Moopy accepts several forms of payments for your shopping convenience, including both domestic and international versions of the below cards:

• Visa
• MasterCard
• Shop pay
• Apple Pay
• Google Pay
• PayPal

We value our customers’ privacy just as much as you do. Transaction information and your credit card details will be encrypted, and nothing can be examined, used or modified by third parties.

If you suddenly change your mind after placing an order, please contact support@moopyonline.com within 24 hours to cancel your order. If it exceeds 24 hours, we cannot cancel the order for you. Since this is an international shipment, once the package is processed by the logistics company, it cannot be returned.

Please email support@moopyonline.com. Our customer support team will help you out as soon as possible.

To modify your address, kindly contact our customer support team at support@moopyonline.com as soon as possible. If your order has not yet been shipped, we might be able to assist you in changing the address.

Please note that any modifications related to the quantity or products are not permitted once the order has been placed.

A shipping address can be different from a billing address. During checkout, you'll have the option of entering a new shipping address (different from your billing address).

As soon as your order ships, you will receive an email notification with the tracking number, delivery estimate, and tracking URL.

After you have successfully paid for your order, you will receive a confirmation email. It is important to enter a valid email address and to check the spam folder as well. If you do not receive a confirmation, please contact us.

As of right now, we only have an online shop, no physical locations.

As of now, we only deliver to Singapore and Australia and offer free shipping on orders over $49.

Please refer to the rates and delivery time for each destination below. Free Shipping for orders over $49. The estimated delivery timeframe excludes the packing of your order after purchase confirmation.

By placing an order, you agree to pay any shipping fees.

Australia: 
Shipping fee $8.75
Order over $49: Free
Delivery time (Business days): 8 -14

Singapore:
Shipping fee: $8.75
Order over $49: Free
Delivery time (Business days): 3 - 5

The actual delivery cost will be shown on the checkout page and might change depending on the package weight.

Note: Your order will be shipped within 1-3 days after payment. You will receive a tracking number and Tracking URL via email.

Packages that arrive at their international destinations are subject to customs clearance procedures which may cause a delay in the original estimated delivery timeframe.

Usually, there is no need for you to pay taxes on your package, as we will adjust the value to a lower amount for customs clearance. However, in the event that customs decides to inspect your package and deems it taxable, there may be additional fees that will be charged to you, the customer. These fees must be paid by the customer.

Upon arrival at their international destinations, packages are subject to customs clearance procedures, which may delay delivery.

We strive to ship every order on time. Occasionally, public holidays may cause slight delays. Additionally, there might be some unforeseen circumstances related to local customs or logistic partners. Please email support@moopyonline.com if you have any further questions.

We are unable to deliver to these addresses due to our courier's restrictions.

Within 30 days of receiving your order, you may return the item/s if you change your mind. To be eligible for a return, your item/s must be in the same condition you received it. It must be unworn or unused, with tags attached, and in its original packaging. You will also need a receipt or proof of purchase. 

You will be responsible for covering the shipping charges for change-of-mind returns, and a 20% restocking fee will be deducted from your refund.

While we strive for top-notch product quality, there may be instances where something slips through the cracks. If you receive a defective product or an incorrect order, please send it back to us within 30 days of delivery, and we will provide you with an exchange or a full refund including shipping fees.

Exceptions / Non-returnable Items

1. Non-returnable factors include products that you have used for a while but don’t like. Product damage is caused by human factors such as intentional scratches or other intentional damage during the warranty period.
2. Personalized items, used items, or gift cards are non-returnable, non-refundable and non-exchangeable.

To initiate a return, contact us at support@moopyonline.com and provide photos, including your merchandise invoice and backpack/s. If you cannot send an invoice, please include a copy of your receipt within 30 days of receiving your package (we cannot process returns or refunds after 30 days). We will not accept items returned without first requesting a return.

Our customer support team will get back to you within 1-2 working days.

For more details, please view our Returns and Refunds Policy

Your 30-day return period starts after you receive your item/s.

If you return an item within the 30-day return period, you will be responsible for shipping costs. Each returned item is subject to a 20% restocking fee; this fee will be deducted from your refund. Duties and taxes are non-refundable.

When we receive your return package, it will undergo an inspection process that usually takes about 7 business days. If your refund is approved, please keep in mind that funds will be processed back in the same way they were paid to Moopy, i.e. back to your Credit Card or PayPal. For credit cards, depending on your card issuer’s policy, it may take up to 3 to 14 business days for the refund to appear on your account. 

If your order is cancelable and paid by credit card, the bank will charge a fee of 2-5%. 

Our products, materials and processes are a source of pride for us. Every Moopy backpack and accessosories comes with a warranty, ensuring protection against any manufacturer defects when used responsibly. It’s important to note that this warranty only applies to products purchased directly from the official Moopy website.

1. Damages resulting from normal wear and tear, improper use, abuse, negligence, or accident. "Normal wear and tear" includes the damage to zippers and buckles that is expected due to normal use over time. All fabrics are subject to scratches, dents, rips, tears, loose threads, edge paint peelings, stains or fading that occur through normal use of the product and do not impair the functionality of the product. These are not defects.
2. Damage that occurs from improper maintenance, washing, or cleaning as well as damages that are the results of attempted self-repair.
3. Damage that is caused by exposure to extreme temperatures, solvents, acids, or water.
4. Any product sold by an authorized third-party vendor, retailer, or website that is not Moopy (https://moopyonline.com). The same applies to any backpacks sold by an unauthorized party such as second-hand dealers or resellers.

Our backpacks are backed by a 1-year warranty and accessories are backed by a 90-day warranty (from the date of purchase).

To initiate a claim, kindly forward an email to our dedicated customer support team at support@moopyonline.com, utilizing the email address from which the product was originally purchased. Please include your order information and provide detailed descriptions of the damage. Including photographs displaying the fault would significantly expedite the claims process. 

At Moopy, we retain the authority to make the final determination regarding warranty claims, ensuring fairness and reliability.