What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover, ShopPay, PayPal, Amazon Pay, Apple Pay, Venmo, and Moonkoo gift cards. Only one credit card may be used per order. Your card will be charged at the time of purchase. All prices are in USD.

Why is my card being declined when I try to place an order?
If your card is declined, make sure your billing address matches the one associated with your card. If the issue persists, please contact your bank.

How do I use a promo code?
Enter your promo code during checkout in the "Promo Code" box and click "Apply." Only one promo code can be used per order. Promo codes cannot be combined with other offers or used on gift cards, sale items, or certain product categories.

Where do you ship?
We currently ship to all 48 contiguous U.S. states. Unfortunately, we are not able to ship to Alaska, Hawaii, or internationally.

Do you offer free shipping?
Yes! Enjoy free standard shipping on orders over $70 within the contiguous U.S. For orders under $70, a flat rate of $8.95 applies.

How long will my order take to arrive?
Orders usually take 1-2 business days to process in our warehouse. After that, shipping typically takes 2-7 business days, depending on your location. During busy periods like holidays, processing may take up to 5 business days, and delivery could take 2-10 business days.

Do you offer expedited shipping?
Yes, we offer expedited shipping for an additional fee on eligible orders. If you're in a hurry, you can choose this option during checkout.

What shipping carriers do you use?
We use UPS, FedEx, and USPS to ship your order. The carrier is chosen based on the most efficient delivery option for your address.

How can I track my order?
Once your order ships, we’ll send you a tracking number via email. Please note that it can take up to 24 hours for tracking information to update.

I can’t find my order. What should I do?
If you're having trouble locating your order, feel free to reach out to us at info@moonkoo.com. We’re happy to help!

My order arrived damaged. What should I do?
We're really sorry to hear that! Please email us a photo of the damage at info@moonkoo.com, and we'll take care of it for you.

Can I change my order after placing it?
We have a very short window to make any changes to orders. Please contact us as soon as possible at info@moonkoo.com, and we’ll do our best to accommodate your request.

Can I change my shipping address?
If you need to update your shipping address, email us quickly at info@moonkoo.com, and we'll assist you if it's still possible to make the change.

20-Day Return Policy

At Moonkoo, we want you to love your purchase. If for any reason you're not satisfied, we offer returns or exchanges within 20 days of purchase for items bought on our online store. To qualify:

• Items must be in perfect, brand-new condition.
• All original packaging, tags, and labels must remain intact.
• We cannot accept returns on worn, damaged, or non-saleable products unless they arrived defective or damaged.

Please note: Return shipping costs will not be refunded unless the item is faulty or damaged in transit.

Sale items are final sale and cannot be returned or exchanged.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged or incorrect, we’ll offer a replacement or full refund. Please contact us immediately at info@moonkoo.com before returning the product. We’ll provide a prepaid return label for free return shipping.

How to Return an Order

1. Contact Us: Email info@moonkoo.com with your order details and photos (if applicable) to start the return process.
2. Return Approval: Wait for our response with instructions on where to send your return.
3. Pack and Send: After approval, securely package the item and include any return details we’ve provided.
4. Refund Processing: Your refund will be processed as soon as we receive the returned item.

Exchanges

If you’d like to exchange an item, we recommend placing a new order for the product. This ensures you get what you want quickly without waiting for the return to be processed.

If you have any questions or need assistance, please email us at info@moonkoo.com. We’ll respond as quickly as possible within our business hours: Monday to Friday, 9am-6pm ET.