Returns & Exchanges

Due to the perishable nature of our premium mochi ice cream, we cannot accept returns once the product has shipped. If your order arrives damaged or melted, please contact our support team within 24 hours of delivery for a full replacement or refund.

1

Document the Issue

Take clear photos of the packaging, the dry ice status, and the product condition immediately upon arrival to help us process your claim.

2

Contact Support

Email our customer care team at hello@mochidoki.com with your order number and the photos of the damaged items.

3

Internal Review

Our quality assurance team will review your submission within 1-2 business days to verify the shipping delay or temperature compromise.

4

Resolution

Once approved, we will either issue a full refund to your original payment method or ship a fresh replacement order at no additional cost.

📅

30-Day Window

Return within 30 days of delivery

📦

Free Returns

Prepaid shipping label provided

💳

Fast Refunds

5-7 business days processing