Refunds, Shipping, Damages, and Insurance Policies

Policies current as of: 9/7/2026.

Effective immediately, these guidelines are considered part of our Terms & Conditions for our website.  By placing an order with us, you are agreeing to these terms and conditions without hesitation.

Return and Cancellation Policies:

We do not issue refunds or cancel orders for any reason.  If a unique situation arises during the order process, it's our policy to issue store credit using a gift card or discount code.  We make no exceptions to this policy.

Before you order with us, please make sure you understand our shipping policies:

  • Our shipping options (First Class, Priority, FedEx, UPS) and associated rates are based on the combined weight of the products that have been ordered.  Shipping rates continue to increase, so if you are used to paying a certain amount, the increase is due to yearly rate increases by all of the carriers.
  • Here is our shipping policy:
    • Our standard shipping policy is to ship all orders within 7 days of the order being placed.  Our shipping times could be shorter or longer than 7 days depending on the volume of orders received.  Higher order volume periods which usually correlate to a sale or holidays are averaging around 7-9 days currently, and low order volume periods are averaging 1-2 days.  Please email us with any questions.
    • Emails will be sent with tracking information as soon as the shipping label is printed.
    • We run on a very small staff and appreciate your understanding of our shipping policy. 

New Mandatory Shipping Insurance Policy:

Before you order with us, please make sure you understand our guidelines for items that arrive damaged and our associated shipping insurance policy.

Crystals and minerals are fragile in nature and have a risk or being damaged in transit due mishandling of the package by the shipping carrier, extreme changes in temperature and many other possible negative factors during shipping.  Monk and Moon cannot be held responsible for controlling these factors once the package has been transferred to the shipping carrier of choice, and therefore has enacted a mandatory nominal purchase of shipping insurance on all packages that are shipped from our location.

Implementation of Mandatory Insurance Fee:

Because of past shipping issues with USPS, UPS and FedEx, we have decided to mandate the purchase of shipping insurance on all orders that ship from our location.  Going forward all orders will include a nominal 1.5% increase added to the overall purchase amount to each order that will be used to cover the cost of purchasing shipping insurance.  This removes financial risk for both the seller and the customer and encourages a positive outcome for the ordering and shipping process.

Example of Calculating Insurance Cost:

If an order that is placed is valued at $120, we will add an additional $1.80 (1.5%) to the order amount to provide full coverage insurance that protects the buyer from damage that may occur during shipping such as, rough handling of the items during the shipping process, extreme temperature changes that can damage crystals during transit, stolen packages, never received packages, or any other situation that may impact your delivery negatively.

Mandatory requirements that are necessary to file an insurance claim:

  • Take Clear photos of the outer shipping box

  • Take Clear photos of the shipping label

  • Take Clear photos of all internal packaging materials, including but not limited to:

    • wrapping tissue

    • packing peanuts

    • padding or cushioning

  • Take Clear photos of the damaged item(s)

  • If your package is stolen or is not delivered, proceed to file a claim without the aforementioned items noted such as pictures of the box, etc.
  • Customer must fill out all required claim forms issued by the insurance provider and submit all required photos, along with the claim request to the insurance provider to be considered for monetary reimbursement of the order.

Failure to provide photos of the shipping box and all packaging materials will result in automatic denial of the claim, as insurance carriers require this documentation to process damage claims, with the exception of stolen or never received packages.

Important Requirement! Please Note:
All original packaging must be retained until the claim process is complete.

Contact Us:

We understand this is a new process and the buyer may have questions regarding this new update.  We are available to answer any questions the buyer may have by contacting our staff at the contact information provided below.  Please understand we run on a very small staff, and it may take up to 72 hours to receive a request from our staff answering questions.  We appreciate your patience in advance and thank you for any inquiry that is submitted.

Our contact information is provided below:

 

 

hello@monkandmoon.com

www.instagram.com/monkandmoon

Regards,

MonkandMoon Staff