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. 

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.
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 from delivery for a full refund of the purchased price. There is no restocking fee for returns. 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. 
Can I return used gear? 

All used gear is final sale and not eligible for a return. However, a 12-month warranty from the delivery date is still applicable for used gear.

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 and we'd be happy to provide a copy. 

US Customers

For US customers, please start your return 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.

*Moment does not provide prepaid return shipping labels for international returns. Customers are responsible for required customs and shipping fees that may be applicable. These fees and the original shipping and import/duty taxes are non-refundable. 
How long does it take to process a return? 

 Due to current health and safety precautions and limitations carriers and our warehouse are taking, we are seeing an increase in return shipping and processing times. With these delays, your return may likely take between 3-4 weeks to be fully processed. 

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. Once our team is notified that your return has been received and processed by our warehouse, we will reach out to confirm your return is completed and issue a refund. 

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 exchange or warranty claims with the product for up to one year from the delivery date. One thing 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.

Do you offer gift messages? 

Unfortunately, we're unable to add personalized gift messages to any order at this time. However, the packing slip inside of the parcel will not contain any pricing information so you can send your gift with reassurance. 


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. 

What about gift exchanges? 

If you are exchanging a gift, please reach out to us directly to begin your exchange process. Once the gear is shipped back to us and received, we will email you a coupon code for a future purchase equal to the price amount of the returned gear. Please keep in mind this code will not cover any additional shipping or import tax fees that are associated with the exchange order. 

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