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FAQs

FAQs

How long does processing take?

  • Orders are processed within 2–4 business days.
  • During high-volume periods or new collection launches, processing may take slightly longer.
  • You will receive an email notification once your order has shipped.

Can I modify my order?

  • Email us at info@moonieandnovaco.ca to request changes.
  • Modifications cannot be guaranteed.
  • Once an order has shipped, we are not responsible for undeliverable packages due to incorrect or incomplete addresses.

Can I cancel, return, or exchange my order?

  • All sales are final due to the nature of our products.
  • We will work with customers to find a solution if issues arise.
  • Store credit may be offered at our discretion.

What if my order is missing or damaged?

  • Moonie & Nova Co is a handmade shop; slight imperfections or variations may occur.
  • Please email within 5 business days of delivery with:
    • Order number
    • Photos of the item
    • Description of the issue
  • Email: info@moonieandnovaco.ca
  • Response time: 2–3 business days
  • We are not responsible for damages during transit.

How do you ship?

  • Canada: Untracked letter mail (buyer-risk) or tracked packages. Free tracked shipping on orders over $60 CAD.
  • United States: Shipped via ChitChats (DDP) or USPS/selected carrier. Free tracked shipping on orders over $70 USD. Duties and taxes are covered via DDP.
  • International: We ship worldwide. Customers are responsible for any VAT, customs, duties, or import fees.
  • Letter mail/air mail is at the buyer’s risk; there is no insurance.

Can I resell your art?

  • All artwork, illustrations, graphics, characters, logos, and designs are copyrighted works of Moonie & Nova Co.
  • All designs and items are for personal use only.
  • Reselling or redistributing our items is strictly prohibited under Canadian, U.S., and international copyright laws.

Do you offer wholesale?

  • Yes! Please email us at info@moonieandnovaco.ca for wholesale inquiries.

Do you reserve the right to refuse service?

Moonie & Nova Co reserves the right to refuse service, cancel orders, or revoke shopping privileges at our discretion. This includes situations involving:

  • Violations of store policies or terms of service
  • Abusive, fraudulent, or inappropriate behavior
  • Reselling or unauthorized distribution of our products
  • Activities that disrupt or harm our business, staff, or other customers

If an order violates our policies, we may cancel the order and prohibit future purchases. We aim to maintain a positive and respectful shopping environment.

Are there duties, taxes, or customs fees?

Canada:

  • Standard shipping rates apply; free tracked shipping for orders over $60 CAD.

U.S. Orders:

  • DDP via ChitChats, so Moonie & Nova Co covers duties and taxes.

International Orders (Outside Canada & USA):

  • Shipping costs are calculated at checkout based on order weight.
  • UK Customers: VAT is applied based on order value + shipping, reflected at checkout.
  • EU Customers: VAT is applied on imports; some countries may charge additional customs duties.
  • Customers are responsible for all customs fees, import duties, or taxes.
  • Moonie & Nova Co is not responsible for customs-related delays or fees imposed by your country.

 

 

 

Which carriers do you use?

  • Flat-rate shipping through ChitChats in Canada.
  • For U.S. orders, USPS or the carrier of your choice may be used.

What if my address is incorrect or my package is undeliverable?

  • Moonie & Nova Co is not responsible for:
    • Packages lost due to incorrect or incomplete addresses
    • Delays caused by carriers
    • Packages marked as delivered but not received
  • If a package is marked as delivered but missing, contact your local postal service first.

Which laws govern my order?

  • All purchases are governed by the laws of British Columbia, Canada, without regard to conflict of law principles.
  • Any disputes or claims arising from your use of this site or purchase of products are subject to the exclusive jurisdiction of courts in Langley, BC.