Frequently Asked Questions

What kind of products does motoraze sell?

motoraze carries a deliberately focused range across four categories: Interior & Organization, Electronics & Gadgets, Cleaning & Care, and Comfort & Convenience. Between them they cover the same ground a home does — how a space is organised, how it is powered, how it is kept clean, and how it is made comfortable. We are not a marketplace where anyone can list anything: every item is sourced and vetted before it appears in the store. You can read more about how we choose what we carry on our About Us page.

Will electronic items work with US outlets and voltage?

Yes. Everything in our Electronics & Gadgets range — along with powered items in Cleaning & Care and Comfort & Convenience — is supplied for use with standard US mains voltage (120V) and US-standard plugs, unless the product page states otherwise. No adapter or voltage converter is needed. Products containing rechargeable lithium-ion batteries ship with charging and storage instructions, and any item rated for damp or outdoor use has that rating shown on its product page.

How do I know whether an item will fit my space?

Every product page lists dimensions, which are approximate and subject to normal manufacturing tolerances. For Interior & Organization items in particular, we recommend measuring your drawer, shelf, or cupboard before ordering — it is the single most common cause of a return. If you are unsure, email info@motoraze.com with the measurements of your space and we will tell you honestly whether the item fits. Because we carry a small range, we actually know our products well enough to answer that.

Are product photos and colours accurate?

Product images are representative. Actual colours, textures, and finishes can vary slightly between individual items and may appear differently depending on your screen. Where goods are made from natural materials such as wood, bamboo, rattan, cotton, felt, or ceramic — common in our Interior & Organization and Comfort & Convenience ranges — variation in grain, tone, and texture between units is inherent to the material and is not a defect. If what you receive is materially different from what was described, that is a different matter entirely and is covered by our Returns & Refunds Policy.

Do cleaning products come with safety information?

Yes. Products in our Cleaning & Care range that are supplied as liquids, sprays, powders, or refills come with label instructions and, where applicable, safety information. Please store, dilute, and use them exactly as directed, and keep them out of reach of children. If you need safety documentation for a specific product before ordering, email info@motoraze.com and we will send it to you.

What if an item I want is out of stock?

If a product is showing as out of stock, contact us at info@motoraze.com and we will tell you the expected restock timeline for that specific item. Because we keep our range deliberately focused, popular pieces do sell through — but restocks are usually quick.

How do I place an order?

Browse our collections at motoraze.com, add your chosen items to the cart, and proceed to checkout. Enter your delivery address and select your preferred payment method, then confirm your order. You’ll receive an order confirmation email within a few minutes. If you don’t see it within 15 minutes, please check your spam or junk folder before contacting us.

Can I modify or cancel my order after placing it?

Yes. You can modify or cancel your order any time while it is still in our processing stage, which typically takes 1–3 business days before dispatch. Email us at info@motoraze.com with your order number and the change or cancellation you need. Once your order has been dispatched, it can no longer be modified or cancelled, but you may follow our Returns & Refunds Policy once delivery has been made.

How will I know my order was confirmed?

Once your order is successfully placed and payment is accepted, you will receive an order confirmation email to the address used at checkout. This email includes your order number, item summary, delivery address, and estimated dispatch timeframe. Please save this email as it contains your order reference number — you will need it for any support queries. If you don’t receive a confirmation email within 15 minutes, check your spam folder or contact us at info@motoraze.com.

Why was my order cancelled?

Orders may be cancelled for several reasons: the item became out of stock between the time you added it to your cart and the time we processed your order; a payment verification issue (such as address mismatch or declined authorisation); a pricing or listing error that was corrected before fulfilment; or a suspected fraudulent transaction flagged by our payment processor. In all cases, if your order is cancelled and payment was taken, you will receive a full refund within 5–10 business days. You will be notified by email with the reason for cancellation.

Can I order as a guest without creating an account?

Yes — guest checkout is fully available at motoraze.com. You do not need to create an account to place an order, track your shipment, or initiate a return. Creating an account is entirely optional and simply makes it easier to manage order history and speed up future checkouts. Your personal details are handled in accordance with our Privacy Policy whether you check out as a guest or as a registered customer.

Do you offer gift wrapping or gift notes?

We do not currently offer a dedicated gift wrapping service. Our packaging is clean and presentation-ready, which makes motoraze orders a good gift as standard. If you have specific gifting requirements, contact us at info@motoraze.com before placing your order and we will do our best to accommodate you.

How much does shipping cost?

Shipping is completely free on all motoraze orders to the United States. There are no minimum order values, no shipping tiers, and no hidden delivery charges at checkout. The price you see is the price you pay.

How long does delivery take?

Orders are processed within 1–3 business days, then delivered within 8–10 business days from the date your order is dispatched (not from your original purchase date), for a combined door-to-door timeline of roughly 9–13 business days. This applies to all orders across the United States. You will receive a tracking number by email once your order has been dispatched, allowing you to monitor progress in real time. Business days exclude weekends and public holidays.

