Shipping & Returns Policy

Discreet. Reliable. Hassle-Free.

At MoonBar, we’re committed to making your entire experience — from browsing to unboxing — smooth, secure, and stress-free. Below you’ll find everything you need to know about our shipping, delivery, returns, and refunds policies.

Shipping Information

Where We Ship

We proudly ship MoonBar products to:

  • All 50 U.S. states

  • All countries in Europe

  • Canada, Australia, and select Asian countries

If your country or region is eligible, you’ll see shipping options available at checkout. We’re continuously working to expand our reach while complying with international regulations.

Discreet Packaging

Your privacy matters. All MoonBar orders are shipped in plain, unmarked packaging with no branding, product names, or cannabis references. The return address is generic and does not reference MoonBar or any cannabis-related terms.

No one — not even your delivery carrier — will know what’s inside.

Processing Time

Orders are typically processed and shipped within 1–3 business days. Processing times may extend slightly during high-volume periods (such as new product launches or holidays), but we always work hard to ensure timely delivery.

Shipping Times

Estimated delivery times after dispatch:

  • U.S. orders: 3–7 business days

  • Europe: 5–10 business days

  • Canada & Australia: 7–12 business days

  • Select Asia regions: 10–15 business days

We partner with reliable courier services to ensure fast, trackable delivery with minimal disruptions.

Tracking

Once your order ships, you’ll receive a tracking number via email. You can monitor your package in real time using the link provided. If you don’t receive tracking information within 24 hours, please contact our support team.

Customs, Duties & Import Fees

No Hidden Fees

We take care of all customs fees, import duties, and clearance charges for eligible countries. What you pay at checkout is final. You won’t be asked to pay anything extra at delivery.

In the rare event your order is held or questioned by customs, our team is available to help guide you through the process or resolve the issue on your behalf where possible.

Missing or Delayed Orders

If your order has not arrived within the estimated timeframe:

  1. Check your tracking link for updates

  2. Verify your shipping address was entered correctly

  3. Allow for possible customs or courier delays

If 15 business days have passed with no delivery and no tracking updates, reach out to our support team. We’ll investigate immediately and, if needed, reship or refund your order.

Returns & Refunds

Our Policy

We stand behind the quality of every MoonBar product. If you experience an issue with your order — whether it’s the wrong item, damaged goods, or something simply didn’t meet your expectations — we offer hassle-free returns and full refunds where applicable.

Eligible Return Reasons:

  • You received the wrong product

  • Items arrived damaged or defective

  • Your order was lost or never delivered

  • You’re unsatisfied with your first experience (first-time buyer guarantee)

Return Window

To qualify for a return or refund, please contact us within 7 days of receiving your order. After this window, we may not be able to offer a full refund but will always work with you on a case-by-case basis.

How to Request a Return or Refund:

  1. Email our support team with your order number

  2. Describe the issue and attach any relevant photos (if applicable)

  3. We’ll respond within 24–48 hours with instructions or a resolution

Refunds will be processed back to your original payment method within 5–10 business days after approval.

Non-Returnable Items

For safety and compliance reasons, certain products cannot be returned once opened or consumed unless defective. These include:

  • Opened edibles

  • Partially used vape products

  • Products not in original condition

If you’re unsure whether your item qualifies, just reach out — we’re here to help.

First-Time Buyer Guarantee

We want your first MoonBar experience to be exceptional. If you’re not satisfied for any reason with your first purchase, you’re covered by our First-Time Buyer Guarantee — we’ll refund or replace your product, no questions asked.

Cancellations & Order Changes

Need to cancel or modify your order? Email us within 12 hours of purchase for the best chance to stop processing. Once shipped, we are unable to change or cancel orders.

 

We’re here to make every step of your MoonBar journey feel smooth, secure, and satisfying. Whether it’s navigating international shipping or making a return, our team is ready to assist with real answers — not canned replies.

Have a question that wasn’t answered here? Contact our support team — we’ll be happy to help.

Thank you for choosing MoonBar.
Your trust fuels everything we do.