FAQs


FREQUENTLY ASKED QUESTIONS

If you can't find your answer below, don't hesitate to email us at service@moonbacks.com or call us 877-679-6784 Or Send us a text message

Q- Can I exchange or return an item? (Our most Frequently Asked Question)
A-We are happy to exchange or return your item within 30 days of your purchase. You are welcome to return your new, unworn item in its original packaging and packing slip to us.

Per our company policy you can either return or exchange your item and the customer is responsible for the return shipping charges with the exception of defective items.
If you received a defective item please email us at service@moonbacks.com
Q- Can I cancel my order?
A- We know there might be some hesitation after a purchase. As long as your order has not shipped, we are happy to cancel it for you.

Q- How much are shipping rates?
A- All MoonBacks products are free shipping via USPS to anywhere in U.S.A. Shipping to Canada is available for a $5 flat rate. All products will leave our warehouse 7-10 business days. Express shipping available for $5. Express shipping items will leave our warehouse within 3-5 business days. Any duty fees and/or taxes that may be due upon receiving a package in a different country will be the responsibility of the customer.

Q-What happens when my order is returned for undeliverable reasons?

A-There are times when a package is marked as undeliverable by the shipping method after the order leaves our warehouse. In these instances, the package will be returned back to us. When our team receives "Return To Sender" packages, our team will automatically refund you on your original form of payment

Q- How do I use my Living Social voucher?
A- To use your voucher, simply select the item you wish to use your voucher for and put it in your cart, then proceed to checkout. There you will fill in all your information on the left of the screen and on the right you will see your order summary. Under where it shows your order you will see in blue "Have a discount code? Click here to enter it" Click that, enter your voucher number and click apply. This will bring your total down to $0.00. Then just click "Continue" and your order will be placed.

Q - Can I use more than one Living Social voucher at a time?
A - Our system only allows for one voucher at a time, so if you purchased more than one (yay, you!) you will need to place separate orders for each one.

Q - How do I log into my account?
A - Click "Sign In" at the top of our home page and then just enter your email address along with password. Ta-DA!

Q - How do I track my package?
A - Once your order ships, you will receive an email with a link to track your package. Click on that link and get excited for your new best fashion friend!

Q - How long will it take to receive my order?
A - We will ship your order within 7-10 business days at the longest (most orders go out much sooner than that). Once it ships it usually takes 5 - 7 business days to get to you (sometimes more sometimes less), although we cannot guarantee when it will arrive as once it leaves our warehouse it is out of our hands.

Q - How do I use a discount code?
A - During the first step of checkout, click where it says "Have a discount code? Click here" then put in your chosen code and click "Apply"-- remember, you can only use one discount code at a time.

Q - How do I use my gift card or store credit?
A - On the second step of checkout, you will place the code in the Gift Card box and click "Apply."

Q - Can I use more than one discount code on an order?
A - Our system will only allow one discount code to be used on an order.

Q - How do I edit my cart?
A - Click on the cart at the top right of the page. This will bring up a side bar with the contents of your cart. Click "edit" and make your adjustments. Please Note: sometimes on an iphone or ipad you may not be able to see the whole word "edit" once you are in your cart, but you should see at least an "e" so just click on that!

Q - Who pays for the duty fees and/or taxes on international shipments?
A - Great question! Any duty fees and/or taxes that may be due upon receiving a package in a different country other than USA will be the responsibility of the customer.

Q - What countries are available to have orders shipped to?
A - Shipping to Canada is available for a $5 flat rate.

Q- Why didn't I receive my birthday points?
A- Did you save your date? Once you enter your birthday and hit save, it will save your date in the system. You will get the points when your birthday hits! You can tell if it saved if it populated when you go back to the birthday page.

Q- What is my points balance?
A- Log in to your account, and you will see your points balance on the first page. It will give you a progress bar so you can see how close you are to your next award!

Q- How do I earn points?
A- Please see our information page here. There are so many ways to earn points - from social interaction and sharing to each purchase you make. Basically, let's hang out more!

Q- How do I log in to my rewards account?
A- Your rewards account is the same as your MoonBacks store account. If you are logged in when you place an order, you will receive points and be able to spend your rewards. You log in by clicking on the "My Account" link in the top menu bar (also the person icon).

Q- How do I share with my friends to get points?
A- In the Share with Friends portion of the rewards program, you have an individualized link. You can use that link to share with friends through email, text, social networks, private messaging...pretty much however you talk to your people. Once your friend sees that they love us as much as you do, and make a purchase, you will get 250 points. They get $ towards their first order too. So pretty much, it's a win/win. Share away!

Q- How do I move up a tier?
A- Tiers are determined by dollars you have spent in the program since either the program started or you signed up, whichever is later. You are in the Silver tier when you enroll, hit gold when you spend $100 and are in the Diamond elite when you spend $250. Each tier adds to the fun, so make sure you are logged in for each purchase!

Q- Can you add points for purchases I made before the program started or when I checked out as a guest?
A- We are unable to award points for purchases made before the program started. Please log in to make sure you get all of your points for each purchase made.


All images, text and information is property of MoonBacks, LLC.