Shipping policy

Where we ship

We currently ship within the United States.

Processing and delivery

Orders are packed and dispatched within one to two business days.

Delivery takes 8 to 10 business days once the order is on its way. You will receive a tracking link by email as soon as it ships.

Orders are shipped from our supplier's facility, which is located outside the United States. This is why delivery takes longer than from a domestic warehouse, and we would rather say so than pretend otherwise.

These are estimates and not guarantees. Carrier delays, customs processing, weather and other events outside our control can extend them.

Tracking

Your tracking link arrives by email as soon as your order ships. Tracking can take up to 48 hours to begin updating after you receive the link, which is normal and does not mean anything is wrong.

If your order has not arrived within 14 business days of dispatch, email us at support@moonhero.app with your order number and we will chase it with the carrier.

Shipping costs

Shipping costs, where they apply, are calculated and shown at checkout before you pay.

Duties and import taxes

The price you pay at checkout covers the product and any shipping shown at checkout. Where import duties or taxes apply to a shipment, we arrange for these to be settled before the parcel reaches you wherever possible, so that you are not billed on delivery.

If a carrier or customs authority nevertheless bills you directly for duties or import taxes, that charge is your responsibility and is not refundable by us. Contact us if this happens and we will look into it, because it usually means something went wrong on our side.

Incorrect addresses

Please check your delivery address carefully at checkout. We are not able to redirect a parcel once it has shipped, and we are not responsible for orders delivered to an incorrect address supplied by the customer.

If you spot a mistake, email us immediately at support@moonhero.app. If the order has not yet been dispatched we can usually correct it.