FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

Orders

WHY DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

We have this feature for the benefit of our customer. You can store your billing address, multiple shipping addresses, join our mailing list, check your order status and create a wish list that you can share with friends! Also, we can contact you if there's a problem with your order. It's quick and easy. 

WHAT IF I NEED TO CHANGE MY ORDER AFTER I HIT "SUBMIT"?

We strive to have all orders picked, packed, and shipped as quickly as possible because we know you can't wait to receive it!  With that in mind, once your order is placed, we are not able to cancel your order.  Please see the return policy for additional information if a return is needed. 

HOW DO I KNOW IF MY ORDER WENT THROUGH?

You will receive an order confirmation via email.

WHY HAVEN'T I RECEIVED AN EMAIL REGARDING MY ORDER?

There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you.

IF I RETURN MERCHANDISE, HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?

We will process a return 5-7 business days after we receive your returned merchandise in our warehouse. Returns will be refunded in the form of store credit redeemable at MOODSTORIES.US after being approved for a refund. The return shipping cost will be deducted from the refund amount. 

WHAT DO I DO IF SOMETHING IN MY ORDER IS DAMAGED OR MISSING? 

Please contact a MOODSTORIES Customer Support Agent right away! Click here to view our returns/exchange policy and instructions.  MOODSTORIES must receive all returns and exchanges, including the replacement of missing or damaged items, within 30 days of the purchase date listed on your receipt.

WHY DOESN'T THE USPS WEBSITE RECOGNIZE THE TRACKING NUMBER OF AN ORDER I PLACED?

Your tracking number will not be recognized by USPS.com until approximately 24 hours after your order has shipped. This is the time needed for USPS's online tracking system to update. Try tracking your package again the following day and follow it to your front door!

WHEN WILL I RECEIVE MY ORDER?

All orders take 1-2 business days to process, regardless of the shipping method used. Please keep this in mind when selecting shipping options. Orders are shipped Monday through Friday. MOODSTORIES may need to contact you if there is an issue with your order, so please keep your account information updated! All order communication is done via email, so it is important that your email address be accurate and current. For more information about shipping, click here.

Your order may be delayed because the MOODSTORIES warehouse is closed on the following days: 

  • New Year's Day
  • Memorial Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Day
Payments Merchandise

WHAT TYPES OF PAYMENT DO YOU ACCEPT?

MOODSTORIES.US accepts MasterCard, Visa, Discover, American Express and ATM/debit cards with the Visa or MasterCard logo. You may also pay with Apple Pay or store credit.

DO I HAVE TO PAY TAX ON MY PURCHASE?

Yes. Sales tax is calculated according to the state and county tax laws where the order is being shipped. The tax shown online is only a quote and may differ slightly from the total charged, usually by no more than a few cents.

WHAT IS A "VERBAL AUTHORIZATION" AND WHY DO YOU NEED ONE FOR MY ORDER TO SHIP?

A brief conversation with a Customer Service Representative is sometimes necessary to verify credit card information. This is known as a "verbal authorization" and it protects cardholders from unauthorized purchases. If you receive an email requesting a verbal authorization. The MOODSTORIES customer service team can be reached by email at order@moodstories.us and chat via our website during normal business hours.

Returns & Exchanges

Due to Covid-19, processing times for returns are taking longer than normal. Please allow 14-21 days before contacting support regarding the status of your return. Thank you for your patience.

IMPORTANT: With limited exceptions, returns are refunded in the form of online store credit redeemable at Moodstories.us given that items are returned in full accordance with our Return Policy. MOODSTORIES does not refund the original shipping charges.

With limited exceptions, we do not provide pre-paid return labels; you are responsible for covering shipping costs to return. 

Online Returns Policy

Please be sure to send us your item(s) back in full accordance with our Return Policy:

  • Items must be sent back within 30 days of the delivery date.
  • Items must be unworn, unwashed, and have original tags attached.
  • All merchandise must be returned in its original packaging.
  • Returns sent back to our warehouse that have not been generated through our returns portal or by contacting our Customer Service team directly will be charged a $10 manual processing fee

To return by mail - The MOODSTORIES customer service team can be reached by email at order@moodstories.us and chat via our website during normal business hours. We will provide you with a return label that you may take to any of your local carriers.

 Depending on the shipping method and carrier selected, your return package may take several weeks to reach us if returning from an international location. Please allow 5-7 business days to process your return once it is delivered to our Returns Department. Once your return is fully processed, you will receive your refund in the form of store credit redeemable at MOODSTORIES.US.

Helpful Hint: MOODSTORIES is not responsible for returns until they reach our Returns Department. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in transit. Without proof of receipt and delivery, MOODSTORIES will not issue a store credit refund for your returns.

Shipping

WHERE DOES MOODSTORIES SHIP?

MOODSTORIES.US ships to all 50 states and Worldwide

ITEM AVAILABILITY

All items available for sale on the moodstories.us website are expected to be in stock and available for shipment. Orders begin the shipping process as soon as your online purchase is complete. Items are shipped once they are located in stock, your payment is approved, and the receiving address is verified. Currently, we do not offer advanced sale or backorder options.

SHIPPING METHODS AND COSTS DOMESTIC

If your order has multiple items and/or includes gift cards, they may be shipped from multiple locations and/or arrive in different packages on different dates, there are no additional charges for split shipments.

Shipping and handling charges are based on your chosen method of shipment and are non-refundable, even in the event of a return. Please see the chart below for shipping costs and estimated delivery times. Please note that processing times can be 1 to 2 business days.

Standard orders placed before noon EST Monday - Friday will be shipped the same day. Delivery will be in 5-7 days business days. If there is a delay, we will notify you by email. Some items sent directly from our suppliers may take longer, and items ordered together may not arrive in the same box.

Orders that qualify for expedited shipping, placed before 2pm EST Monday - Friday will be shipped the same day. Delivery is guaranteed in 2 business days for those eligible products.

Standard

Expedited *Unavailable for certain products

5-7 business days

2 business days

I HAVEN'T RECEIVED MY ITEM.  WHO SHOULD I CONTACT?

All orders are processed Monday through Friday. Orders are not processed or shipped on weekends or holidays. If you still think your order is missing, the MOODSTORIES customer service team can be reached by email at order@moodstories.us

WHY DOESN'T THE FEDEX OR USPS WEBSITE RECOGNIZE THE TRACKING NUMBER FOR AN ORDER I PLACED?

Once you receive a shipping confirmation email, tracking information may take 1-2 days to update from the time of shipping initiation. Orders shipped via standard shipping are typically delivered via US Postal service and can be tracked on USPS.com.

HOW WILL YOU NOTIFY ME IF THERE IS A PROBLEM WITH MY ORDER?

All order communication is done via email, so it's important that your email address is accurate and current.

I ORDERED A ‚ÄúPRE-SALE‚ÄĚ ITEM, HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?

Pre-sale items are made available to allow customers to hold items before they actually make it into the inventory. These items won’t ship until after they become available in inventory. The projected ship date is always shown in the overview section of the product page.

Website Information

I'M LOOKING FOR A SPECIFIC ITEM, BUT I NO LONGER SEE IT ONLINE. CAN I STILL GET IT?

If an item isn't pictured online, it is not available at this time, but we may be able to find out if it's coming back in. Just email order@moodstories.us or submit a support request by clicking here. Include the item name, description and order number, if you have it. We'll find out if and when it's coming back in!

WHAT TYPE OF CURRENCY DOES MOODSTORIES.US USE?

All prices and payment are shown in US Dollar (USD).