Frequently Asked Questions (FAQ)
How long does it take to process an order?
The processing time is the period required to prepare your order before shipping. For all products available on modnaro.com, the processing time is between 2 to 5 business days.
✔️ 97.66% of orders are shipped within a maximum of 5 business days, and over 50% of orders are dispatched within 3 business days or less.
👉 Please note:
The processing time does not include shipping time. To estimate when your order will arrive, you need to add the processing time to the expected delivery time. You can find detailed shipping information on our website when choosing your delivery method.
Our average processing times are calculated based on data from the last 30 days. Please be aware that these estimates do not account for any delays due to pending payment or order holds.
For larger orders, processing may take slightly longer. However, we always aim to complete all orders within a maximum of 5 business days.
What happens if my order is lost during shipping?
If your order is lost in transit, please submit a claim no later than 14 days after the estimated delivery date. Don’t worry! In such cases, we will cover the costs of preparing and shipping a replacement order.
Before we send a replacement, we may ask you to:
Verify that the shipping address provided was correct.
Check with the courier to confirm that the package is indeed lost.
Please note:
If tracking information indicates that your order was delivered, but you have not received it, we are not responsible for the lost package. In this case, any replacement or re-shipment costs will be at your expense.
I see that my order was returned to the sender. What should I do?
Orders may be returned to us for several reasons, usually due to:
An incorrect or incomplete delivery address.
Failure to collect the parcel in time.
Issues at customs.
Refusal to accept the package.
Once we receive the returned package, we will notify you. If you would like the order to be re-shipped, please provide us with an updated delivery address.
👉 Please note: Any costs associated with re-shipping orders that were returned due to incorrect address details, unclaimed packages, or refusal to accept the delivery will be at the customer's expense.
What if the product is damaged during shipping?
If your product arrives damaged, please contact us immediately. Send photos of the damaged item to:
📧 info@modnaro.com
After reviewing your claim, we will happily send you a replacement product at no additional cost.
How long do I have to submit a return or exchange claim?
Claims for incorrectly printed, damaged, or defective products must be submitted within 30 days of receiving your order.
For lost shipments, claims must be filed no later than 30 days after the estimated delivery date.
Can I return a product if I change my mind?
Yes, you have 14 days from the date of receiving your order to request a return or exchange.
Returned products must meet the following conditions:
Unused and in their original packaging.
In the same condition as received.
Free of any signs of wear.
👉 Please note: Certain products, such as underwear, swimwear, baby bodysuits, and any item that comes into contact with bodily fluids, are non-returnable if their packaging has been opened, in accordance with our return policy.
Summary of our return and refund policy:
You have 14 days to request a return or submit a claim.
Claims for damaged or incorrectly delivered products must be made within 14 days of receiving your order.
If a parcel is returned due to an incorrect address or failure to collect, the re-shipping cost will be at the customer’s expense.
Products must be returned in an unused condition and in their original packaging.
Underwear, swimwear, and baby bodysuits are non-returnable once the packaging is opened, due to hygiene reasons.
Need further assistance?
If you have any additional questions, feel free to contact us at:
📧 info@modnaro.com
We’re happy to help! 😊