Do you ship to my country?

We currently ship within the United States only — all 50 states, including Alaska and Hawaii. We do not currently ship to other countries. If you are located outside the US, please sign up for our newsletter to be notified when we expand.

Do you ship to P.O. Boxes?

Delivery to P.O. Boxes may be subject to restrictions depending on the carrier used for your shipment, and larger or multi-piece orders generally cannot be delivered to a P.O. Box at all. We strongly recommend providing a physical street address at checkout to ensure smooth delivery without delays. If a P.O. Box is the only address available to you, contact us at info@motoraze.com before ordering and we will confirm whether it can be accommodated for your order.

I haven’t received my order yet — what should I do?

First, check your tracking link — the tracking number was emailed to you when your order was dispatched. Most delays are visible in the tracking feed. If your tracking shows no updates for more than 5 business days, or if the full 9–13 business day door-to-door window has passed with no delivery, contact us at info@motoraze.com with your order number and we will investigate on your behalf and arrange a resolution.

Can I change my shipping address after ordering?

Address changes can be made any time while your order is still in the processing stage, before it has been dispatched. Email us at info@motoraze.com with your order number and the corrected address. Once your order has been dispatched, we are unable to redirect the shipment or update the address, though it may still be eligible for a return. Please double-check your delivery address carefully before confirming your purchase.

Are there any customs charges or import duties?

No. All import duties and customs clearance fees are already included in the price you pay at checkout. No carrier, courier, or customs authority will ask you for a further payment on delivery. The price you see is the full price you pay.

My tracking says “delivered” but I didn’t receive my order — what do I do?

If your tracking shows a delivered status but you haven’t received your parcel, please: (1) Check around your property — couriers sometimes leave parcels at a side door, garage, or with a neighbour; (2) Check with other household members; (3) Look for a delivery notification card in your letterbox; (4) If still not found, contact us at info@motoraze.com within 48 hours of the reported delivery date with your order number and we will open an investigation with the carrier immediately.

What is your return policy?

We offer a 30-day return window on all eligible orders, counting from the date your order was delivered. To be eligible, items must be unused, uninstalled, and in their original condition, returned with all original tags, cables, manuals, and accessories intact. Returns outside this window, or items that show signs of use, may not be accepted. Full details are available in our Returns & Refunds Policy.

How do I initiate a return?

Email us at info@motoraze.com with your order number, the item(s) you wish to return, and the reason for the return. Our team will respond within 24–48 business hours with a Return Authorisation (RA) number and the return address. Please do not send items back before receiving your RA number — unannounced returns cannot be processed and may be refused or delayed.

Who pays for return shipping?

For change-of-mind returns, the cost of return shipping is at the customer’s expense. We recommend using a tracked shipping service and retaining your proof of postage, as we cannot process refunds for items that are lost in return transit without tracking confirmation. For items that arrived damaged, defective, or incorrectly sent, motoraze will cover the return shipping cost in full — we will send you a prepaid return label at no cost to you.

How should I pack a return?

Repack the item in its original packaging wherever possible and include your RA number on a note inside the parcel. Fragile and electronic items must be repacked with their original protective inserts, moulded trays, and anti-static bags where these were supplied — items that arrive back damaged because of inadequate packaging cannot be refunded. Keep all original packaging until your return is fully resolved.

How long does my refund take?

Once we receive and inspect your returned item, your refund will be processed within 5–10 business days. Refunds are issued to your original payment method — the card you used, or the card linked to your Apple Pay, Google Pay, or Shop Pay wallet. Depending on your bank or payment provider, funds may take an additional 3–10 business days to appear in your account after we initiate the refund. You will receive an email confirmation when your refund is processed. We do not charge restocking fees.

Can I exchange an item?

Yes — if you would like a different size, colour, or finish of the same product, contact us at info@motoraze.com within your 30-day return window and we will arrange an exchange subject to stock availability. If your preferred variant is unavailable, we will process a full refund instead. Please include your order number and the details of what you would like instead.

What items cannot be returned?

The following are not eligible for return: personalised or custom-made items; digital products; hazardous goods such as flammable liquids, aerosols, and pressurised containers; final sale items clearly marked as such at the time of purchase; gift cards; opened cleaning and care consumables once the protective seal has been broken; hygiene- or food-contact sensitive products with a broken seal; and permanently installed or mounted products that have been drilled, wired in, adhered, or affixed to a surface. The full list is in our Returns & Refunds Policy. If you are unsure whether an item is returnable before buying, just ask at info@motoraze.com.

Can I return an opened cleaning or care product?

Once the protective seal on a cleaning solution, refill, filter, pad, or cartridge has been broken, it cannot be returned — this is a hygiene and safety requirement, not a commercial preference. Unopened items in their original sealed packaging can be returned within the normal 30-day window. If a sealed product arrives damaged, leaking, or is not what was described, that is covered separately: contact us within 48 hours and we will replace or refund it and cover return shipping.

