INTERNATIONAL & DOMESTIC SHIPPING POLICY & COVID-19 UPDATES
We are still operating as normal. We strongly encourage our customers to purchase insurance on your order, especially if you place a large order or are international. If your package is lost, stolen, damaged, or ANYTHING happens due to postal service issues, we cannot assist unless you have insurance. This allows us to process a claim with the shipping agent and have your order reimbursed.
We are continually monitoring the news for changes that could impact our customers and adjusting accordingly. If anything changes in terms of disruptions to our business, we will notify all of our customers with updates.
We use USPS for shipping all orders as it is the least expensive option for our customers. As with every delivery service right now, packages may be delayed longer than normal and deliveries may be slower due to lack of available transportation for shipments. In certain cases, we may ship your order through a different mail carrier if it is more beneficial.
WE STRONGLY URGE YOU TO REVIEW THE USPS WEBSITE (linked below) TO MONITOR FOR DELIVERY DISRUPTIONS IN YOUR AREA. PLEASE CHECK FOR UPDATES IN YOUR AREA ON WHETHER OR NOT PACKAGES ARE BEING DELAYED OR IF YOUR AREA HAS STOPPED ACCEPTING PACKAGES FROM U.S BEFORE ORDERING. PLEASE REVIEW THIS PRIOR TO PLACING YOUR ORDER. VISIT https://about.usps.com/newsroom/service-alerts/international/welcome.htm FOR MORE INFORMATION ON INTERNATIONAL SERVICE DISRUPTIONS. TERRA MOONS COSMETICS IS NOT RESPONSIBLE FOR POSTAL SERVICE DELAYS/ISSUES. WE WILL NOT REFUND/CANCEL ORDERS DUE TO POSTAL SERVICE ISSUES/DELAYS.
Terra Moons Cosmetics ships world wide.
PLEASE READ: Our normal processing time for regular orders is 10-15 days, however during high volume times, 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. It usually will take us a few days to fulfill all orders once we begin to process them. 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.********
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. If your package shows delivered, you are required to contact the postal service and contact Terra Moons Cosmetics via email only to let us know so we can investigate it with you. 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 and/or upgrade your package to Priority International Mail through USPS. 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.
At Terra Moons Cosmetics, you are more than just a customer, you are our reason for doing what we do.
WHAT IF I HAVE TO RETURN THE COSMETICS I PURCHASED?
Any concern regarding damaged or defective products must be submitted within two (2) days of your order marked as delivered by the postal service via tracking information. Requests should be sent via email ONLY to firstname.lastname@example.org to ensure proper receipt of your complaint. We reserve the right to request pictures and or videos to assess the nature of the request.
If your item was damaged during transit, please email us at email@example.com within two (2) days of your package being marked as delivered by the postal service with a picture/video of the damaged item. It is up to the discretion of Terra Moons Cosmetics to determine if a replacement item is warranted depending on the nature of the damage. We do not offer refunds for items that were damaged during transit. We will offer store credit to the account the items were purchased under.
We will only accept returns on unopened, undamaged, unused products you ordered. Unfortunately, we do not offer refunds for returned merchandise and return shipping fees are non refundable. We will issue a store credit to your account with us and that store credit will not expire and can be used anytime. Once the items are returned back to us, we will then issue the store credit on your account.
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 10-15 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.
WHAT ARE YOUR EYESHADOWS MADE FROM?
We have a page dedicated to the ingredients that we use in all of our products. In some cases we will list our ingredients under our products. All of our products are vegan, unless otherwise noted on the individual product. Ingredients such as Carmine and Ferric Ferrocyanide would be considered non-vegan. These are specific pigments that are used to produce certain shades. We will make sure to list when a product is vegan or non-vegan.
WHAT IF I HAVE ALLERGIES TO SPECIFIC INGREDIENTS?
Before placing an order, please review our ingredients page for all of the ingredients we use in our cosmetics and use your best judgement when purchasing items for your personal use. We will not be able to refund products that have been used due to the nature of our products. If you have questions about any of our ingredients, please email us at firstname.lastname@example.org before placing your order. All of this information can be found in our refund policy at checkout as well.
WHAT IF THE COLOR I ORDERED LOOKS DIFFERENT ONLINE?
We cannot account for different screen resolutions/brightness of screens or any screen settings or variations from device to device. We do not refund for altered/variation of color due to screen resolutions. We do our best to provide swatches to depict the item's true color.
HOW DO PRE-ORDERS WORK?
We operate on a "rolling pre-order" format for our specialty items. We typically open pre-orders for a set 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 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.