Shipping Information

Where’s my order?

Your order goes through the following steps once it has been placed. You will receive 3 emails:

1. Order Confirmation
2. Shipment Confirmation
3. Order Delivery Status Notifications

How long does it take to receive my order, and how much will it cost to ship?

Processing Time:
All orders are processed within 3 – 5 business days. It takes 1 – 3 days to ship your order to our warehouse, put your name and address on it, and ship it out.

Shipping Time:
You will receive your order in:
– 7–15 business days for Standard Shipping
– 3–10 business days for Expedited Shipping
(Shipping time is counted from the date the order is shipped, not the date the order is placed.)

If we are experiencing a high volume of orders or extreme weather conditions, shipments may be delayed by a few days. Please allow additional days in transit.
If there is a significant delay, we will contact you via email.

Shipping Cost:
– Your shipping fee will be calculated at checkout after entering your shipping address.
– FREE STANDARD SHIPPING for orders over $120 USD.

Tracking

Once your order has left our warehouse, you will receive a shipment confirmation email with a tracking number.
Orders may be shipped in multiple packages.

If you have your tracking number from the email, you can enter it here to track your order.

30 DAYS Refund / Replacement Policy

The following reasons are covered by our 30 Days Refund/Replacement Policy. If you are offered a refund or a replacement order, there will be no need to return the received item.

1. Item received is defective/damaged/broken/does not work properly.
2. Item received is different from the description or the product customization information.
3. Incorrect or mismatched size.
4. Lost/missing items.

No Refund & Replacement

The following reasons are NOT covered by our 30 Days Refund & Replacement Policy. We are not liable for these issues:

1. Request made after 30 days of product delivery.
2. Picked the wrong size, product, address, or custom information.
3. Product damaged due to misuse, mishandling, or poor maintenance.
4. Items that have been washed, worn, or soiled and damaged due to customer handling.
5. Personal reasons such as taste or change of mind.
6. Products purchased during a sale or any promotion.

Refund and Replacement Service Procedure

1. Contact our customer service at support@tsmoons.com.
2. Send refund/replacement request details with photos of the items you received and the package’s cover (including the detailed shipping label).
3. Receive your refund or replacement after we process your request.

Refund Time

If your refund is approved, the funds will be applied to the same payment method you used for your purchase. Here's how long it may take:

• Credit Card: Up to 10 business days
• PayPal: 3 to 5 business days