Refund policy

Refund & Return Policy

Moonlight Scoops LLC

At Moonlight Scoops LLC, each order is thoughtfully curated and often prepared or filmed specifically for the customer. Please review this policy carefully before purchasing.

All Sales Final
All purchases made through Moonlight Scoops LLC are final sale. Due to the curated, randomized, and customized nature of scoop orders, no refunds or returns are accepted.

Filmed Orders
Any order that includes a packing or reveal video is strictly non-refundable once filming has begun. Filming is considered started once the order has been pulled and preparation or recording has commenced. No cancellations, refunds, or returns will be issued after this point. 

Damaged, Missing, or Incorrect Items
Replacements may be issued only in the event of a damaged item, missing item, or incorrect item received. To be eligible, the customer must submit a claim within 48 hours of delivery confirmation.

How to Submit a Claim
Claims must be submitted by email to returns@moonlightscoops.com. The email must include the customer’s full name, order number, number of scoops purchased, clear video proof showing the issue (unboxing video required), and if applicable, confirmation that a video order was included. Claims submitted after 48 hours, or without the required proof, will not be accepted.

Resolution
Approved claims will receive a replacement item of the same or equal value. Refunds will not be issued.

Shipping Delays
Moonlight Scoops LLC is not responsible for shipping delays caused by carriers. Refunds will not be issued for carrier delays. We will assist with tracking or carrier inquiries when possible.

Address Errors – Before Shipping
If an incorrect shipping address was entered, customers must email orders@moonlightscoops.com before the order ships with their full name, order number, number of scoops, scoop theme, the address originally entered, and the corrected shipping address. Address changes can only be made prior to shipment.

Address Errors – After Shipping

Once an order has shipped, address changes are subject to the shipping carrier’s discretion. If a package is returned to us due to an address error, the order may be reshipped at the customer’s expense. Refunds will not be issued.

Cancellations
Orders may be canceled only before fulfillment begins. Fulfillment is defined as the point at which the order is pulled and preparation of potential bracelet selections begins. Once fulfillment has started, cancellations are no longer permitted.

No Returns
Returns are not accepted under any circumstances, including dissatisfaction with items received, preference changes, or expectation differences. 

Contact & Response Time
All inquiries must be submitted via email to returns@moonlightscoops.com. We guarantee a response within 24 -48 hours.