RETAIL CUSTOMERS (SEE BELOW FOR WHOLESALE)

SHIPPING

Moon Mountain's shipping department operates from Monday - Friday, 9am - 3pm (EST). Weekends and Federal holidays are excluded from our hours of operation. Moon Mountain has a 1-3 business day internal processing time to bottle, seal, label, pack and ship your order (If you select any form of overnight shipping, your order is printed and processed same-day to ensure the fastest possible delivery time). Please note that this is in addition to any projected shipping times for your shipping method of choice. We strive to get every order out as fast as possible, and we appreciate your patience during this time of high volume!  We can ship to virtually any address globally. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Please also note that the shipping rates for all items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

A list of shipping services, including the policies and projected shipping times for each service, can be found here for USPS, and here for UPS.

 

RETURNS/EXCHANGES

You may return items that you have received that are incorrect based on your initial invoice, or any defective item, and Moon Mountain will happily issue an exchange or refund. Moon Mountain will pay the return shipping costs if the return is a result of our error. All return requests are subject to Moon Mountain administrative approval.

 

REFUNDS

In the event you require a refund there are two options:

Option 1) You can receive a credit directly to your account in the form of an electronic store credit coupon to use on any future orders.

Option 2.) Moon Mountain will refund the card used at the time of purchase.  This refund typically appears on the account within 7-10 business days from the issuance date.  Please note that in the event that a physical return of merchandise is required, the issuance of the refund will take place once Moon Mountain has received and verified the merchandise in question.

 

Have a question that isn’t covered here?

Any questions about your specific order can be emailed to our Customer Service manager Tommy at CustomerService@moonmountain.com, or call him directly at 813-440-4542 (please include your name and order number!).

 

WHOLESALE CUSTOMERS

Returns Policy

You may return items that you have received that are incorrect based on your initial invoice, or any defective item. Moon Mountain will pay the return shipping costs if the return is a result of our error. All return requests are subject to Moon Mountain Administrative approval.

 

Exchange Policy
Our program allows you to exchange e-liquids purchased from us if you are unable to sell them within a 90-day period. On any new order made, Moon Mountain will buy back your remaining quantities of the order within the 90-day term for HALF of the wholesale price. This can be applied to your reorder replacement. Returned products will be subject to inspection for quality and may require purchase of damaged goods. You are required to ship back the goods to us properly packaged.


Refunds

In the event you require a refund Moon Mountain has two options:


Option 1.) You can receive a credit directly to your account to use on any future orders. Please contact your sales representative to discuss.

Option 2.) Moon Mountain will refund the card used at the time of purchase. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund faster. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).


Shipping

We can ship to virtually any address globally. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for all items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.