How do I return or exchange my order?
All returns must be submitted through our returns portal. Please click here to begin. For international returns outside of Canada, you will be required to use your own shipping label.
Hassle-free Returns
If for any reason you are unsatisfied, Moment gladly accepts returns on most gear that is in its original undamaged packaging and products must be in new, mint condition within 60-days for a refund.
Our returns portal can be found at https://returns.shopmoment.com/.
If there is an issue with your order, please see this article.
Refund vs Credits
When doing a return, you have two options to receive your refund. You’re able to opt for a store credit, which includes an incentive bonus for you to use on a future order. This bonus amount will vary based on your order. Alternatively, you can be refunded to your original form of payment, minus return shipping as well as a handling fee.
You can see the total itemized breakdown of your refund in the Return Portal.
Like New Condition
Returned or exchanged products must be in brand new, mint condition, and have all original manufacturer's packaging, materials, and accessories, including instruction booklets, packing inserts, and blank warranty cards. Items that are damaged, unsanitary, dented, scratched, or missing major contents may be denied a return.
Damaged, Defective, or Incorrectly Received Items
Please make sure to check all of your items upon delivery. If you receive a product that is damaged in shipping, defective, or that is not the product you ordered, you will have 14 days to submit your claim by reaching out to us at hello@shopmoment.com. We will do whatever we can to resolve the issue.
Please do not place stickers or shipping labels on the original manufacturer’s package.
Package Protection
We offer optional Package Protection at checkout to give you peace of mind. If you purchase package protection, your order is covered in the event it is lost, stolen, or damaged in transit. This ensures that we will replace your item at no cost to you.
If you do not purchase package protection, Moment is not responsible for lost, stolen, or damaged packages once they have been shipped. We strongly recommend adding this coverage at checkout for an extra layer of security—especially for high-value orders or during peak shipping seasons. A shipping label will still be provided for your return and the cost deducted from your refund. In the event of a lost package, you must file a claim with the carrier.
Non-returnable Items
- Open Box products
- Lessons, Digital Goods, such as presets or LUTs. are non-refundable and are not applicable for sale price matching, you can see more information in this article. Digital Goods, such as presets or LUTs.
- Cameras with a shutter count < 200 clicks
- Opened consumable items (film or film cameras)
- Products with missing packaging, missing accessories, free accessories, warranty cards, instruction manuals, package wrapping, or damaged/missing UPC codes.
- Products that are outside the 60-day return window for new products
- Used or Damaged Products that are returned without prior approval will not be accepted.
Restocking Fee
*If a non-returnable item, an incorrect item, or an item in poor condition is returned, Moment reserves the right to refuse the return.
Pre-Paid Label Return
(U.S. & Canada Only)
Returning Using Our Prepaid Label Service:
- Prepaid Label Service: Shipping will be deducted from your overall refund when choosing this option.
- To begin your return request, click here. (US & Canada)
- You will need your 8-digit order number (e.g. 10843761) and the zip/postal code from your shipping address, which can be found on your order confirmation email.
All returns must include a copy of the invoice in the shipment to ensure the return is properly received once it is delivered. If you are unable to locate your invoice or the order number and zip code, please reach out to us directly at hello@shopmoment.com with the email address you placed the order under and we’ll be happy to provide that info.
*Please do not place stickers or shipping labels on the original manufacturer’s package.
Use Your Own Label Return
We are not currently able to provide prepaid return labels for addresses outside the U.S. or Canada. We're very sorry for any inconvenience this may cause.
Returning Using Your Own Label:
As a result, international customers or customers in U.S. territories are responsible for return shipping and any duties associated with the return. Original shipping costs, import duties & taxes are also non-refundable.
Please send your return package to:
Moment Returns
3851 1st Ave S
Suite B
Seattle, WA, United States, 98134-2203
- To begin your return request, click here.
- Inside the package, be sure to include your packing slip; if you no longer have your packing slip, please leave a note with your name, email address associated with the order, and order reference number (e.g. 10843761).
- Please email our team at hello@shopmoment.com with your name, order number, carrier tracking number, the item/s you wish to return, and the reason for your return.
- Please keep your return tracking information until your refund has been issued. This helps our team track your return. Please reach out to us at hello@shopmoment.com with any further questions.
Additional FAQs:
Can I return Open Box gear?
No, open box products are not eligible for returns.
How long does it take to process a return?
Once you have completed your return request you will be sent a prepaid label* via e-mail for you to send back your items. Returns generally take 1-2 weeks to be delivered to our warehouse. Once delivered, returns are processed within 5-7 business day after the gear has been received.
What happens if I return an item that does not qualify for a refund? Can I have it shipped back to me?
If the item(s) is not eligible for a refund and the product was sent back to our fulfillment center regardless, you can send us a prepaid shipping label or one may be provided to you at an additional charge to send the product back to you. If we do not receive a response within 60-days, the return will be considered abandoned and relinquished.
My order is past your 60-days from delivery return policy, what are my options?
You are eligible for claims on Moment products with our two-year manufacturer warranty. Third-party gear is subject to the applicable brand's warranty and we recommend reaching out to them with any issues, you can read more about third-party warranties and how to get in touch here. One alternative we recommend is trying resale. Our lenses sell particularly well in the photography community. You can try resellers like Craigslist, OfferUp, eBay, Amazon, and Facebook. If you have any other questions, please reach out to us.
What if I purchased Moment gear from another site and/or seller?
If you have purchased from Amazon, Apple, Google, Freefly Wayward, or B&H, you will need to first contact the vendor from which you purchased for all exchanges and return inquiries. We're not able to process any refunds for purchases made through third-party resellers. However, you are eligible for any warranty claims on Moment products directly through us.
What is your holiday return policy?
Every holiday season, we extend our return window to ensure that every gift is perfect. Any order placed from October 15 until December will have an extended return window until the end of January for the following year.
Exchanges
We offer exchanges on most orders for US customers only. Please note, exchanges can only be done on certain products. If you would like to exchange your product in its original condition, please follow the return procedures outlined above. International customers have the option for a refund and then will need to place a new order for your preferred item(s) at your earliest convenience.
Limited Liability
Moment is not responsible for personal data or items left inside of returned merchandise. Claims for received damaged products, missing items, or items damaged in transit must be received within two business days of receipt of merchandise.