Help Desk & FAQs
Help Desk & FAQs
Please be specific about the size of the bag based on your child's age, height, weight, and daily needs. When choosing a school bag, consider weight, function, and comfort, and make sure the bag is lightweight and has enough compartments to stay organized. As your child grows, a slightly larger bag will also last longer.
Every “DETAILS” of our products is labeled with all the sizes needed and includes how the different sizes look on the body, so please refer to that!
For the most part, our bags are made of Oxford cloth polyester with an added tear-resistant design, a material that benefits from lightweight, abrasion-resistant, and water-resistant properties. As for the interior, we add different materials according to different needs, such as velvet fabric for tablet bags that need protection, or extra thick PEVA lining for lunch bags that need to be insulated; you can see the details on each product page.
We promise that every material we use is BPA and lead free and certified by CPSIA and ASTM child safety testing. We take every measure to ensure that our products meet or exceed safety regulations.
Yes, we currently support light customization. For example, you can add your child's name, change the color, or some small elements, patterns that you like.
Please note that customized products need to be shipped 7-10 days later than normal.
The exterior material used for all of our bags is dirt and stain resistant Oxford cloth, which offers numerous advantages such as high strength, tear resistance, and good cleaning. All you need to do is to wipe off the stains on the exterior in time, and for some types, you can also wash them together in the machine. All of our bags are made of stain-resistant Oxford cloth, which is strong, tear-resistant and easy to clean. You just need to wipe off the stains on the exterior in time, and for some types, you also put them in the washing machine.
Standard Shipping (5-7 working days)
Express Shipping (3-5 working days):
Yes, we currently offer worldwide international shipping services (shipping partners: FedEx, UPS, USPS, DHL).
We have multiple warehouses in the US and Europe as well as in the UK region, and we will choose to ship from the nearest warehouse based on the distance of the order.
Your purchase will be covered by our Limited Lifetime Warranty, and if your product is defective in any way, Please email support@chocomochakids.com for a assistance. And include a screenshot of your order and a photo or video of the broken appearance.
Please contact us within 90 days of your receipt of the product. Returned items should be unused, undamaged and with original vendor tags attached. All returned orders are subject to a $5 restocking fee which will be deducted from your refund.
Please note that personalization kits and final sale items are final sale items and are not eligible for return.
If you would like to change or cancel an order please contact us as soon as you can. We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay.
Unfortunately,we are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. However, we will always try, and if we’re unable to do so you can through our Returns process.
We accept Paypal, Apple Pay, Google Pay, Savings Cards, as well as VISA, Mastercard, JCB, American Express(AE), Discover...
Yes, we offer a $5 off coupon when you first subscribe to our mailbox. From time to time, we run promotions such as New Year's, Back-to-School, and Holiday events, and you can also use codes from influencers that we work with!
Please click the “Out of Stock” button to notify us and be patient, we will notify you as soon as the item is back in stock!
Yes, for best sellers, we are always prepared to have sufficient stock, but for back to school season and other events, we may sell out of stock quickly, please don't worry, we will replenish it soon.
For kids aged 4-6 (around 43-49 inches tall), 15-inch backpacks are ideal. Kids aged 7-8 (about 48-54 inches tall) fit well with 17-inch backpacks, while those aged 9 and up (over 54 inches tall) often prefer 18-inch backpacks for extra space.
Of course, please be specific about the size of the bag based on your kids' age, height, weight, and daily needs.
Yes, all of our types that have shoulder straps are adjustable, such as backpacks, lunch bags, crossbody bags, duffel bags and more.
And all of our shoulder straps are thickened and thicker, intended to reduce the pressure on children and give them a comfortable wearing experience!
We are proud to offer a Limited Lifetime Warranty on our products, which comes from the confidence that we have sold over 3 million products on Amazon and have rarely reaped the rewards of quality issues!
If you discover a material or manufacturing defect, we will replace or repair the item at our discretion.
Warranty claims must be accompanied by photos of the bag or item and an acceptable proof of purchase. Acceptable proof of purchase can be your Choco Mocha order number, an online order confirmation from Choco Mocha or another online retailer, physical store receipt, or a banking statement showing the transaction amount and date.
Please refer to this page for our specific warranty policy.
All warranty claims are addressed as promptly as possible, with most claims completed within 5 business days. However, during peak retail seasons, such as Holidays and Back-To-School, warranty claims may take an additional 4 to 5 business days. We thank you for your patience!