FAQs

We are currently experiencing issues integrating our payment gateway with Shopify.
Please reach out to us, and our customer support team will promptly generate a payment link for you to complete your order.

For detailed order instruction, following these steps :

Step 1: Select the item that you want to purchase on our website: 

Step 2: Complete all required options

• Choose the Style, color and size of the product.
• Pick all the custom information (If applicable).
• For Custom Order: You can provide us your custom details by leave a message in our ‘cart note‘ or email us at support@moveekbuddyshop.com.
• Choose the quantity and press the button “ADD TO CART”.
• Now you can continue shopping or check your shopping cart’s contents to place an order by clicking on the cart icon in the upper right-hand corner.
• To continue, click “PROCEED TO CHECKOUT".

Step 3: Fill in your personal information

Log in to PayPal in the Express Checkout box or fill in the information in the Contact Information form.

Step 4: Confirm your shipping information

• If you want to change the Contact or Ship To, click the “Change”. You will go back to the previous page to change your personal information.
• The shipping fee will be shown in the Shipping Method.
• To continue, click “CONTINUE TO PAYMENT”.

Step 5: Payment Process

If you have the discount code, you can add it in the “gift card or discount code” and click “Apply”. The total will be shown for you on the right of the website. Click PAY NOW to finish your order process.

Via the website

1. Click on Your cart at the right corner.
2. At the quantity box, you should be able to either increase or decrease the amount using the plus or minus buttons.
3. Once you're satisfied with the changes, click submit or save.

You can click Contact Us and create a support ticket by submitting the form for immediate assistance. 

Contact us

You have to meet the requirement of your discount code to use it, please check it before applying your discount code or Contact us now.

According to our policy, each order can be applied to only one discount code.

We accept the following methods of payment

- Credit/Debit cards (VISA, MasterCard, AMEX)
- Paypal
- Apple Pay
We do not accept the following methods of payment:

- Personal checks
- Money orders
- Direct bank transfers
- Cash on delivery
Please try again in a little while. If the payment is still not accepted, please check your account balance first. If your account balance is as it should be, but you still can't make the payment, please contact support@moveekbuddyshop.com and notify us about the problem.
- What type of card payment
- The announcement error from our website when checking out (screenshot of notification)

Our customers feedback that some bank cards may not be authorized to process international transactions. To serve our clients from around the world, we use an American payment processor called Paypal, a payment platform that allows for all types of payment but results in charging additional fees.

We have seen that some banks have placed a hold on international payments. We do recommend that you get in touch with your bank to understand if this is the case.

An order confirmation will be sent to your email after you finish placing an order. You can check your email or spam box. If you cannot find it, please contact us via Contact us

You can find the “Size Guide” when you choose the size or click here: https://moveekbuddyshop.com/pages/size-guide

Products will be made and shipped from America or Asia, depending on what kind of items that you ordered. 

MoveekbuddyShop will not send the receipts with packages, your package just contains the shipping label. 

Please contact support@moveekbuddyshop.com and notify us about your request
To get started, please provide us with the below information:
- Products link:
- Quantity of items:
- Your request:

You can click Contact Us and create a support ticket by submitting the form for immediate assistance. We will check and consider your request.

Contact us 

In the event you wish to cancel or change your order, please contact us within 5 hours upon confirmation of the order via support@moveekbuddyshop.com.

Please provide the exact information and detail of your request. Your order is only eligible to be canceled and modified within 24 hours of placing the order. After that time, the order is locked for processing and can no longer be canceled or modified.

Please keep in mind that any cancellations after 24 hours upon approval of the order will no longer be allowed.

• For modification orders, the production time is expanded 1-2 days. We can not guarantee to deliver your order in a timely manner if your order needs design modification as it will take us much longer to modify your design, especially during the holiday season.

According to our policy, your order is only eligible to be cancelled or modified within 5 hours of placing the order. After that time, the order is locked for processing so we have no right to make any modification for you.

The shipping address is only changed before we ship it out to the shipping courier, it means that we are unable to change your shipping address when it’s in your way. 

In this case, we suggest that you contact the shipping carrier by yourself to ask for their help.

When your order is shipped out. We are NOT allowed to change the shipping address anymore. In this case, contact support@moveekbuddyshop.com immediately to get the tracking number. You need to follow your package and contact the carrier by yourself to change your  delivery address.

