Shipping policy

Moonkeep ships to addresses in the United States only, for now. Shipping is free on every order, with no minimum.

How long it takes

Your wait has two parts.

Dispatch: your order ships in 1 to 2 business days. Business days are Monday to Friday, not counting US public holidays.
Delivery: it takes 10 to 15 business days after your order ships, and longer in busy seasons, such as the holidays.

We count an order as shipped when we hand it to the carrier. Your full wait is dispatch plus delivery.

Where your order ships from

Your order ships from our fulfillment partner's warehouse in China, with tracking.

Tracking

When your order ships, we email you a tracking number and a link. Tracking can take a little while to start updating after that email arrives.

Import fees

We do not expect you to pay any import duties or fees on an order shipped to a US address, and we do not add any at checkout. If a carrier or customs office does ask you to pay a fee when your parcel arrives, pay it, keep the receipt and email it to us. We will refund what you paid once we have seen proof of payment.

If your order is late

Before it ships: we aim to ship in 1 to 2 business days. If we cannot, we email you before that time runs out. The email gives you a new ship date and the choice to wait or cancel for a full refund. If the delay is a long one, we cancel your order and refund you in full unless you tell us you want to keep waiting.

After it ships: if your tracking shows your parcel is well past the delivery time above, or has stopped moving, email us with your order number. We will check with the carrier. If the parcel is lost, we send a replacement or refund you, whichever you prefer.

If your tracking says delivered but the parcel is not with you, check with your household and your neighbors, then email us. We will work it out with you.

Address changes

Please check your address before you pay. If you spot a mistake, email us right away with your order number. We can change an address only before the order ships. If a parcel comes back to us because the address was wrong or incomplete, we will send it again, and we may ask you to cover the shipping for that second send.