Refund & Return Policy
HOW DO I CHANGE OR CANCEL MY ORDER?
You can cancel or exchange the order to a new item within 24 hours from the moment you placed your order. After that time, the order is locked for processing/producing reason and cannot be cancelled or changed.
This policy also apply with all the changes you want to make with your order including change size, design or shipping address, etc. Please contact us via mail and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.
- Items are faulty – damaged/broken or soiled upon arrival.
- We sent wrong item – size, style, color.
- Parcels that are lost in transit.
If the item received falls under above criteria, we will happily replace the item at no additional cost to you. Please contact us within 48 hours after receiving your order.
- Measurements are provided on each product’s description to help you get a more accurate fit. We do not bear responsibility due to NON-RECEIPT or REFUSAL because the item that does not fit you. Therefore please read and choose the right size carefully.
- We do not accept returns or refunds if customer changes their mind after receiving their order(s).
- Personalized / Customize Products: Due to the customized nature of some products we produce at Moosfy, we cannot offer returns. Your artwork is designed with care and is entirely personal to you (and your pet). Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received.
The order arrived with one or more items missing.
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping. Please keep this in mind when receiving deliveries.
If an order arrives with a missing item, we will gladly ship out the missing piece.
The tracking system shows that the package was delivered to its destination, but the buyer claims they did not receive the package. We do not offer refunds or reprints for orders marked as delivered. Customers can contact their carrier (i.e., USPS/ UPS, DHL, etc.) for exact details on the delivery, including GPS location.
If the package has arrived at a location different from the recipient address, we will happily resend the item at no additional cost to you.
If the package failed to deliver due to an invalid address was provided, you can contact the courier directly to see if you can get it redirected to the correct issues. We do not offer replacements, refunds, or credits for invalid address entry. Please make sure to double check your order details.
If the package failed to deliver due to address issues but the address provided was valid and correct. We will be happy to replace and reship your order. Please email us at [email protected]
REFUND & RETURNS (if applicable)
Due to human factors and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample shown to you;
- Not what you ordered
- Parcels that is lost in transit or failed to deliver after:
45 business days for US (add more 5 to 7 days due to Holidays, weather condition and the last few weeks of the year)
50-55 business days for other countries such as EU, UK, CA, AU (add more 5 to 7 days due to Holidays, weather condition and the last few weeks of the year)
- We cannot accept the return of used items. Items that are damaged when you receive them due to the fault of the carrier will not be eligible for a refund. While in transit, there’s a chance that packages will become damaged because of shippers, improper handling, water exposure, and many other possibilities that can impair an order. Please understand that damaged products are an unfortunate but inevitable as they are often outside of our control, can affect customer satisfaction. We're sorry for the unexpected incident and we will happily replace the item at no additional cost to you. Please contact us within 48 hours after receiving your order.
Once again, please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received. If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.
Please contact us for the notification of the approval or rejection of your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
- We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- Shipping fee will NOT be refundable once item has shipped.
- You will be responsible for paying for your own shipping costs for returning your item
Please reminded that our policy lasts 30 days for replacement/refund request only. If 30 days have gone by since your purchase, unfortunately, we can't offer you a replacement or refund.
Feel free contact customer service if you need any helps . Thank you.
US Warehouse Address: 410 E Santa Clara Street, Unit #658, San Jose, CA 95113, US
Head Office: 18 Tam Trinh, Hai Ba Trung District Ha Noi 100000 Viet Nam
Office Hours: Mon-Fri: 9AM to 6PM EST
Email support : [email protected]