At MocoQueen, we care deeply about providing a smooth and enjoyable experience for every customer. ? If you have any questions about your order, shipping, or lenses, we hope this FAQ will help. And if you ever need personal assistance, please don’t hesitate to contact our friendly support team — we’re always happy to help you!
Order Questions
Q1: Can I modify my order?
A: If your order hasn’t been shipped yet, we’re happy to help you make changes, including updates to the shipping address, lens power, color, or quantity. Please email us as soon as possible with your order number and the changes you need. We’ll confirm your update as soon as we can ?
Shipping & Delivery
Q2: When will my order ship?
A: We usually ship orders on the next business day after receiving them. Once your order ships, you’ll receive a shipping confirmation email with a tracking number. (Please check your spam or junk folder just in case.) During holidays or peak seasons, shipping may take slightly longer — thank you for your patience?
Q3: I paid for express shipping, but my package hasn’t arrived?
A: We’re so sorry for the delay ? Even with express shipping, delivery times may be affected by customs clearance, weather conditions, or carrier delays. Please keep an eye on your tracking information and feel free to reach out to us if the tracking hasn’t updated for a while — we’re always here to assist
Q4: My package was returned to sender. What should I do?
A: If you see that your package has been returned to sender, please email us with the following details so we can assist you promptly:
- Your order number
- The tracking number
- A screenshot of the return tracking status
- Your correct and complete shipping address
We’ll help you investigate and work out the next steps together ✅
Contact Lens Questions
Q5: My lenses feel uncomfortable. What should I do?
A: We’re truly sorry you’re experiencing discomfort ? For new or long-unworn lenses, we recommend the following steps:
- Soak the lenses in fresh contact lens solution for at least 24 hours
- Gently clean the lenses using your fingertips
- Try wearing them again after cleaning
If the discomfort continues, please stop wearing the lenses immediately and contact us. If possible, send us a photo or a description of how they look or feel when worn — we’ll do our best to assist ?
Q6: My lenses are torn or damaged. Can I still use them?
A: For your eye health, we strongly advise against wearing any lenses that are torn, ripped, or deformed. If you find your lenses are damaged upon opening, please stop using them and contact us with photos. We’ll assist you from there.
Q7: How long can I wear the lenses? Any tips for beginners?
A: Our lenses are designed for 3 months of use after opening. For daily wear, we recommend wearing them for 6 to 8 hours maximum.
?️ If you’re new to contact lenses, here’s a suggested wearing schedule:
- Day 1: No more than 2 hours
- Day 2: Up to 4 hours
- Day 3 and onward: Slowly increase to 6–8 hours
Be sure to clean your lenses and case daily with fresh solution to keep everything safe and comfortable.
Q8: What is the UV version? Does it come with prescription?
A: The UV version is a non-prescription cosmetic lens, mainly for decorative purposes. If you need vision correction, please select the “Prescription” option and provide your left and right eye powers at checkout. ✨
Q9: I selected different powers, but received the same power for both eyes?
A: We’re truly sorry for the mix-up. If you selected different powers at checkout but received matching lenses, please send us your order number and a photo of the packaging. We’ll look into it right away and assist accordingly.
Other Questions
Q10: I made a mistake in my email address — will it affect my order?
A: No worries! ? Your order will still be shipped to the delivery address you provided. If you'd like us to update your email so you can receive tracking updates, just let us know — we’ll be happy to update it for you.
Q11: The product I received looks different from what I ordered — what should I do?
A: If the color, style, or prescription of the lenses you received doesn’t match your order, please take a photo and contact us. We’ll look into the issue right away and help resolve it as quickly as possible♀️
Return Policy
We accept returns for unopened and unused items only. Please kindly note:
- Items must be in their original packaging
- Customers are responsible for return shipping
- Refunds will be issued minus the original shipping and handling costs
To avoid unnecessary returns, please double-check your lens color and prescription details before placing your order. If you're unsure, we’d be happy to help before you check out ❤️
International Orders & Customs
For international orders, packages may occasionally be delayed during customs clearance, especially in countries such as Brazil, Mexico, and others in South America or Asia. If your tracking shows the package has reached your country but hasn’t updated for several days, we recommend contacting your local postal carrier or customs office directly.
Please make sure your shipping address is complete and accurate, including your zip code and contact number, to avoid delivery issues. If a package is returned to us due to customs or delivery failure, we will contact you to help arrange next steps.
Still have questions?
We’re always happy to help! If you need any further assistance, you can contact us directly by filling out the MQ Customer Service form — it’s the best way to reach us with your order number and details.
We’ll do our best to assist you with patience, care, and kindness.