Shipping policy

1. Please allow 3-5 business days for order processing (we try to get you the goods asap).

2. Once shipped, we'll get you over a shipping confirmation including tracking number!

Customs & Duties

1. Customer is responsible for any customs/duties fees incurred. We won't list a lower total on the customs form to pay fewer customs/duties fees because this practice is super illegal.

2. We are really into following international shipping requirements to ensure that your package reaches you safe and sound.


Order Issues:

Lost Packages:

  • For packages presumed to be lost by the carrier (where the status is not "delivered"), please file a claim no sooner than 7 days after the last tracking update for United States domestic shipments, 20 days for international shipments (including Canada)

Orders Stuck in Customs:
  • Shipping insurance does not cover orders stuck in customs. Please contact your local customs office for remediation.

 

Stolen Packages:

  • If your package is marked "delivered" yet not received, it is considered stolen. Please file a claim 5 days after the “delivery date” but no longer than 30 days. 

 

Returned Packages:

  • If the shipment is returned to us, and we are able to confirm the items are undamaged, we are happy to re-send the items to you for just the cost of shipping.

Damaged Orders:

  • For damaged orders, please file a claim within 30 days of the delivery date. Include clear pictures of the damaged items as part of your claim.

 

How to File a Claim:

  • To initiate a claim, contact us at info@blackswanmoongate.com with your name, order number, and photos if applicable.

 

Address Accuracy:

  • It is the responsibility of the customer to input the correct shipping address at checkout. If the customer provides the correct address and the package is delivered to the wrong address, it is considered stolen and covered by shipping insurance. If the customer provides an incorrect address, this issue is not covered.
  • If you would like to change your shipping address, and the item has not yet shipped, please e-mail info@blackswanmoongate.com with your order number, the old address, and the new address you would like the product shipped to. We cannot guarantee the address change will be done in time but we will do our best!