Please note that shipping delays are happening worldwide due to the COVID-19 pandemic. Patience will be your best ally during this time.
Processing times: All orders will be processed and shipped within 2-3 business days. After it has shipped it will be delivered via Canada Post (unless you've chosen another carrier) within the delivery times noted under 'Shipping' below.
Cancellations/Returns: All sales are final. I do not accept cancellations on pieces already purchased or returns on pieces due to buyer's remorse or otherwise, no exceptions. I could never recoup the loss of my time into work produced. Please be certain of your purchase before going to checkout.
Modifications/Additions: Modifications cannot be made to any orders unless otherwise specified, in writing, between you and I. If you order multiple items, I will gladly "bundle" your orders into one shipment at no extra charge. If you forgot to add something to your current open order, please check out as usual and I will refund you the excess shipping charge, however this only applies if you purchase more before your original item has shipped.
Domestic orders: All Canadian orders will be shipped insured and tracked via Canada Post.
United States: Shipped insured and tracked via Canada Post / USPS. Once your package has left Canada and entered the US, it will be in the jurisdiction of USPS, however, tracking will still be available and may take several hours to days to be updated by them.
Everywhere Else: Shipped insured and tracked via Canada Post and your country's postal service. Customs/duty fees due on arrival in your country (where applicable) are the sole responsibility of the buyer.
Tracking: Once your order has been shipped you will receive an email with your tracking number. Tracking information will be available within 24-48 hours via Canadapost.ca or the Shopify "SHOP" app. I do not ship any orders without tracking or insurance, ever. Liability, theft and/or losses cannot be claimed without tracking and insurance, and I like to protect both of us if, unfortunately, something happens to your order on its way to you. It is extremely rare but it can happen.
Canada/United States: If your order has been shipped and seems to be lost in transit or mis-delivered please contact your local post office and ask if the package was delivered to the wrong address. Please allow up to 14 business days for your package to be re-delivered/located. If after 14 days your package does not show up, file a missing package report through Canadapost.ca. Should you need any additional information for this claim please contact me via email at Laura-Lee@moonandforge.ca. Your local postal service will be in contact with you during the search for your package. moon&forge is not responsible for a refund due to a lost or undelivered package. All moon&forge orders are insured by Canada Post and will be refunded by such should a package be lost or undelivered on their behalf. An insurance claim can be filed through Canadapost.ca. If a package is returned to me due to an incorrect address and you would like me to resend it you will be required to pay for return shipping.
International: If your package has not been delivered within 10-30 business days it is possibly being held at customs and you may be required to pay additional taxes. If your package is returned to me due to an incorrect address, unpaid customs taxes, etc., you will be required to pay return shipping if you choose to receive the package. Return to sender from international countries can take anywhere from 6-10 weeks or more. If your item is lost or mis-delivered due to a mistake on Canada Post's behalf, moon&forge will not issue a refund, as Canada Post is solely responsible to issue you a refund. It is for this reason I always ship packages INSURED and tracked, no exceptions.
Discounts/Sales: Any available discounts or sales will be announced via email, Facebook and Instagram and will strictly run for as long as is stated.
Credit and Debit cards: All major debit and credit cards are accepted. During checkout be sure to enter your correct billing and shipping information.
PayPal: PayPal payments are accepted. Please ensure that you choose the correct shipping address when using PayPal. If you have multiple addresses stored in your PayPal account, be sure to choose the one you want your package to go to. If your piece is going to someone else as a gift, be sure to give me the receiving party's address so I can ship it there.
Payment Plans: Payment plans are available. My policy is 50% downpayment, with the balance due within 30 days of first payment. Your downpayment is non-refundable, no exceptions. Please contact me via Laura-Lee@moonandforge.ca to discuss your payment plan.
Repairs: Repairs are not available on jewelry that I have not made myself. If you inquire about a repair to your m&f piece please note there will be a cost depending on the amount of damage done. Please see my Jewelry Care section on how to avoid damage to your piece. All shipping processes are the buyer's responsibility and I strongly suggest that you ship tracked and insured back to me to avoid loss or theft of your piece that cannot be claimed back.
Ring Sizing: The only truly accurate way to know your ring size is to either have it done by a professional (any mall jewelry store will do this for free), or you can purchase an inexpensive ring sizer of your own from amazon or any craft store in your area. Metal ring sizers tend to be more accurate as they do not stretch like plastic ones, so bear that in mind if you plan to purchase your own. Also note that our fingers expand and shrink according to weather, the environment, and many other factors - as much as a full size in some cases. Wide band rings fit more snugly than standard widths, so choose a one half to a full size up from your regular ring size for wide band rings. When purchasing a ring, be aware that the finger you are buying the ring for is the finger you plan to wear it on, because it will not fit the same on another finger. Avoid disappointment in sizing by planning for that "favourite finger" wearing and shop accordingly.
Refunds: I do not offer refunds on my pieces. Each piece of jewelry created by me is one of a kind, with several hours of my time, skill and creativity invested into each one - all of which I could never recoup financially. Please be certain of your purchase before checkout, particularly in the case of rings. Again, each ring is one of a kind and not adjustable unless otherwise stated. Refunds by way of a lost package during the shipping process will be given to you by way of the shipper(s), either Canada Post or your country's shipping provider, not from m&f. Please see shipping policies (above) for clarified information on this.
Copies/Replicas: I have a strict policy on copying or replicating other artists' designs. If you have seen a piece that you love, please show its maker your support by purchasing it from him/her instead of asking me or another jeweler to replicate it for you. Doing this is essentially stealing someone else's work, which is something I refuse to be a part of.
Please do not ask. The answer will always be no.
Packaging: All of my pieces will arrive beautifully packaged and ready for gifting.