I received a damaged or defective item — what do I do?

Contact us at info@motoraze.com within 48 hours of delivery with your order number and clear photographs of the outer packaging, inner packaging, and the damage or defect. We take quality seriously and will resolve the issue promptly — you will be offered a replacement or a full refund, your choice, and we cover all return shipping costs for items confirmed as damaged or defective. Do not discard the original packaging before contacting us, as it may be needed as evidence.

What payment methods do you accept?

We accept the following payment methods at checkout:

Cards: Visa, Mastercard, American Express
Digital wallets: Apple Pay, Google Pay, Shop Pay

All payments are processed securely through Shopify Payments. We do not accept PayPal, bank transfers, cheques, cryptocurrency, or cash on delivery, and we do not offer instalment or buy-now-pay-later plans. Payment is charged in full at the time of checkout.

Is my payment information secure?

Yes. Our store is powered by Shopify, which is certified to PCI-DSS Level 1 — the highest security standard for payment processing in e-commerce. All data transmitted during checkout is protected by SSL/TLS encryption. Where applicable, transactions are further secured with 3D Secure (3DS) authentication. We do not see, store, or handle your card number, CVV, or banking credentials directly at any point.

What currency am I charged in?

All prices on motoraze.com are displayed and charged in US Dollars (USD, $). Because our merchant entity is established in the Netherlands, your bank may treat the transaction as an international purchase and apply a foreign transaction fee, typically 1–3%. That fee is charged by your bank, not by motoraze. Many US cards carry no such fee — check with your issuer if you are unsure.

Why was my payment declined?

Payment declines are handled by your bank or card issuer rather than by motoraze. The most common cause on our store is a bank blocking a cross-border transaction, since our merchant account is European. Other causes include insufficient funds, incorrect card details, 3D Secure authentication not being completed, or a temporary issue with your card provider. Try a different card or a digital wallet, or call your bank and ask them to approve an international online transaction from a Netherlands-based merchant. If the issue persists after trying multiple methods, email us at info@motoraze.com.

Do you store my credit card details?

No. motoraze never stores your credit card number, CVV, or full banking details on our systems. All payment processing is handled by Shopify’s PCI-DSS Level 1 certified infrastructure. When you pay with a card, your details go directly to the payment processor via encrypted connection — they are never transmitted to or stored by us. If you create an account and save a payment method, it is stored securely in Shopify’s tokenised vault, not on our servers.

How can I contact motoraze?

You can reach our customer support team through the following channels:

Email: info@motoraze.com — available 24/7, responses within 24–48 business hours.
Phone: +31 6 12 09 96 25 — Monday to Friday, 9:00–17:00 CET (3:00–11:00 AM Eastern).
Messenger: m.me/motoraze — best for quick questions.

Email is our preferred and fastest channel for most queries, especially for order issues, returns, and anything requiring documentation or photographs.

What are your customer service hours?

Our team is based in the Netherlands and is available Monday to Friday, 9:00–17:00 CET, which is 3:00–11:00 AM Eastern Time. Because that window falls early in the US day, email is the fastest route for most US customers — write at any hour and we will reply on the next working business day. Messages received on evenings, weekends, or public holidays are answered the next working day.

How quickly will you respond to my message?

We aim to respond to all messages within 24–48 business hours. In practice, the majority of emails are answered the same or next business day. If you haven’t heard from us within 2 business days, check your spam or junk folder — replies occasionally land there. If still nothing, please resend your email or call us at +31 6 12 09 96 25.

Can you help me choose between two products?

Yes, and we would rather do that than process a return. Because our range is small and deliberately focused, we know our products properly — whether a divider fits a standard drawer, which of two gadgets holds a charge longer, whether a cleaning tool is right for a particular surface. Email info@motoraze.com with what you are trying to solve and we will give you a straight answer, including telling you when neither option is right for you.

I have a complaint — how do I escalate?

We resolve the vast majority of issues directly via email at info@motoraze.com. If you feel your concern has not been addressed satisfactorily, you may contact the Federal Trade Commission (FTC) at ftc.gov or your state attorney general’s consumer protection office.

Do you have a live chat?

We do not currently offer a live chat widget on the site, but you can message us on Facebook Messenger for quick questions. For anything involving an order, a return, or photographs, email is faster and more reliable — send your query to info@motoraze.com and you will receive a response within 24–48 business hours.

Is motoraze a legitimate company?

Yes — motoraze is a brand operated by KEUN Marketing B.V., a private limited company duly registered in the Netherlands. Our registered address is Lintelerweg 60, 7556PD Hengelo, The Netherlands, Chamber of Commerce (KvK) number 98931644, VAT number NL868708598B01. We are a fully compliant e-commerce business serving customers in the United States. If you have any questions about our company structure or need documentation for any purpose, contact us at info@motoraze.com.