Shipping policy

At Moonside, our products are crafted with care in our design and manufacturing studio. Many of our smart lighting products are made to order or assembled in small batches, which allows us to maintain quality control, carefully test each unit, and prepare the product for safe international delivery.

We understand that waiting for a made-to-order product can take longer than buying a mass-stocked item. Our goal is to communicate clearly, avoid overpromising, and make sure every order is produced, inspected, packed, and shipped with care.

Order Processing and Production Time

Most Moonside products are made to order or assembled after an order is placed. This means your order may require production, assembly, testing, quality inspection, and packaging before shipment.

Estimated production time: 3-12 business days.

This is an estimated production timeframe and is not a guaranteed shipping or delivery date. Production time may vary by product model, order volume, component availability, assembly complexity, and quality testing requirements.

Some products may have different lead times. If a specific product page shows its own production or delivery estimate, the timeline listed on that product page will apply to that item.

Production time may vary depending on:

  • Current order volume
  • Component availability from our suppliers
  • Assembly and quality testing time
  • Product model or customization
  • Pre-order batch schedule, if applicable

If your item is listed as a pre-order or made-to-order product, the estimated timeline shown on the product page applies. We will do our best to ship as soon as possible while maintaining product quality and safety.

Shipping Time

After production and quality inspection are complete, your order will be packed and shipped directly from our manufacturing studio warehouse to your delivery address.

Estimated international shipping time: 5-15 business days.

Shipping time may vary depending on destination country, customs processing, carrier routing, holidays, weather, and other factors outside our direct control.

Please note that production time and shipping transit time are separate. The total delivery timeline includes both the time needed to make/prepare your order and the time needed for international shipping.

Tracking Information

Once your order has shipped, we will provide tracking information when available.

For international shipments, tracking updates may not appear in real time. It is common for tracking to pause or update slowly while a package is in transit between countries, waiting for customs clearance, or being transferred between shipping partners.

A tracking delay does not always mean the package is lost. If your tracking has not updated for an unusual period of time, please contact us and we will help check the shipment status with the carrier.

Packaging and Product Protection

Our lamps include delicate components, including acrylic casings and electronic parts. Before shipment, each product is inspected and packed carefully to reduce the risk of damage during transit.

We continuously work to improve our packaging and shipping routes so that products arrive safely. However, international shipping involves multiple carrier handoffs, and packages may occasionally be handled roughly during transit.

If your item arrives damaged, please contact us within 3 days of delivery and provide:

  • Your order number
  • Photos of the damaged product
  • Photos of the outer shipping box
  • Photos of the inner packaging
  • A short description of the issue

This helps us review the issue quickly and arrange the appropriate solution.

Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other local charges depending on your country’s regulations.

These charges are determined by your local customs authority and are not controlled by Moonside. Unless otherwise stated at checkout, customers are responsible for any applicable customs duties, taxes, or import fees.

Customs processing may also affect delivery time.

Address Accuracy

Please make sure your shipping address is complete and accurate when placing your order.

We are not responsible for delays or failed deliveries caused by incorrect or incomplete addresses. If you notice an address mistake, please contact us as soon as possible. We can only update the address before the order has shipped.

Delays

We work hard to ship every order within the estimated timeline, but delays may occasionally happen due to production volume, supplier component timing, customs processing, carrier delays, or other circumstances outside our control.

If there is a significant delay with your order, we will do our best to provide an update and help resolve the situation.

Cancellations and Refunds Before Shipment

If you no longer wish to wait for a made-to-order or pre-order item, please contact us before the order ships. Depending on the order status, we may be able to cancel and refund your order.

Once an order has shipped, it can no longer be canceled. Please refer to our return/refund policy for post-shipment requests.

Lost or Damaged Shipments

If a package appears lost, delayed, or damaged, please contact us before opening a payment dispute. We are happy to review tracking information, contact the carrier when possible, and provide a reasonable solution such as continued tracking support, replacement, reshipment, or refund where appropriate.

Contact Us

If you have questions about your order, shipping status, or delivery timeline, please contact us:

Email: support@moonside.design