Frequently Asked Questions at ModaXpressOnline.com

When shopping online, you might have some questions for our customer service support staff. However, please review the following Frequently Asked Questions for a quicker response to the common questions submitted by our customers:

1.Do you have a catalog?

Currently, ModaXpress does not offer a catalog. All of our merchandise is available online and is updated weekly.

2.Do you carry men's clothing?

No, unfortunately we do not carry men's clothing

3.Do you accept phone orders?

We recommend placing your order online to make sure the order is accurate and you are able to review it before placing. However, in the instance that online ordering is not possible, you can call us at 1-305-944-1616. Please be ready with skus and sizes to be able to place the order quickly and efficiently.

4. Is this site secure?

ModaXpressOnline.com is protected by SSL technology that encrypts communications between the end-user and the server. This can be verified simply by looking at the URL on top of the browser. Notice how our domain begins with "https". If you see it, you know the site you're on is using a trusted SSL digital certificate - in other words, your connection is protected.ModaXpressOnline.com is tested daily for any viruses or hackers trying to infiltrate our system. We do not ask for any personal information such as birth date or Social Security numbers. We only ask for name, email, and address. ModaXpressOnline.com does not store any credit card information to protect buyers against internet fraud and will never disclose your information to any third parties.

5. Do you charge sales tax?

Sales tax will only be charged to customers shipping their order to any address located in the state of Florida, USA because ModaXpress has a physical address located in Florida.

6.Do you ship to PO Box and APO/FPO addresses?

Yes, we will gladly ship to PO boxes and APO/FPO addresses. Please refer to the shipping chart for prices.

7.How do I use a "Discount code?"

When you are ready to checkout, click on Checkout and begin the checkout process by filling out your information and choosing your shipping method. On the screen you will see a section to enter a promotion code. Enter the discount code you have been provided with and click the Apply button . Preview your order to make sure everything is correct and then finish checking out by filling out your credit card information. If you have any questions, please feel free to contact us.

8.Do I have to return the entire outfit if I only want to return part of it?

When you purchase a complete outfit, it will be broken down into its individual items in your order. Therefore, if you would like to return something from your order, simply follow the steps on our Return Policy. This way you can return what you don't like from the outfit and keep anything that you do like. 

9.How do your sizes run?

Size charts can be found in the description of each item.

For all bottoms, click on the pink "What's My Size" button What's My Size Icon

Choose your waist and hip measurements from the dropdown and click "Submit". You will then see the recommended size to purchase based on your measurements.

For all other categories, you will see a green link under the size options: View Size Chart

This link will show our general size chart to go by. Please keep in mind that we do not manufacture the clothes and thus some items might run differently from others. If the sizes on a particular item run smaller or larger than normal, it will be indicated in the description of the item. If in doubt or in between sizes, we recommend ordering a size larger as our sizes are considered JUNIOR sizes, not WOMENS sizes. 

10.What if the item I am looking for is no longer on the website?

That means that the item has been sold out and will no longer be in stock. We usually do not re-order old merchandise to keep the style new and fresh. However, you can submit your email to be notified in case the item will be restocked. 

11.How can I check on my order?

Click Here to locate your order. Simply put in your order number and email address and your order details will come up. If you do not have your order number, no worries! Just click on the "Lookup with email only" link and all of your order will be emailed to you.

12.What shipping method do you use?

We use UPS and the USPS to ship our packages.

13.Do you sell products made from real animal fur?

ModaXpressOnline.com is a fur free retailer. We do not and will not sell products made from real animal fur. Our company believes that fashion industry in today's society has many other outlets to show class and style and luxury without resorting to animal cruelty.

14.Will I receive a tracking number for my order?

Once your order is shipped, you will receive an email notification from ModaXpressOnline.com that your order has been shipped. This email will also contain your tracking number so that you can track your package at usps.com or ups.com.

15.How long does shipping take?

Orders are shipped within 1-2 business days unless there is a problem with the address and the buyer cannot be reached. Standard shipping usually takes about 5-8 business days, up to 10 business days and Priority shipping usually takes about 2-3 business days, up to 5 business days. If you would like Express Shipping, please contact us at support@modaxpressonline.com.

16.Do you ship international orders?

Yes. We ship to almost any location worldwide that has a valid mailing address. If you wish to have your order delivered to an address outside of the United States simply fill out your address accordingly and accurately at the checkout screen and we will be glad to accommodate your order as efficiently as possible. We ship to almost any destination worldwide. Shipping rates will depend on the destination country or region. In the event that we cannot ship to your location you will be notified by our customer service department.

