Frequently Asked Questions

Table of Contents

Orders

1. Can I alter my order?
2. I accidentally ordered an additional item that was offered after checkout. Please cancel this!
3. I didn’t receive my order confirmation and/or shipping confirmation. Did my order go through?

Shipping and Tracking Information
4. How long does shipping take?
5. Why aren’t shipping times faster?
6. How do your shipping charges work, and why aren’t they cheaper? Can I get free shipping?
7. How do I track my order?
8. I haven’t received an update in a while. Is something wrong?
9. My Order Tracking Page isn’t working.
10. My package was marked as delivered, but I didn’t receive it. What should I do?
11. My package came, but I didn’t receive all of my items.
12. I was supposed to get free shipping on my entire order. Why am I being charged for shipping?

Returns and Exchanges
13. Do you offer a money back guarantee?
14. How do I return or exchange my item?
15. How long will my exchange or return take?
16. Who pays for the cost of shipping my return/exchange to MoonWake Yoga Co.?
17. What is your Return Policy?
18. I received the wrong size. Help!
19. My item is defective. Please fix this!

Additional Questions
20. How do I take care of and wash my products from MoonWake?
21. How can I get the best deals from MoonWake Yoga Co.?
22. Is my information safe?

Orders

1. Can I edit my order?
As long as the changes don’t increase the value of your order, and your order is not already preparing for shipment, then most likely yes! Please contact us immediately.

2. I accidentally ordered an additional item that was offered after checkout. Please cancel this!
Once checkout is completed, your order is already placed in our system, with any special offers being automatically added onto your order. To cancel, please contact us.

3. I didn’t receive my order confirmation and/or shipping confirmation. Did my order go through?
Please check your spam filter to see if our emails were caught there. If they are not to be found in your inbox or spam filter, please contact us, providing the email address that you placed your order under, and we will investigate the issue.

 

Shipping and Tracking Information

4. How long does shipping take?
We ask to please allow for 1-4 weeks for shipping, as noted on each product page. International orders may take up to 1 week longer.

5. Why aren’t shipping times faster?
Instead of having our products shipped to our Washington State headquarters, we opt to warehouse our inventory across the globe with our trusted manufacturers, many of whom are in Asia. This allows us to dramatically reduce our costs and in turn, pass the savings onto you. Nevertheless, we are truly sorry that our shipping times aren't faster, however, we do hope you’ll enjoy savings of 30%-60% compared to other yoga brands.

6. How do your shipping costs work, and why aren’t they cheaper? Can I get free shipping?
Shipping is $10.95 per item, and $12.95 for international, as we ship directly from our manufacturers, however, orders over $35 ship absolutely free!

7. How do I track my order?
You can track your order using our Order Tracking Page. If your Order Tracking Page is not working correctly, you can contact us using our Contact page.

Also: You can track your order by entering your tracking number on any of the following national postal services' tracking pages!  USPS, Canada Post, Royal Mail, Australia Post, New Zealand Post

On USPS, an item may say “pre-shipment” even though it is in transit, simply because the item hasn't gone through processing yet.

8. I haven’t received an update in a while. Is something wrong?
Sometimes a package can take longer than normal to be processed through one of the major USPS processing facilities (Canadian customs processing can also be prolonged). Since we ask to allow for 1-4 weeks for shipping, if you don’t get an update by the 4 week mark, please contact us and we will solve the issue.

9. My Order Tracking Page isn’t working. Help!
Please refer to the answer to question #7 above.

10. My package was marked as delivered but I didn’t receive it. What should I do?
We recommend checking with your neighbors and any housemates you may have to see if someone else accidentally received it. If you live a housing complex, packages are more prone to be misdelivered or simply given to the reception/front desk. Sometimes the package will arrive unannounced a couple days later, but the preceding actions usually always solve the problem. If the previous steps have been taken to no avail, the next step is to call your nearest post office (as the vast majority of our orders are shipped through national postal services) to see why your package did not make it to you. If you are still unable to locate your package, please contact us.

11. My package came but I didn’t receive all of my items. What’s the deal?
Often times our inventory will be shipped from different warehouses, meaning that your items may not come in one package. Most of the time, if you ordered more than 1 item, you should expect multiple packages. Do not worry! Track your order here to check on any extra packages.

12. I was supposed to receive free shipping for my entire order. Why am I being charged?
Only orders over $35 qualify for free shipping. If you received a special offer that offered free shipping, the offers actually only provide free shipping on that item, as noted on each special offer page.


Returns and Exchanges

13. Do you offer a money back guarantee?
Yes! Every MoonWake Yoga Co. product comes with a 30-day Money Back Guarantee to insure your satisfaction. If anything is wrong with your order because of workmanship or manufacturing defects, we’ll replace it free of charge. Just contact us at hello@moonwakeyoga.com, providing pictures if possible, if you run into any issues with your items.

14. How do I return or exchange my item?
Please start by using our Returns Center, where you can create a return request, and specify an exchange if needed. From there, we will send you the return instructions.

15. How long will my exchange or refund take?
Exchanges and returns for refund typically take 5-10 business days to be processed. From there it may take 3-10 business for the refund to show up in your account.

For an exchange, your new item will be shipped to you according to the shipping details on its respective product page on MoonWakeYoga.com. If all required information (as noted on the return instructions we send you) is not included in the package for your exchange, this process will take longer.

16. Who pays for the cost of shipping my return/exchange to MoonWake Yoga Co.?
The customer is responsible for paying the shipping fee to send their product back to us. MoonWake Yoga Co. is not responsible for any shipping costs incurred after the shipment of your initial order.

17. What is your Return Policy?
All returned items must be in their original, unwashed, unworn, and unaltered condition. Any items not in their original condition and packaging will be rejected and a refund/exchange will not be issued. Orders must be postmarked within 30 days of the original delivery date. Orders that are not postmarked within 30 days of the original delivery date will be rejected without exception.

Please do not send through a carrier that requires a signature, USPS is our Preferred shipper. Please use USPS. Customers are only allowed to exchange items once. If a second exchange is sent in, it will not be honored; a new purchase will have to be made. To initiate a return, please go to our Returns Center.

18. I received the wrong size. Help!
Please take a photo of the wrong size labeled on the package, and send it to us at hello@moonwakeyoga.com.

19. My item is defective. Please fix this!
Please refer to question #13 above.


Additional Questions

20. How do I take care of and wash my products from MoonWake?
 As a general rule, we recommend hand washing your items, and hanging to dry indoors. However, each item has specific washing instructions listed on its product page. For our sports bras with removable inserts, such as the Cross Strap Sports Bra, we recommend removing the inserts and washing separately as needed.

21. How can I get the best deals from MoonWake Yoga Co.?
Sign up for our mailing list, located on the bottom of this page, as well as every other of our web pages! Members of our mailing list get deals that aren’t available on MoonWakeYoga.com. Psst. These are insider deals for our best customers!

22. Is my information safe?
Of course! With MoonWake Yoga Co., all of your information (especially your credit card info) is never stored in our databases and never shared with anyone. We use the latest encryption software and the best payment processing system, so you’ll never have to worry about getting scammed.