Frequently Asked Questions
Orders
We will always make our best effort to accommodate any changes but due to the fast turnaround between placing your order and when we pack it, we might not be able to make any changes.
If you wish to add to an order, we can try to do this if the order has not shipped. You will still need to place a new order and process payment but we will combine shipping if possible.
If you want to remove an item from your order, we can attempt to organise this for you prior to the order being shipped and process a refund but this may not always be possible.
Please contact us on info@moonriverback.com and we will do our best to assist you.
If you order has not been dispatched, we will be able to process a cancellation of your order.
Please note due to the fast turnaround between placing your order and when we pack it, your order may have already been dispatched and is unable to be cancelled.
We do offer 30 Day Change of Mind returns which means that you can return the item to us within 30 days of purchase and we will happily refund the original purchase price of the item provided the item and packaging is in its original condition, unused and is re-saleable. You will also need to provide the receipt or proof of purchase.
For any change of mind returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or proof of purchase) is to be included in the delivery.
Delivery charges will not be refunded for change of mind.
Please contact us on info@moonriverback.com and we will do our best to assist you.
Once your order has been dispatched, a tracking number will be sent to you via email.
Our carriers may experience a few day's delay in transit, this is normal and is due to unforeseen circumstances in the delivery journey. It does not need to be cause for concern, however, if you are unsure keep an eye on your tracking details or contact the carrier for delivery network updates.
If you have any questions, you can also contact us on info@moonriverback.com
Shipping and Delivery
We deliver Australia-wide including to PO Boxes.
The estimated shipping or delivery times for your order is available via the carrier’s tracking link which will be emailed to you once your order has been dispatched.
Delivery to parts of Far North Queensland, Northern Territory, Western Australia, Tasmania and remote/isolated areas may take longer and are subject to local transport schedules.
Should there be any issues with stock availability, we will contact you to advise of any delays. If you have any questions about your delivery you can contact us on info@moonriverback.com
Once your order has been dispatched, a tracking number will be sent to you via email.
Our carriers may experience a few day's delay in transit, this is normal and is due to unforeseen circumstances in the delivery journey. It does not need to be cause for concern, however, if you are unsure keep an eye on your tracking details or contact the carrier for delivery network updates.
If you have any questions, you can also contact us on info@moonriverback.com
Australia
For orders over $50, standard shipping is free.
For orders under $50, a flat delivery fee of $9.95 is charged.
Express shipping is available at a flat rate of $15 up to 5kg.
Outside of Australia
For international shipping, the following rates are charged for parcels up to 2kg.
New Zealand $20
Asia Pacific $30
USA & Canada $30
UK & Europe $35
Rest of World $50
Your order value is based on the final amount payable after any discounts have been applied and before the delivery fee is added.
Yes, we ship internationally. If we are unable to deliver to your country, we will advise you via email.
For more information on international delivery, read our Delivery Information here.
Returns and Refunds
Please inspect your order upon receipt and contact us immediately if the item is damaged, faulty, or defective so that we can evaluate the issue and make it right.
Contact us at info@moonriverback.com and provide the following information:
- your name
- contact details
- copy of your invoice (proof of purchase)
- name of the item(s)
- reason for the return
- photos if the item(s) which is faulty, damaged, or defective
If your return is accepted, we will notify you via email, send you a return number and instructions on how to return your item. Items sent back to us without first requesting a return will not be accepted.
Notify us immediately at info@moonriverback.com and provide the following information:
- your name
- contact details
- copy of your invoice (proof of purchase)
- name of the item(s)
- reason for the return
- photos of the item(s) which is incorrect
We will notify you via email, send you a return number and instructions on how to return your item. Items sent back to us without first requesting a return will not be accepted.
If you change your
mind about an item you have purchased from us, you can return the item to us
within 30 days of purchase and we will happily refund the original purchase
price of the item provided the item and packaging is in its original condition,
unused and is re-saleable. You will also need to provide the receipt or proof
of purchase.
For any change of
mind returns, it is your responsibility to cover all delivery charges incurred.
A copy of your tax invoice (or proof of purchase) is to be included in the
delivery.
Delivery charges will not be refunded for change of
mind.
We cannot issue
returns or refunds unless you have first contacted us at info@moonriverback.com
as we need to assess your claim and issue you with a returns number before you
send back any items. Without these, we will be unable to process your return
and refund the cost of your item(s).
Read our Return
and Refund Policy for further information.
Once your return is approved, you’ll be automatically refunded to the original payment method with 10 – 15 business days.
Payments
Visa, Mastercard, Paypal, Shop Pay, Apple Pay, Google Pay, Afterpay and Zip
