PAYMENT OPTIONS
You can purchase your Moondreamwebstore.com order using:
Credit/debit cards: Visa, Master Card, Discover and American Express.
PayPal: PayPal is the faster, safer way to pay on our website with your debit or credit card. With PayPal, you’re protected from checkout to delivery. PayPal spots problems before they happen with the latest anti-fraud technology. It doesn’t share your credit card information, so you can shop with peace of mind. Check out simply and securely with just an email and password. You don’t pay any fees to PayPal when you buy online and you’ll speed through checkout. When you purchase using PayPal, you will be connected to the PayPal website. After completing your transaction on the PayPal site, you'll automatically be routed to the checkout screen on Moondreamwebstore.com.
SHIPPING & RETURNS FOR MADE-TO-MEASURE PRODUCTS
Shipping
Made-To-Measure products are products custom made to your specifications. Due to the bespoke nature of Made-To-Measure products, our estimated date of delivery will be longer than for a product that is not customized.
We will notify you of the estimated date of delivery on the date of your purchase (visible in your cart before validating your order). In case of delay of the delivery we will explain the nature of the delay (or backorder problem). You may only cancel your order if the Made-to-Measure product has not been produced and no later than 1 day (24 hours) after the date of your purchase.
Please contact our Customer Service to verify that your order can be cancelled. Once produced, if a delay in delivery exceeds more than fifteen (15) business days above the date that the Made-to-Measure product is produced, it will be deemed as unreasonable and you will be entitled to cancel your order, or part of the order which is not delivered, and be entitled to a refund for those undelivered products, subject however to the terms of our return policy concerning returns, which is incorporated in this Terms of Use by reference.
Return Policy
Limited Returns Accepted: Due to the bespoke nature of our Made-To-Measure products, we cannot resell them to another customer. Therefore, we do not accept returns unless the product is defective or has not been made in accordance with your specifications as set forth in the purchase order. If your Made-To-Measure product is defective or does not meet the specifications set forth in your order and you wish to return it, you must contact our Customer Service within 7 days of the delivery of the product.
Check and Double-Check your Measurements: Due to our limited return policy for Made-To-Measure products, we strongly recommend that you double check your order to ensure that the measurements of the Made-to-Measure product that you ordered are accurate. We will not replace Made-to-Measure products that meet the specifications set forth in the purchase order if you did not enter the correct specifications in the purchase order.
Warranty: Should any defect in materials occur within the 7-day period, we will arrange with you to examine the product and, if the product is found to be defective, we shall either replace the defective product free of charge or reimburse you for the full amount paid (always providing that the product has not been subject to any misuse or modification).
SHIPPING & RETURNS FOR STANDARD PRODUCTS
Shipping
Products sold via moondreamwebstore.com may be delivered inside the USA by FedEx.
The standard delivery is one to five business days except for Alaska and Hawaii.
MOONDREAM will make its best efforts to deliver to you the goods purchased on the Site, consistent with the estimated schedule of delivery indicated to you during the purchasing process, according to the shipping method you have selected. However, MOONDREAM’s delivery obligations are subject to the performance of outside contractors, and MOONDREAM will not be held liable for any damages due to a delay in delivery, or errors in delivery due to erroneous shipment information entered by you. If a delay in delivery exceeds more than fifteen (15) business days above the estimated date of delivery, it will be deemed as unreasonable and you will be entitled to cancel your PO, or part of the PO which is not delivered, and be entitled to a refund for those undelivered goods, subject however to the terms of our return policy concerning returns, which is incorporated in this Terms of Use by reference.
Signature will be required at delivery for orders over $300.
Every order placed before 11 AM (EST) will be shipped the same day.
Orders placed on Friday after 11 AM (EST) and through Sunday will be shipped on Monday.
Free shipping on order over $150 (ground commercial). *
* Except Hawaï,Alaska,Puerto Rico
Return Policy
Conditions: A product will be accepted under the following conditions:
• you contact our Customer Service within SEVEN (7) days of the original date of delivery
• you ship the product following the directives provided by our Customer Service within FOURTEEN (14) days of the original date of delivery;
• the product must be unused, unworn, unwashed, and in the same condition in which it was received by you, that means fold and clean;
• the product must have all disposable seals still attached with the disposable seal that must still be intact;
• the product must be returned complete with all of its parts and accessories;
• the product must be sent in its original packaging;
• the product must be sent in one single shipment; and
• the product will be shipped back to us at your expense: you may either use (1) the FedEx return label enclosed in the original packaging (in which case a $10 charge will be deducted from your refund), or (2) another carrier provided that, in such case, you must advise Customer Service via email (customerservice.usa@moondream.com) in advance and join a copy of your order or invoice in the return package, so we can track your purchase without delay.
