FAQs

TUTU MOKEY accepts payment by Visa, Mastercard, American Express, and Discover credit cards.  Alternatively, you may use Paypal to make your payment. We do not accept COD order, cash, or personal checks. During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

I HAVE QUESTIONS ON MY CHARGE/ORDER.

Click the ''My Account'' icon at the top right hand side of our site to review your order history with your financial records. If you have further questions or concerns, please contact customer service via email to tutumokey@jypopcollections.com for further assistance.

HOW TO TRACK MY ORDER? 

We will send your order tracking number to the email address used to place the order once your order has been shipped. You can look up your order using the "Track My Order" page. 

If you have an account, you can log in here and review your order history and check on your order status.

WHEN WILL MY ORDER BE SHIPPED?

Due to the higher than normal volume, current handling time is 3-7 business days for all orders.

We process all orders 7 days a week excluding holidays. If order is placed over the weekends, it will be processed and shipped on the following working day.

 If you do not receive a tracking number within 3 days business days please notify us right away so that we can check on your order. 

DO YOU SHIP TO WHERE I LIVE?

Please contact our customer service team via email for a shipping quote if you need more information.

WHERE IS MY ORDER SHIPPED FROM?

We have two warehouses, one is located in United States, the other one is in China.

Your order will be shipped from either one of the warehouses depends on the item and destination.

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

The delivery time varies, especially under this crazy delivery chaos. You will see the estimated delivery time when you choose the delivery options at checkout.

Pro Racket Sports cannot guarantee when an order will arrive sent by free shipping. All information is only an estimate. We encourage you to order in a timely fashion to avoid delays caused by holidays, shipping or product availability. 

If you require them to arrive quicker than regular time frame please contact shop@tutumokey.com for an Express shipping quote. 

DO I HAVE TO PAY FOR DUTY TAX?

Your country may charge taxes and duties on international orders. These taxes and duties will be the customer's responsibility.

I DID NOT RECEIVE MY PACKAGE. WHAT CAN I DO?

If you did not require your signature during your package delivery, TutuMokey Store will not be liable for all lost packages delivered with no presence of recipients or was left at the front door by the courier. To make sure parcels are delivered to you even without requiring your signatures, please make sure that you are present in your shipping address during the time of delivery.

Your parcel tracking status will be updated from time to time to keep you posted on your package delivery status.

Please note that we do not have more information than what you see on the tracking page.

MY MERCHANDISE IS DAMAGED DURING SHIPPING. WHAT CAN I DO?

When receiving your packages please check to make sure there is no damages from the delivery. If there is any issues please let us know right away. If nothing is reported within 7 days that you received the package we will no longer accept claimants.

Please have the following documentations ready when you try to file a claim:

1. Pictures of package

2. Pictures of the merchandise clearly showing the damage

3. Your order number.

Please send the information to tutumokey@jypopcollections.com. Upon verification, our team will contact you on your next steps.