Frequently Asked Questions
Can't find what you're looking for? Email us at support@motilun.store and we'll get back to you within one business day.
Orders and shipping
Where do you ship?
We currently ship to the United States, Canada, the United Kingdom, Ireland, Australia and New Zealand.
How long will my order take to arrive?
We process orders within 1 to 3 business days. After that, delivery usually takes 7 to 12 business days to the United States, and 8 to 15 business days to Canada, the UK, Ireland, Australia and New Zealand.
How much does shipping cost?
Shipping is free on orders over $49. For smaller orders, it's a flat $4.99 in the United States and $9.99 everywhere else we ship.
How do I track my order?
As soon as your order ships, we'll email you a tracking number and link. The first tracking update can take 2 to 3 business days to appear, so don't worry if it looks quiet at first.
Will I have to pay customs or import fees?
Not for orders shipped to the United States. Import duties are covered before your order leaves our fulfillment partner. For other countries, your local customs office may charge import taxes or duties, and these are the buyer's responsibility.
Can I change or cancel my order?
Email us as soon as possible. If your order hasn't been processed yet, we'll update or cancel it for you. Once an order has shipped, it can't be changed, but you can still return it under our Refund Policy.
Returns and refunds
What is your return policy?
You have 30 days from the day your order is delivered to request a return. Items need to be unused, in the same condition you received them and in their original packaging. You'll find all the details in our Refund Policy.
How do I start a return?
Email support@motilun.store with your order number and the item you'd like to return. We'll reply with instructions and the return address. Please don't send anything back before contacting us, because returns sent to the wrong address can't be accepted.
Who pays for return shipping?
If you've changed your mind, return shipping is on you. If an item arrives damaged, defective or isn't what you ordered, it's on us, and in many cases you won't need to send anything back at all.
When will I get my refund?
Once your return arrives and we've checked it, we'll email you and send the refund to your original payment method, usually within 5 business days. Your bank may need a few extra days to post it.
What if my item arrives damaged or wrong?
We're sorry about that. Email us within 7 days of delivery with your order number and a photo of the problem, and we'll send a replacement or a full refund.
Products and payments
Are your products safe to use?
Every product page explains how to use the product and includes any safety notes. Our products are made for general wellness and aren't intended to diagnose, treat, cure or prevent any disease. If you're pregnant, have a medical condition or use a medical device such as a pacemaker, please check with your doctor before use.
Which payment methods do you accept?
You can pay with all major credit and debit cards, plus the other secure options shown at checkout. Payments are encrypted and processed by Shopify, and we never see or store your full card details.
Is my personal information safe?
Yes. Our store runs on Shopify, which uses industry standard encryption to protect your data. You can read more in our Privacy Policy.
Still have a question?
Email us at support@motilun.store or visit our contact page. A real person will get back to you within one business day.