17.Does the Free Shipping promotion apply to international orders too?

No, unfortunately, any free shipping promotion applies only to US orders. It does not apply to international or APO/AP addresses.

18.What is your return policy?

To read our return policy, please click here. In summary, we will accept all returns, excluding swimwear, intimates, bodysuits, accessories, and FINAL SALE items for store credit in the form of an E-gift card excluding shipping and handling fees as long as you initiate your return within 30 days of receiving your package. If you have any particular questions regarding your return, please contact us at support@modaxpressonline.com.

19.Can I exchange an item(s) for a different size?

All requests for an exchange will be processed as a store credit request. Once we have received the item and have fully inspected it, a store credit gift card in the amount of the return will be created and you will be notified via email so that you can choose a new item with the store credit.

20.How do I use my store credit?

Store credit will be issued in the form of an electronic gift card, which is simply a 16 digit code that will be emailed to your email address on file.Simply go to our website and add the items you wish to purchase to your shopping cart. At the checkout screen there will be a section where you can enter gift card or promotional codes. Enter the gift card code in there and click Apply.

21.Do you take debit cards and/or checks?

If you have a Visa or Mastercard logo on your debit card, you can use it as a credit card through our online secure checkout process. Currently we do not accept personal checks, money orders or cash. All orders must be processed using our online checkout options. Please do not send personal checks or cash by mail. Visit our Payment Options page for all info. 

22.How do I pay with a money order or cashier's check?

Unfortunately, we do not accept Money Orders or Cashier's checks, but we do accept Visa, Mastercard, Discover, American Express and pre-paid cards.

23.How can I become a model for Moda Xpress?

Please email our customer service atsupport@modaxpressonline.comwith previous modeling work and availability

24.How can I cancel my order?

We try to ship out orders as soon as they come in so that you get your order FAST. Therefore, this means that we cannotcancel or make any changes to your order.If you want to cancel your order, you will have to follow the steps as a return. Please read ourReturn Policy for all information.

25. Why was my order cancelled? 

If you’ve recently placed an order and received an email about the cancellation of your order, we sincerely apologize. Order cancellations will typically occur for several reasons after your order was submitted. 

  • The item(s) sold out.
  • There is a delay in replenishment of your item(s).
  • We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order. If this is possibly the case, please contact your credit card issuer or bank first to verify that your billing information is correct

In addition to your order cancellation email, you will receive a refund via your original form of payment within 7-10 business days. This timeframe will be dependent upon your bank. 

26. I have a missing item from my order, what do I do?

Check your email for any notifications of any items going Out of Stock while your order was being processed. This is typically the primary reason you did not receive all items you ordered.

27. I did not receive a refund or out of stock email, what do I do? 

Pleasecontact uswithin 7 days of receiving your package the following information: 

  • Provide a valid order number associated with the item(s) in question
  • Provide clear photo(s) of the incomplete set(s) received
  • Provide clear photo of your packing slip (located inside of your package with all of your items)
  • A detailed description of the item(s) being reported
28. I received incorrect item(s) or damaged items, what do I do? 

Pleasecontact uswithin 7 days of receiving your package the following information: 

  • Provide a valid order number associated with the item(s) in question
  • Provide clear photo(s) of the incomplete set(s) or damaged item received
  • Provide clear photo of your packing slip (located inside of your package with all of your items)
  • A detailed description of the item(s) being reported
29. My tracking shows delivered but I don't have my package, what do I do?

Before reporting non-receipt of a package, please be sure you check with neighbors, roommates, family members or anyone else who may have been home at the time the package was delivered.

If your package is still lost or missing, you must contact us within 10 days to file a claim. We will be more than happy to assist you in working with the carrier to complete the claims process.

Moda Xpress does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. If you would like to review additional details regarding our Shipping Policies please visit our Shipping Policy page.

30. Where can i learn more about Moda Rewards Program

You can learn all about the Moda Rewards Program by visiting our dedicated Moda Rewards Program page. This page contains comprehensive details on how to earn points, redeem them, and get the most out of your membership. For a more in-depth understanding.

31. How does Route work? 

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

32. How does Route process Refunds or Reorders? 

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, the Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

33. When should I file a claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. 

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route’s policies are listed here

34. What if my order never arrives or is stolen? 

Route definitely helps cover these instances! To protect your order against loss or theft, add Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

35. How do I file a claim for my lost, damaged or stolen order? 

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

If your question has not been answered, please feel free to contact us