FAQs & Terms and Conditions
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 you to process a claim with the shipping agent and work toward a resolution.
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 or shipping carrier, packages may be delayed longer than normal and deliveries may be slower due to lack of available transportation for shipments or customs related issues. In certain cases, we may ship your order through a different mail carrier and will do so if that is the only available option. Shipping carriers can and do change their policies at any time. This can include not offering USPS Ground Advantage international shipping or the ability to insure packages. We may not be aware of changes until we receive an order from a location that has had a recent change in which case we will work with you to find the best option for shipping.
Terra Moons Cosmetics ships world wide.
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. Any orders marked as delivered but are not received will only be eligible to have the order replaced, not refunded.
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.
If your order is under $200 USD, your order will automatically be covered with insurance protection so you will not need to purchase additional insurance. If your order is above $200 USD, please consider adding insurance through Navidium.
By completing your purchase with Terra Moons Cosmetics, you acknowledge and agree to the terms specified above.
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.********
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 orders@terramoonscosmetics.com 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 orders@terramoonscosmetics.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 DO I FILE A CLAIM USING NAVIDIUM PACKAGE PROTECTION?
NAVIDIUM PACKAGE PROTECTION CLAIM FILING REPORT REQUIREMENTS:
It is understood and agreed that the following timelines for claims transmittal must be adhered to in order for a claim to be processed:
• Claims for packages presumed to be lost by the carrier, where the status is “not delivered” must be filed no sooner than 7 days after the scheduled delivery date for domestic shipments (and 20 days for international shipments), but not later than 30 days from the date the shipment was originally scheduled to be delivered.
• All other claims for loss or damage should be filed as soon as discovered but in no event later than 60 days from the purchase date.
• Claims for packages marked by the carrier as “delivered” yet not received by the customer must be filed within 15 days from the date and time shown by carrier as delivered. Underwriters reserve the right to require proof of either a copy of a police report showing report of theft or security video recording showing evidence of theft.
HOW TO FILE A CLAIM:
Please email us at orders@terramoonscosmetics.com.
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.
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.
HOW ARE YOUR EYESHADOWS PRESSED?
All of our eyeshadows are hand pressed and handmade here in Florida! We do not use a commercial machine to press our shimmers or highlighters. Variances in weight, print pattern, press and labeling are normal and to be expected. Each single pan will contain a minimum of between 1.3g - 1.5g for the pigment itself (not including the weight of the pan which can be anywhere between 1.29g - 1.33g. We stock a variety of pigments that we use - some are light and fluffy pigments and others are more dense containing varying micron sizes. Our eyeshadows are sold by weight, not by volume. We do our best to ensure uniformity across the appearance of our products, but want to set the expectation that appearances can vary since we are a handmade brand.
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 as we are not responsible for any reactions. 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 info@terramoonscosmetics.com 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. We also have many creators that provide content for us using their own swatches of our products that can be found on our website and on our socials.
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.
DO YOUR PRODUCTS HAVE A SHELF LIFE?
We use a broad spectrum preservative that is paraben-free and formaldehyde-free. However, we cannot guarantee any definite date of shelf life for any of our products. Please discontinue use if you notice a change in the product's consistency, texture, appearance, smell or any other change. We are not responsible for any adverse reactions you may have by using our products.
WHAT SHADOWS ARE EXCLUDED FROM DISCOUNTS?
Our Lunar Luxe collection is currently excluded from discounts and this includes rewards coupons redeemed from points. The products in the Lunar Luxe collection are subject to change at any time without notice.
HOW DOES YOUR REWARD SYSTEM WORK?
You earn 1 points for every $5 spent at our online store. After you have accumulated a minimum of 50 points you can then redeem for a discount code that you can apply toward an eligible purchase. Our reward system is subject to change at any time without notice.
