Q: Can I make changes to my order after it has been submitted?
We cannot make changes to your order after your order has been placed in most cases, however there is a chance if you contact us within a couple of hours of placing your order. Please email email@example.com or call us at 509-281-3211……no guarantee, but worth giving us a try :)
Q: Do you ship internationally?
Yes, we ship all over the world. We have two shipping warehouses: Portland, OR USA and Amsterdam, Netherlands. Each location has it’s own webstore. Select the warehouse that is most favorable for you based on shipping costs and duties to your location.
Q: When will my order ship, and when will it arrive?
Depending on the time of day you place your order, it may take up to 2 businessdays to assemble, package and ship your order. Shipping arrival may be affected by observed holidays or carrier peak periods.
Please refer to the timetable included above in ‘Shipping Information’ for specific timelines based upon region.
Once your package is shipped, you’ll be emailed a tracking number. Tracking numbers may take up to 24 hours to appear on the carrier’s site while the package is delivered to their shipping facilities, so we recommend checking back roughly 1-2 business days after you have placed your order.
Q: How do I get my tracking info?
When your order ships, we send you an email or a text with tracking information which can be referenced. You can also look up your order status and tracking info anytime through our order status page.
Q: Can I place an order for a backordered item?
Currently, we are unable to place orders for items that we do not have in stock.
Q: Do Gift Cards Expire?
You’re in luck! Our Gift Cards never expire.
Lost your gift card or can’t find it? Please email us at firstname.lastname@example.org
Q: How much will shipping cost me?
The easiest way to provide a shipping quote, is for you to build a cart on our site. Once you have added your shipping/billing information, the website provides you with shipping quotes/options.
Q: Do you offer will-call?
Yes, we do offer Will-Call at our Amsterdam, NL location. You will need to email or call us directly to place your order so that we can process it with a Will-Call request, and contact our shipping facility with this info. Please give us a 3 day Heads Up!
Q: Why is there a difference between EU and US Pricing?
The cost of our products when they leave the factory are the same for the US and EU. However, shipping costs and import duties are different in different countries, as are warehousing costs, shipping costs, sales and value-added tax (VAT). As a result, the net price you pay depends on where you are located and which warehouse you decide to order from (US or Netherlands).
For example, regarding the Backcountry 35L Pannier Kit.
EU customer ordering from the US warehouse --> Pricing is $730 + Flat rate shipping of $50 + appx 20% VAT/duties = appx $936
EU customer ordering from the Netherlands warehouse--> Pricing is $810 (inclusive of VAT/duties) + $12 shipping = $822
Q: Do I have to pay NL VAT when I live in a Non EU countries?
When you order from our EU website to a NON EU Member State, (for example: Andorra, Switzerland and Norway) or a country outside of Europe, VAT will automatically be deducted from the EU Price. You will have to pay your own local VAT and/or import duty when your package arrives in your country.
Q: Why are some products available in the US but not in the EU?
Not all of our products are available in every warehouse. Sometimes things sell out in one warehouse or the other, and we are waiting on inventory. Also, because we are a US company, sometimes our first order of a brand new product will initially only be available from our US warehouse. Once we have enough inventory to stock the product in two warehouses, we will add it in the Netherlands as well. Remember: if a particular product that you want is not available in your local warehouse, you can always have it shipped from a different warehouse.
Q: Do you have a shop in Europe where I can check out your gear?
We do not have a physical shop in Europe. The only way to check out our gear in person is to visit us at a show or event, or contact one of our European Nomads. We may be organizing a Mosko Meetup near you so keep an eye on our social media!
Q: Can I pay with a bank transfer?
We do not currently accept bank transfers as a method of payment.
Q: What is your logo?
It's the Basilisk Lizard, which lives in Central America. They're called the "Jesus Christ Lizard" because they literally run across the surface of the water without sinking.
Q: Where does the name "Mosko" come from?
Mosko is an abbreviation of "Mosquito Coast" (aka "La Moskitia"), a region in Eastern Honduras that played an important role in the founding of our business (Our Story).
Q: Will item X fit my bike/rack?
Check our Fitment Page for information on racks. It's also worth searching our advrider.com thread as well to see if anyone else has asked the same questions. There are so many different rack/bike combinations that we haven't had a chance to inspect them all in person yet. If it's not already covered on our Fitment Page, send us a pic of the bike/rack and some measurements and we will do our best to give you an opinion about fitment.
Q: Do you ship internationally?
Yes, absolutely, we ship direct to international customers. We even subsidize the shipping for you with a flat-rate shipping option that is less than what it actually costs us. By shipping direct to international customers, we can deliver the item to your door for a price (including duties/freight) which is lower than what a distributor would have to charge. Check out our shipping page for more information
Q: Can you understate the value of my international shipment to avoid duties and taxes?
We can't do this. We don't want to get sideways with the tax man.
Q: What is your warranty policy?
We have a Limited Lifetime Warranty on all our products. Check the warranty page for more information.
Q: I just got my Backcountry 40L Duffle, how do I pack/close it?
Video 1 Video 2
Q: I'm a Dealer, Distributor, or Webstore, can I stock your products?
Thanks for your interest. We do not sell through dealers/distributors at this time, because there's not enough margin in our products to support a retail markup. We only sell direct via our website. In order to put your hands on the bags to see them yourself please see ourevent page, or contact aMosko Nomad near you - they’re happy to answer questions, and if you’re close enough, maybe even meet with you.
Q: Do you have a retail store? Currently we do not have a retail space. We are based in White Salmon, Washington where we have a design shop. You’re welcome to stop by our shop if you’re ever in the area where we have prototypes, but nothing in-stock to purchase directly. Our inventory is stored at our warehouse in Portland, Oregon. Again, we do not have any inventory in stock at our office here in White Salmon – only prototypes and some of our product line for testing
Q: Can I send payment via a paper check? We accept payment via cash, credit card, and PayPal. We are not setup to process paper checks.
Q: Do you have Will Call to pick up orders at your warehouse in Portland?
Yes, we sure do! Please email us at email@example.com, and we’ll tell you how it goes.
Q: I have a warranty issue. What should I do?
Please email us several pictures (close-up and medium shots) so we can quickly determine what the best course of action would be to help you. Send pictures to: firstname.lastname@example.org and place: ‘Warranty’ in the subject line.