Shipping policy

I RECEIVED MY TRACKING NUMBER BUT IT’S NOT UPDATING, COULD YOU LOOK INTO IT?

TRACKING NUMBERS CAN TAKE UP TO 48 HOURS BEFORE UPDATING. IF AN UNUSUAL AMOUNT OF TIME PASSES BEFORE SHOWING AN UPDATE, PLEASE CONTACT US AT ORDER@SHWAINC.COM

 

MY ADDRESS IS WRONG. CAN I CHANGE MY ADDRESS?

OUR SELLER AND BUYER PROTECTION POLICIES DO NOT ALLOW FOR ADDRESS CHANGES. PLEASE DOUBLE CHECK THE ADDRESS BEFORE COMPLETING THE ORDER AT CHECK OUT, MAKING SURE APT, UNIT, OR SUITE NUMBERS ARE INCLUDED. IF AN ADDRESS WAS ENTERED IN ERROR, PLEASE EMAIL ORDER@SHWAINC.COM  WITH THE ORDER NUMBER AND CANCELLATION REQUEST. WE WILL CANCEL THE ORDER ALLOWING CUSTOMERS TO REORDER AND INPUT THE CORRECTED INFORMATION. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED. 

 

WHAT SHIPPING COMPANY DO YOU USE, WHERE DO YOU SHIP TO, AND HOW CAN I TRACK MY ORDER? 

DOMESTIC AND INTERNATIONAL ORDERS ARE SHIPPED VIA THE UNITED STATES POSTAL SERVICE (USPS), FEDERAL EXPRESS, OR DHL.  MOONMAY SHIPS TO P.O. BOXES AND U.S. MILITARY BASES IN ADDITION TO RESIDENTIAL AND BUSINESS ADDRESSES.

PLEASE MAKE SURE THE ADDRESS IS ENTERED IN ENGLISH AND CORRECTLY FORMATTED TO AVOID RETURNS. TRACKING NUMBERS ARE EMAILED WHEN THE ORDER SHIPS. ONCE ITEMS ARE SHIPPED, CUSTOMERS MAY TRACK THE PACKAGE VIA THE SHIPPING CARRIER INDICATED IN THE SHIPPING NOTIFICATION EMAIL.

ALL INTERNATIONAL ORDERS ARE SHIPPED WITH TRACKING INFORMATION TO ENSURE THEIR ARRIVAL. INTERNATIONAL SHIPPING PRICE HAS BOTTOM PRICE TO SHIP IN PARCEL. PLEASE BE AWARE THAT INTERNATIONAL SHIPMENTS MAY BE CHARGED ADDITIONAL CUSTOMS DUTIES AND TAXES NOT INCLUDED IN THE BASE SHIPPING COSTS. THESE FEES ARE DETERMINED BY THE RECEIVING COUNTRY BASED ON ITEM TYPE AND DECLARED VALUE.  MOONMAY MAINTAINS NO CONTROL OVER ANY ADDITIONAL DUTIES AND FEES ASSESSED. CUSTOMER IS RESPONSIBLE FOR PAYMENT OF ANY CUSTOMS FEES.

 

HOW LONG WILL IT TAKE MY ORDER TO BE SHIPPED?

ALL ORDERS ARE PROCESSED AND SHIPPED WITHIN 10-15 BUSINESS DAYS UNLESS THE SPECIFIC PRODUCT DESCRIPTION STATES OTHERWISE. THE CUSTOMER IS EMAILED A TRACKING NUMBER WHEN THE ORDER SHIPS. DOMESTIC ORDERS TYPICALLY ARRIVE WITHIN 1-5 BUSINESS DAYS AFTER THE ORDER HAS SHIPPED, EXCLUDING SUNDAYS, FEDERAL HOLIDAYS, AND UNANTICIPATED SHIPPING DELAYS. TIMELINES FOR ARRIVAL DEPEND ON DOMESTIC LOCATION. DELIVERY DELAYS ARE NOT COMMON BUT CAN OCCUR AND ARE NOT CONTROLLED BY MOONMAY. PLEASE NOTE, SOME DOMESTIC ORDERS OVER $100.00 MAY REQUIRE A SIGNATURE FOR DELIVERY. IF AN ATTEMPTED DELIVERY NOTICE IS LEFT BY THE SHIPPING COURIER, PLEASE FOLLOW UP FOR REDELIVERY OR PICKUP INSTRUCTIONS. MOONMAY CANNOT SCHEDULE REDELIVERY ATTEMPTS.

INTERNATIONAL DELIVERY CAN TAKE UP TO 5-21 DAYS AFTER IT IS SHIPPED. THESE TIMELINES DEPEND ON YOUR COUNTRY'S PROCESSING, CUSTOMS, AND DELIVERY PROTOCOLS.

CUSTOMERS WILL BE RESPONSIBLE FOR RE-SHIPPING FEE ON ALL RETURNED PACKAGES DUE TO WRONG ADDRESS INFORMATION.