Frequently asked questions
1. PROCESSING TIME
Orders are typically processed within 2–5 business days, excluding weekends and holidays. Processing time is separate from carrier transit time.
Once your order has shipped, you will receive tracking information using the email address or phone number provided at checkout.
Please make sure all shipping information is complete and accurate before submitting your order.
2. SHIPPING RATES
Standard U.S. Shipping: $7.95
Shipping price May change depending on your shipping address
Expedited shipping, when available, will be calculated at checkout.
Shipping charges are non-refundable except where required by law or when an order is canceled before shipment and a refund of shipping is required.
3. ADDRESS RESPONSIBILITY
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
4.DELIVERED BUT NOT RECEIVED
If carrier tracking shows that an order was successfully delivered but you cannot locate your package, please:
Check around your residence, mailbox, parcel locker, front desk/leasing office and other secure delivery locations.
Check with members of your household and nearby neighbors.
Contact the shipping carrier using your tracking number.
Contact Moenia Loungewear as soon as possible so we can review the shipment information and, where appropriate, assist with opening a carrier investigation or claim.
A carrier scan showing “Delivered” does not automatically qualify an order for an immediate refund or replacement.
Claims will be reviewed individually using available information, including tracking history, delivery confirmation, shipping address, carrier investigation results and other relevant documentation.
Moenia Loungewear reserves the right to deny a refund or complimentary replacement when reliable carrier information confirms delivery to the address provided by the customer, subject to applicable law and payment-provider requirements.
Submitting a claim does not guarantee a refund or replacement.
5. LOST IN TRANSIT
If tracking does not show delivery and the carrier confirms that a package has been lost in transit, please contact us.
We will review the shipment and work with the carrier when appropriate. Eligible orders may receive a replacement or refund after the carrier investigation is completed.
6. STOLEN PACKAGES
If tracking confirms delivery but you believe your package was stolen after delivery, please contact the carrier and, when appropriate, your building management or local authorities.
Moenia Loungewear will review reported delivery issues individually. A report of theft does not automatically guarantee a refund or replacement.
7. HIGH-VALUE ORDERS
For fraud prevention and customer protection, certain orders may require additional verification or signature confirmation before or at delivery.
We reserve the right to cancel and refund orders that cannot be reasonably verified.
8. SHIPPING DELAYS
Carrier delays caused by weather, holidays, transportation disruptions or other circumstances outside of our control may occur after shipment.
If Moenia Loungewear is unable to ship an order within the timeframe promised at purchase, we will provide the customer with the options required by applicable law, which may include consenting to a revised shipment timeframe or canceling the affected order for a refund.
9. FRAUDULENT CLAIMS
Moenia Loungewear reserves the right to investigate suspected fraudulent, abusive or repetitive claims involving refunds, chargebacks, missing packages or unauthorized transactions.
Orders associated with documented fraudulent activity or repeated abuse may be refused or canceled where permitted by law.
We maintain shipment, tracking, order and customer-service records to help resolve delivery disputes fairly.
By placing an order with Moenia Loungewear, you acknowledge that you have reviewed the shipping, return and refund policies presented during checkout.