Frequently Asked Questions (FAQ)
About Us
Q: What does your company do?
A: We are an e-commerce platform that offers baby and toddler clothing, focused on providing high-quality, comfortable, and eco-friendly apparel. We believe that a child’s growth requires the gentlest and most natural care, which is why we are committed to offering clothes that are soft, durable, and trustworthy for every parent.
Order Payment and Shipping
Q: How do I place an order?
A: Simply browse our website, select the items you need, add them to your cart, proceed to checkout, fill in the required information, and choose your payment method to complete the order.
Q: How long does it take for my order to ship?
A: Orders are typically processed and shipped within 1–2 business days (excluding weekends and holidays). After shipping, we will send tracking information. For details on shipping areas, shipping fees, estimated delivery times, and handling of logistics issues, please refer to our Shipping Policy.
Q: What payment methods do you accept?
A: We accept a variety of payment methods, including credit cards (Visa, Mastercard, American Express), Apple Pay, etc., ensuring you have multiple convenient options to pay.
Q: Is payment secure?
A: We take payment security very seriously and have implemented strict measures to ensure the security of your payment information. We collaborate with industry-leading payment service providers, using the latest encryption technologies and security protocols to protect your payment process.
Q: What should I do if my payment fails?
A: If you encounter a payment failure during checkout, please try the following steps:
Verify billing information: Make sure your billing address, credit card number, expiration date, and CVV are correct. Incorrect billing information may cause payment failure.
Check account balance and limits: Ensure your payment account (e.g., credit card, debit card, or e-wallet) has sufficient funds and has not exceeded the payment limit.
Change payment method: If payment fails, try using another payment method (e.g., change your credit card or use an e-wallet).
Contact your bank or payment provider: If the payment information is correct and your account has sufficient balance but payment still fails, contact your bank or payment service provider to check for any restrictions or reasons preventing payment.
Try again later: Payment failure could sometimes be due to temporary network issues or processing delays. Try completing the payment later.
Contact us: If the above methods don’t resolve the issue or you need further assistance, feel free to contact our customer support team, and we will provide prompt assistance.
Payment Security Statement
We value your payment security, and all payments are securely encrypted through industry-leading payment service providers, using the latest encryption technologies to protect your personal and payment data from being leaked or stolen. All transactions retain only the transaction status and transaction ID. We accept the following payment methods: Visa, Mastercard, American Express, Discover, JCB, Diners Club, and Apple Pay. We do not store your payment card information.
Shipping Areas
Q: Do you offer international shipping?
A: Yes, we do. We currently ship to the United States, Canada, Australia, and Europe (select countries/regions). If your country/region is not shown on the checkout page, we do not support shipping to that area. For details about shipping areas, fees, estimated delivery times, and handling of logistics issues, please refer to our Shipping Policy.
Shipping Time
Q: How long will it take to receive my order?
A: Shipping time depends on the shipping method and delivery destination chosen at checkout. Estimated delivery times (business days, excluding weekends and holidays) are as follows:
United States: 3–7 business days
Canada: 5–10 business days
Australia and Europe (select countries/regions): 7–15 business days
Actual delivery time depends on the carrier and will be displayed on the checkout page.
Return and Exchange Window
Q: What is the time limit for returns and exchanges?
A: You must initiate the return or exchange request within 30 days of receiving your order. If the 30-day window has passed, we may not be able to process your return or exchange.
Q: What is your return and exchange policy?
You can submit a return or exchange request within 30 days of receiving your order. To ensure the item can be resold, the returned item must be unused, unwashed, free from odors, stains, and damage, with intact tags (if applicable) and original packaging (if applicable). If you use our prepaid return label, a $10 return label fee will be deducted from your refund; if you choose to ship it back yourself, you will bear the return shipping cost (unless we made an error with the order or there is a quality issue). For more details about non-returnable items, refund processing time, and the original payment method for refunds, please refer to our Return & Exchange Policy.
Refund Timing
Q: How long does it take to receive a refund?
A: Once the return is accepted, we will initiate the refund within 1–3 business days. The refund is usually processed within 5–10 business days via the original payment method. For more details, please refer to our Return & Exchange Policy.
How to Contact Customer Service
Q: How can I contact customer service?
A: You can contact us by phone at +1 (235) 202-2434 or email at info@modearo.com.
Customer Service Hours: 24/7, year-round
We provide customer support 365 days a year, and typically respond to inquiries within 24–48 hours.
Order Modification/Cancellation
Q: Can I modify or cancel my order after placing it?
A: If the order has not been processed or shipped, please contact us as soon as possible. We will do our best to assist you, but we cannot guarantee success. If your order has already been shipped, you can initiate a return after receiving the product, according to our Return & Exchange Policy.
Customs Duties
Q: Do I need to pay customs duties or import taxes?
A: Yes, your order may be subject to customs duties and import taxes depending on the destination country. Customs duties and taxes are typically the responsibility of the recipient according to the destination country’s regulations. If taxes are not displayed as included on the checkout page, the recipient is responsible for paying these fees.
Discounts and Promotions
Q: Are there any discounts or promotions available?
A: We offer periodic promotions and discounts. We recommend subscribing to our newsletter or checking announcements for the latest information. You can unsubscribe at any time.