SHIPPING + PROCESSING TIME
We currently only ship to the contiguous US only. We offer free shipping when you spend $65 or more. Otherwise we offer $10 flat rate shipping.
All orders are processed and shipped within 1–3 business days. Once shipped, orders may take 1-7 business days (please note that due to work shortages in the USPS, shipping times may be delayed). We ship using USPS Priority Mail®. Tracking notification emails are sent as soon as a shipping label is created. You can check the status of shipping at any time with the tracking number provided.
Once a package is picked up by the carrier and scanned, the shipping and delivery status is no longer within our control. This means we have no ability to track your package for you or know when it will arrive. Only the shipping carrier can provide this information at this point.
It is the customer’s responsibility to ensure the accuracy and safety of the shipping address provided.
We cannot ship an order to multiple addresses. Each address must be an individual order.
We will not be held liable for incorrectly entered shipping information or packages left, stolen, or missing from an unreliable or unsafe shipping address.
Moon & Mage is not responsible for lost or stolen packages once delivered — please take adequate precautions to make sure your orders are delivered to you safely.
Damaged, Lost, or Stolen Products
We offer shipping protection during checkout. This allows us to keep our shipping costs reasonable and allows you peace of mind knowing your shipment will be insured due to damage during shipping or if your package gets lost or stolen. We will file the claim for you and replace your items.
If you decline to purchase our shipping insurance, once your package leaves our shipping facility, we are no longer responsible for your package. If it becomes lost or damaged, you will have to contact the shipping company and resolve the issue yourself.
We will not replace or refund your purchase if you decline shipping protection.
If you purchased shipping protect and your product arrives damaged or broken, our carriers & shippers require photo documentation for reimbursement & quality control. Snap a photo with your phone and e-mail the image to hello@moonandmage.co with your name, order number, and a brief message of what item(s) damaged. We will ship a replacement or issue a refund within 3-7 business days.
Damaged goods must be reported within 10 business days of order delivery so that we can file a claim with the shipping insurer. Anything reported after this window will not be accommodated as per the insurance requirements.
Please open and inspect your packages as soon as your goods are received.
RETURNS
We want you to love your new products.
If you do not love your purchase, you may return or exchange them within 14 days.
If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Sale items are final sale.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To initiate a return, please reply to your order confirmation email.
You will be responsible for paying for the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of initial shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
It can take upwards or 7-14 business days for a refund to process. This is due to the payment processor and the banking or credit card institution you use. We have no control over the time frame.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund within 15 business days, please contact us at hello@moonandmage.co
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Sale items are final.
Exchanges
We do not provide exchanges.
Gifts
We will not send gift purchases anonymously to the recipient. The person receiving the gift purchase will know who it’s from. This is to protect everyone involved. No exemptions.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a eGift card for the value of your item(s). Once the returned item is received, a gift certificate will be emailed to you. No exceptions.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, you will need to contact the person who sent it you you to initiate the return on their behalf.
Unburned Candles, Unused Wax Melts, Unused Incense
If You purchased a candle or wax melt that you are unhappy with due to factors such as aroma or size and it has not been burned or used, you may return it for a full refund. You are responsible for return shipping. We will pay for the replacement shipping.
Used Candles, Wax Melts, and Incense
Due to the nature of our products, we do not refund used candles or wax melts for any reason.
Products that we DO NOT provide refunds for are:
Gift cards, tarot readings, digital products, online classes, or courses.