Frequently Asked Questions

Bulk Orders

Can I get a discount for a bulk order?

Yes, we love it when customers order in bulk! Bulk pricing promotions start with a minimum purchase of 10 units of the same product (varying designs are okay. Promotion excludes bookmarks). 

Please email contactus@themuslimmoon.com with details of what you would like to purchase so that we can assist with your order. 

Please note that bulk orders qualify for free shipping to a single destination address. However, multiple destination orders will require the customer to pay for shipping to the various locations.

The bulk discount will be applied in the form of a credit to your credit card or original method of payment once you have placed the order/s.

 

Customer Care

As with every business, we know that customers have questions and that occasionally things do not go as planned. At The MuslimMoon, we strive to create as smooth a customer service journey as possible, and ensure we have availability to answer questions about key topics. We also have clear channels of communication to help overcome any issues in a timely and collaborative manner.

We take the approach of 'be kind, be courteous' to all of our customers, and we ask that the same philosophy is applied towards us. As a small team, we work hard to deal with all customer queries as quickly and efficiently as possible. We love the products we create and the joy they bring to so many. Our goal is to channel that positivity into a meaningful experience for all our customers. 

 

Damaged & Lost Products

What if my product arrives damaged?

We will replace your order at no additional charge, inclusive of shipping costs if your product arrives damaged. We ask that you email contactus@themuslimmoon.com with your order number, photographs of the damaged item, and packaging. We can accommodate damaged item requests for up to 14 days after you receive your package. Unfortunately, after 14 days your request might be subject to restock and/ or shipping fees associated with replacing the product/s. 

What if my order is lost during the shipping process?

We will replace your order at no additional charge, inclusive of shipping costs if the carrier loses or misplaces your order. However, if the order is lost or ‘undeliverable’ due to customer error when entering the shipping address or any related misinformation, we are unable to replace your order. Please see the Changes & Cancellations Policy for more details regarding ‘undeliverable’ packages. 

Please email contactus@themuslimmoon.com if your order is lost or you are unable to track it.


Ordering

How long does it take to process an order?

Orders are typically processed within 1-3 business days after they are placed. You will receive a confirmation email once your order is shipped including a tracking number.

Your patience is appreciated as we deal with global, industry-wide delays due to the Covid-19 Pandemic. The safety of our employees and partners is our priority. We are working hard to fulfill your orders in a timely manner while complying with evolving safety measures and lockdowns at our fulfillment centres and with our shipping partners.

We are sometimes unable to fulfill an order within our general timelines and for that, we apologize in advance. Please know that during these unprecedented times, there are circumstances beyond our control and we are trying our best to get your orders to you as soon as possible. 

How can I make a change to an order I placed?

Please refer to our Change & Cancellation Policy for details and to determine whether your request can be accomodated. Please note that if your order has already entered the fulfillment queue, we are unable to make any changes.

 

Returns & Exchanges

What is your return policy?

We hope that you love the products you order as much as we love designing and creating them. If you are not completely satisfied, you may exchange or return your order for a full refund within 30 days of receiving it. Beyond 30 days, we are unable to offer a refund or exchange. 

A restocking fee of $5 applies for all returns & exchanges

To be eligible for a return, your item must be unused, in the original packaging, and in the same condition that you received it. Only regular priced items may be returned or exchanged. All sale and limited edition items are final sale. To complete your return, we require a receipt or proof of purchase.

The customer is responsible for all shipping costs associated with returns and exchanges. The MuslimMoon does not take any responsibility for any returned items lost in the shipping process. 

How do I make a return or exchange?

To begin the process, please email contactus@themuslimmoon.com  and provide your original receipt, order number, and a reason for return or exchange. Once we confirm your return, you will send your product by mail to:

The MuslimMoon Returns

108 Summerlea Rd

c/o eShipper Plus

Brampton, Ontario L6T 4X3

Canada

The customer is responsible for all shipping costs associated with returns and exchanges. The MuslimMoon does not take any responsibility for any returned items lost in the shipping process.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed minus the $5 restocking fee and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

 

Sales & Discounts

Do you offer discounts?

Yes, we love a good deal! To learn more about discounts, sales and promotions: 

  1. Subscribe to our newsletter at www.themuslimmoon.com and receive a one-time $5 discount code for first time subscribers. 
  2. Read our newsletter, and follow us on FaceBook and Instagram to stay in the know about upcoming sales, giveaways, contests, and exciting promotions with brand partners.

Do you offer price adjustments if an order is placed before a sale?

We are happy to honour a sale or promotion if your order is placed in the 24 hours preceding the start of a sale. Please email contactus@themuslimmoon.com with your order number and receipt to see if you are eligible for a price adjustment. 

We recommend signing up for our newsletter via www.themuslimmoon.com and following us on FaceBook and Instagram to be the first to know about upcoming sales, giveaways, contests, and promotions. 

Why can’t I avail a promotion running in a different region? For example, I live in Canada but there is only a discount on the UK MuslimMoon website, etc.

We run many promotions across our 3 channels (Canada, UK, US + International Markets) multiple times a year according to regional holidays and events. Sometimes, we run them across all 3 channels simultaneously. However, we ask you to be patient and wait for the promotion to be valid in  your region (we promise, you will get one!) so that we can accommodate and celebrate our customers across the world. 

Regional promotions are sent to all newsletter subscribers so you may receive a discount or promotional offer in your email for a region where you currently do not reside and you are welcome to access the discount for that particular region provided that is where your shipping destination is located. 

If you have any issues placing a cross regional order, please email contactus@themuslimmoon.com for assistance.

Can I get a discount for a bulk order?

Yes, we love it when customers order in bulk! Bulk pricing promotions start with a minimum purchase of 10 units of the same product (varying designs are okay. Promotion excludes bookmarks). 

Please email contactus@themuslimmoon.com with details of what you would like to purchase so that we can assist with your order. 

Please note that bulk orders qualify for free shipping to a single destination address. However, multiple destination orders will require the customer to pay for shipping to the various locations.

The bulk discount will be applied in the form of a credit to your credit card or original method of payment once you have placed the order/s.

 

Shipping

How much does shipping cost?

Within USA:

  • $7.99 flat rate for most US states for orders up to $90
  • $9.99 flat rate for certain western states (CA, WA, TX, etc.) for orders up to $90
  • Free for orders $90+

Ship to Canada:

  • Ontario and Quebec: $7.99 flat rate for orders up to $90
  • Rest of Canada: $9.99 flat rate for orders up to $90
  • Free for orders $90+

Ship to rest of the world:

  • Price varies depending on region
  • Rates are calculated at checkout

Are there additional charges for International orders?

The MuslimMoon is a Canadian based company and it is a legal requirement for us to declare the actual value of goods (excluding shipping charges) contained in all packages sent outside of Canada.

Orders may be subject to import duties and taxes imposed by the destination country; any additional charges for customs clearance must be paid by the customer.

Customs policies vary from country to country, so we advise contacting your local customs office or tax agent if you require more specific information. Please note that when ordering online you must comply with all laws and regulations of the country in which you are receiving the goods.

 

Wholesale

Does The MuslimMoon have a wholesale program?

Yes! We would love to talk with you about expanding our products across new markets. For wholesale opportunities, please email contactus@themuslimmoon.com