Shipping Policy

 At Moiasun, we cherish the bond we share with our customers and their furry companions. Ensuring a pleasant shopping experience is at the heart of everything we do. Our dedication reflects in the quality of our products and the service we extend. To make your journey with us smooth, we recommend going through our Shipping Policy before you place an order. Transparency builds trust, and we want you to be well-versed with our shipping terms.

Order and Shipping Confirmation

Upon placing an order, you will receive an order confirmation email from us. Once your order is on its way, a shipping confirmation email, inclusive of all essential details like tracking number, courier partner, and estimated delivery date, will be sent to you. If you don’t find these emails in your inbox, kindly check your spam folder.

Processing Time and Shipping Schedule

Please allow us a window of 1-3 business days to process your order before shipping. Note that this processing time is distinct from the shipping time. The total time for your order to reach you will include processing plus shipping time.

We process orders on business days (Monday through Friday). Orders placed during weekends or public holidays will be processed on the next business day.

Courier Partners and Tracking

We collaborate with reliable courier companies to ensure your order reaches you timely and in prime condition. Post shipping, a confirmation email with a tracking link will be sent to you. This link will help you track your package's delivery. The estimated delivery timeframe provided is just that, an estimate, and may vary based on your location and courier availability. Also, the tracking information might take 1-4 days to reflect on the courier's website.

While we strive for timely delivery, Moiasun cannot guarantee a specific delivery timeframe. In case of any shipping delays or issues, rest assured, we will work diligently to resolve the matter at the earliest.

Signatures and Package Delivery

Some couriers might require a signature upon delivery. In such cases, the package will not be left at your doorstep without a signature from someone at the delivery address. If no one is available, the courier might leave it at a nearby safe location or attempt delivery later. Moiasun holds no responsibility for any issues arising due to courier decisions regarding package delivery.

If you anticipate being unavailable at the time of delivery, arranging for someone else to sign for it or contacting the courier company for alternative delivery arrangements might be helpful.

Preorder Shipping Information

At Moiasun, our preorder system lets you be the first to experience our newest dog toys. Here’s what you need to know:

• Preorder Announcement Dates: Each time we launch a new product available for preorder, the expected shipping date will be clearly announced on the product page. We encourage you to check these dates when placing your order to know when to expect your newest dog toy.

• Handling Stock and Shipping Delays: Occasionally, high demand may lead to stock shortages, potentially delaying the shipping of preorder products. We strive to dispatch all orders within 1-3 business days of the stated delivery date. Your patience and understanding in these instances are greatly appreciated.

• Flexible Cancellation and Exchange Policy: We want you to be completely satisfied with your Moiasun experience. If you wish to cancel your preorder or exchange it for another item in our store, please contact us at support@moiasun.com. Our customer service team is dedicated to assisting you with any changes promptly and efficiently.

Remember, preordering ensures that you don’t miss out on our latest, innovative dog toys, designed for the joy and satisfaction of your pets. For any further queries or assistance, our exceptional customer service team is always here to help.

Damages due to Courier Handling

Every Moiasun product is packed with utmost care to prevent any damage during transit. Yet, on rare occasions, damage due to courier handling can occur. If you receive a damaged package, take photos of the packaging, and contact the courier company to report the issue. Additionally, share these photos with us at support@moiasun.com, and we’ll do our utmost to assist.

Incomplete / Incorrect Orders

In the event your package arrives with missing or incorrect items, reach out to us at support@moiasun.com with your order number and details of the missing or incorrect items within 48 hours of receipt. Depending on stock availability, products might be shipped separately, in which case you will receive separate shipping confirmation emails for each package. We will cover the shipping costs for any missing or incorrect items, and if replacements are not possible, a refund will be issued.

Order Changes and Accurate Shipping Details

Ensure the accuracy and completeness of your shipping details at checkout. Incomplete or incorrect details may lead to delayed processing or order cancellation. If an error is spotted post-order placement, email us at support@moiasun.com within 24 hours. We’ll do our best to accommodate changes, although it may not always be possible post the 24-hour window.

Delayed Delivery

We strive for prompt shipping, but occasionally, delays might occur due to external factors. For instance, courier partners may face unexpected delays or transportation disruptions. In such scenarios, we will work closely with the courier to expedite the delivery process.

Free Shipping on Orders $75+

We are delighted to offer free shipping for orders valued at $50 or more within the United States. This offer applies post any discounts or promotions. For orders below $75, shipping fees will be calculated at checkout based on weight, size, and destination.

International Shipping

Moiasun extends its paws across borders, offering international shipping to numerous countries. Please refer to the table below for estimated delivery timeframes and tracking links for your country.

Shipping delivery estimates

Delivery delays can occasionally occur, and we do not guarantee shipping times. For any queries regarding international shipping, duties, or taxes, feel free to contact us.

Lost or Stolen Packages

Experiencing lost or stolen packages can be distressing. Should this happen, contact us at support@moiasun.com, and we will do our best to assist. However, Moiasun is not responsible for packages once they are handed over to the courier.

Returns

Should you need to return a purchased item, we aim to keep the process straightforward. Customers bear the shipping cost for returns. Review our Return Policy on our website at refund policy for detailed information.

Cancellation and Refusal

Moiasun reserves the right to cancel or refuse any order. We may limit or cancel quantities purchased per person, per household, or per order at our discretion. If an order is changed or canceled by us, not at the customer’s request, an immediate refund will be processed. Refund processing might take 3-5 business days, depending on your bank or credit card company.

Shipping Policy Changes

We reserve the right to amend this Shipping Policy at any time without prior notice. It's the customer's responsibility to review the latest Shipping Policy before making a purchase. By purchasing and continuing to shop with Moiasun, you signify your acceptance of this Shipping Policy and any modifications therein.

Feel free to review this policy periodically for any updates. Should you have any questions or concerns about our Shipping Policy, don't hesitate to get in touch.