Returns & Exchanges

Thank you for visiting Moosestrum. Below is our Returns & Exchanges  Policy. Please read through it and feel free to CONTACT US if you have any questions.

Want to see the summarized Refund Policy? Click HERE.

 

We have two policies depending upon the category of the item.

1. Moosestrum Branded Products

Graphic Apparel/Printed Items - Graphic Apparel and Hair Lifestyle items bearing the Moosestrum vendor name (Moosestrum USA, Moosestrum Hair, etc.) Fashion branded printed tees that do not appear in these two categories (for example, a Versace printed tee that is listed under Men's Fashion) are not included in this policy.

The time frame for action on items in this category is 30 days. If more than 30 days have passed since you've received your item, we cannot provide exchanges, refunds or replacements, nor accept returns.

 

Replacements

We replace items with manufacturing defects or when the item you ordered is not the item you received. For instance, if you order a printed hoodie and the printing quality is confirmed to be defective, we will replace the item at no cost to you.

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Exchanges

Item exchanges refer to the return of one item in exchange for a different item. Exchanges are allowed at our discretion, and are based on the two assumptions: (1) the product is not defective, (2) the product is in resellable condition (it is unused and unworn, with all original tags attached, and with all original packaging intact).

You will be responsible for shipping the item back to us in the United States when returning an item for exchange. Shipping costs paid by you are NOT refundable.

If the cost of shipping the new/exchange item is more than the cost of shipping on the original item, you will be required to pay the difference. If the original item had free shipping, you will be required to pay for shipping on the new/exchange item. 

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Returns for Refund

To be eligible for a return, your item must be unused, unworn and in NEW CONDITION. You must also have proof of purchase if we cannot verify your purchase history.

You will be responsible for shipping the item back to us in the United States when returning an item for a refund. Shipping costs paid by you are NOT refundable.

If an item has FREE shipping, the original cost we paid to ship the item(s) to you will be deducted from the refund amount returned to you.

NOTE: In instances of extreme abuse of the return policy, your return/refund may be denied. Abuse of the policy can be explained as a pattern of excessive returns, intent to commit fraud or deceptive practices, etc. 

Please see the section titled "Other Information about Returns" below for more information common to all returns.

 

 2. All Other Products

Covers everything that is NOT Moosestrum branded (Moosestrum USA, Moostrum Hair, etc.).

The time frame for action on items in this category is 14 days. If more than 14 days have passed since you've received your item, we cannot provide exchanges, refunds or replacements, nor accept returns.

 

Return for Refund

Our suppliers have a strict return policy. Made your intent to return an item to Moosestrum within 3 DAYS of you receiving the item just to be safe. If you're undecided, err on the side of caution and let us know that you MAY return the item. We'll obtain a return authorization, and you'll have 14 days from the DAY YOU RECEIVED THE ITEM to get it to the address we provide you. In most cases, name brand items shipped from brands outside the USA MUST BE SHIPPED BACK TO THE COUNTRY THEY ORIGINATED FROM. The shipping origination of non-USA brands are listed on the Moosestrum SHIPPING CHART. Yes, this can be expensive - BUT these return policies come from the name brands themselves, and if you buy direct from their websites you will be shipping your return to the same location outside the USA.   

It is recommended that you use expedited shipping or whatever method is necessary to get the item to its destination in time. The item must be undamaged, unworn, in NEW CONDITION with all tags still attached, and in its original packaging if applicable. You must also have proof of purchase if we cannot verify the purchase history (if you are not the actual purchaser because the item was a gift, etc.).

Shipping costs paid by you are NOT refundable.

If an item has FREE shipping, the original cost we paid to ship the item(s) to you will be DEDUCTED from the refund amount returned to you.

NOTE: In instances of extreme abuse of the return policy, your return/refund may be denied. Abuse of the policy can be explained as a pattern of excessive returns, intent to commit fraud or deceptive practices, etc.

Please see the section titled "Other Information about Returns" below for more information common to all returns.

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Replacements

We replace items with manufacturing defects or when the item you ordered is not the item you received. For instance, if you order an article of clothing and it is confirmed to be defective, we will replace the item at no cost to you. However, please let us know there is an issue with the item as soon as possible, as we must notify the supplier of the issue within 3 DAYS of you receiving the item. The replacement process may require the return of the original item.

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Exchanges

Exchanges options on items in this category are limited. Please contact us and we will let you know if an exchange is possible. If an exchange is not possible, a return for refund will need to be done instead.

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3. Other Information about Returns 

Shipping Costs & Refunds

  • You will be responsible for paying for shipping costs when returning an item.
  • Shipping costs paid for by you are non-refundable.
  • Purchases with FREE shipping - Free Shipping is based on the premise that you will keep the product, not return it. If you decide to return it, the original cost we paid to ship the item(s) to you will be deducted from the refund amount returned to you. 

Shipping Insurance & Tracking

  • We recommend using a shipping method with tracking.
  • If you are shipping an item over $75 in value, consider purchasing shipping insurance. We cannot accept responsibility for issues caused by the shipping company such as lost packages, etc.


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Non-Returnable Items:

Several types of goods are exempt from being returned. We may not necessarily sell all items in this list.

  • Perishable goods 
  • Intimate apparel
  • Products containing flammable liquids
  • Gift cards
  • Downloadable software products and /or media
  • Health and personal care items

There are certain situations where only partial refunds are granted.

  • Any item not in new condition, is damaged or missing parts. 
  • Any item that is returned more than 30 days after delivery (if returns are accepted at all).


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Refunds (when applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 30 days.

Late or missing refunds

If you haven’t received a refund yet,

1. Check your bank account again.
2. Contact your credit card company - it may take time for your refund to post.
3. Contact your bank. There is often processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please CONTACT US.

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Gift Returns/Exchanges

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a credit for the value of your return. Once the returned item is received, a credit will be issued to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the refund will be sent to the gift giver.