1.Can I make changes or cancel my online order?
Sure, please contact us within 24 hours once you make the order. We can help you change or cancel your order as long as your order have not been shipped out.
2.How do I return a product?
If you want to return an item, you may do so within 30 days of receipt as long as it is defined as a returnable item. The item should be in new, uninstalled condition and original packaging. Feel free to contact Moose Lighting's customer service team. For more information, please check out in the Return & Exchange at the Footer.
3.If I have a complaint, who should I speak to?
We want to know immediately when you are unhappy about your experience. Please contact Moose Lighting's customer service team right away and we will make our best efforts to address your concern.
4.How does your free shipping work?
We offer free shipping to all orders with standard delivery. Deliveries shall be made at the postal address provided by clients when performing the purchase procedure. Please check our Shipping Policy at the Footer for more details.
5.What if I receive a wrong order or item?
We are sorry for the inconvenience caused to you, please take pictures and send to us (cs@moose.lighting) or chat with our helpful online customer service team. Once we check out and confirm, we will need your help in packaging up (in original packaging) the wrong item and sending it back to us. We will then reship the right one for you.
6.What kind of payment options do you accept?
We accept major credit cards including Visa, MasterCard, Elavon and JCB. We also accept PayPal.
7.What if I receive a damaged or defective item?
We are sorry for the inconvenience caused to you, please take pictures and send to us (cs@moose.lighting) or chat with our helpful online customer service team. Once we check out and confirm, we will need your help in packaging up (in original packaging) the damaged or defective item and sending it back to us. We will then reship a new one for you.
8.When will my order arrive?
We will ship your order within 48 hours, and once it is shipped out, you can get it in the next 4-6 business days.
9.How can I know when my order will arrive?
You can log in to your guest account and check out the status of your order. We will also send you emails or SMS to keep you informed of the status.
10.When do I get my refund once I have returned an item?
We realize that refunds are a priority for our customers. Once we have received and inspected the item, we are usually able to apply the refund onto the original payment card within 48 hours.
11.Can I change my address after an order is placed?
Please contact us in 24 hours once you make the order, otherwise your order will have already been shipped out, we can not help you change the address.
12.What if I don’t want my item for any other reason than damaged?
If you don’t want the item, you may return it within 30 days of receipt as long as it is defined as a returnable item. We will need your help in packaging up (in original packaging) the item and sending it back to us. You will have to pay for the freight.