Exceptions: PRODUCTS SOLD ON SALE ARE FINAL AND CANNOT BE RETURNED. WE RESERVE THE RIGHT TO DESIGNATE OTHER NON-RETURNABLE MERCHANDISE. ANY SUCH DESIGNATION WILL BE POSTED AT THE TIME OF THE SALE AND NOTED ON THE DETAIL PAGE OF THE MERCHANDISE AS NON-RETURNABLE.
Procedure For Returns: You may return a product bought on the Site only upon compliance with Our Return Procedure:
• Shipping address: All items bought on MOONDREAM’s website must be sent to the following address:
MOONDREAM INC.
c/o Bergen Logistics
1055 Hanover St
Wilkes-Barre, PA 18706
• Shipping Costs: Unless the return is for Items Shipped In Error, Damaged or Defective Merchandise as provided under Section 5 below, or the return is for replacement or cancellation, you shall be responsible for the shipping costs of any returned items – by using the FedEx return label enclosed in the original shipment or by using any other carrier.
• Shipment: You shall return the product with tracking package process and inform beforehand our Customer Service by email at customerservice.usa@moondream.com.
• MOONDREAM shall not be held liable for loss or theft of any return package and no refund will be possible.
• Late Returns: Returns received outside of the FOURTEEN (14) business day window for retuning items will be accepted at Our sole discretion and will be subject to a 25% restocking fee of the original sale price. If We receive the same late return a second time, We will keep your merchandise and no merchandise credit will be issued.
• Examination of Returns: Upon receipt of your returned items by MOONDREAM (MOONDREAM will email you to confirm receipt of your return package), a Customer Service representative will promptly examine your returned items to make a determination as to whether they can be deemed Eligible Returns, i.e. if they satisfy the conditions listed above. The Customer Service representative’s determination as to whether an item is an Eligible Return is discretionary and cannot be challenged by you.
• Refund: MOONDREAM shall issue a refund to your account upon satisfaction of the above requirements and upon verification that the returned items are Eligible Returns. The refund will be for the original purchase price for such returned item as listed in the PO, less any applicable shipping costs (max. $9.90 for initial shipping costs and $10 for the return USP label if you use it).
Returns that do not meet these requirements will be sent back to you and you will not be refunded.
Refunds - Account Credits
If merchandise is accepted for return, the amount of your original purchase less the cost of the original shipment and, if applicable, the $10 charge for using the FedEx return label will be refunded to your credit card.
Refunds are processed within approximately ten (10) business days of Our receipt of your merchandise.
Your refund will be credited back to the same payment method used to make the original purchase on the Site. If you paid by credit card, refund times will depend on the credit or debit card company's policies. Be aware that the refund date for the credit will coincide with the date of the original payment, therefore you will not be charged any interest fees.
If you paid by PayPal, refunds will be credited to your PayPal account and will be visible immediately. The date of reimbursement to the credit card associated with your PayPal account depends on the company that issued the card.
WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE.
Return Policy for Items Shipped In Error, Damaged or Defective Merchandise
If an item was shipped in error, turns out to be defective, was lost or damaged in transit, or was received with an unreasonable delay as defined under the Terms of Use, please contact our Customer Service representative via mail at (customerservice.usa@moondream.com) so we can resolve the problem. Our return procedure set forth in Section 3.3 applies to this Section, except that We will credit your account with the shipping costs you incurred to return such items, and except that a customer service representative will make a determination as to whether your items were either shipped in error, lost or damaged in transit, defective, or received with an unreasonable delay.
Return Policy If You Cancel an Order
Returning Products: If you want to replace a product, our return policy set forth in Section 1.1 and our return procedure set forth in Section 1.3 apply to this Section. You must contact our Customer Service via email at customerservice.usa@moondream.com before any replacement take place.
Exchange: If you want to exchange products, you will not be charged shipping costs only if you use the FedEx return label enclosed in the original shipment. If you exchange your product with a cheaper product, we will refund the difference in price; if you exchange your product with a more expensive product, we will charge you the difference in price.
Cancellation: If you want to cancel your order, We will credit your account of the total amount of the purchase price and you will not be charged of any shipping costs if you cancel before 1:00 PM (EST) for any orders submitted after 1:01 PM (EST) the day before. If you fail to cancel before 1:00 PM(EST) for any orders submitted after 1:01 PM (EST) the day before, You will be charged a fixed fee of $10 for our shipping costs.