Why is my tracking not updating?
Tracking can sometimes take a few days to update as it passes from one carrier to another, and this is a normal part of the shipping process. You can always access the latest tracking status by entering your tracking number in our tracking portal here.
You can read more about average shipping times for international orders here.
Why is my parcel in Belgium?
Our logistics company is actually owned by the Belgium post office. Currently, many of our international shipments go through Belgium and back out to their final destination. We're working to get direct carrier shipping from Hong Kong to each country. Until that happens some countries are routed through Belgium first. Don't worry the package is on the way to your final address.
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.
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.
It’s been more than 20 days, what now?
If your package has not been delivered or updated even after the 20th business day, please reach out to our support team so we can open an investigation claim for your parcel. Please keep in mind that investigations do take 14 business days from the day the claim has been opened to hear back on a solution.
If a claim has been opened on my package, how long does it take?
Please allow 14 business days from when the claim was submitted before hearing back on a solution from our team. We will work as fast as we can with our shippers to try and get an update on your package.
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.