Shipping and Return Policy

Return and Exchange policy FAQ

Where is my order?

For questions regarding the status of delivery or if your package shows delivered and you have not received it, please refer to this page on the following link.

 

For other questions regarding returns, refunds, and exchanges please read the following.

 

What about Customs fees?

We ship all items from Canada, US, Mexico and Europe. The duty fee may vary depending on your order value, country limits, and other factors based on the product itself.  Custom Duty fees are paid to the appropriate customs agency by the customer. One must keep in mind that customs agencies often calculate duties/fees based on the declared retail price.  Unfortunately at this time we are unable to calculate a duty fee since the variables used by customs differ with each country.

What if my package got lost in transit?

No worries!  We'll cover the costs of recreating your purchase and shipping the replacement to you.  It is important to note that all claims must be submitted no later than 30 days after the estimated delivery date. Please message us with the forwarded lost in transit email from the carrier to sales@moondreamshop.com

How do I return?

  • Visit our returns center by visiting this link here
  • Enter your order number and email address to start
  • Follow the instructions and select the items you want to return
  • Once your request is approved, you will get a confirmation email with shipping guidelines

What items are returnable? 

  • Within 30 days from the date of purchase
  • In an unused condition
  • In the original packaging with all the tags intact

What items are non-refundable? 

 The following items cannot be returned:

  • Gift cards
  • Discounted items (if applicable)

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date by emailing us at sales@moondreamshop.com

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.

What are the refund options?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)

How do I ship returns?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

My question is not addressed...

If you have any queries regarding return or refund, reach out to us at sales@moondreamshop.com