SHIPPING POLICY​

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Service Region Estimated Delivery (Business Days)
​​Express​​ All Countries 3 – 7
​​Standard​​ US, Canada, EU, UK, Australia, NZ, Japan, South Korea, Singapore, Malaysia, Thailand, Philippines, Indonesia, Vietnam, Israel 8 – 15
​​Economy​​ Brazil, Chile, Russia, South Africa, UAE, Kuwait, Saudi Arabia, Lebanon 10 – 30
​​Global Saver​​ All Other Countries 15 – 35

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CANCELLATIONS, RETURNS & DAMAGES​​

Q – Can I make changes to or cancel my order?

At MoxaZen we work hard to help you get your orders as fast as possible. So orders enter processing immediately after payment confirmation. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed, and set aside for shipping.

To cancel, ​​email us within 1 hour​​ at service@moxazen.com with the subject “Cancellation,” your full name, and order number. We’ll attempt to intercept your shipment, but success is not guaranteed.

Q – What is your return policy?

We’re sorry you didn’t love your new products! We want you to enjoy your experience with MoxaZen as much as possible, which is why we’re here to help. Just send us an email at service@moxazen.com within 30 days of receipt of your package, with your order number, the name of the product(s), and the reason why it didn’t work out for you.

  • Order number
  • Product name(s)
  • Reason for return
    ​​Note:​​
  • Original shipping fees are non-refundable.
  • Return shipping costs are your responsibility.
  • A 15% restocking fee applies to opened/used items.
  • Refunds exclude gift cards or final sale items.

Unfortunately, we are unable to refund your original shipping charges/processing fees, and we do not offer exchanges on any of our products. You will be responsible for all returning shipping fee and we reserve the right to charge a restocking fee on all returned order.

If your order is returned to us due to incorrect shipping address, failure to claim the order, or any other mistake on your part, we will charge you a shipping fee before resending or refunding the order.

MoxaZen can only accept returns for products purchased on our website (https://moxazen.com).

Q – Can I exchange a product?

Within 30 days of the purchase, please send us an email at service@moxazen.com with your order number, full name and we’ll be happy to help you!

​We offer exchanges ​​only if​​:

  1. The item is ​​unused, unwashed, and in original packaging​​.
  2. The request is made within ​​14 days​​ of delivery.
  3. The replacement item is of ​​equal or lesser value​​ (price differences non-refundable).
  4. ​​Proof of damage/defect​​ is provided (if applicable).
    Exchanges are subject to stock availability.
    👉 Initiate by emailing service@moxazen.com with your order number and photos verifying product condition.

 

Q – An item arrived damaged! What do I do?

We’re so sorry to hear this! Please send us an email at service@moxazen.com with your order number, full name and an images and videos of the damaged item and we’ll be happy to help you!

  • Order number
  • Images and videos of damaged item + packaging

 

Q – How long do refunds take?

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Q – What if my package is lost?

In the very rare scenario that a package is deemed lost, then the buyer will always be issued a full refund provided that shipping insurance was purchased at checkout. A package is deemed lost if it is not delivered within 60 days. In such case, you must contact us within 30 days so we can reship or refund your order.

Contact us at service@moxazen.com to initiate.

​​CUSTOMS DUTIES​​

 

In some cases, there will be VAT (Value Added Tax), other taxes, customs and/or duty fees levied by your destination country. These additional charges are not included and are the responsibility of the recipient. We cannot determine the charges since customs and taxation policies vary widely from country to country. Please contact your local customs office if you have any questions. We do not refund shipping costs for customers that reject their packages upon arrival for failure to pay duty fees.

Customs clearance procedures may be required; under these circumstances, delays may occur, which will affect our original delivery time. Delivery time of orders can be extended by delivery service for indefinite period for reasons beyond our control.