SHIPPING POLICIES
Before we get into answering all your questions, we have to say this:
MoonXCosmetics is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the United States.
Packages undeliverable by UPS, USPS, DHL and/or their international shipping partners will be canceled and refunded once received and processed at our shipping hub.
Okay, we’re ready for your questions :)
How long does shipping take?
After your order has been shipped, delivery time within the United States is 3-5 business days, and 10-14 business days internationally. Please keep in mind that during holidays or limited edition launches and restocks, shipping times are subject to change.
What are your processing times?
The normal processing time for orders is 5 - 7 business days (Monday - Friday). Business days do not include weekends, public, and federal holidays. Due to increased order volume and Covid-19 Protocols, please allow additional time for processing orders.
My package is stuck and tracking shows no movement. What should I do?
Packages can only be considered lost if there has been no movement for 5 - 7 business days from the day it was shipped. Please send an email to info@moonxco.com if your shipment shows no movement from the carrier's tracking information.
Where do you ship?
MoonXCosmetics ships to most countries worldwide. Domestic Packages are shipped via UPS. UPS will only accept shipments to a valid street address. They do not deliver to P.O. Boxes. All orders placed with a P.O Box will be cancelled and the order will be refunded. P.O./APO/FPO addresses are shipped via USPS and will not be covered by insurance in case of loss/damage. All other international packages are shipped via DHL. Items shipped outside of the United States may be subject to import duties, taxes and/or charges, which are not included in the total cost of your order, nor will they be covered or reimbursed by MoonXCosmetics.
Does my billing and shipping address need to be the same?
Yes, for our system to process the payment the information needs to match.
How much does domestic shipping cost?
DOMESTIC
Ground – (UPS) $13.55 flat rate
How much does international shipping cost?
INTERNATIONAL
DHL- Rates are determined based on location
Hold on, what about duty fees?
Items shipped outside of the United States may be subject to import duties, taxes and/or charges, which are not included in the total cost of your order, nor will they be covered or reimbursed by MoonXCosmetics. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
I have an APO/FPO address, can you ship to my location?
Yes, P.O./APO/FPO addresses are shipped via USPS.
Can I track my order?
Please log in to your account to check the status of your order. If you do not have an account, please refer to your shipping confirmation email to track your order. Or you can check your order status at:
Domestic Orders: Please visit ups.com to track your order.
International Orders: https://www.dhl.com/global-en/home/tracking.html
Do you offer free shipping?
Unfortunately we do not offer free shipping at this time.
Do you offer expedited shipping?
Unfortunately we do not offer expedited shipping at this time.
Some items in my package arrived damaged/broken, what do I do?
In the unlikely event that a product arrives damaged, the customer must contact customer service within 48 hours of receipt. Customers must include photos of the issue and a screenshot of your order confirmation email.
I received incorrect item/s, what should I do?
Please contact info@moonxco.com within 48 hours of receiving the order, so that we can address this issue. Please provide us with your order number along with a photo of the incorrect item you received.
My package was returned to sender, can you reship it?
Yes, we can reship your package.
Help! I entered my shipping address wrong and need to change it, how do I do that?
Please be careful when entering your shipping address, MoonXCosmetics will not be responsible for orders sent to the incorrect delivery address provided by the customer.
My package was lost by the shipping carrier, can I get a refund?
Lost, stolen and damaged packages happen. Please contact UPS to open a package search prior to contacting us. We truly value our customers, and all of our packages are insured.
Your package will be reshipped to you once your claim has been issued.
Can I exchange or return my MoonXCosmetics products?
We apologize but we currently do not offer returns or exchanges, all sales are FINAL.
I refused delivery, where is my refund?
Refused delivery will incur a $10 restocking fee and outbound shipping will not be refunded. Please allow up to 7 - 10 business days for your refund to appear once we processed the return.
PLEASE BE ADVISED THAT REFUSED OR UNCLAIMED INTERNATIONAL ORDERS WILL NOT BE REFUNDED