Frequently Asked Questions

Can I cancel a purchase after payment?

Once placed, orders may not be changed or canceled. But don’t worry—you can return the items for any reason within 30 days.

 

How to cancel an order after shipping?

If your order has already been marked as shipped, you won't be able to cancel.

 

Will you ship to my PO Box?

Unfortunately, we cannot ship to PO Boxes or Military APOs.

 

How long does it take to process the order?

Each item on our site has an estimated processing time based on the specific characteristics of the product. Orders placed over holidays and weekends will be processed in the following business days.

We are working diligently to ship all orders and will update you with tracking information via email once available.

 

How long will it take to receive a shipment?

Normally, small parcel items shipped via UPS, FedEx, or USPS take 4-5 business days to arrive.

Larger freight items ship via truck with curbside service and generally take 1-2 weeks to arrive.

 

What shipping carriers do you use?

We currently ship small parcel items via UPS, FedEx, or USPS and larger freight items via truck.

The delivery person will leave your package in your mailbox, on your doorstep, or with your building’s concierge.

 

How much will my shipping cost?

We offer free delivery on all orders to the 48 contiguous United States.

 

My tracking says "DELIVERED," but I haven't received anything?

If the tracking information states that your item(s) have been delivered, but you have not received it, please check around your neighborhood in case another home received it by mistake.

The delivery vehicle has GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally and will arrive the following day.

If the parcel does not show up (an extremely rare occasion), please call the shipping carrier and file a claim. You can call the UPS, FedEx, or USPS Hotline to file a claim, or you can do it online. Your package comes insured by the USPS, FedEx, or USPS and they are liable for misdelivered or stolen property in most cases.

 

What happens if you run out of stock of an item I’ve already ordered?

In rare cases when an item runs out of stock after your order is placed, we’ll contact you as soon as possible to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

 

Can I return my product?

While we hope you love your purchase, we understand that you may need to return it.

To begin a return request, please email us at help@gomotis.com with the line subject RETURN REQUEST and your order information. Once your return request has been authorized, we will provide a shipping label by email. Simply print, attach to the box and drop it off at your local USPS store. If you prefer to use your own shipping account, please let us know so we can provide further shipping instructions.

Please note that any shipping cost charges from your original order are non-refundable.

 

What is the product return policy?

We accepts returns on a vast majority of our products—in new, uninstalled condition and original packaging—within 30 days after your purchase unless otherwise noted on the item’s product page.

To begin a return request, please email us at help@gomotis.com with the line subject RETURN REQUEST and your order information. Once your return request has been authorized, items must be received at our warehouse in new condition and working order within 05 days of your request has been approved.

You have to pay the cost for the return shipping. The cost of the original shipping will be deducted from the credit amount. In other words, you are responsible for the 2-way shipping cost of any item you return.

Your refund credit will be issued after the item has been received and inspected. Returned items that are damaged will not be refunded.

 

What are the return exceptions?

We are unable to accept returns for:

1. Products that have been assembled or installed

2. Products without the original packaging or not in their original condition

3. Products with crystals that have been unwrapped

4. Custom orders, including those that are made-to-order or customized to your specifications

 

Who is liable for defective products?

In the event you receive any merchandise you feel is defective due to our error, you must contact us within 48 hours of order delivery for any replacement to be considered. If we deem it necessary to view the defective products, we may ask for photos or for the order to be sent back to us for our inspection.

Merchandise found to be defective due to our error will be exchanged at no charge (includes free shipping and handling for the exchange).

Products determined to have been damaged as a result of customer misuse or excessive treatment will NOT be exchanged.

 

Where do I report defective products?

We pack every item as carefully as possible, but occasionally something may arrive damaged. Damages must be reported within 24 hours of delivery of the product. If that happens, please contact us.

 

When can I expect my refund?

Your refund credit will be issued after the item has been received and inspected. Depending on the type of card used, it usually takes from 7 to 10 business days for a refund to be shown in your Paypal balance, following approval.

 

What should I do if I don’t get my refund in the promised time?

We work quickly to make sure your refund gets to you on time. On the off-chance that it's been delayed, please get in touch with us here. Don't forget to keep your order number handy