Moona Lab™ Shipping Policy

Last updated: 08-November-2025

1. Order Processing

Each Moona Lab™ product is handcrafted in small batches to ensure freshness and quality. Please allow 2–5 business days for order processing before shipment. Processing time excludes weekends and holidays. During product launches, restocks, or sales, processing times may be slightly longer.

Once your order is shipped or ready for pickup, you will receive a confirmation email with tracking details or pickup instructions.

2. Shipping Rates & Delivery

All orders ship from Toronto, Ontario, Canada. Shipping rates are automatically calculated at checkout based on your location, order weight, and carrier options.

• Canada (Nationwide): Estimated 3–10 business days (Ontario & Quebec: 2–5 business days)
• United States: Estimated 5–14 business days

We use trusted carriers such as Canada Post, UPS, Purolator or Other Local Delivery. Delivery estimates are not guaranteed and may vary due to weather, customs, or carrier delays.

3. Local Pickup (Toronto)

Local pickup is now available! If you’re in the Toronto area, you can select “Local Pickup” at checkout to save on shipping.

• Pickup location: Toronto, Ontario (exact address provided in your confirmation email)
• Pickup is available by appointment only for safety and freshness handling.
• You’ll receive an email when your order is ready — please wait for this confirmation before arriving.
• Bring your order confirmation and a piece of ID for verification at pickup.

Orders not picked up within 7 business days of notification may be cancelled or re-stocked at our discretion.

4. Shipping Confirmation & Tracking

Tracking information is sent via email once your order ships. Please allow up to 24 hours for carrier updates after dispatch.

5. Shipping Address Accuracy

Please review your shipping address carefully at checkout. Moona Lab™ is not responsible for orders shipped to incorrect or incomplete addresses provided by the customer. If you notice an error, email moonalab2025@gmail.com immediately — changes are not guaranteed once a label has been created.

6. Lost, Delayed, or Damaged Packages

Risk of loss passes to the customer once an order is accepted by the carrier. Moona Lab™ is not liable for lost, delayed, or damaged shipments caused by carrier errors or external conditions.

If your order is marked “Delivered” but you have not received it, please first check with neighbors, household members, or your local post office. If your package arrives damaged, contact us within 48 hours of delivery with your order number and photos proof of the damage so we can help.

7. International Shipping (U.S. Orders) 

U.S. orders may be subject to customs duties, import taxes, brokerage fees, or tariff fee. These charges are not included in your Moona Lab™ total and are the responsibility of the recipient upon delivery. Customs processing times may vary.

8. Weather & Natural Variations

Because our products are made with natural butters and oils, texture may soften or harden slightly depending on weather during transit. This does not affect product quality or performance. If your butter or oil softens, simply place it in a cool area or refrigerator for a few hours to restore texture.

9. Order Changes & Cancellations

Once an order has been placed, we begin preparing it promptly. Changes or cancellations after checkout are not guaranteed. Please contact us right away at moonalab2025@gmail.com and we’ll do our best to help before shipment or pickup.

10. Preorders & Backorders (If Applicable)

If a product is sold on preorder or backorder, estimated shipping or pickup dates will be listed on the product page. Orders containing preorder items may ship or be available once all items are ready, unless otherwise stated.

11. Contact Us

Questions about shipping or pickup?

Email: moonalab2025@gmail.com
Pickup Location: Toronto, Ontario, Canada
Moona Lab™ — Skin Made To Be Kissed™

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By placing an order with Moona Lab™, you agree to this Shipping Policy and our Terms & Conditions.