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Customer Service & Shipping Information

Discover Your Moon Phase...

Using the Your Moon Phase calculator, please click "Find my Moon" and select the Month, Day, Year and region of your special occasion, then click on "Discover Your Moon Phase” to see the phase of the moon for your special day, and the products available for that moon phase. 

Custom products, such as the Duo Necklace and the Birthstone Necklace, come with one additional charm per valid item (e.g., Duo necklaces come with 2 Your Moon Phase charms, each charm representing your special date; Birth Month Necklaces come with one Your Moon Phase charm and your choice of one Birthstone charm). Charms not sold separately.  

Your Moon Phase reserves the right to refuse or cancel an order for any reason including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified by our fraud avoidance department.

Order Changes

Once you submit your order, we are unable to make changes to the order. If you need to cancel an existing order and place a new/updated order, please contact customer support as soon as possible at 407-710-9799. Cancellation requests are not guaranteed. Non-personalized/engraved items may be returned in accordance to our return policy.

Engraving Information

For a $10 fee, we can engrave a special message on the back of Your Moon Phase Charm. You may request 3 lines of text, with up to 13 characters per line, including spaces. We are unable to engrave special characters, such as harts, stars, emojis, accent marks, etc. If you request invalid text or too many characters, in order to prevent a delay, your order may be canceled, however, you are welcomed to place a new order with the applicable revisions. Once engraved, the product is non-refundable.   

Shipping & Order Processing

Non-engraved orders are processed and shipped within 2-4 business days (Monday through Friday from 9 AM – 6 PM EST.). Engraving orders and custom products (engraved items, the duo necklaces, bracelets), may take up to 7-10 days to ship.

IMPORTANT: Standard order processing time applies to orders with expedited shipping. 

Once your order ships, we will send you a shipping confirmation by email and/or by SMS message. Your shipping confirmation will include information about your order and tracking number. Please note your tracking information may take 1-2 business days to begin updating.

Please carefully review your shipping address before submitting your order to us. Once your order ships, we are unable to make changes to the order or to the shipping address.

Shipping Rates & Shipping Options- Shipping options and rates are calculated for you at checkout. We will ship your order using the shipping method that you select. Shipping rates are calculated based on the subtotal of your order, the shipping method selected, and the shipping address.

Estimated Delivery Dates - Estimated delivery dates will vary based on the shipping method that you select. Delivery estimations do not include weekends or holidays. Standard (USPS) shipping delivery dates are estimates. First-Class Mail is not a guaranteed service. Delivery by a specific date or at a specific time is not available with Standard USPS First Class Shipping. 

Expedited Shipping - FedEx Expedited Shipping options are provided at checkout. Delivery dates are based on business days (excludes Saturday and Sunday). Weekend delivery is not available and FedEx does not deliver to Post Office Boxes. Our order processing time still applies to orders with expedited shipping. 

Delivery Issues - If we receive your package returned due to a delivery/address error, we will contact you within 5-7 business days for a re-delivery solution. Once your package ships, we are not responsible for lost, stolen or undelivered packages. If your package has been missing for one or more weeks past the expected delivery date, please contact our customer support department for assistance. Reshipping fees may apply.  

Shipping Errors or Damaged Items - If you are dissatisfied with your purchase due to a shipping error or delivery issue, or you are missing an item from your order, please contact customer support at support@yourmoonphase.com to report the issue.

Domestic Shipping

Standard delivery will typically take 3-5 days (excluding Sundays and national holidays). Most orders ship with USPS First Class Mail. Free domestic shipping is valid for domestic orders of $50 or more after promotions and discounts are applied. First-Class Mail is not a guaranteed service. Delivery by a specific date or at a specific time is not available with First Class/Standard Shipping. 

The mail carrier will deliver the package to your mailbox if it fits. If the package does not fit inside your mailbox, the carrier will leave the package at your door (if secure), a parcel locker, with a neighbor, or if applicable, with the front desk staff (e.g., business address, apartment complex, etc.).

FedEx Delivery Manager

With a qualifying FedEx Domestic shipping service, FedEx Delivery Manager allows you to customize and monitor your FedEx deliveries. Once you create your account, you will have access to many complimentary services, such as delivery notifications, request to hold packages at a FedEx location provide delivery instructions, sign for a delivery in advance and more.

For more information, or to sign up for FedEx Delivery Manager, please visit their website or click on the following link: https://www.fedex.com/apps/fdmenrollment/

Service valid for FedEx Express®, FedEx Ground®, and FedEx Home Delivery® packages. Sign up is free.

International Shipping

Standard delivery will typically take 14 – 21 business days (not including weekends or holidays). Most orders ship with FedEx Economy Shipping or First Class USPS International Mail.

Delivery dates and delivery estimations are based on business days (excludes Saturday and Sunday). Weekend delivery is not available. International orders may be subject to customs delays.

Free shipping is valid for International orders totaling $100 or more after promotions and discounts are applied. Orders that qualify for free shipping will ship with FedEx International Priority Shipping. FedEx International Priority shipping typically takes 5-7 business days.

