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, you may return your purchase within 30 days of delivery for a full refund of the purchase price. All returned items should be in their original condition. Shipping costs are not refundable.
If something is wrong with your order, please see this article.
How do I return my order?
For US Customers, please follow these steps:
- Start your return here.
- Fill out all of the information required.
- Print your return label and ship your return.
*Please note we do not reimburse original shipping costs.
Note: All Used Sales are final. No return policy or warranty is offered on Used Gear.
For International Customers, please follow these steps:
- Place the item you are returning in its original packaging with all the additional components (i.e. cloth carrying case, cap)
- Fill out the order return form that was included with your shipment and place it in the box. If you no longer have it, please include your order # or email address used for the order so we can process your refund accurately.
- Send to:
DHLeC /Moment
2849 Rohr Rd
Groveport, OH 43125 - Ensure your returned shipment has a tracking number
- Fill out this form with your return details.
*Please note we do not reimburse original shipping costs or import duties/taxes.
How long does it take to process a return?
Our warehouse generally processes returns within 2 weeks after the return has been received. Once our returns team has received and processed your return, we will reach out to confirm your return is completed and issue a refund for the returned items.
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 of your purchase timeline and whether your order will be refunded back to you if you return it, please send us an email to confirm. If the item is not applicable for a refund and you send the product to our fulfillment center regardless, we will not have a way to reship the product back to you and it will be considered as 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 day return policy, what are my options?
You are eligible for exchange or warranty claims with the product for up to one year from the purchase date. One thing we have recommended in the past is trying community resale. Our lenses sell particularly well in the photography community. You can try resellers like Craigslist, Offer Up, Ebay, Amazon, and Facebook. If you have any other questions, please let us know.
Exchanges
What is your exchange policy?
As an e-commerce shop, we do not offer typical product 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 convenience—place an order now so it ships asap, or you can wait until after we've processed your refund.
What about gift exchanges?
If you are exchanging a gift, we will email you with a code for a future purchase with the amount returned. Please keep in mind this code will not cover any additional shipping or import tax fees that are associated with the exchange order.
*Please note that if you have purchased from Amazon or B&H, you will need to first contact the vendor from which you purchased for all exchange and return inquiries. Unfortunately, we are not able to start that process until you have reached out directly to them.*