FREQUENTLY ASKED QUESTIONS
GENERAL QUESTIONS
Who are the artists behind Moshi Melon? Give us some info!
WHO ARE WE?
MOSHI MELON currently consists of 2 artists:
- Trixiellis is our primary artist and Pin Club artist (Danmei, Baby Girls, Berry Kawaii, etc)
- BearyFunfetti is our secondary artist (Little Guys, Kpop Market, etc)
Both of us sell at conventions with separate (and sometimes combined)!
You can find us in Artist Alleys as:
- Trixiellis by MOSHI MELON
- Bearyfunfetti by MOSHI MELON
ART PROGRAMS?
- Trixiellis uses Clip Studio Paint fulltime!
She also uses a Huion Kamvas 16 and an Ipad for all artwork.
- Bearyfunfetti uses Procreate on an Ipad Pro!
All the handmade items are designed by them as well.
WHERE ARE YOU LOCATED?
- We are based out of Central Florida but our shipping is fulfilled through White Squirrel from Washington! You'll mostly see us at events near our area, but we're hoping to be able to attend more west coast conventions in 2027~
How long have you been selling? How many cons have you been to?
It has been over a decade since we started our business. We have traveled and sold at over 80 conventions as we continue to grow and expand into the brand we have always dreamed of being!
Some events that we've sold at include:
- Florida Supercon
- Megacon Orlando
- Holiday Matsuri
- Anime Expo
- Animazement
- Anime Weekend Atlanta
- Sakuracon
- Kuromicon
- Anime NYC
- Otakufest
- Anime Central (ACEN)
If there are any events you would like to see us at or you are a convention rep inquiring please let us know on social media or email us at moshimelon@gmail.com
Can I buy your merch in person?
Currently, you can only purchase our merch in person through Kei Collective (AZ) & Beetlebug Collective (OH) and any events we attend (please see our event page, our top announcement banner, and/or Instagram for latest updates).
If you see our merchandise at any other booth or website, please let us know at shop.moshimelon@gmail.com as they are UNAUTHORIZED distributors.
If you are interested in becoming an authorized distributor, please contact us at shop.moshimelon@gmail.com with the subject line “Distributor Inquiry” !
SHIPPING & ORDERS
What is your order processing time?
Orders will be shipped within a business week [7 business days] of order placement with the exception of preorders.
If your order hasn't shipped within a week and it's not a preorder, please contact us and we will get back to you as soon as we can.
Where do you ship to? How much does shipping cost? What service do you use?
We currently ship to all 50 states, as well as most international countries (excluding the UK). Shipping costs are calculated via USPS and UPS. You will receive tracking for all orders unless stated otherwise. We do not control and cannot modify shipping costs. We are not responsible for any customs or holding fees.
Please see our policies page for more information.
Do orders receive tracking information?
Yes, orders will always receive an order confirmation and tracking email (when shipped) unless otherwise stated. If you have not received an order email confirmation, check your spam folder before emailing us.
Preorder items have shipping details in the description, in our social media updates, and/or blog/mailing list updates. If you are looking for an update on your preorder, check the above mentioned information before emailing us.
Can I cancel/refund/return my order?
Orders can be cancelled within 24 hours of the order being placed by emailing us at help@whitesquirrel.com . Once a shipping label has been created, the order is considered fulfilled and cannot be canceled. All orders are final once fulfilled.
If you have an issue with your order, please reach out with your order information at help@whitesquirrel.com and we will get back to you within the next few days.
If you chargeback or open a case against us without contacting us first, you will be restricted from placing future orders.
I purchased a preorder and it still hasn’t shipped?
Please make sure you read the [Preorder FAQ] for all information regarding shipping dates. Preorder dates are estimated based on manufacturing time frames. Some delays might occur that are out of our control, especially during these pandemic times, busy convention seasons, and during holidays.
If you have any questions or concerns, please message us at shop.moshimelon@gmail.com or help@whitesquirrel.com
PRODUCT QUESTIONS
I see ____ is out of stock. When will you restock this item?
We try to restock as often as we can, more often during heavy convention seasons. For more popular items, we also offer preorders which help restock those items quicker.
If there is anything in particular you are interested in, please send a restock request to shop.moshimelon@gmail.com with the subject line “Restock Request!”
What are B-GRADE pins? Do you sell B-GRADE pins?
B-GRADE pins are pins with minor manufacturer imperfections usually sold at a discounted price.
We currently only sell our B-GRADE pins at conventions and on limited pins online!
STANDARD GRADE / A-GRADE
The best quality that we are able to offer. You might see very small imperfections such as:
✿ slight variable textures
✿ small bumps on the back of the pin
✿ small scratches / scuffs on metal / enamel
✿ slight irregularities on line weight distribution
SECONDS GRADE / B-GRADE
Pins most likely to be sold in grab bags and at conventions.
More noticeable defects can show on the pin such as:
✿ missing enamel
✿ underfill in large areas
✿ color discoloration / mismatching colors
✿ more than one pore or bubble on the front of the pin
Please keep this all in mind when ordering pins. We cannot guarantee collector/perfect grade.
