Frequently Asked Questions
WHAT IS THE SHIPPING POLICY?
All orders within the United States that exceed $99.00 qualify for free shipping.
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.
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 happy to offer free returns within 14 days of the delivery date. You may return your Moon Mountain products in their original, unused condition for a full refund.
We will refund the price of the products in full. We will not, however, refund delivery charges if your order did not qualify for free shipping (your order value was less than $99).
Please note that if the item(s) returned from the order cause the recalculated order total to drop below $99, a free shipping order will be charged shipping.
We do not offer exchanges.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Free online returns within 14 days apply to all products except gift cards.
HOW CAN I RETURN MY ORDER?
Email us at firstname.lastname@example.org within 14 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.
We will provide you with a pre-paid shipping label for your return. Print and securely affix the free return label using clear tape.
WHEN WILL I RECEIVE MY REFUND?
Please allow 10 to 14 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 original account within three to five business days.
All returns must be sent back within 14 days of receiving the item.
If you return your items after 14 days from their delivery receipt, we reserve the right to refuse your return.
HOW DO I CANCEL MY ORDER?
Contact us via email at email@example.com 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?
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?
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.