FAQ

What payment methods do you offer?

In-store: We currently accept cash, bank transfer, credit cards, and Apple Pay.
Online Store: We offer credit card payments and Cash on Delivery (COD). (COD is available for domestic orders only and is payable in cash.)

Can I use Culture Points (文化幣)?

Culture Points are currently only accepted for in-store purchases and cannot be used for online orders.

Do you offer credit card installment plans?

We currently do not offer installment plans for either in-store or online purchases. Thank you for your understanding.

Can I request a VAT invoice (unified business number)?

For online orders, please select "Triplicate e-Invoice" during checkout and enter your unified business number. (In accordance with the Ministry of Finance's new e-invoice format, the certificate copy does not include a company name field.)

How long do I have to pay before my order is cancelled?

Orders must be paid within 2 hours of placement (excluding Cash on Delivery). Unpaid orders will be automatically cancelled after this time.
If you have completed the payment but the order status appears abnormal, please Contact Us with your order number and a screenshot of the payment for assistance.

How can I confirm if my payment was successful? What if the status is wrong?

Once an order is placed, an order number will be generated and the details will be sent to your email.

After payment is complete, the order will enter the shipping process, and a shipping notification email will be sent upon dispatch.

If you encounter any of the following:

The credit card shows a charge, but the order status is "Cancelled."
You received a cancellation notice, but your card record shows a payment.
The payment status does not match the order status.

Please Contact Us with your order number and payment screenshot to verify your status.

Can you help me cancel an order due to an error or duplicate purchase?

If you need to modify or cancel an order, please Contact Us or message us via Facebook or Instagram for assistance from our customer service team.

Can I change my shipping information after the order is placed?

If the order has not been shipped yet, we can help you update the shipping details. Please Contact Us or message us via Facebook or Instagram.

Can multiple orders be combined for shipping?

If the orders have not been shipped, please Contact Us or message us via Facebook or Instagram, and we will assist you.

What shipping method does the online store use?

Domestic and international orders are shipped via Chunghwa Post (中華郵政).

Is free shipping available for domestic orders?

We offer free shipping on domestic orders of NT$2,000 or more. In-store pickup is always free of charge, regardless of the order amount.

Do you offer convenience store pickup or COD?

We currently offer "Convenience Store Pickup" but do not offer convenience store Cash on Delivery. Please complete your payment online and provide the store name and store number in the order notes.

Can you ship to an SF Express Locker?

As we primarily use Chunghwa Post (中華郵政), we cannot ship to SF Express Lockers. Please provide an alternative delivery address.

Can you ship to an iBox (i郵箱)?

Yes, simply enter the iBox address in the shipping information field. (For iBox locations, please refer to: https://ezpost.post.gov.tw/ibox/E_MAP/Index)

Can I specify a delivery date or time?

If you have a preferred shipping or delivery window, please let us know in the order notes. We will do our best to accommodate, but actual delivery depends on the logistics provider's schedule.

How long does it usually take to ship an order?

If your order includes pre-order items, it will be shipped once all items are in stock. For in-stock items, shipping preparation begins after payment is confirmed. Shipping occurs Monday to Friday at 12:00 PM (excluding national holidays). Orders are processed in the order they are received. (See shipping info: https://moom.com.tw/tw/about)

How long does delivery usually take after shipping?

We ship via Chunghwa Post (中華郵政); actual delivery times vary by region. (Estimated delivery times: https://moom.com.tw/tw/about)

How can I track my package?

When your order ships, we will send a notification email with a tracking number. You can use the Chunghwa Post(中華郵政) tracking system to check the progress. (Chunghwa Post Tracking: https://postserv.post.gov.tw/pstmail/main_mail.html?targetTxn=EB500100)

Will I be notified when my books arrive?

In-store Pickup: You will receive an SMS notification when your books are ready for pickup.

Delivery: You will receive a shipping notification email with a tracking number when your order is dispatched.

What should I do if my package is marked "Delivered" but I haven't received it?

We recommend checking with family members or your building's management office first. If it's still missing, please contact us via our website, Facebook, or Instagram, and we will help investigate with the logistics provider.

What happens if I'm not home when the delivery arrives?

If no one is available to receive the package, the mail carrier will usually attempt delivery again. After multiple failed attempts, the package will be held at a nearby post office for pickup.

How does the Chunghwa Post(中華郵政) Cash on Delivery process work?

We use the Chunghwa Post(中華郵政) collect-on-delivery service. The post office will deliver the items to your address. You may check the contents before paying in cash. Please note that COD is available for domestic orders only.

What is the in-store pickup process?

Select "In-store Pickup" when ordering online. Once you receive the arrival notification, visit the store during business hours and provide your order phone number to collect your books.

Is there a time limit for in-store pickup?

Currently, there is no deadline for collecting your in-store pickup orders.

How do I know if an item is in stock?

The product page will display one of the following statuses:

In Stock: Available and ready to be added to your cart.
Pre-order: Not yet in stock; you can pre-order, and we will ship it once it arrives.
Out of Stock: Currently unavailable; restocking depends on supplier availability.
Sold Out: Item is sold out and currently cannot be ordered.

Can I be notified when an out-of-stock item is back?

If an item is marked "Pre-order" or "Out of Stock," feel free to Contact Us or message us on Facebook/Instagram, and we will help you sign up for notifications.

Are the prices the same in-store and online?

Yes, prices for products in our physical store and online store are identical.

Can you reserve an item for me?

Please Contact Us or message us on social media to request a reservation. Items can be held at the counter for two weeks. If not collected, the reservation will be automatically cancelled without further notice.

Do you offer book sourcing services?

Please Contact Us or message us on social media; our team will evaluate your request and get back to you.

Do you offer magazine subscriptions?

Please Contact Us or message us via social media for more information.

Do you offer international shipping? Which countries?

Yes, we ship internationally. Add items to your cart and select your country on the checkout page to see if shipping is available for your region.

How are international shipping costs calculated?

Shipping rates are based on the destination and package weight. You can see the total cost before checkout. A handling fee of NT$50 applies to international orders.

How do I switch currencies?

You can manually switch the display currency by clicking the menu under the NTD price. Please note that the final amount charged will depend on your bank's exchange rate.

How do I track an international package?

When your international order ships, we will email you the tracking number and a link to the tracking site. If you notice any issues with the tracking status, please Contact Us for assistance.

Can I update my membership information?

Please log in and visit "Account Info" to edit your profile. To adjust or transfer order-specific data, please Contact Us.

Can I change my account's registered email?

The primary email used for registration cannot be changed. However, you can update your "Contact Email" in "Account Info" to ensure you receive notifications and updates.

How do I check my purchase history?

Please log in and visit "Order List" to view your past purchases.

Do you buy second-hand books?

We do not offer buy-back services for used books at this time. Thank you for your understanding.

Do you accept photobook consignment?

Please email information about your work to meow.moom.cat@gmail.com. Our team will review it and respond.

Do you provide publishing services?

Our publishing services are currently limited to internal projects and specific collaborations. We are not accepting external publishing commissions at this time.