FAQ

Last updated: October 16, 2025

What is Mockzu?

Mockzu is a made-to-order apparel brand creating playful, funny, cartoon designs with real-world quality. Every item is printed just for you when you order—reducing waste and keeping drops fresh.

How are items made?

We use trusted print partners (like Printful) to produce each piece on demand. That means we start making your item after you check out. No dusty warehouse stock—just fresh prints.

How long will my order take?

  • Fulfillment (production): Usually 2–5 business days.

  • Shipping (after fulfillment):

    • USA: ~ 3–8 business days

    • Canada: ~ 5–10 business days

    • UK/EU: ~ 5–10 business days

    • International: ~ 7–20 business days
      These are estimates—holidays, customs, or carrier delays can add time.

Do you offer express shipping?

Yes at checkout (varies by destination and item). Express applies to shipping speed, not fulfillment speed.

How much is shipping?

Rates are shown at checkout and depend on item weight, destination, and carrier. In the US T-shirt orders are $4.99 and Crewneck/Hoodie orders are $8.99.

Will I get tracking?

Yes. You’ll receive a tracking email once your order ships. Tracking may take 24–48 hours to update.

What if my tracking says “delivered” but I didn’t get it?

Please:

  1. Check with household members/roommates, 2) Look around porches/mail rooms, 3) Ask your carrier/post office. If still missing after 72 hours, email shopmockzu@gmail.com with your order number and we’ll help.

What is your return policy?

Because each item is made to order, we accept returns for manufacturing defects or misprints.

My item arrived damaged or incorrect. What do I do?

Email shopmockzu@gmail.com within 7 days of delivery with:

  • Order number

  • Photos of the issue (full item + close-ups)
    We’ll remake or refund per your preference.

Can I cancel or change an order?

We start production fast. You have ~1 hour after checkout to request changes/cancellation. Email shopmockzu@gmail.com ASAP; if production has started, we can’t guarantee changes.

Will I pay customs/VAT?

Orders shipping outside your region may incur customs/VAT/fees, payable by the recipient. We don’t control these charges.

What if I entered the wrong address?

Email shopmockzu@gmail.com immediately. If the order hasn’t shipped, we’ll update it. If it’s already shipped or returned to sender, we can reship to the corrected address; reship costs are the buyer’s responsibility.

How do I contact you?

Email shopmockzu@gmail.com. We reply within 24 hours on weekdays.

Shipping & Returns

Last updated: October 16, 2025

Fulfillment (Production) Times

  • Standard: 2–5 business days from order to ship.

  • During peak seasons (Nov–Dec) or major promotions, add 1–3 business days.

Shipping Times (Post-Fulfillment)

  • USA: ~ 3–8 business days

  • Canada: ~ 5–10 business days

  • UK/EU: ~ 5–10 business days

  • International: ~ 7–20 business days
    These are estimates and not guarantees. Carriers may experience delays beyond our control.

Shipping Rates

Calculated at checkout by carrier, destination, and weight.

Tracking

You’ll receive a tracking link via email when your order ships. Tracking may take up to 48 hours to display movement.

Customs, Duties, & Taxes

International orders may incur import duties, customs fees, or VAT. These are assessed by your local government and are the customer’s responsibility. Refusing to pay may result in the package being returned or destroyed; shipping and duties are non-refundable in those cases.

Address Issues

  • Wrong/Incomplete Address: Contact shopmockzu@gmail.com immediately. If an order is returned due to address errors, we can reship to a corrected address; reship costs are the customer’s responsibility.

  • Marked Delivered but Not Received: Wait 72 hours, check with neighbors/management, then contact us. We’ll assist with a carrier trace. We’re not liable for packages after carrier confirmation of delivery, but we’ll do our best to help.

Returns & Exchanges

Because every item is made to order, we follow a quality-first policy:

Eligible for Return/Replacement (No Restocking Fee)

  • Damaged on arrival, misprint, wrong item, or major defect.
    Action: Contact shopmockzu@gmail.com within 7 days of delivery with photos. We’ll remake or refund—your choice.

Non-Returnable Items

  • Final sale items (if marked on product page)

  • Gift cards

  • Worn/washed items, or items with odors, stains, pet hair, or damage caused by use

  • Items returned outside the stated window

Refunds

  • For approved returns (defects/misprints), refunds are issued to your original payment method once processed. Banks may take 3–10 business days to post the credit.

  • Shipping paid at checkout is non-refundable unless the return is due to our error.

Cancellations & Order Changes

We can process changes or cancellations within ~1 hour of order placement. After that, production may have started and changes aren’t guaranteed.

Return Process (Step-by-Step)

  1. Email shopmockzu@gmail.com with your order number and reason (include photos for defects).

  2. We’ll approve and share the correct return facility address (varies by item/region).

  3. Pack the item securely; include your order number inside the package.

  4. Send using a trackable service; share the tracking number with us.

  5. On receipt and inspection, we’ll process your exchange or refund/remake.

Care & Quality

  • Prints may have a slight new-print scent or pre-treatment mark that disappears after the first wash.

Contact

Questions? We’re here to help.
Email: shopmockzu@gmail.com
Response time: within 24 hours on weekdays