible. We will do our best to assist before your order is processed or shipped, but we cannot guarantee success. If your order has already been shipped, please follow our Refund Policy for return instructions.

Customs Duties

Q: Do I need to pay customs duties or import taxes?
A: Yes, your order may be subject to local customs policies. Customs duties and import taxes are typically borne by the recipient based on the customs regulations of the destination country. If taxes are not explicitly included at checkout, the applicable fees will be your responsibility.

Discounts and Promotions

Q: Do you offer discounts or promotions?
A: We regularly offer promotions and discounts. We recommend subscribing to our email updates or checking for announcements to get the latest information. You can also unsubscribe at any time.