Shipping

Moon Lady & Moon Man ("we" and "us") is the operator of (https://shopmoonlady.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and process a refund for the unavailable item. In the event of a potential restock we may contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund. 

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. While this varies depending on order volume, we may contact you to collect additional costs for shipping should the label & box size required for your order exceed the estimate collected at checkout. For most cases this would apply to orders containing 6 or more pairs of shoes/shoe boxes. These costs factor directly into the shipping label, insurance, and signature confirmation.

3. Delivery Terms

Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days

3.1 Delivery Times

Orders placed before 04 PM - PST will be dispatched the same day, otherwise, within the next business day.

Our warehouse operates 7 days a week during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

3.2 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

3.3 P.O. Box Shipping

Moon Lady & Moon Man will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

3.4 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

3.5 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4. Items Out Of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order. You will be notified immediately of any changes.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. In most cases an "out-for-delivery" notification will be send the same day to notify you to look out for your package.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

6.1 Parcels Refused / Returned

Once an order has been dispatched and is in the hands of the courrier it is the customers responsibility to accept and track the package for timely recepit. Tracking information is provided on day of shipmnent and you will be notified day of that your order is out for delivery. Any packages not deliverable, refused, or returned to sender will be subject to a 10% restocking fee. Customer will have the option of store credit or refund however customer absorbs freight costs. 

7. Sales Tax

Sales tax will be calculated at checkout.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value of the order. Every order no matter the value is insured for the full value including shipping. In the event a package is lost or stolen an insurance claim will be filed on behalf of the customer by us and is subject to the policies and terms set forth by said insurance company. Length of claim process is determined by insurance company and customer must wait for the claim and refund to be issued by insurance company to received refund payment. 

9.1 Additional Insurance & Signature Required

Due to the increasing number of missing, lost, or stolen packages we are now requiring signature for delivery on any order over $100. This will apply to any shipment carrier (USPS or UPS) For reference USPS Signature Confirmation is a value-added service that requires the recipient or a responsible party to sign for the release of a package. This service grants peace of mind to both shippers and customers, especially those with high-value shipments. You will need to be physically present t receive the order and sign for the package. Packages that arent signed for are returned to the local delivery hub. The delivery driver will leave a paper notice and an online notification to inform you that a delivery attempt was made, and will be re-attempted. In the event that the re-delivery is unsuccessful and you do not pick up your order at a local pick up hub, the package will be returned to sender in which point you will be required to pay any returning freight costs. You will have the option to waive signature confirmation in the cart page. Please select your preference and by selecting "No" you agree that customers who waive signature confirmation are responsible for all lost or stolen packages. 

9.2 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.3 Process for parcel lost in-transit

In the event that a package is lost in transit please contact us as soon as possible so we may conduct an invenstigation. All USPS orders are scanned through our local post office with receipts of their dispatch. We will process a refund or replacement as soon as we and the courier have conducted an investigation and deemed the parcel lost in transit AND the Shipsurance Insuranc company has issued a refund check for the full value of missing order.

10. Customer service

For all customer service inquiries, please submit an inquiry at https://shopmoonlady.com/pages/support-center