Frequently Asked Questions
REFUNDS AND EXCHANGES
Do you offer refunds and/or exchanges?
All sales are FINAL. We do not offer refunds or exchanges. Please claim responsibly.
Do you offer refunds for lost packages?
We want to clarify that we do not provide refunds for packages that go missing. Once your package is entrusted to the mailing facilities, we relinquish all responsibility for its safe delivery. In the unfortunate event that your package is lost or undelivered, we strongly advise you to directly contact your nearest mailing facility to initiate a claim. It's important to note that we do not handle claim filings, so kindly refrain from requesting us to do so.
To ensure the security of your shipment, customers have the option to purchase additional shipping insurance. To include extra protection for your package, simply add "Shipping Insurance" to your cart during the checkout process. This way, you can have peace of mind knowing your shipment is covered.
Do you offer refunds for items that arrived broken?
We take great care in wrapping and packing every item to ensure its safe journey. However, please be aware that we do not offer refunds for items that arrive damaged, as we cannot control how packages are handled during transit. Instead, we provide store credit for damaged pieces, provided that customers provide us with photographs and videos of the damaged items within 24 hours of receiving the shipment.
To be eligible for store credit, customers must return the damaged items to us within 72 hours of receiving their order. It's important to note that if the items arrive at our shop in worse condition than depicted in the customer-provided images and videos, we will be unable to offer store credit.
Customers are responsible for securely packaging the items before returning them. In the unfortunate event that your package arrives damaged, we recommend reaching out directly to your nearest mailing facility to initiate a claim. Please understand that we are unable to handle claim submissions on your behalf, so we kindly ask that you refrain from requesting us to do so.
For added peace of mind, customers have the option to purchase extra shipping insurance at their own cost. Simply add "Shipping Insurance" to your cart to enhance the protection of your package.
Please be aware that shipping costs to and from the buyer will not be refunded via store credit.
SHIPPING
When will my package be shipped?
Packages will be dispatched 3-5 business days after payment receipt.
Will I receive a tracking number?
Absolutely! Once your orders have been processed and shipped, Shopify will promptly dispatch an email containing your package's tracking number. If your package mandates a signature upon delivery, we strongly advise monitoring your shipment to ensure a signature can be acquired at the anticipated delivery time.
What shipping companies do you use?
We use USPS, UPS, and DHL.
Do you offer free shipping?
For orders exceeding $250 within the USA, we are pleased to offer free shipping. However, please note that we do not provide free shipping for international orders.
To ensure the secure delivery of packages valued at over $250, a signature release will be automatically included. We are unable to waive this requirement for safety purposes, so please ensure you provide an address where a signature can be obtained.
In the event that delivery is unsuccessful, mailing facilities typically make up to three delivery attempts before requiring the customer to collect the package from the facility directly. If the package is not retrieved by the customer, it will be returned to our shop for reshipment. Please be aware that the customer will be responsible for the cost associated with reshipping the package.
Thank you for your understanding, and we appreciate your cooperation in ensuring a smooth delivery process.
Do you offer international shipping?
We are delighted to offer worldwide shipping; however, please be aware that free shipping is not available for international orders.
It's important to note that customers may receive an email from shipping facilities informing them of potential additional import fees or brokerage fees. These extra charges are determined by the total value of your package and are the responsibility of the customer to settle.
Kindly be aware that deliberately misrepresenting the value of your package with the intention of reducing international fees is a violation of federal law. We kindly request that you refrain from requesting such actions from us.
Do you offer extra insurance?
Customers are responsible for desired extra shipping insurance costs. Please add "Shipping Insurance" to your cart to add extra insurance to your package.
Can I pick up my package to save money on shipping?
We do NOT offer package pick-ups.
Can I keep an open box?
Due to limited office space, we do NOT offer open boxes. All boxes will be shipped out within one week of the live sale/order placement.
INSTAGRAM LIVE SALES
What is an Instagram Live Sale?
Instagram live sales will take place on our Instagram (@moonsminerals) and will occur in real-time. We set up a table with jaw-dropping pieces and show them one by one for a closer look. Customers are able to claim items live. Please note that live sales are first come, first serve!
How do I claim on an Instagram live sale?
In order to claim a crystal during an Instagram live sale, customers must type the price code shown on the sticker. The number on the sticker is the price of the crystal in USD. The customer that shows up on OUR screen first, receives the claim. Please note that you may show up first on your own screen.
Can I put back or exchange an item I claimed during an Instagram live sale?
No put-backs or exchanges allowed. Please claim responsibly. Customers who frequently put an item back on the live sale table or request to exchange an item will be prohibited from participating in future live sales. Please claim responsibly.
How will I get my invoice?
We will post your invoice on our website under "Live Sale Listings."
What if I no longer want the items I claimed?
Boxes will be considered "abandoned" if a customer decides they no longer want the items they claimed during a live sale. Customers who abandon their claims will be reported to the crystal shop community's non-payer page and will be blocked on Instagram. Please claim responsibly.