Delivery dates may be prolonged, or packages may be undelivered due to incomplete or invalid shipping addresses. Please verify your shipping address before submitting your order.

Non-delivery -If you refuse delivery of an item after it reaches its final destination country, or if you are unavailable for delivery after a certain number of attempts, your package will be returned back to Your Moon Phase. Upon our receipt and inspection of the returned product(s), your order will be refunded, less any import tariffs, taxes, shipping and handling fees we may have incurred due to the package being returned back to the United States. Depending on the condition of the return/products, restocking fees may also apply.

All commodities are exported from the United States in accordance with the Export Administration Regulations. Diversion contrary to U.S. law is prohibited. 

Return Policy

The Holidays are here! Shop with confidence this Holiday Season with our Extended Holiday Return Policy. Purchases made now through December 24th may be returned for a refund for any reason, less original shipping cost, now through January 31st. 

Custom engraved/etched items are non-refundable. Proof of purchase required. Standard policy restrictions apply. 

If you are not completely satisfied with your order, you may return it to us within 30 days of the shipping date for a refund. In order to qualify, products must be in their original packaging, be unaltered and undamaged. Earrings and engraved items are non-refundable.

We do not cover return shipping costs. Upon request, we will provide a USPS First Class or Priority shipping return label, however, the return shipping cost will be deducted from your refund. Depending on the item and the condition of your return, we may deduct a restocking fee of up to 15%-30% from your refund. Original shipping costs are non-refundable, unless extenuating circumstances apply.

Most domestic returns take approximately 5-10 business days to arrive at our distribution center. Estimated dates are not available for international returns. Once received, we will inspect the return and process the unused/unopened items into inventory.

Once processed, your refund will be issued back to the original payment method used to complete your order. Please note, Your Moon Phase issues your credit, however, it is your credit/debit card company will determine the date your refund will post to your account. For exact posting dates, please contact your credit/debit company directly.

Please follow these steps to ensure your return is processed quickly:
  • Contact customer support to request a product return form and/or please include a copy of your invoice and note the reason for your return.
  • Please be sure to include the return form or invoice as this will prevent processing delays or inaccuracies.

    • Finally, package your items securely and drop your package off at Post Office or your preferred Parcel Point. You will receive a confirmation email as soon as your refund is processed. Please note that it may a few days for your financial institution to credit the refund.
    Your Moon Phase Return Address:
    Your Moon Phase
    Returns Department
    3601 Vineland Rd, Ste 14
    Orlando, FL 32811

    Product Replacement Policy

    Our products help tell your special story and we want you to cherish them for a lifetime. Prior to our accepting an item into our inventory collection, the item must successfully pass through multiple Quality Assurance inspections. We do this so that you can enjoy a bit of peace of mind knowing that we stand behind our products 100%, backed by a 12 month limited warranty. Certain restrictions apply.

    This limited warranty will commence on the original sale date and continue for a 12-month term. We will either replace or repair the flawed product. To receive free replacement or repair, you must first send a clear photo or video of the flawed (manufacture defective) item and the product packaging if applicable. Please be sure your images are captured with good lighting, at a close to medium distance. This will help us to properly identify the item(s) and verify the issue(s).

    Misused items, i.e., items that are damaged/broken due to misuse or carelessness, whether accidental or intentional, are not covered. Over time, natural product degradation is normal and is not covered by the warranty. Please properly care for your item(s) in order to prevent premature tarnishing or degradation. Applies only to merchandise used for the purpose designed. Lost, stolen, or altered items do not qualify under the warranty. Unauthorized repairs will void warranty. Your Moon Phase reserves the right to deny a repair/replacement request if the information outlined within the policy is not provided and/or if the information provided is insufficient to verify the order or product flaw.   

    Upon approving your claim, you will receive a return form, an RMA authorization number, and a pre-paid return label. Once we receive and process your return, we will ship your replacement to the address on file. The process typically takes 5-7 days. Please ship the applicable item back to us within 30 days of receiving your RMA number and return label.

    In order to enact your warranty, you must have a verifiable/qualifying Your Moon Phase® official product. Proof of purchase is required. We reserve the right to update, change, or modify these terms at any time, with or without notice. For more information, or to submit a claim, please email Customer Support at support@yourmoonphase.com

    Coupon Codes & Promotions

    Coupon codes are valid during the stated promotional time frame and cannot be applied after the order has been placed. Only one code may be applied per order.

    Quantity Discounts - We offer volume discounts for special events and wholesale customers. Please contact support@yourmoonphase for more information.

    Donation Requests - Due to the high volume of requests, we are unable to provide donation or sponsorship information through live chat or by phone. All submissions must be emailed and include an official donation request letter (sent on your organization letterhead). If your organization meets our qualification and verification requirements, one of our representatives will reach out to you.

    Customer Support Contact Information

      Customer Support Phone Number: (407) 710-9799

      Customer Support Email Address: support@yourmoonphase.com

      Chat with us live during regular business hours by clicking the "Chat Now"button located on the bottom of your screen. 

      We're here Monday - Friday from 9am - 6pm est. and we'd love to here from you!

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