SHIPPING & RETURNS
Shipping Policy
At Moonlight Ink Co., we offer fast and reliable shipping to ensure that you receive your orders on time and in perfect condition. We charge a flat rate of $5.99 for all orders, along with offering FREE SHIPPING on all orders over $59.99. We take great care in packaging your orders, using high-quality materials to keep your items safe during transit. If you have any special requests or questions about our shipping methods, please don't hesitate to contact our customer service team and we'll be happy to assist you. We want you to have the best experience possible when shopping with us, so please let us know how we can improve our service.
RUSH Processing
If you need items sooner than our standard processing time frames, we may have options to get your items to you faster by either RUSHING your order or upgrading to EXPRESS (overnight) shipping. Please contact us and let us know when you need your items and we will let you know if this is possible and what your options are. Additional Fees will apply according to the option that is chosen. All Rush orders will be invoiced in order to apply the fees accordingly.
Return & Exchange Policy
All CUSTOM items are NOT applicable for a return/exchange.
Refund Policy
If you are returning/exchanging items and a refund needs to be processed, you have two options for receiving a refund.
Option 1: Receive a refund to your original payment method for the total refund amount minus a 10% restocking fee.
Option 2: Receive a refund in the form of store credit (digital gift card) that is valid for 6 months from the date the refund is issued. A restocking fee does not apply to this option.
Return/Exchange Process
If items were shipped, they must be shipped back at the customer's expense and any refunds will be for the product cost only. Shipping costs are non-refundable. You MUST contact us within 3 business days of receiving your order to inquire about returning your order. Any items returned to us without prior contact are not eligible to be returned, will not be sent back to the customer, and will not be eligible for a refund.
Returned items are subject to inspection. We reserve the right to not credit the cost of items returned in less than new condition. Items cannot be used in any way and sealed rolls/packages must still be sealed to qualify for an exchange.
Any orders placed online for local pickup are treated as in store returns/exchanges so please see details above.
Order Issues
If you have issues with your order arriving damaged, incorrect items were received, or other errors, please double check that you got something DIFFERENT than you ordered. If so, please contact us with information about the issue including photos (if applicable) within 3 days of the order being delivered.
If we are able to verify that an error or damage occurred, we will either refund you for the cost of the item or replace item with the issue. It is within our discretion to decide for each situation if a refund or replacement will be issued.
If items were damaged, sufficient photos of the damage and packaging are required for us to be able to file an insurance claim. If you are not able to provide us photos showing the damage, unfortunately we won't be able to refund or replace the items since we won't be able to file a claim for reimbursement.
Order Add On Policy
Please contact us as soon as possible if you are wanting to add to your order. In most cases we can, but your order will be updated to the processing time based on the most recent order.
Order Cancellation Policy
The production process of your order is normally started within a few hours of your order being placed. Because of this, we are usually not able to process cancellations. If you need to cancel your order, please contact us ASAP to find out if it is even possible. When cancelling an order, if eligible, you will be able to choose one of the following options for your refund:
Option 1: Receive a refund to your original payment method for the total refund amount minus a 10% restocking/cancellation fee.
Option 2: Receive a refund in the form of store credit that is valid for 6 months from the date the refund is issued. A restocking/cancellation fee does not apply to this option.
We cannot guarantee cancellations on any orders but generally orders with custom physical items can be cancelled if you contact us within 12 hours.
If your order needs to be cancelled because you are wanting items printed that we are unable to print (copyright restrictions) or you did not allow enough time for the order to be processed based on our stated processing times, you will be refunded for your order minus a cancellation fee of 10% of your order total. We have our processing times and copyright policies clearly stated on our website for you to read before placing an order.
If we need to clarify something on your order or are waiting for your response about an order and don't hear back from you, we will automatically cancel the items on your order that we cannot proceed with if we are unable to get a response after 14 business days. If this happens, Option 1 above will be processed including a 10% cancellation fee. If you have a combination of custom items (needing response for) and ready to ship items, we will only cancel the portion of your order that we haven't heard back about.
If you are unsure about our processing times or copyright policies, we recommend contacting us BEFORE placing your order.