FAQ

 

 

WHEN CAN I EXPECT MY ORDER?

All orders will be processed and shipped in 2-4 business days.

During new product launches and around holidays, this time-frame may be longer and can extend up to 5 business days. We always do our best to get orders out in a timely manner but please understand we are a small business.

Once your order is shipped, you will receive an email with tracking information, from which you can find your estimated delivery date. Please allow 24 hours for tracking to begin to update.

International Shipping: We currently do not allow for international shipping. Apologies! Please bear with us and check back in the future as we expand our business.

 

OH NO! MY TRACKING SHOWS THAT MY PACKAGE HAS BEEN DELIVERED BUT I CAN’T FIND IT.

You’ve waited patiently for your package, it says it has been delivered but you don’t see it! Aggravating for sure. If a package is marked as “delivered” by the mail or package carrier it has left the possession of USPS/UPS/FedEx and is your responsibility as the recipient to track it down. Ugh, we know. We have found packages can often be left around your home/yard as well as with your neighbors. You’d be surprised how many packages are left in unexpected places; inside open garages, behind gates, or under patio furniture. The best luck with packages marked as ‘delivered’ is to speak directly with your local post office or UPS/FedEx carrier. 

 

MY TRACKING SHOWS THAT MY PACKAGE WAS “UNDELIVERABLE”.  NOW WHAT HAPPENS?

If a package is ‘returned to sender’ or is marked ‘undeliverable as addressed’ by USPS/UPS/FedEx it can be due to multiple different reasons such as an incorrect address or the delivery person not having access to your residence. We would love to ship it back to you once the issue has been figured out and resolved.  Please email us at help@moosegoosebaby.com and be sure to include your order number and contact information.

 

WHAT IS YOUR RETURN POLICY?

 If you are not completely satisfied with your purchase, you may return unwashed and unused items within 30 days of purchase.

  • Please email us at returns@moosegoosebaby.com to initiate a return. Be sure to include your order number and contact information in your email.
  • Merchandise must be in unused, unwashed condition with original tags attached.
  • We are a small business so all return shipping and handling costs are the responsibility of the customer. We hope you understand.
  • We can only refund to original forms of payment. For gift returns we can issue a store credit to gift recipient.
  • Please allow 5-7 days for us to process each return. You will receive a confirmation email once from us the return is processed and the refund is issued.
  • Please keep your tracking information until you've received your refund/store credit. In case of a lost package, we will ask for proof of shipment to verify the items were shipped back to us.

     

    CAN I CHANGE MY ORDER BEFORE IT HAS SHIPPED?

    We are a small business and will do our best to make any post-order changes. However, once an order is placed we cannot guarantee that will be able change it before it is processed and shipped. Please email us at hello@moosegoosebaby.com and our customer service team will do their best to help!

      

    THERE IS A PROBLEM WITH MY ITEM, WHO DO I CONTACT?

    Oh no! We’re sorry to hear there is a problem with your item. Occasionally product imperfections slip by our quality assurance team and we will work to get your issue resolved. Please email us your concerns at hello@moosegoosebaby.com and our customer service team will help you! p.s. a photo often helps speed things along!

     

    WHAT IS YOUR EXCHANGE POLICY?

    The best way to exchange something is to place a new order for the correct style (so it can get to you quickly) and then complete the return process for the original item.

    Please follow our return instructions above to initiate a return.

    If you received an item as a gift and would like to exchange for another style please email returns@moosegoosebaby.com to start subject line "GIFT EXCHANGE" and our customer service team will be happy to help you.

     

    CAN I PUT MOOSE GOOSE ITEMS THROUGH THE WASHING MACHINE? AND TALK TO ME ABOUT THE DELICATE CYCLE. 

    To take the best care of your new pieces, wash in cold water and yes, on a delicate cycle. Lay flat to dry or tumble dry low. Can you wash on warm or hot and blast though with the dryer set to high? We've been known to and our items survived, although perhaps not as well as on cold/delicate. You may choose accordingly! Phosphate free detergent is best to retain fabric quality and best for our watersheds. Please note that over time prints may fade slightly due to wash and wear.

     

    I WANT TO COLLABORATE WITH YOU! HOW CAN I GET IN TOUCH?

    Collaboration, exciting! Please email us at hello@moosegoosebaby.com and our social media manager will contact you with more info!

     

    DO YOU DO WHOLESALE PARTNERSHIPS?

    Sorry, we do not currently offer wholesale. However, we’d love to keep your info on hand in case we ever pursue it in the future. Please email us at hello@moosegoosebaby.com subject “WHOLESALE” and we’ll keep in touch!