How do I return or exchange my order?
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 packaging and 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. Opened consumable items (e.g., film, film cameras, etc.) are also not eligible for a return or refund.
How do I return my order?
To submit your return request, you will need your 7-digit order number 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 email@example.com with the email address you placed the order under and we’ll be happy to provide that info.
To begin your return request, click here.
Do you provide prepaid labels for international customers?
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 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 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 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, 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. If you're unsure of the quality of your return, please reach out to our support team to confirm at firstname.lastname@example.org
My order is past your 30-days from delivery return policy, what are my options?
You are eligible for claims of 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 in November and December will have an extended return window until the end of January for the following year.
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.