Customer Service Policies

Shipping Policies

All orders have a current order processing time of 2 - 4 business days.

Once the orders are processed, we will ship to the address provided on the order. In order to prevent delays, please confirm the shipping address is correct/complete before submitting the order. Once your order is shipped, you will receive an email with your tracking information. Tracking is included with each order.

Once your package is shipped, it is the responsibility of the shipping service that you selected. We are not responsible for lost, stolen and undeliverable packages. If your package has been missing for 3 weeks, please contact our customer service team with your name and order number.

If a package is returned to our facilities, we will contact you for a solution. If we do not hear back from you within 7 business days, the order will automatically be refunded with the deduction of shipping costs. Your Moon Phase is not responsible for lost or stolen packages. 

Shipping Time frames and Rates

*Domestic Orders: Free Standard Shipping on orders of $50.00 or more. Standard shipping typically arrives between 7-10 business days. Expediting shipping options are available through FedEx for an additional shipping fee. Rates for expedited shipping is calculated for you at checkout.

*International Orders: Free FedEx International Priority Shipping is offered for orders of $100.00 or more. Priority shipped (expedited shipping) takes approximately 5-7 business days to be delivered. Please note, our processing time of 2-4 business days still applies. Saturday delivery is not available for Overnight Shipping and Express shipping. Standard Shipping, which is shipped through FedEx International Economy Shipping Service, typically takes 2-4 weeks for delivery. International orders may be subject to Customs delays.

IMPORTANT NOTICE: If your order cannot ship due to an address error, we will attempt to reach out to you. If we are unable to reach you, your order will be canceled and you will be refunded.

 

FedEx International Mail Service (Standard international shipping), or “FIMS”

Although your package was shipped with FedEx, the shipping method used for economy shipping services is called FedEx International Shipping Services, or “FIMS”. Because FIMS moves through the Destination Country’s post office network, it must be tracked using a local Post Office tracking number. This tracking number is assigned by the Destination Post Office, not by FedEx.

Please note, standard FedEx tracking numbers will not provide you with accurate tracking updates, therefore, you must use the tracking number assigned by your local post office. If you are unsure whether you have received your local post office tracking number, FedEx tracking numbers begin with the number 7 and consist of 12 digits (ex: 712345678910). A local Post Office tracking number will be in an alphanumeric format (include a series of letters and numbers), usually consisting of 13 characters in total. Please contact your local post office for further clarification.

To track your package while it is in route to the Destination Country, please visit http://mailviewrecipient.fedex.com

 

Ordering and Order Processing

Ordering: Please select the Month, Day and Year then select "Show Me My Moon" to see the phase of the moon and the products available for that phase.

Order Changes: Since our processing time is 2 to 4 business days, order changes must be submitted right away. Changes cannot be guaranteed.

Coupon Codes: Coupon codes must be entered at the time of the order, during the promotional time period. Coupon codes cannot be applied after the order has been placed. Only one code may be applied per order.

Order Changes: Because we process orders swiftly, order change requests must be received within 1 hour of placing your order. Changes cannot be guaranteed.   

 If we need additional information to process your order, we will send you an email.

 

Your Moon Phase Return Policy

Your Moon Phase does not cover return shipping cost. Shipping costs will be automatically deducted from the refund amount (if applicable). Once your return is received and inspected at the Distribution Center (usually within 3-5 days of receipt) your refund will be processed within 7 days. Please note, once we initiate the credit for your return, your credit/debit card company that issued the credit will determine the date the refund will post to your account. For exact posting dates, please contact your credit/debit company directly. Altered or resized jewelry are not eligible for returns. Please contact us at [email protected] for our return address. 

If you have any questions, concerns, or want to provide us with some feedback, please contact our customer service team at 407-985-3966 EXT110 or email us at [email protected].