Each pin is inspected upon arrival from manufacturer as well as prior to shipping out to customers.
What sizes do you go up to in apparel? What about care guide?
Here at MOSHI MELON, we strive to be size inclusive to a wide range of body shapes and sizes. Our apparel currently ranges from sizes Small-3XL UNISEX.
For size reference please refer to our sizing chart.
UNISEX TEE SIZE
Length (in) | Width (in)
SMALL -- 27 | 36
MEDIUM -- 28 | 40
LARGE -- 29 | 44
X-LARGE -- 30 | 48
2X-LARGE -- 31 | 52
3X-LARGE -- 32 | 56
SWEATER SIZE
Length (in) | Width (in)
SMALL -- 27 | 40
MEDIUM -- 28 | 44
LARGE -- 29 | 48
X-LARGE -- 30 | 52
2X-LARGE -- 31 | 56
3X-LARGE -- 32 | 60
For care guide see the following charts:
ITA BAG
✿ My bag is deformed / wrinkly
Not to worry! Wrinkles and dents can be relaxed with heat from a hair dryer. Make sure to not apply too much heat. Start low and work your way up.
Don't place your bag in the washer or dryer to try and fix the issue.
✿ My bag is dirty or has stains
Try isopropyl alcohol with a gentle cloth or paper towel on the exterior vegan leather parts. Do not use abrasive cleaners or acetone.
For interior cloth stains, use a spot detergent cleaner.
SHIRTS & HOODIES
✿ How do you clean apparel?
Wash the apparel inside out in cold water. You can dry on tumble low or air dry to preserve the integrity of the design.
TEXTILES
✿ How do you clean fanny packs / pillows / pouches / hats?
Spot clean or wash on delicate with cold. Let it airdry.
PREORDERS & KICKSTARTERS
How long is the wait time for your preorders?
Each preorder varies by item and production time, but we have a general idea of how long some merch may take:
PREORDER TIME | PRODUCTION TIME | SHIP TIME
Enamel Pins, Washi Tapes, Lanyards
2 weeks | 1-2 months | 7 days
Acrylic Charms, Standees
2 weeks | 1 month | 7 days
Apparel (Shirt, Hoodies)
1-2 month | 7-30 days | 7-14 days
Ita Bags
1 month* | 2-4 months* | 1+ months
Higher priced items will have a longer preorder time.
*Ita bag production and shipping time varies depending on the time of the year and how many bags are being manufactured.
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If you have any questions or the item you're preordering is not on this list, please email at shop.moshimelon@gmail.com or fill out our contact form.
Where can I get updates about your Kickstarter or preorders?
For any Kickstarter projects:
You can get updates on our Kickstarter page as well as the emails we send out to all backers. Please make sure your email is correct when backing a project and check spam just in case emails are flagged. We also do our best to update via social media for any major updates. Please check all announcements before emailing about an update as this can overflow our inbox.
For any preorder items:
Please make sure you read the listing page and FAQ for all information regarding shipping dates. Preorder dates are estimated based on manufacturing time frames. Some delays might occur that are out of our control, especially during holiday seasons. We also do our best to update via social media for any major updates.
If you have any questions or concerns, please message us at shop.moshimelon@gmail.com
What sizes do you go up to in apparel? What about care guide?
Here at MOSHI MELON, we strive to be size inclusive to a wide range of body shapes and sizes. Our apparel currently ranges from sizes Small-3XL UNISEX.
For size reference please refer to our sizing chart.
UNISEX TEE SIZE
Length (in) | Width (in)
SMALL -- 27 | 36
MEDIUM -- 28 | 40
LARGE -- 29 | 44
X-LARGE -- 30 | 48
2X-LARGE -- 31 | 52
3X-LARGE -- 32 | 56
SWEATER SIZE
Length (in) | Width (in)
SMALL -- 27 | 40
MEDIUM -- 28 | 44
LARGE -- 29 | 48
X-LARGE -- 30 | 52
2X-LARGE -- 31 | 56
3X-LARGE -- 32 | 60
For care guide see the following charts:
ITA BAG
✿ My bag is deformed / wrinkly
Not to worry! Wrinkles and dents can be relaxed with heat from a hair dryer. Make sure to not apply too much heat. Start low and work your way up.
Don't place your bag in the washer or dryer to try and fix the issue.
✿ My bag is dirty or has stains
Try isopropyl alcohol with a gentle cloth or paper towel on the exterior vegan leather parts. Do not use abrasive cleaners or acetone.
For interior cloth stains, use a spot detergent cleaner.
SHIRTS & HOODIES
✿ How do you clean apparel?
Wash the apparel inside out in cold water. You can dry on tumble low or air dry to preserve the integrity of the design.
TEXTILES
✿ How do you clean fanny packs / pillows / pouches / hats?
Spot clean or wash on delicate with cold. Let it airdry.