Customer FAQs
Where is my order made?
Our gifts are produced by our super talented team in North Carolina, USA.
Why hasn't my order arrived yet?
All our gifts are dispatched in line with the dispatch times contained on each product page (please note - all dispatch times quoted on our website are estimated).
Once dispatched, our gifts are then delivered straight into the carrier system i.e. USPS, DHL, UPS etc. Once the gifts have been dispatched, we are unable to control the delivery process. If your order has been dispatched and the estimated delivery date has passed, we recommend that you ask your local postal service carrier if they've tried to deliver it or check with your neighbors to find out whether the package has been left with them. If you still have not received your item, we will do whatever we can to try and rectify any problems caused by the delayed delivery.
Please also be aware that if you have ordered multiple items with the same delivery option and delivery address, that they may be dispatched together or separately.
Please make sure you allow enough time for your gifts to arrive. It's always better for a gift to arrive 1 day early than 1 day late. It’s also advisable to check the status of your order in by logging in and viewing your order history.
I am having Technical Difficulties!
If something strange happens or you receive an unexpected error message while you are using the site, please make note of the following points and contact us.
· Where were you on the site?
· What were you doing immediately before it happened?
· If you received an error message what did the complete text say?
· Do you have a screen shot of what happened?
The more information you can give us, the quicker we will be able to identify the problem.
Before going live, new functionality on the site is checked thoroughly with as many combinations of Internet Browsers and Operating Systems as possible. However, there are thousands of combinations and sometimes problems slip through the net. If this is the case, we will try to fix the error as quickly as possible. There are a few very old and rare browsers that we just can't support because they don't have enough functionality to allow the site to work. In these cases we recommend upgrading to a newer browser. It's easy and free and it will make it easier for your view all sites not just ours.
It's probably easier to phone when technical problems arise but if that’s not possible, please send us and us email to care@popmoji.com
How can I check the status of my order?
Simply visit our order tracking page, enter the email address you used to make the order, and the order number which was emailed to you.
Can I send gifts to someone other than myself?
Of course, you can! If you would like to send a gift directly to your friend or family, you can select ‘Deliver to different address’ option and enter the name and address of the recipient at the Checkout page.
I’ve forgotten my username/password!
When registering with us you will have chosen a password - don’t worry if you’ve forgotten it! We can give you a new password at any time - for security reasons, we don't keep a record of passwords, but we can email you a new one.
Just click on 'forgotten password' in the Login/Register tab and enter your email address. You should receive an email from us instantly containing a new password and you will be able to login once again - make sure you enter your new password accurately as all passwords are case sensitive.
Once you’ve logged in successfully, you can change your password at any time by clicking on My Account at the top of the screen, then the Account Information, select the change password tick box and Save.
If you cannot remember the email address you registered under or need further help, please contact us.
How can I pay?
We accept all major Debit and Credit cards as follows: Master Card, Visa Amercian Express.
I’ve noticed a mistake in my order! Can I change it?
Please contact us immediately and we’ll do everything we can to rectify the mistake for you. You will be able to change (or cancel) your order providing it hasn’t already been sent for production.
If the order has already been sent for production unfortunately we will not be able to make any changes to your order. For further details see our Terms and Conditions.
Why am I having payment problems?
If you receive an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly - it’s often easy to enter a wrong CV2 / security code or expiry date. If you still have no luck, contact us and we’ll be more than happy assist you.
If you are trying to order outside Customer Service hours, just leave your order in your shopping cart (where it is saved) and contact us and let us know the problem you’re having.
How do I update my account information?
Once you are happy with an order in your shopping cart, press the checkout button and pay for that order. After making this selection you will be taken to a secure page to enter your credit card details.
All payments made for our products over the Internet are processed through a secure server, which means that your card details are specially encrypted before we send them to our payment provider. Our Customer Service team are here to help so if you need any more information, please contact us.