FAQ's At Dark Moon Merchant
Frequently Asked Questions at the Dark Moon Merchant Shop...
Shipping & Returns
Your privacy is guaranteed.
Your privacy is of the upmost importance to us, so anytime you order from Dark Moon Merchant, your package will be sent in plain boxes without any branding on the label or packaging tape. That way, the only person who knows about what's in your delivery, is you. You're welcome!
Hours of Operation:
Office - Hours of Operation: My online shop URL is (DarkMoonMerchant.net) We try to get my packages shipped out every day including Sundays. Your order may not be the only one that is being fulfilled and the shop stays busy. However, we do make sure that each order and customer gets the attention and care they deserve.
Where is my order?
We try to fulfill orders within 1-4 days. All customers do receive an email that their order has shipped, with tracking information included. Please wait 24 hours after your notice for tracking to be updated at USPS/UPS. You can check this information in your customer account as well. Also you may track your package once it has shipped by using this Order Tracker
Shopping & Payment Information
Placing orders: This website, Dark Moon Merchant, is open 24 hours a day, 7 days a week and 365 days a year at DarkMoonMerchant.net
Payment Methods: Dark Moon Merchant accepts Visa, MasterCard, Discover, PayPal, Diner's Club, Google Pay, Shopify Pay, and Amazon Pay. Unfortunately, Dark Moon Merchant does not accept personal checks or money orders.
Account Log-In: You have to sign up for an account before you can place an order or view your account information. The login is located at the top right hand side of your screen on desktop. On mobile it is located in the mobile menu. You can view your recent and past orders, and change your shipping information.
Florida State Sales Tax: Florida law requires us to charge Florida sales tax for all purchases made in the State of Florida.
Receiving Your Order:
Order Processing Times: We strive to process all orders within 1-4 business days. There are occasions when we need additional time to fulfill orders. These include days following extraordinary sales/specials, special orders like handmade candles and other tools, and during/after company holidays.
All items that show as "In Stock" are available to ship within 1-4 days. If an item is out of stock for some reason, you will be notified and you will have the option to wait (backorder) or have your purchase refunded.
Shipping – Contiguous US: Dark Moon Merchant is proud to partner with the United States Postal Service (USPS), United Parcel Service (UPS) and FEDEX for shipments.
Can You Ship To a PO BOX?
Shipping to your PO Box is OK! To have your items sent to your PO box please choose USPS shipping only. If you choose shipping to a PO Box with DHL and UPS your order can't be fulfilled and it will be refunded.
Shipping Cost - Shipping costs for various carriers are shown on the cart page with an estimate on how much shipping will be at the time of checkout.
Domestic Shipping Transit Times: Delivery times depend on the delivery method selected. For instance, First Class Package & Priority shipping typically takes between 2-6 days in the continental US. The USPS/UPS/FEDEX are third party shipping services and provide these estimates as a guideline, so actual shipping times can not be guaranteed, they are only an estimate.
Overseas Shipping Time:
Dark Moon Merchant is a USA based company. For orders outside of the USA or overseas please allow 6 to possibly 30 days to reach your destination. Sometimes, but not always, shipments that are imported are held at customs for inspection.
Please leave a phone number with your order when you check out, for proper customs declaration.
Please be aware that your item may be held at customs for inspection, delaying the delivery time, and you may be charged a customs fee or import tax or similar. Unfortunately, there is nothing that can be done about customs clearance - customs laws make the importer (the buyer - you!) responsible for these fees.
When you pick up your package at customs you may have to provide a receipt. I also attach a receipt of your order on international packages for customs information.
In addition to this, in many areas in Europe, packages are held at your local post office at the time of delivery and have to be picked up in person.
Can I track my order?
Absolutely! Every order at Dark Moon Merchant comes with tracking. Look in the “my orders” section in “my account” you can see the status of your order. Once an item is prepared and labeled for shipping you will be notified by email. Full tracking information should be available through USPS Tracking within 24 hours.
You can also visit the TRACKING PAGE to see an updated status on your order at any time.
At anytime you wish you can contact me directly at Dark Moon Merchant Contact Page for questions or any issue with your order.
Returns & Exchanges
Returns: Please visit the Returns Policy page for full information on how to initiate a return. Returns are free and available at any time!
Order Changes, Damage or Missing
Order Changes: I understand that life can change quickly and with that your pending order may require adjustment. It is my pleasure to help you with your needs. Orders that have not been shipped may be “added-to” or “canceled”.
Unfortunately orders cannot be changed. Instead these orders need to be canceled and refunded prior to a new order being placed and paid. Please use the contact form with any questions about you order.
Dark Moon Merchant can only replace items if they are defective or damaged in transit. If you need to exchange it for the same item, send an email through the Contact Page.
Damaged or Missing Items: Dark Moon Merchant is highly committed to making sure you receive outstanding products in perfect condition. If your order is damaged, please immediately use the Contact Page so that we can both initiate an investigation and claim with USPS, UPS or FEDEX.
Dark Moon Merchant is happy to help replace or refund your missing or damaged items within a reasonable amount of time, for reasonable circumstances.
If there is an issue with your order we would like to make it right. Please contact us within 15 days of your order delivery.
