Refund policy

Updated November 9th, 2024 @9:45am MDT and Will be Considered Part of the Terms and Conditions of this Website going forward Immediately.

We do not cancel orders for any reason:

Once your order has been placed, we will not cancel the order for any reason.

We Have a Strict No-Return Policy: 

Crystals and minerals are very fragile, and may be damaged in transit to your location.  Once the carrier of choice, has scanned the package for delivery, Monk and Moon can no longer be liable for the condition that the package arrives in.  We wrap each item in bubble wrap, tissue paper and use packaging foam to ensure your item(s) stay stable in the shipping box and should survive the transit, arriving in perfect condition.

Non-returnable items:

We consider all sales to be final, and do not accept returns. If your item arrives damaged, please read the paragraph below that highlights what to do when an item arrives damaged.

Damaged Items:
Please inspect the order upon reception and contact us immediately if the item is damaged or if order contains the wrong item, so that we can evaluate the issue and make it right.  First class mail does not provide any type of insurance, Priority Mail automatically includes a $50 insurance policy that is included in the cost of purchasing the label.  However; customers can always choose to have their entire order covered for insurance at nominal fees through a 3rd-party vendor who works with USPS, UPS, and FedEx.  If the customer wishes to purchase extra insurance coverage, please include the feedback expressing the desire to add shipping insurance in the "Notes" section of the website, visible when checking out (bottom left corner of checkout page), and a team member will get back to the customer with a quote and move forward purchasing the policy on their behalf before it ships out (we will the provide an invoice for the extra charges accrued by including the extra insurance policy which needs to be paid before the order will ship out of the shop)  If the customer chooses to have insurance regardless of it's the $50 coverage from Priority Mail, or the customer purchases a supplemental policy please follow these instructions, or the insurance claim will be considered null in value:

These are the rules the carriers set up and hold the shop accountable for when and if a claim ever needs to be filed.  Please make sure to follow these steps:

  1. Remove the item from the packaging
  2. Take photos of where the item is damaged
  3. Take photos of the shipping box
  4. Take photos of the bubble wrap
  5. Take photos of the tissue paper
  6. Take photos of the foam shipping peanuts
  7. Contact the shop (shop@monkandmoon.com) immediately after following the aforementioned steps.  Include all of the pictures you took as directed in steps 1-6 and a team member will research the validity of the claim and open an insurance claim for you.  Sometimes USPS, wants to deal with the customer directly regarding the claim, and if this situation occurs, unfortunately the customer will be responsible for resolving the issue with USPS.

If the decision is made not to purchase insurance and something arrives damaged, the customer will need to file a complaint with the carrier that delivered the order to the address on the shipping label to achieve resolution regarding the damaged item.  As it was mentioned above, we don't have control of the package once the carrier scans the package label confirming it's in the possession of the carrier that was selected at checkout.  Sometimes the shop will purchase insurance on behalf of the customer at our sole discretion.  If the shop covers the insurance cost for the order, the customer must follow steps 1-7 as stated above, or we will not be able to assist in processing the claim.

Refunds

We do not provide refunds.  If their is an unique situation that transpires, those situations will be evaluated on a 1:1 basis, and store credit will be issued through via a gift card.

You can always contact us for any return question at shop@monkandmoon.com.