Frequently Asked Questions (FAQ)

General

What is Mochy Kid (previously Moinarchy) ?
Mochy is the name of village where all our cartoon characters live in, including Unicorn Jaden & Mermaid Olivia.

Unicorn symbolizes infinite possibilities and has always been the mascot of Mochy Kid. The Fire Coral color scheme is spirited, adventurous and energized, representing Mochy Kid’s passion to create exciting exploratory experience. Our motto is 'Play experience worth sharing'. We want to make learning truly fun and enjoyable, allowing your kids to share their play experience with friends and teachers, and possibly enhancing the competitiveness of your kids.

It’s a guarantee, let's shape a more fruitful childhood for your happy little explorer:)
What age range is Mochy Kid for?
2-15 years old!
When does subscription box ship?
We dispatch every mid-month!

My Order

How can I edit / cancel my order?
Edit Order
You can edit your order details (including gift message) within 3 calendar days once your order is placed. After that, we’re unable to amend orders as we proceed to fill your parcel with awesomeness.

The best way is to ensure that your "Instruction / gift message" on the cart page is comprehensive and accurate when placing your order. If you need to modify your order, please let us know immediately and we'll use our best endeavor to handle it.

Cancel Order
Once an order is placed online, it is processed automatically. If you need to cancel your order, please let us know immediately and we'll use our best endeavor to sort it out.

With 100% satisfaction guarantee, we stand behind everything we sell and we want you to love your Mochy products. If you’re having second thoughts within 30 calendar days upon the arrival of your parcel, we want to make returns as simple as possible and will do our best to fulfill your preferences. Please note that you will cover all the postage costs regarding the return / exchange.
What will my child receive in the STEM Toy Subscription Box?
Each monthly box comes with:
- All needed supplies for a STEAM project
- Guide
- Mystery scratch & win card
Shop now >
Can I try just one subscription box?
Sure! The friendly "Monthly" option is definitely available.

To pamper your child, you are more than welcome to join our "6-month" or "12-month" subscription plan. You'll enjoy discount with every additional months - the longer plan the merrier.
What is the ‘premium upgrade of materials’ about?
With that add-on, your box will be upgraded to contain premium materials.
Can I gift a subscription to friends?
Sure - your recipient must be a lucky one! Simply enter your recipient’s information under "Delivery details" at checkout.
My box has a missing / damaged item.
We're very sorry to know your box traveled in a less-than-ideal state! In the rare circumstance that your item is missing or has a defect, please contact us, we’ll be happy to get it sorted straightaway.

Shipping & Delivery

Where’s my stuff?
Your order normally dispatches from our workshop within 5-8 business days upon placing of order, and takes 2-3 business days afterwards for the delivery to arrive.

For STEM Toy Subscription, your boxes are dispatched every mid-month and will normally reach you from the 18th to 24th of each month.

Please note that certain items that are sourced with our external suppliers may require additional processing. Rest assured, we always make our best effort to dispatch your order as soon as practicable. Once your order dispatches, you’ll receive a dispatch notification email.

If it has been 3 business days or more since your parcel’s estimated arrival date has passed, please get in touch and we’ll investigate this further for you.
What if I want the box to post to me first (not recipient)?
Not an issue! Simply enter your own details under “Delivery details” (instead of your recipient’s) at checkout. Please be sure to let us know the name of your recipient in the “Instruction / gift message” box on the cart page, so as to enable us to address her name in the complimentary gift note!
What are my delivery options?
Hong Kong (2-3 business days upon dispatch)
- Orders totaling below HK$500: HK$25 by post
- Orders totaling HK$500 or above: Free by post
China / Taiwan (2-4 business days upon dispatch)
From HK$30. Please reach us for further delivery information before ordering.

Overseas
We also ship to other selected countries, please reach us for further international delivery information before ordering.

NOTE: We don’t post to P.O. Boxes.
I missed the delivery, what to do now?
You will receive a Mail Delivery Notification Card ("Card"). You must bring the Card and the addressee’s HKID (or any valid travel documents) to the post office for parcel collection within 10 business days of Card issuance.
No updates on my tracking?
Don’t worry! From time to time, we'll notice that tracking details are not updated in real time as your package travels to you. Please don't hesitate to get in touch if you have any concern in mind.
My box is stated as delivered, but I haven’t received it.
Don’t worry, you can try these:
- verify the shipping address
- look for Mail Delivery Notification Card in case you missed the delivery
- check if someone else collected your delivery

Sometimes our delivery partners will update the tracking details in advance. If your parcel is incorrectly stated as delivered for 3 business days or more, please get in touch so we can examine further.

