FAQ
MOAB · Help
Frequently Asked
Questions
We've gathered the most common questions, from ordering and sizing to delivery and returns. If you can't find the answer you're looking for, feel free to contact us.
Order
Shipping
Returns
Product & Size
Order
01How can I track the status of my order?
When your order is shipped, your tracking number, if available, will be shared with you via email or SMS.
You can contact us with your order number for support regarding your order.
02Can I make changes after placing an order?
If your order has not yet entered the preparation or shipping process, we can assist you with changes.
Simply contact us as soon as possible.
03Can I cancel my order?
If your order has not yet been shipped, we can evaluate your cancellation request. If the order has already been shipped, it may need to proceed through the return process.
Shipping & Delivery
01How long does it take for orders to be shipped?
The preparation time for standard orders is usually 1–3 business days. This period may change during campaign and peak seasons.
02Is shipping free?
Free shipping applies to orders of ₺1,500 and above. Current campaigns and shipping conditions are shown at checkout.
03What should I do if my package arrived damaged?
If the package or product arrived damaged, contact us as soon as possible without using the product.
You can share photos of the package and product along with your order number to speed up the process.
Returns & Refunds
01Can I return my product?
For orders that meet the eligibility criteria, you can initiate a return request within the statutory withdrawal period from the delivery date.
For details, please review our Refund Policy.
02When will I receive my refund for the returned product?
Return and refund processes are carried out in accordance with relevant legislation and our return policy.
After the payment is sent to your bank, the time it takes for it to reflect in your account may vary depending on your bank.
03Can I exchange for a different size?
If you've experienced a sizing issue, please contact us with your order number. We will try to offer you the best solution based on product and stock availability.
Product & Size
01How can I choose the right size?
We recommend comparing your pet's chest, neck, and back measurements with the size chart on the product page.
If you are between two sizes, you can contact us to help you choose based on the product's fit.
02How should I care for the products?
Care conditions for each product may vary depending on its material. For the most accurate information, check the care instructions on the product page or the product label.
03Will out-of-stock products be restocked?
Some products may be restocked, while some collections may be produced in limited quantities.
You can follow updates on product pages, the MOAB Community, and our social channels.
Didn't find the answer?
We are here.
Send us your order number and question. This way, we can find the issue faster and assist you.