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FAQ

Customization Notes

1. How does customization work?

Simply upload your photo and choose your preferred art style. Our artists will transform your image into a personalized cartoon artwork printed on your selected product.

2. What kind of photo should I upload?

Please upload a clear, front-facing photo with good lighting. Avoid blurry or heavily filtered images. The better the photo, the better the result!

3. Can I preview the artwork before it's printed?

By default, we don’t provide a preview. But don’t worry — our creative team is dedicated to capturing every detail with care. If you have specific requests, feel free to contact us.

Payment Information

1. What payment methods can I choose?

We accept all major payment methods, including PayPal, MasterCard, American Express (AMEX), Discover.

2. Do you have cash on delivery (COD) service?

Unfortunately, we don't support COD service. Instead, we do have a complete after-sale policy. Please be reassured and enjoy your shopping.

3.Do we have to pay in dollars?

The currency on our website is U.S. dollars by default.

Delivery & Shipping

1. What are MONOCI’s shipping options?

We take pride in providing a range of secured local and worldwide shipping options. Please note that the time frame in Shipping & Returns policy is stated in business days, excluding weekends and public holidays. Please note that we currently do not accept designated shipping carriers. All shipments will be arranged based on our optimized logistics network to ensure timely and secure delivery.

2. How long will it take to process my order and receive my order?

Our delivery time includes both order processing and shipping. Each item is made to order, and we typically ship within 3 to 7 business days after the order is placed. We will do our best to ensure your order is delivered within two weeks, but due to circumstances beyond our control—such as public holidays, severe weather conditions, customs clearance delays, or international transportation disruptions—we cannot guarantee delivery on a specific date. Please allow sufficient time for production and shipping when placing your order to ensure timely delivery.

3. How do I change my shipping address?

To change your address before an order has shipped, please contact us via online chat tool or at support@monoci.com. Please provide your order number and correct shipping address for us to change for you as soon as possible. If your order is already dispatched to you, unfortunately, we cannot change the shipping address for you from our end. Please find the shipping details and contact MONOCI service team and we will provide solutions for you or if you may pick up the parcel at the original address

4. How to find a missing package that shows as delivered?

Most parcels arrive on time. Occasionally the tracking may show as delivered, but you don't have your parcel. If the tracking for your parcel shows it as delivered, but you haven't received it, please try the following: 1. Please confirm the address you submitted is correct. 2. Look for a notice of attempted delivery. 3. Look around the delivery location for your package. See if someone else in the house accepted the delivery 4. Your parcel may have been left with a neighbor or in a safe place like a porch or garage. 5. Please contact your local post office to check if your package is lost. If so, please ask them for a file document to prove it.

5. What if the order is lost or damaged?

Please contact our customer service team and provide your order number. We will be happy to assist you.

Order Details

1. Where is my order? How can I track it?

Please register and sign in your MONOCI account. You could view all your orders and track the order status via “My Orders” in the account center. If you wish to check your order immediately, please click here to view your order.

2. How to change or cancel the order after submitting the order?

Production of your personalized item will begin immediately after we processed your order. Please contact our customer service immediately via online chat tool or drop us an email at support@monoci.com. We will stop the order if it is still possible. If your request of change or cancel order is over 24 hours since it's placed, and the order is already in production, a 30% of the item amount will be charged. We do aim to ship your orders as soon as possible. Therefore, your order may already be in transit. In this case, unfortunately we will not be able to change or cancel your order. However, please contact our customer service team, who will do their best to accommodate your request.

3. How can I change my inscription?

If you have already placed your order, but you selected the wrong product or want to change the personalization details, please contact our customer service team immediately. We are happy to assist you. Within 24 hours from order placed: All you need to do is just contact us with the revised inscription. We will assist you to modify your inscription immediately, free of charge. Exceed 24 hours from order placed: Your order has been put into production. We could still help you with the change of inscription. Please note: any change of personalized details that exceed 24 hours after the order being placed would require an extra 30% re-personalized fee. Once the product has been shipped, we are unfortunately unable to make any changes. So please double-check your order details carefully before confirming your purchase.

Received Item Issues

1. I'm missing an item from my order, what should I do?

We're sorry to hear that an item is missing!! Please check your order details on your order confirmation to ensure that the details are correct and as you ordered. We may have sent your items in separate parcels, so please check your orders to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to ensure you're not missing anything. If an item is missing, please contact our customer service team with your order number, the missing item's name, and a link to the item page if you have it. We will resolve this issue for you as quickly as we can.

2. I received an incorrect item, what should I do?

We are sorry to hear that your order is faulty! If this occurs, we will do our best to sort this out right away. Please check your order details to ensure that the order was placed correctly with your chosen personalization. If the mistake is ours, we are happy to rectify our mistake and offer a free replacement item for you. We will assist you with any issues, please don’t hesitate to contact our customer service team and include Your Order Number, photos of the incorrect item. Please help to explain how the item was supposed to look like. Rest assured that we will resolve this issue for you as quickly as we can.

Return & Refund

1.Return policy (30 Days Return)

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Returns are accepted under the following conditions:

– You received the wrong item or the item is different from what you ordered.

– The product is damaged or defective upon arrival.

– There is a confirmed production error (e.g. incorrect personalization).

– You received an incomplete order (missing item).

To start a return, you should contact us at support@monoci.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

2.How long will it take to process the refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Thank you for your patience.

3.Will you refund to my original account or another account?

The refund will be returned to the original account you used to pay for the order.

4.Situations where returns arre not accepted

- We do not accept returns once your personalized item has entered production or has already been shipped.

- As all products are made to order based on the customer’s photo and style selection, we cannot accept returns due to personal preferences such as style, color, or artistic interpretation.

- If incorrect or unclear information was provided during the ordering process (e.g. blurry photo, incorrect spelling), we cannot offer a refund or return.

- Return requests must be submitted within 30 days of receiving the product. Late requests will not be accepted.

General Information about MONOCI

1.Is it safe to place an order online?

We uses a variety of security precautions to protect your personal information from unauthorized use. We assure you that our website is safe, and we have implemented the most advanced security measures. Customer safety and privacy are always our top priorities.

2.Do you have any retail locations?

Currently, we focus on our online services and do not have a physical store.

3.Where does your company locate?

Taihe City Plaza, No. 6 Banzhong Road, Xindian Town, Jin'an District, Fuzhou City, Fujian Province, China

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FAQ

Customization Notes

Payment Information

Delivery & Shipping

Order Details

Received Item Issues

Return & Refund

General Information about MONOCI

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