How do orders arrive?

• Orders of small vessels are boxed and shipped usually via FEDEX, UPS or USPS

• Orders of medium and large vessels are shipped via FREIGHT

• Maison Luna currently does not offer international shipping

• Maison Luna do not offer shipping to P.O. boxes or APO/FPO addresses

• Small vessels shipped FedEx, UPS, or USPS will be boxed and delivered to your door.  Couriers will not call in advance to let you know when they are delivering.  However, you can use the tracking information provided to see the expected delivery date.  Once you receive your vessel, please inspect it.  If there are any damages or errors to your order immediately report it to Maison Luna customer service by emailing pictures and details to hey@maisonluna.co. Pictures should include the damaged goods, the packaging inside the box, and the external condition of the box

• Medium and large vessels will be shipped via LTL Freight.  The vessel/s will be wrapped and strapped to a pallet. For residential deliveries the shipping company should call in advance to schedule delivery day and time. An adult over the age of 18 must be present at the time of delivery to inspect and sign off on the delivery.  If someone is not there during the time scheduled, the shipping company will charge a redelivery fee. While the driver is present visually inspect the exterior for any signs of damage. If there is any sign of damage, please have the driver note it on the Bill of Lading. After the driver departs, please thoroughly inspect the goods for any breaks or errors. We ask the goods be inspected as soon as possible. If there are any damages or errors to your order immediately report it to Maison Luna by emailing pictures and details to hey@maisonluna.co

Where will medium and large orders be delivered to?

• FREIGHT deliveries (medium and large vessels) are offered curbside only. Drivers will generally unload the delivery off the truck, however you will be responsible for getting your order inside and from the curb (the driver will not take goods into your home or business). Someone must be present to unload and sign for the order. The shipping company will usually call you to arrange a delivery

• Inspect product upon delivery, if there is any damage please make sure the driver notes it on the Bill of Lading. See more information in the damage section below

• Orders are not delivered on the weekends or federal holidays

• Detention Fees – Delivery appointments are 30-minutes. If the delivery time extends beyond that window for any reason, additional charges may be incurred that will be the customer’s responsibility

• Redelivery Fees – If for any reason the customer is not present for their delivery appointment (both initial or subsequent attempts), then the customer will be responsible for any-and-all redelivery charges incurred

• Storage Fees – Maison Luna’s freight carriers hold shipments for up to 48 hours from the time they first contact the customer to set up the delivery appointment at no additional cost. If the order is held longer than 48 hours, the freight company will charge storage fees, which will be the customer’s responsibility

Order processing information

• Orders are processed Monday through Friday excluding holidays

• Orders received on weekend days, holidays and after 1 pm EST will begin processing the next business day

• All orders are usually shipped within five days of receipt though processing times may vary due to availability

• We cannot always guarantee availability of products. If the item purchased becomes unavailable or delayed, we will notify you immediately by email. We do not charge your credit card until your order is ready to ship. A pending amount may appear on your statement immediately after placing your order as a measure to authorize your card. The amount will not be processed until your shipment is ready; any pending amount will disappear shortly after order placement

Cancellations, exchanges and returns:

• Maison Luna does not offer refunds, all sales are final

• Customers must contact Maison Luna to report and damaged goods

• Shipping and handling costs are not refundable

• We will not accept COD return parcels

Damaged goods

Damage to small vessels:

• Once you receive your vessel, please inspect it.  If there are any damages or errors to your order immediately report it to Maison Luna customer service by emailing pictures and details to hey@maisonluna.co. Pictures should include the damaged goods, the packaging inside the box, and the external condition of the box

Damage to medium and large vessels:

• Please inspect delivery for damage immediately. Any claim for damage or incorrect material must be noted on the driver’s bill of lading. A delivery exception should be made with the freight company. All claims must be noted so that damaged material can be replaced and so that we can be reimbursed by the trucking company. You will be asked to send supporting documentation and pictures as part of a claim. If damage is not noted on driver’s paperwork we will be unable to file a claim and customer will be responsible for stock and shipping charges. All claims for damaged, lost or stolen material must be made against the freight company

• Please do not refuse the shipment. If you find damaged, missing, or incorrect quantities please accept the shipment and note the issues in detail on the receipt with the driver. If damage is properly noted, we can begin the process of getting replacement goods to you. When a shipment is refused, the material is shipped back to the freight carrier’s warehouse or it is redelivered to you. Both options will create additional charges. If you do have a problem with a shipment, please accept the delivery and contact us for instructions

• Customers have 72 hours from date and time of delivery to inspect and report damaged product to be eligible for replacement. All customers have 72 hours from the time of delivery in order to inspect and report all damaged product in order to be eligible for your products to be replaced. In order to report all shipping damage, please send clear and multiple photos of the all damaged product, including clear details of which products were damaged and the amount of the damaged products, to hey@maisonluna.co within 72 hours of delivery