Shipping policy

ORDER PROCESSING
We process orders during regular business hours, which are Monday through Friday, 9am – 5pm. We do not process orders during weekends or national holidays. We strive to pack orders and handoff to the shipping carrier within 1 to 2 business days.

SHIPPING CARRIER
We ship all orders via the United States Postal Service (USPS). Transit times depend on the destination as well as the shipping method.  We will email you a tracking number once your order has been shipped.

SHIPPING METHODS & RATES
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* Customs brokerage fees, import duties, and taxes on international shipments, if applicable, are the responsibility of the recipient.

INTERNATIONAL
We will ship international orders with all the necessary paperwork legally required of us. Your order may be subject to brokerage fees, import duties, and taxes, which are levied once a shipment reaches the destination country. You will be responsible for paying additional charges for customs clearance because we have no control over these government-imposed charges and cannot predict what they may be. There may also be additional shipping fees charged once the package arrives in the destination country to facilitate delivery to the destination address. Customs policies vary widely from country to country. Please contact your local customs office for further information. Additionally, when ordering from mapleandmoon.com, you are the importer and must comply with all laws and regulations of the destination country. You authorize the designated carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.

To avoid a delay in receiving your order from customs, please consider the following:

• Provide us with a phone number where you can be reached by customs when the product arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
• Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for about 5 days after arrival in your country before they return it to the sender.
• We do not refund original shipment charges for goods that are refused for delivery at customs. Your privacy is important to us, and we know that you care about how information about your order is used and shared. Please be informed that international shipments are subject to opening and inspection by customs authorities. We may provide certain order information, such as product descriptions and order totals, to the shipping carrier who may, in turn, communicate that information to respective customs authorities to facilitate customs clearance and comply with local laws.

DELIVERY TRACKING
An email with tracking information will be mailed to you as soon as your package is handed over to the shipping carrier. If you do not receive this information, please send us an email and we will reply with the tracking information. Please follow up directly with the appropriate shipping carrier to get detailed status of the delivery of your package.

UNDELIVERABLE SHIPMENTS
If for any reason, a package is undeliverable by the shipping carrier, it will be considered abandoned. If the package is returned to us, we will make every reasonable effort to contact you for a revised shipping address. If we cannot reach you, we will refund you the cost of the items (excluding the initial cost of shipping, and any associated fees we were assessed to have the items returned to us). If we do receive a revised shipping address from you, we will then reship to the revised address after receiving payment for the additional cost of reshipping. If the package is NOT returned to us, you will be responsible for all charges related to the abandoned package including the cost of the merchandise.