FAQ & Help

SHIPPING

 

WHAT COUNTRIES DO YOU SHIP TO?

We offer tracked delivery to all 50 states in the United States.

We also ship to: Belgium, British Indian Ocean Territory, Canada, Caribbean Netherlands, Croatia, Denmark, Estonia, France, Germany, Greece, Hong Kong SAR, India, Israel, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Netherlands, Poland, Romania, Singapore, Slovakia, South Korea, Sweden, Switzerland, United Kingdom, Finland, Malta, Australia, Hungary, Ireland, Japan, New Zealand, Portugal, Slovenia, Spain, Austria, Bulgaria, Iceland, Norway, Saudi Arabia, Taiwan, Thailand, United Arab Emirates, Mexico, Türkiye, Gibraltar, Belarus, Brunei, China, Jordan, Kazakhstan, Kuwait, North Macedonia, Philippines, Qatar, Argentina, Peru, Chile

 

HOW MUCH DOES SHIPPING COST?

Shipping costs for orders shipped in the United States will be a flat cost which you will find when you place your order. To find out how much your order will cost, simply add the item you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed. Additional shipping charges may apply to remote areas or for large or heavy items. You will be advised of any charges on the checkout page. 

International customers are required to pay any relevant duties, customs, or taxes associated with their country. You will see international shipping prices at check-out.

 

 

WHY IS THE INTERNATIONAL SHIPPING FEE MORE THAN DOMESTIC?

Each international box is shipped with Priority Express International Shipping and is fully insured and trackable.

 

 

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

If you are located in the USA, you will receive a shipping notification when your order is dispatched via DHL, Fedex, or USPS along with a tracking number. At that point, your order will arrive within 3 to 7 business days. 

If you are an international customer (outside the USA), you will receive a shipping notification when your order is dispatched via the post office along with a tracking number. At that point, your order will arrive within 5 to 10 business days. Please be aware that international packages may be delayed by customs in your country and that you are responsible for any associated import fees.

 

 

I RECEIVED MY TRACKING LINK, BUT IT HASN'T MOVED IN A WHILE. WHAT SHOULD I DO?

We ask that you do keep an eye on your tracking, as it may update as soon as possible.

However, if your tracking link says "Pending" or your delivery date has not updated in over 10 business days, please reach out to our customer service at poppyplaytimesupport@mobentertainment.com so they can take a closer look.

 

PAYMENT

 

WHAT CURRENCY DO YOU CHARGE IN?

All orders are processed in U.S. dollars.

 

  

WHAT PAYMENT METHODS ARE AVAILABLE?

We accept PayPal, Shop Pay, Google Pay and credit cards such as Visa, MasterCard, American Express, and Discover.

   

EXCHANGES AND RETURNS

I RECEIVED A BROKEN OR DAMAGED ITEM. WHAT SHOULD I DO?

Any damages, refunds or replacement requests must be requested within 30 days of receiving your shipment. Due to inventory changes, we do not guarantee that all requests will be accommodated as requested. Once processed, you will be asked to verify your shipping address and you will receive new tracking information.

You may reach out to our customer service attaching photos or videos of your damaged product in an email with the full name and email associated with the account. We will be able to replace the item/s unless the item is not in stock, then we will offer a refund for the damaged item. Send an email with a picture of the damaged item to: poppyplaytimesupport@mobentertainment.com 

 

 

I RECEIVED THE WRONG SIZE APPAREL FOR MY ORDER. WHAT SHOULD I DO?

Depending on apparel availability, our customer service team will be able to help. Please send an email to poppyplaytimesupport@mobentertainment.com.

 

 

HOW LONG DO RETURNS TAKE TO PROCESS?

Returns take 3-5 business days to be processed.

 

 

HOW LONG DOES IT TAKE FOR A REFUND TO PROCESS?

If you are receiving a refund through your bank, it should take 7-10 business days for it to process.

We may have to refund you through a PayPal account, store credit via a gift card/discount, or through reward points. *The reason why we offer these as ways to refund you is due to the timeframe since you last made your order.

If you are receiving a refund through PayPal, it should take 5-7 business days for it to process.

Please note: We are not responsible for the payment of the return shipping. However, if you are exchanging an item for another one, the new item will be shipped back to you for free. If the item doesn’t fit and you would prefer a refund we will credit you back on the card you used for the purchase. However shipping costs will not be refunded.