Billing

When will I be billed? How does renewal work?
You will be charged (for full plan in case of subscription) at the time of purchase without automatic renewal.
What are my payment methods?
We accept PayPal (you do not need to register a PayPal account in order to pay) and HSBC HK bank transfer.

For HSBC (HK) transfer
Account number: 405 100 4861

Upon placing order online, please make your payment within 3 calendar days (alternatively you can reach us if you wish to request for an extended payment period); otherwise your order will be cancelled automatically.

Upon payment, please submit your bank-in slip via email at hello@mochykid.com or WhatsApp (852) 9307 1121 as soon as practicable for our issue of order confirmation email.

My Account / Technical Matters

I’ve forgotten my password!
Reset a new password here.
Can I change my delivery address / name?
1. Log in and select "View Addresses" under Account Details.
2. Select "Edit", amend your name or address, and click "Update Address".
How to change my email address / settings?
Email Address
Please drop us a note, together with both of your currently registered email and new email in the message body.

Email Settings
By default, email order confirmations and optional marketing messages are sent to your email. You can change your email settings either:
- at checkout.
- by using the unsubscribe function contained in the email.
- drop us a note, together with a description of the communications you no longer desire to receive in the body of the email.
I got an error message while placing order.
Upon each successful order, you will see a confirmation page with your order reference number (e.g. "Order MIY#20818"). If such confirmation didn’t pop up, your payment is unable to go through and you should place your order again.

Still having problem? Please take a screen shot of the error and reach out to us with details, we’ll quickly help you troubleshoot.
I can't enter my payment details?
Try these quick fixes:
- Install Google Chrome for optimized compatibility.
- If you use Internet Explorer, click the icon that looks like a torn sheet of paper to the right of your URL bar. Refresh the webpage.
I’ve issues viewing the website.
Tips for Desktop Site
❤ Google Chrome:
1. Hit the Menu icon , press "Settings", "Privacy", "Clear browsing data".
2. Select the relevant options to clear your cache and cookies. Click "Clear browsing data" again. Quit and reopen Chrome.
OR
1. Press Ctrl+Shift+N to browse with Incognito mode.

❤ Internet Explorer:
1. Hit the Tools icon , press "Internet options".
2. On "General" tab, beneath "Browsing history", click "Delete".
3. Un-check "Preserve Favorites website data", check "Temporary Internet files and website files", "Cookies and website data" and "History".
4. Click "Delete", then "OK". Quit and reopen browser.

Tips for Mobile Site
❤ iOS (Safari):
1. Hit the Home button, press "Settings", then "Safari".
2. Select "Clear History and Website Data" and "Clear History and Data". Quit and reopen Safari.

❤ iOS (Chrome):
1. Hit the Menu icon , press "Settings", then "Privacy".
2. Select the relevant options to clear your cache and cookies. Quit and reopen Chrome.

❤ Android:
1. Hit the Menu icon , press "History", then "Clear Browsing Data".
2. Tick the relevant boxes, select "Clear". Quit and reopen browser.

Others

I love the content of my box, how to purchase extra items from the box?
A range of selected items from your box are available for purchase, simply visit our shop to double up your joy!
Can I place my STEM Toy Subscription on hold?
Certainly! Simply notify us by the 1st of the month you'd like to take your subscription break, we’ll help to postpone your next delivery until the month after.
I received multiple STEM Toy Subscription boxes.
Your kid must be a lucky munchkin! If you are a current box subscriber and got extra subscription as gift, please let us know and we’ll extend your subscription accordingly.

E.g. You have an active 6-month subscription plan and received an extra 1-month gift from friend in March, you’ll get the 1-month gift from April, without being billed. Your own 6-month plan will resume in May.

How does personalization work?
Every product stating "personalizable" in the title is customizable.

After adding the item to your cart, simply tell us the characters you’d like to embroider (up to 5 English letters & numbers, including space) in the "Instruction / gift message" box on the cart page.
Can I pay with any currency?
The currency you'll be paying at checkout will be in Hong Kong dollars.
Do you support nonprofit organizations?
Surely - for a worthy cause. We are working with nonprofit organizations that help underprivileged children and families, so every subscription purchase helps fund our next generation in need!
How to get in touch for partnership / media inquiries?
We embrace every potential partnership and opportunity to be part of an event! Please submit your products / cooperation ideas to hello@mochykid.com.

 

 

Need further help? We are here for you:

Drop us a note: here

Email us: hello@mochykid.com

Call / WhatsApp: (852) 6776 8724 Mon to Fri 11am - 7pm HKT