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 packaging and new, mint condition within  30-days for a full refund of the purchased price. If there is an issue with your order, please see this article

Nonreturnable Items

  • Lessons are non-refundable and are not applicable for sale price matching, you can see more information in this article
  • Opened consumable items (film or film cameras)
  • Digital Goods, such as presets or LUTs.
  • Products with missing: packaging, free accessories, warranty cards, instruction manuals, package wrapping, or damaged UPC codes.
*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. blank warranty cards, instruction manuals, accessory packaging, plastic wraps, cloth bags, carrying case, lens caps, etc.) in order to be eligible for a refund. 

How do I return my order?

  1. To begin your return request, click here.
  2. 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. 
  3. 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 hello@shopmoment.com with the email address you placed the order under and we’ll be happy to provide that info. 
*Returns from Puerto Rico and FPO/APO addresses are processed as an international return.

Do you provide prepaid labels for international customers?

*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.

Additional FAQs:

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. 

*For international returns,  provide a FedEx prepaid label for your return or you can use your own label. Please keep in mind that $15.00 USD will be deducted from your total refund. Any original shipping costs and import/duty taxes are non-refundable. If you need an alternative way to return your order, please reach out to our support team at hello@shopmoment.com
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 hello@shopmoment.com

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

You are eligible for claims on Moment products with 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.


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. 


Limited Liability

Moment is not responsible for personal data or items left inside of returned merchandise. Claims for missing items or items damaged in transit must be received within two business days of receipt of merchandise.

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