Shipping & Returns
Orders are processed and shipped within 2-4 business days (Monday through Friday from 8 AM – 5 PM EST.)
IMPORTANT: Our order processing time also applies to upgraded/expedited shipping orders.
Once your order ships, we will send you a shipping confirmation by email and/or by SMS message. Your shipping confirmation will include information about your order and tracking number. Please note, your tracking information may take 1-2 business days to begin updating.
Please carefully review your shipping address before submitting your order to us. Once your order ships, we are unable to make changes to the order or to the shipping address.
Once a Moon reserves the right to refuse or cancel an order for any reason including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified by our fraud avoidance department.
FedEx Expedited Shipping options are provided at checkout. Delivery dates are based on business days (excludes Saturday and Sunday). Weekend delivery is not available and FedEx does not deliver to Post Office Boxes. Order order processing time still applies to orders with expedited shipping.
Please note, as a result of Covid-19, FedEx has Suspended the Money Back Guarantee for all express shipping methods. This does not mean your package will not arrive within the expedited time frame, however, it cannot be guaranteed due to the possibility of unforeseen delays.
Click here for more information: https://www.fedex.com/content/dam/fedex/lac-latin-america/MVP/images/2020/Q3/LAC_EN_2020_2_web_pdf_NA_Customer_Facing_Service_Impact_service_alert_923409606.pdf
If we receive your package returned due to a delivery/address error, we will contact you within 5-7 business days for a re-delivery solution. Once your package ships, we are not responsible for lost, stolen or undelivered packages. If your package has been missing for one or more weeks past the expected delivery date, please contact our customer support department for assistance. Reshipping fees may apply.
Shipping Errors or Damaged Items
If you are dissatisfied with your purchase due to a shipping or delivery issue, or you are missing an item from your order, please send an email to customer support at firstname.lastname@example.org to report the issue. Please have your order number ready when you call or email.
All orders shipped outside of the USA will ship with FedEx International Priority Shipping. FedEx International Priority shipping typically takes 5-7 business days. Delivery dates may be prolonged, or packages may be undelivered due to incomplete or invalid shipping addresses. Please verify your shipping address before submitting your order.
If you refuse delivery of an item after it reaches its final destination country, or if you are unavailable for delivery after a certain number of attempts, your package will be returned back to Once a Moon. Upon our receipt and inspection of the returned product(s), your order will be refunded, less any import tariffs, taxes, shipping and handling fees we may have incurred due to the package being returned back to the United States. Depending on the condition of the return/products, restocking fees may also apply.
All commodities are exported from the United States in accordance with the Export Administration Regulations. Diversion contrary to U.S. law is prohibited.
If you are not completely satisfied with your order, you may return it to us within 30 days of the shipping date for a refund. In order to qualify, products must be in their original packaging, be unaltered and undamaged.
To open a return, please contact customer support and request a return form, along with an RMA (Return Merchandise Authorization) label. In order to qualify for a full refund, products must be in their original condition (unaltered and undamaged), the original packaging, and a completed Return Form must be sent with your return. Depending on the condition of your return, we may deduct a restocking fee of up to 15%-30% from your refund. Original shipping costs are non-refundable, unless extenuating circumstances apply.
Most domestic returns take approximately 5-10 business days to arrive at our distribution center. Estimated dates are not available for international returns. Once received, we will inspect the return and process the unused/unopened items into inventory.
Once processed, your refund will be issued back to the original payment method used to complete your order. Please note, Your Moon Phase issues your credit, however, it is your credit/debit card company will determine the date your refund will post to your account. For exact posting dates, please contact your credit/debit company directly.
Please follow these steps to ensure your return is processed quickly:
- Contact customer support to request a product return form and/or please include a copy of your invoice and note the reason for your return.
- Please be sure to include the return form or invoice as this will prevent processing delays or inaccuracies.
- Finally, package your items securely and drop your package off at Post Office or your preferred Parcel Point. You will receive a confirmation email as soon as your refund is processed. Please note that it may a few days for your financial institution to credit the refund.
1-Year Limited Warranty
To ensure you receive a high quality piece, our dedicated and highly trained Quality Assurance staff carefully inspect every item before accepting it into inventory. In the rare event that you receive a flawed item, you can rest assured knowing, Once a Moon will repair or replace your item at no cost with our 1-year limited warranty. The warranty will commence on the sale date and continue for a 12-month term. Certain restrictions apply.
The warranty protects your item against manufacturing/workmanship defects. Please note, misused items, i.e., items damaged/broken due to misuse or carelessness are not covered. Over time, natural product degradation is normal and is not covered by the warranty. Please properly care for your item(s) in order to prevent premature tarnishing or degradation. Click here for Product Care instructions. Applies only to merchandise used for the purpose designed. Lost, stolen, or altered items do not qualify under the warranty. Unauthorized repairs will void warranty.
Upon approving your claim, you will receive a return form, an RMA authorization number, and a pre-paid return label. Once we receive and process your return, we will ship your replacement to the address on file. The process typically takes 5-7 days. Please ship the applicable item back to us within 30 days of receiving your RMA number and return label.
Warranty for the benefit of the original purchaser or authorized gift recipient. Proof of purcahse required.
If the same product is not available, a comparable item or OAM e-gift card for the item cost.(amount paid) may be offered.