How do I return or exchange my order?

Hassle-free Returns 

We care about the way things are made and we love what we have created at Moment. We think you'll love it too, however, we know things aren't always meant to be. 

What is your return policy? 

If for any reason you are unsatisfied, Moment gladly accepts returns on most gear that is in its original condition within  30-days for a full refund of the purchased price. If there is an issue with your order, please see this article. Lessons are non-refundable, you can see more information in this article

*Important to note: Original shipping costs, import/duty, and customs fees are non-refundable. All items must be returned in their original packaging along with any additional components ( i.e. cloth bag, carrying case, lens cap) in order to be eligible for a refund. 
How do I return my order? 

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 find your invoice, please reach out to us directly with the email address you placed the order under and we'd be happy to provide a copy. To return your order, please proceed below based on where you will be sending the parcel back from.

US Customers

For US customers, please start your return request here

*Returns from Puerto Rico and FPO/APO addresses must be processed as an international return.

International Customers

For International customers, please start your return request here.

*We can provide a FedEx prepaid label for your return or you can use your own label if you prefer. If you choose a prepaid label to be provided to you, please keep in mind that $15.00 USD will be deducted from your total refund. Original shipping and import/duty taxes are non-refundable. 
Note: Due to current circumstances around COVID-19 and extra precautions being taken by carriers, return deliveries are taking longer than normal to arrive at our warehouse. Current trends show returns are being processed within 2 weeks after the shipping status shows delivered to the warehouse. If you have not heard from us within 2 weeks after your parcel is delivered, please contact us directly at hello@shopmoment.com.

It is our highest priority to do our part to ensure the health and safety of our customers. Our shipping partner and fulfillment center, FedEx, are working diligently to follow best practices and protocols to ensure your gear is delivered safely while COVID-19 is in effect. To read more, please click here.
Can I return Used Gear? 

All Used Gear is final sale and not eligible for a return. Used Gear will have "Used" in the title of the item on your invoice. However, a 12-month warranty from the delivery date is still applicable for Used Gear.

How long does it take to process a return? 

Once our required return form is filled out and the gear has been shipped, returns generally take 2-3 weeks to be delivered to our warehouse. Once delivered, returns are processed within 7-10 business days after the gear has been received. 

What happens if I return an item past the 30-day return window? Can I have it shipped back if it doesn't qualify for a refund? 

If you are unsure if your order is within the 30-day return window and whether your order will be refunded if returned, please send us an email to confirm. If the item(s) is not eligible for a refund and the product was sent back to our fulfillment center regardless, we will have no way to reship the product back to you and it will be considered a loss. Our fulfillment center is located in a different state and our team does not have access to your product. 

My order is past your 30-days from delivery return policy, what are my options? 

You are eligible for warranty claims with all Moment Brand products for life. Third-party gear is subject to the applicable brand's warranty and we recommend reaching out to them with any issues. 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 in November and December will have an extended return window until the end of January.


Exchanges 

As an e-commerce shop, we do not offer typical exchanges. If you would like to exchange your product in its original condition, please follow the return procedures outlined above and place a new order for your preferred item(s). You can do this at your earliest convenience by placing an order now so it ships asap, or you can wait until we've processed your refund. 

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