Shipping policy
PLEASE READ:
We are not responsible for lost/stolen/misplaced packages by the postal service during transit to your destination, returned packages due to incorrect shipping addresses or ANY postal service issues. This includes customs fees, duties, charges of ANY kind. If your package is marked as delivered, you are required to contact the postal service first to have them open an inquiry. If you also purchased Navidium Package Protection for your order, please also contact us to let us know the situation and we will work with you on a resolution.
Please see below a brief summary of Navidium's package protection policies.
- Lost - stuck in transit
Domestic: The issue must be filed between 7 and 30 days from the last shipping update.
International: The issue must be filed between 20 and 30 days from the last shipping update.
- Stolen - marked as delivered
The issue must be filed between 5 and 15 days from when the order was marked delivered.
Stolen orders over $100 USD require a police report.
- Damaged
The issue must be filed with photos of damaged package and item, no later than 15 days from when order was marked delivered.
Lastly, please email us to make us aware so that we may keep in touch with you to assist any way possible. We will NOT under any circumstances be responsible for lost/untracked/stolen or customs retaining your package. We offer customers the option to purchase insurance. We are not responsible for any customs charges or fees that may be charged to you upon delivery of your package to your country, and we do not reimburse any customs charges or fees imposed by your country, so please keep this in mind when placing an order.
By completing your purchase with Terra Moons Cosmetics, you acknowledge and agree to the terms specified above.
Terra Moons Cosmetics ships world wide.
PLEASE READ:
Our normal processing time for regular orders that do not include any pre ordered items is 15-20 business days, however during high volume times or sales, it may take slightly longer.
This does not account for pre-orders. Pre-orders will start to ship in the order they were received on the designated start ship date which means not all orders will be shipped on that specific date.
Once we begin to process pre-orders, it can take several days to a week or more in order to fulfill them all.
Pre ordered items and regular items in the same order will ship together at the same time in the order that they were received. We will not modify/adjust/cancel/refund orders once they are placed with the exception of urgent address changes. This includes combining orders or adding on to existing orders, editing or adding discount codes, etc. Please review our FAQs for COVID-19 info and our shipping policy before placing your order.********
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Each request for an order requires individual attention to detail. We strive to ensure quality and consistency with our products. Our normal processing time for regular non pre-orders is 15-20 business days. This does not include shipping time. Shipping time may add time depending on the location being shipped to, and in some cases due to COVID19 delays and shutdowns, orders can take months to arrive.
HOW DO PRE-ORDERS WORK?
We operate on a "rolling pre-order" format for our specialty pre ordered items. We do this because we believe it not only allows you to purchase items that you want when you want but also can help to alleviate the stress that can be caused during launches with limited quantities of products available. Since TM is an extremely small handmade brand, we operate within strict production timeframes. This means we typically open pre-orders for a set amount of time and provide our customers with an anticipated "start ship date" of pre-orders placed during the specified timeframe. Pre ordered items and regular items in the same order will ship together at the same time in the order that they were received. Once we begin to process pre-orders, it can take several days to a week or more in order to fulfill them all. Pre ordered items cannot be cancelled, refunded, or adjusted with the exception of shipping address changes. Please review our shipping policies prior to placing your order regarding adding insurance and COVID-19.
WHERE CAN I FIND THE START SHIP DATE OF MY PRE ORDER?
Pre ordered items have a date listed underneath the product title when you select them to purchase as well as a clear label that indicates they are a pre ordered item - that date is the date that is referred to as the START ship date.
