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Where's my Order?

Here are some frequently asked questions regarding your orders.

How do I check the status of my order?

If you haven't received an email indicating that you have placed an order, please be sure to double check your junk/spam & promotions folder.  If you are still not able to locate it, please email us at sales@moondreamshop.com and we will be more than happy to help!

Why haven't I received a tracking e-mail?

We're sorry to hear that you didn't receive a confirmation e-mail with your tracking information.  Once again if you haven't already please be sure to double check that your email didn't end up in your junk/span folder.  If you still aren't able to find it, please e-mail us at sales@moondreamshop.com and we will be more than happy to help you.

My tracking information shows my package was delivered, but I haven't received it.  What do I do?

Hmmm...this could be for a few reasons.  When the tracking information shows that the package was delivered, it means that it was delivered to the shipping address provided to us at check-out.  In some rare cases, your order may be delivered to a local post office for pick up, especially if you weren't home at the time of delivery and there was no secure location for your package to have been left.

We ask you to kindly review your confirmation of sale e-mail and double check the address that was entered.  Moondream Eclipse Apparel cannot be held accountable for mis-delivered packages due to an incorrect address being entered on check out.  Customers are responsible for ensuring that all information provided to us was correct.

If you believe that your package was sent to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.

Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being returned to sender.  If this is the case, please email us at sales@moondreamshop.com with your order number and we'll be happy to ship you out another set to your intended address.

In addition you can do the following:

  1. Check with your neighbours

  2. Check your mailbox and any safe areas around the perimeter of your home.

  3. For businesses check with security guard, mailroom and front desk.

  4. For apartment buildings - check with security or front desk/concierge.

  5. Wait 24-48 hours for your package to deliver after "delivered" notice arrived.

If you have done all of the above and still do not have your package, please email us at sales@moondreamshop.com with your order number and we'll be happy to help you further.

Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.  If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

My tracking information shows that the courier attempted to deliver my order.  What do I do?

  1. Look in your mailbox and front door handle to see if a delivery notice was left.  The delivery notice will indicate what time the delivery attempt was made, and where your package is being held for a pick up.

  2. If there is no delivery notice card, this may indicate that the carrier will re-attempt another delivery the next day.

  3. If no card was left, you may visit your local post office to inquire if they're holding your package.  They can identify your package by the tracking number provided.

  4. If there was no notice left and your local post offices do not find your package, please contact the carrier for more information found on your package tracking e-mail.