FAQ

To deliver your favorite products, we have partnered with the most reliable companies. We are ready to entrust them with your orders and are always on your side if something goes wrong. Please note that orders require a signature on delivery. If you are not available to sign for your order, the postal carrier will leave a note with instructions for pick up from a designated post office. Delivery is subject to the terms of the relevant postal service. While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us. We cannot deliver to a post office box address. If any items in your order are out of stock at the time your order is packed, we will notify you via email and refund you for those items.

Depending on the value of your order and the destination country, you may be charged import or customs charges. These charges are imposed by the destination country and we are not able to control or estimate any applicable fees or charges. Any applicable charges are the responsibility of the person receiving the parcel, and are not included in the cost of delivery. Please check with your country’s customs service if you need more information.

No, unfortunately orders cannot be delivered to PO Boxes.

Once your order has shipped, we will send you a shipping confirmation email with a link to track the order on the carrier’s website. By clicking the link, you will be able to check the status of your order once it’s in transit. Note: It may take 24-48 hours for your tracking information to reflect details on the UPS, FedEx, or Yanwen sites.

It’s a busy time, but we’re working closely with our delivery partners to get your orders to you as safely as possible. There could be delays of up to 2 weeks. While most orders will arrive earlier, we want to be upfront about what to expect. Once you get your shipping confirmation email, you’ll be able to get the latest updates via the tracking link. If your order is placed on a Public Holiday it will not be processed and despatched until the next businesss day. During National and State specific public holidays or busy sale periods you may experience a delay in receiving your order.

Here’s the returns & refund policy, please check the below link, https://moonyao.com/products/pages/returns

In order to get your orders to you as quickly as possible, we have a limited window to change or cancel orders. Changing/Canceling your order: 24 hours to change or cancel your order. Correct your shipping information: 48 hours to correct your shipping information. How to: Contact us by email, before the limited time. The order can not be changed or canceled, after shipping.