Shipping & Delivery

1. Order Processing
Order processing is the time between when you place your order and when it is handed to our shipping carrier. All orders are processed within 1-3 business days (excluding weekends and public holidays) after payment confirmation. Please note that processing times may be slightly extended during major sales or holiday periods.

2. Shipping Destinations & Carriers
We are proud to ship internationally from our warehouse in Hong Kong. Our primary shipping partners include SF Express and other reputable international carriers. Depending on your location and the selected service, your package may be handed over to a local postal service or another courier for final delivery.

3. Shipping Costs & Delivery Times
Shipping costs and delivery times vary depending on the destination, shipping method selected, and total weight of your order. The following table provides general estimates. Please note that these are estimates and not guarantees. Exact shipping costs and times will be calculated and displayed at checkout.

Shipping Method	Applicable Regions	Estimated Delivery Time (After Processing)	Shipping Cost
Standard Shipping	Most International Countries	10 – 25 Business Days	Calculated at Checkout
Express Shipping	Most International Countries	5 – 10 Business Days	Calculated at Checkout

Please be aware that from Hong Kong, certain “International Express+” services may apply a surcharge for oversized or overweight packages .

4. Customs, Duties, and Import Taxes
You are purchasing from Hong Kong, and your order is an international shipment. Please be aware that:

• You, as the customer, are the importer of record.
• Your package may be subject to import duties, taxes, and custom clearance fees imposed by the destination country. These charges are the responsibility of the recipient.
• We are unable to determine what these charges will be, as they vary by country. For more information, please contact your local customs office.
• Note that all items are accurately declared on customs forms as required for international shipping.

5. Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number and a link to track your package’s journey. You can use this number on the carrier’s website for real-time updates .

6. What If My Order Is Delayed?
While we strive to meet all estimated delivery times, occasional delays may occur due to factors beyond our control, such as:

• Customs clearance procedures
• Weather conditions
• Carrier logistical issues
• Local holidays

If your order is significantly delayed beyond the estimated timeframe, please contact us at [email protected], and we will do our best to assist you by investigating with the shipping carrier.

7. Lost or Stolen Packages
Moonglowloom is not responsible for packages that are lost or stolen after they have been marked as “delivered” by the shipping carrier. Please ensure your shipping address is accurate and secure upon checkout. If your tracking information indicates that your package was delivered but you have not received it, we recommend first checking with neighbors or your local post office.

8. Returns & Refunds
Please review our separate Return & Refund Policy for detailed information on how to return products. Please note that original shipping costs are non-refundable unless the return is due to an error on our part.

9. Contact Us
If you have any questions about your order or our shipping practices, please contact our customer service team at [email protected]. We aim to respond to all inquiries within 2 business days.