Why is my tracking not updating?

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. Oftentimes, 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 you believe your order to be lost, please reach out to our team at hello@shopmoment.com so we may begin the claims process. 

What if I need to change my delivery address after it has already shipped?

Please e-mail our team at hello@shopmoment.com for further assistance. We cannot guarantee that any changes can be made to a package once it has been prepared for shipping at our fulfillment centers.

Can I request a hold for pickup on my parcel?

This request is dependent on the carrier that your parcel is being shipped with. You may contact the carrier once tracking has been provided to you and request your parcel be held at your local post office or carrier store.

The forwarding service I used didn't receive my package. What do I do now?

We're very sorry to hear about your shipment issue. We're also unable to confirm whether or not it was received by the forwarding service which also makes it difficult to file claims with our carrier. Once the package has been tendered over to the forwarding provider, it is the responsibility of the recipient, to coordinate with them directly on updates regarding your package which includes any delays or loss. 
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