Why is my tracking not updating?

What if my order is held in customs?

Some countries ask for import duties and taxes to be paid for upon arrival of receiving the parcel, which can sometimes cause an order to be delayed. Generally, the process for customs takes a few days, and the worst case is a few weeks. Unfortunately, we are not responsible for shipping delays due to customs. Estimated shipping timelines displayed at checkout will not factor in any delays from customs. 

If you don't see movement on your parcel feel free to contact us.


My order hasn’t moved in a few days, I think it’s lost!

If you think your order may be lost, we can reach out to our shippers and open an investigation claim for you. Typically, claims can take up to 14 business days (business days do not include Saturdays or Sundays) to hear back on a solution. During this time, we have to wait before we can send out a replacement or offer a refund. Often times, packages turn up and are delivered during the investigation process so we appreciate your patience during this window of time.


Do I get a refund or replacement if my package is lost?

If our shippers conclude after the investigation that your package has been deemed lost in transit, a Moment representative will reach out to you and offer a replacement or refund for your order. 

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