Shipping + Returns

 

STANDARD SHIPPING 

We know you are excited to receive your crystals! Most orders ship within 1-3 business days. Please allow a couple of additional days around peak times of the year (such as the Black Friday weekend) and holidays.

You will receive an email with a tracking number once your order ships. 

Once they are tendered to the Post Office, packages take approximately 3-7 business days if they are traveling First Class, or 2-5 business days if they are traveling Priority Mail, to reach you. 

Please note that Mooncat Crystals is not responsible for packages once they have been tendered to the Post Office. All status updates, notifications, tracking information, and delivery confirmation are handled by the USPS (or the applicable shipping company) and/or Route Shipping Protection (see below) and we do not have any additional information, other than what is available via your tracking number.

ROUTE SHIPPING PROTECTION  

All Mooncat Crystals orders of physical items include complimentary Route Shipping Protection. This service covers your package in the event of damage, loss, or theft.

If your package is damaged or goes missing, you’ll need to file a claim directly through Route using their app or website. Claims must be submitted within the timeframe specified by Route (typically within 15 days of delivery or estimated delivery).

Because all orders are covered, Mooncat Crystals is not responsible for refunding or replacing packages outside of Route’s claim process. Please ensure you file your claim promptly to receive support.

DAMAGED OR DEFECTIVE ITEMS

If you receive an item and it has been damaged in the mail or arrives defective:

WRONG ITEM RECEIVED

If you receive a different item from what you ordered, please let us know immediately. We are human here, and occasionally (but not very often!) do make a mistake with packaging items. 

RETURNED MAIL: INSUFFICIENT ADDRESS OR OTHERWISE UNDELIVERABLE

Occasionally, we receive mail “returned to sender.” This can be for a variety of reasons.

If a package is returned for an undeliverable or insufficient address (I.e., incorrect address or missing information, such as an apartment number), you (the customer) will need to pay for additional shipping, to re-dispatch your package. There are no refunds, store credits, or similar, in lieu of re-shipping. If you choose not to pay to re-ship your item(s), you will forfeit your item(s) and any payment(s) you have made for the returned order(s).

Please be sure your shipping address is correct and complete when you check out.

RETURNS 

Our return policy is as follows: 

• Returns are not accepted.
• If you received the wrong item(s), please contact us immediately.

Please see the information below, for additional details: 

BUYER'S REMORSE

We are unable to accept returns due to buyer's remorse. All items are listed with multiple photos/angles. All items on the website have either a size reference (almost always a U.S. quarter) or dimensions listed. If you have additional questions about an item, please email us before you purchase the item(s).

If you are purchasing a bulk item listing (where we have several that look very similar, such as tumbles, certain types of spheres, etc.), please remember that crystals are natural formations, created by the earth, under a variety of circumstances. You should expect slight variations in color, shape, size, etc., although we try to be as accurate as possible in our listings and show a range of potential variations.

ADDITIONAL QUESTIONS

If you have any questions not answered above, please email us or submit a request via our contact box.