FAQ

Frequently Asked Questions

WHAT IS THE SHIPPING POLICY?

All orders within the United States that exceed $149.00 qualify for free shipping.

HOW DOES YOUR LOCAL DELIVERY SERVICE WORK?

Our local delivery service is easy to use! We provide free local delivery within a 15-mile radius of Conshohocken, PA 19428. Simply select this option during checkout when placing your order. Orders placed before 12:00 PM will be delivered the same day; orders placed after 12:00 PM will be delivered the next day.

HOW DO I CHECK MY ORDER STATUS?

Once you place an order, you will receive an email confirmation with your order and another email with your tracking number.

WHEN WILL MY ORDER SHIP?

We process and ship orders from our fulfillment center in Pennsylvania. We are aiming to fulfill all orders within 1-2 business days. A shipping confirmation will be sent when your order has shipped.

All packages are shipped via UPS®, USPS® or FedEx® and should be delivered in 2–7 business days, depending on your location. Expedited shipping options are available during checkout.

Please note that there may be carrier and weather delays that can affect arrival times.

CAN I HAVE MY ORDER SHIPPED TO A PO BOX ADRESS?

PO Box addresses are shipped via USPS®.

ARE THERE CARBON-NEUTRAL SHIPPING OPTIONS?

Wherever possible, we can choose shipping methods from carriers that offer carbon-neutral shipping solutions.

Our packaging matches the size of our shipment, so we do not take up extra space that can be used by the carrier for other packages. This helps the shipping carrier have a lower impact on the environment.

All the packaging we use is reusable, recyclable, or compostable. Learn more about packaging.

MY ORDER WAS LOST OR STOLEN. WHAT SHOULD I DO NOW?

Oh no! If your package is marked as having been delivered, please reach out to the shipping carrier for assistance.

Please note that Moon Mountain does not reimburse for stolen or misplaced orders, or orders delivered to the incorrect address by the delivery courier.

DO YOU SHIP INTERNATIONALLY?

No, we currently only ship within the U.S.A., including Alaska and Hawaii. Check back later for policy changes!

DO YOU ACCEPT RETURNS OR EXCHANGES?

We are pleased to offer returns within 30 days of the delivery date, aligning with our return policy. You may return your Moon Mountain products in their original, unused condition for a full refund.

As per our return policy, we will refund the price of the products in full to your store credit. However, please note that delivery charges will not be refunded, especially if your order did not qualify for free shipping (your order value was less than $149).

Please be aware that if the item(s) returned from the order cause the recalculated order total to drop below $149, a free shipping order will be charged shipping, as specified in our return policy.

As stated in our return policy, we do not facilitate exchanges. The most efficient way to obtain the desired item is to return the product you have, and once the return is accepted, make a separate purchase for the new item.

Online returns within 30 days apply to all products except gift cards, clearance items, and handcrafted ceramic vases, in accordance with our comprehensive return policy.

Please refer to our refund policy.

HOW CAN I RETURN MY ORDER?

Email us at hello@moonmountain.us within 30 days of the delivery date.

Please provide the following information:

Your order number
The item(s) you wish to return
Reason for return (too big/small, did not meet your expectations, didn't like the style, etc.)

Our customer service team will confirm your return request within 24 to 48 hours with instructions on how to process your return.

Return items unworn (except to try the item on), unwashed, unaltered, and in their original packaging. Returns that are damaged, soiled, or altered may not be accepted and may be sent back to the customer.

Choose the appropriate packaging for your return. Packaging must match the size of your shipment.

You may use your original packaging - removing any labels. Learn more about our poly mailers, which feature two seal strips.

WHEN WILL I RECEIVE MY REFUND?

Please allow 5 business days for your return to be processed. We will send an email notification once the item(s) have been received and the refund has been initiated. From this date, the full refund amount will appear back in the store credit within three to five business days.

All returns must be sent back within 30 days of receiving the item.

If you return your items after the 30-day window from their delivery date, we reserve the right to refuse your return. If your items are shipped outside the designated return period, your return will not be processed.

HOW DO I CANCEL MY ORDER?

Contact us via email at hello@moonmountain.us within 60 minutes of placing your order to process a cancellation. Please note that cancellation is not guaranteed, as it depends on the processing status of the order.

If the cancellation is successful, a confirmation email will be sent to the customer. However, if the order has already been processed and shipped, we are unable to cancel the order.

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept Visa, Mastercard, American Express, and Discover. Please note that we can only accept one form of payment per order, with the exception of Moon Mountain Gift Cards.

WHAT IS MOON MOUNTAIN’S TAX POLICY?

Moon Mountain collects taxes in states where it is required to do so. During checkout, the estimated tax amount is displayed with a "?" icon. The final tax amount is sent to the customer by text or email after the order is placed. Payment is not captured until the final tax amount is calculated. The final tax amount may be higher or lower than the estimated tax amount. The customer's order status page is updated with the final tax amount and the customer is charged the new total, including the final tax amount.

MY ORDER IS A GIFT. DO YOU INCLUDE PRICE INFORMATION ON YOUR PACKING SLIPS?

Don't worry, we never include the price on any of the packages that we ship out!

HOW DO I GET IN TOUCH?

Use our contact form or send us an email at: hello@moonmountain.us

WHY ARE YOU CALLED MOON MOUNTAIN?

Moon Mountain is a name that represents our brand's values and vision. The moon symbolizes the natural beauty of our planet and our connection to it, while the mountain represents strength and stability. Our brand is inspired by the harmony and balance that exists in nature, and we strive to incorporate these elements into our products. The moon also represents a guiding light, and we see our brand as a guiding light towards a more sustainable future. We chose the name Moon Mountain to represent our commitment to creating sustainable products that are grounded in nature and built to last, just like the mountains that endure for generations.

WHAT FABRICS DOES MOON MOUNTAIN USE FOR ITS PRODUCTS?

We use only natural fabrics such as linen, cotton, and a blend of linen and cotton in all of our products.

OEKO-TEX® CERTIFIED?

Our products, which carry the STANDARD 100 by OEKO-TEX® label, ensure every component of this article (every thread, button, zippers, and other accessories) has been tested for harmful substances and that the product is therefore completely safe & toxic free.

You can view the OEKO-TEX® certification information for each product on our website.

WHERE CAN I FIND SIZE GUIDE FOR MOON MOUNTAIN’S PRODUCTS?

You can find the size guide for each product by clicking on the "Size Guide" button on its respective product page.

WHERE CAN I FIND CARE INSTRUCTIONS FOR MOON MOUNTAIN’S PRODUCTS?

You can find care instructions for each product by clicking on the "Care instructions" button on its respective product page.