Unfortunately,  the billing address is default so we have no right to edit it. But if only the shipping address is correct, you will still be able to receive your order.

All items in our store are made-to-order, which means that these prints are only made for you. Therefore, it takes a little time to process. 

To estimate the delivery time, please review the time framed at: Shipping information

When your order is shipped out, you will receive the shipping confirmation email, you can follow order status by checking the tracking provided.

The shipping cost varies depending on where it is shipped to. The shipping cost is calculated during the checkout process. You can review it before completing your purchase in our store.

Of course, if you want to expedite shipping, please choose Expedited Shipping option at checkout or contact us after placing an order.

Processing time for personalized items may take longer than 5-7 business days. Once the shipment is loaded on the plane, estimated delivery is 5-15 business days for the United States, and 18-24 business days for other countries.

Please note that there are some unforeseen circumstances such as customs delays that we are unable to control on our end as well as delays in holiday seasons.

Tax is not included in the price on our website, which means you may be liable to pay for duties and taxes once you receive your order.Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.

Tracking information may not be updated immediately in several cases, especially with registered airmail shipments. However, please rest assured your item is on its way.

Here are some reasons why tracking information has not been available yet:
There may be delays between the scanning events and the website's updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please be patient for a few more days and try again later.
- The package may not be scanned until it reaches the regional hub near the destination.
- The package is in transit between the origin and the destination country. The tracking information should pick up again once your packages reach your local country.
- Some shipments are not trackable, for example, flat rate shipping. (Unless a tracking number was purchased during the checkout).
- Please note that most parcels will be received within 15-25 business days after the shipment date.
- The delivery time frame is valid regardless of the tracking information's availability online.
Please note that the delivery of international orders will be taken longer so please be patient. 

If your tracking status has not been updated for over 10 days, please contact us via support@moveekbuddyshop.com and we will assist you.

If your order contains a variety of products, your items may be split up during the manufacturing process which leads to separate shipments. (Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout).

You will receive a shipping notification for each shipment in your order. If the second package does not arrive after a few next days, contact us and you will be assisted right away.

Tracking information may not be updated immediately in several cases, especially with registered airmail shipments. However, please rest assured your item is on its way.

Here are some reasons why tracking information has not been available yet:
There may be delays between the scanning events and the website's updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please be patient for a few more days and try again later.
- The package may not be scanned until it reaches the regional hub near the destination.
- The package is in transit between the origin and the destination country. The tracking information should pick up again once your packages reach your local country.
- Some shipments are not trackable, for example, flat rate shipping. (Unless a tracking number was purchased during the checkout).
- Please note that most parcels will be received within 15-25 business days after the shipment date.
- The delivery time frame is valid regardless of the tracking information's availability online.
Please note that the delivery of international orders will be taken longer so please be patient. 

If your tracking status has not been updated for over 10 days, please contact us via support@moveekbuddyshop.com and we will assist you.

Please contact support@moveekbuddyshop.com and notify us about your problem.

Please contact support@moveekbuddyshop.com and notify us about your problem. We will check and resend your order if it’s lost.
For orders shipped to the wrong address due to a customer inputting the incorrect address, we are not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be donated right after they come back to our warehouse). Customers must cover the cost of ordering replacement items. So please be extremely careful when entering your shipping address.

You need to contact your local post office constantly to reschedule delivery. If not, your package may be disposed of by the local post office.

If a forwarding service has been used, we are so sorry that we have no control about these situations if it happens, such as damage, defect, or loss that occurs.We will not offer any resolution for this package if it has issues.

We highly suggest contacting the post office personally to check for updates regarding your request. Please contact the local post office with your tracking number to check.

If you have any of the above problems, please contact us at: https://moveekbuddyshop.com/pages/contact-us

We will contact you within 48 hours after submission.

We are so sorry to hear that you did not receive your package. 

Sometimes, to ensure the safety of your shipment, the carrier may have placed it in a safer location, please check:

• Mailbox
• Porch
• Garage
• Any area out of potential weather hazards

Exterior doors and any locations where the package could be placed

In rare cases, a package may show as 'delivered' but could take additional 24 hours.

If within 2-3 business days, you still have not received your package , please contact us again, we will support you 

Contact at: https://moveekbuddyshop.com/pages/contact-us

           The important thing is that you have to provide the exact shipping address to let us check your order situation.

