Shipping & Returns
Backcountry Panniers in our warehouse
Please read through our shipping page to answer your questions about shipping. Our customer service has a 72 hour response time.
All orders take 72 hours to process not including shipping time, and we are closed on weekends and all major holidays. Please make sure to calculate 72 hours in addition to your preferred shipping method to ensure your order arrives in time for any trips!
We highly recommend those ordering outside the U.S. read our shipping information below.
Our Shipping Process
Our office and warehouse are closed on weekends and holidays. Shipping time is an additional (2-3 days West Coast, 3-4 days Midwest, 4-5 days East Coast) via our standard UPS Ground shipping. Processing and shipping time only apply to business days.
Please choose the best shipping option for yourself (2-day, 3-day, overnight or ground) based on the information provided above, as our 72 hour process time is fixed. If you order after 10 a.m. PST on a Friday your order will not ship out until Tuesday at 1 p.m. PST. Note that the day of pick-up by UPS is NOT considered a shipping day by UPS; count the next day as it's the first official day of shipping. Please add an additional day for holidays, as we're closed on all holidays.
Please use the UPS Shipping Calculator as a reference for calculating shipment times.
Once an order is in process, we cannot cancel it, change the shipping address or name, nor combine it with a prior order to save on shipping. We work with a contract fulfillment warehouse, and they do not allow us to combine orders once placed. In some cases, if you contact us immediately after placing the order, we may be able to cancel it before it has been processed.
Our shipping rates are what Mosko Moto pays for shipping; there's no padding or extra charges. To see the current rate for shipping please go through the checkout process for the items you would like to purchase, and before you make your purchase our system will estimate the shipping cost for you. If you see the cost seems off, please email us and we'll make sure it is correct for you.
You can look up your order status at anytime through our Order Status page.
WILL CALL – For Local Pick-up Only
Please email us at moskomoto (at) moskomoto (dot) com if you would like to have Will Call. Your order will be held at our fulfillment center in Portland, Oregon. Please wait for an email notifying you that it is ready for pick-up. Note that Will Call orders also take 72 hours to process, and if you order after 10 a.m. PST on Friday it will not be ready for pick-up until Tuesday after 9 a.m. PST.
Our Fulfillment center is open Monday through Friday from 9 a.m. to 4 p.m. Their address is as follows:
14601 North Bybee Lakes Court
Portland, OR, 97203
PO Box Address
Please note that we ship with UPS, and they will not deliver to PO Box addresses. Please use a shipping address. Sometimes your local post office allows shipments directly to their physical address and you can use your PO Box number as the suite number, listed after their street address. Do ask their permission first. Otherwise, if you have a special circumstance, please contact us directly at: firstname.lastname@example.org or call 509-281-3211.
All domestic shipments are sent via UPS Ground.
For expedited shipping the rates are typically 50-100% higher than the above.
Sometimes shipping to AK can be tricky, as you know. If you're experiencing a problem with the shipping quote or you have a special circumstance please email us at moskomoto (at) moskomoto (dot) come and put 'ASAP AK Shipping' and we'll help you out fast as we can.
International Shipping & Customs
We are currently running a special $50 Flat Rate Shipping for orders of $399 or more. This option is given to you during the check-out process online.
Please account for our 72 hour process time, then add another 10-12 business days for shipping. The customs in your country may flag your package and hold it for another 5 or more days.
We ship all international orders via USPS International Priority as this is the least expensive option for our international customers.
Please note that your tracking information may stagnate for several days at it sits in your country's customs. Also, USPS turns over your package to YOUR Country's government run postal system, so please check with them first if you need to coordinate a drop-off or pick-up. It generally takes 8 to 12 business days to ship from us to you.
If you are having trouble receiving your package, please take the following steps first:
1- Check your tracking and see if it's still in customs or with the local postal system.
2- Contact the customs facility for the country and/or the local postal system. The local postal carrier might be trying to drop your package and is not having success.
3- Please email us if neither customs or the postal system can help you.
All international customers are responsible for paying their own VAT from their country and we are not responsible for this tax. It is the buyer's responsibility to know and understand the customs laws regarding the country of delivery. Any customs fees that are charged by country of delivery are the responsibility of the buyer. We list the value of all shipments at their actual cost: due to U.S. export laws we cannot alter the value of shipments. Please note we have no control over the time shipments may spend in Customs Inspection nor do we have any way to speed up the customs process.
If you live in Brazil or Ecuador, or any country that commonly holds packages coming from other countries, please contact us directly and we will help you.
If your shipping address isn’t recognized by our system and you are unable to process your order, please email us with ‘ASAP’ in the subject line of your email at email@example.com. We will custom create your order and email you a Paypal invoice. All orders for $399 or more receive a $50 flat-rate shipping quote. All other orders will need a custom quote, which we will give you, so do email us with your entire shipping address and exactly what items you’d like to order so we can quickly get your order going for you.
If you have a tight deadline for receiving your gear we suggest emailing us and upgrading your shipping to UPS, as this is most reliable and quick, however more costly. We do not honor the $50 flat rate shipping on upgraded shipping.
South American customers: Please consider researching and using a "Shipping Partner" for your shipping needs. They usually provide you with an address located in either California or Florida and ensure the speedy, inexpensive and reliable delivery of your package. We've experienced problems shipping to countries like Ecuador and Brazil.
All Canadian shipments are sent via USPS.
Note that there may be import duties and VAT due on your order when it arrives. We list the value of all shipments at their actual cost. For expedited shipping the rates are typically 50-100% higher than the above. Please contact us via email at moskomoto (at) moskomoto (dot) com if you need expedited shipping.
We offer expedited shipping options for U.S. customers, they are as follows:
2 Business Day Expedited (+ processing time)
3 Business Day Expedited (+ processing time)
Expedited shipping prices vary depending on weight and location.
We ask that you please refer to the UPS shipping map for estimating shipment times for your state (We ship from zip code 97203): http://www.ups.com/maps
If you are an international customer who would like your order expedited please email us directly at firstname.lastname@example.org and we can get a quote for you. Please note that international expedited shipments are typically 50-100% higher than standard international shipping. We will not expedite international orders until the additional shipment costs have been paid and approved by the customer. Please note we list the value of all shipments at their actual cost – due to U.S. export laws we cannot alter the value of shipments.
Items can be returned within 30 days of purchase for any reason as long as they are in their original, new condition without dirt or scuff marks. All returns must be pre-approved before sending. Returns can take up to 3 weeks to process – this time period includes the transit time for us to receive the return and the time it takes us to process the return once received.
Please contact us via email at email@example.com and we will respond with an email confirming the return.
Please provide pictures of the return in the email. Please print and include that email with your return shipment (or original order paperwork) so we can be sure you get credit. Missing paperwork will result in a slower turnaround time for return processing. Shipping fees are non-refundable, return shipping is the responsibility of the buyer.
Once we have received and processed your return you will receive a refund. It can take several weeks to process returns and check them back into inventory once received (not including the time it takes to receive return from shipper). Once a return has finished being processed we will complete the refund. Please note that it may take several days for the refund to post to your account depending on your bank.
Send pre-approved returns to:
14601 North Bybee Lakes Court
Portland, OR, 97203
Send pre-approved warranty returns to:
185 NE Snohomish Ave. Suite 2546
White Salmon, WA 98672