Please contact support@moveekbuddyshop.com and notify us about your problem. Please provide your order number as well as the picture of odd items received. Our customer service team will review the return request and will send back further instructions. If your item is defective, you don't need to return the item and we will resend you a replacement for free

We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will get back to you within 24 hours.

Please contact support@moveekbuddyshop.com and notify us about your problem. Please provide your order number as well as the picture of odd items received. We’ll do our best to resolve this issue to your full satisfaction.
Return and refund policy: https://moveekbuddyshop.com/pages/return-refund-policy

All items purchased on MoveekbuddyShop are custom made and printed just for you. Currently, we do not have policies regarding the return of the item. In case you have just received broken/damaged, wrong, or low-quality items; you can Contact Us right away and we will support you to get a refund or replacement without having to return them.

If you have issues with your purchases, please chat with us within 30 days. Our Customer Service team will review your request ASAP and contact you back for prompt solutions.

To get your refunds or replacement, visit the Contact Us page if:

• Not happy with your order: the product is not as described.
• Issues with the item: damaged, chipped, wrong designs or colors compared to the preview, low-quality...
• You have not received your products and the expected delivery time has passed for a while.

Please check our Refund Policy to know more about the details of each solution

We accept the following methods of payment:

- Paypal

- Credit/Debit cards (VISA, MasterCard, AMEX) (Via Paypal Payment Gateway)
* If you want to pay directly with your Credit/Debit Card, please contact us at support@moveekbuddyshop.com.
We do not accept the following methods of payment:

- Personal checks
- Money orders
- Direct bank transfers
- Cash on delivery
Please try again in a little while. If the payment is still not accepted, please check your account balance first. If your account balance is as it should be, but you still can't make the payment, please contact support@moveekbuddyshop.com and notify us about the problem.
- What type of card payment
- The announcement error from our website when checking out (screenshot of notification)

We take your security very seriously by verifying each transaction with the credit company and processing only those orders if the credit company so authorizes it. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.

Our products are set in US Dollar (USD).Please check the convert rate before completing the order.

This error typically occurs when the billing address entered does not match what is on file with your financial institution.

Firstly, please attempt your order again with updated billing information. Please be informed that you need to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification.

Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, please contact your bank to figure it out.

Some customers leave feedback that some bank cards may not be authorized to process international transactions. To serve our clients from around the world, we use an American payment processor called Paypal, a payment platform that allows for all types of payment but results in charging additional fees.

We have seen that some banks have placed a hold on international payments. We do recommend that you get in touch with your bank to understand if this is the case.

Customs policies vary widely, and some countries don't charge import fees for shipments but some others will. Tax is not included in the price on our website, which means  you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.

In fact, there are so many common reasons why your card is getting declined. If your card payment has been declined and you’re not sure why, please check the following reason below: 

Make sure it has been activated, If your card is new or recently reissued.

Review Your Card Info : 

• Double check that all of your information was entered correctly.Transposing numbers (CVV) is an easy mistake to make.
• Check the Card Expiration Date

Over Your Credit Limit : Depending on your card, if you are already over your credit limit or if this transaction would push you over it, your purchase can be rejected. While some credit cards let you go beyond your credit limit, other lenders might say no to the purchase.

Suspected Fraud : If you are making a large purchase, especially one outside your normal shopping behavior, the transaction may be flagged for potential fraud.Try to verify the transaction by submitting the code (OTP) or contact your bank and retry the process later.

Your Account Was Closed : Contact your bank or try adding a new card.

A technical error occurred : Please retry the process at a later time. 

If everything seems to be correct, call the card issuer's customer service number on the back of your card. Your credit card company may need to speak with you before they authorize your payment.

If not, you can checkout via Paypal to place an order.

If you get the double-charge but just order one purchase, the first thing you need to do is check the confirmation email. 

In case of receiving more than one confirmation email with different order numbers, which means that you placed orders. Please check the order information carefully and cancel the order you don’t want immediately. Cancel Order here: https://moveekbuddyshop.com/pages/contact-us 

In case of receiving just one confirmation email, please don’t worry, for some payment types, we use an authorization hold to verify that the money to fund your transfer is available in your account. This is only temporary — your account will not be charged twice.If you’re not sure whether a charge is an authorization hold, we recommend that you contact your bank and contact us to ask for more details.The hold should be removed within one to eight business days.