Shipping & Returns
Frequently Asked Questions? Shipping & Returns
Your privacy is guaranteed.
Your privacy is of the upmost importance to me, so anytime you order from Dark Moon Merchant, your package will be sent in plain boxes without any branding on the label or packaging tape. That way, the only person who knows about your delivery, is you. You're welcome!
Hours of Operation:
Office - Hours of Operation: I work a full time job, besides keeping my shop here and at Etsy.com. Usually the only day that I take off is Sundays, because I can't ship out any orders on that day. You can contact me by email at any time here on my Contact Page.
Customers may receive an email that their order has shipped, but the freight trucks carrying your box may not arrive to the USPS terminal until after 6:00 p.m. Each order will come with a tracking code, but I suggest accessing USPS tracking after 7:00 p.m., Eastern Standard Time.
Shopping & Payment Information
Placing orders: My website, Dark Moon Merchant & Dark Moon Merchant at Etsy is open 24 hours a day, 7 days a week and 365 days a year at DarkMoonMerchant.com & https://www.etsy.com/shop/DarkMoonMerchant
Payment Methods: Dark Moon Merchant accepts Visa, MasterCard, Discover, PayPal, Bitcoin, Diner's Club, Google Pay, Shopify Pay, and Amazon Pay. Unfortunately, Dark Moon Merchant does not accept personal checks or money orders.
Account Log-In: You have to sign up for an account before you can place an order or view your account information. The login is located at the top right hand side of your screen on desktop. On mobile it is located in the mobile menu. You can view your recent and past orders, and change your shipping information.
Florida State Sales Tax: Florida law requires me to charge Florida sales tax for all purchases made in the State of Florida.
Receiving Your Order:
Order Processing Times: I strive to process all orders within 1-3 business days. There are occasions when I need additional time to fulfill orders. These include days following extraordinary sales/specials, handmade candles and other tools, and after company holidays.
All items that show as "In Stock" are available to ship within 1-3 days. I try to get your order to you as quickly as possible. However, some items are hand made by me at my shop (Like my candles and a few other items!), and at times of higher demand, there could be a 1-3 day processing time.
Shipping – Contiguous US: Dark Moon Merchant is proud to partner with the United States Postal Service for most shipments. Shipping to your PO Box is ok!
Shipping Cost - USPS and Shopify does it's best to estimate actual shipping costs.. however, there are times when the shipping estimate shown is more than the actual shipping weight, in those cases I will inform you and refund a portion of your shipping amount, if appropriate.
I have the same policy on my Etsy shop where the USPS service sometimes miscalculates according to what size box it has chosen for my merchandise. It's only fair!
Shipping Transit Times: Delivery times depend on the delivery method selected. First Class Mail & Priority shipping typically takes between 2-6 days in the continental US.
Dark Moon Merchant is a USA based company. For orders overseas please allow 6 to possibly 30 days to reach your destination. Sometimes, but not always, shipments that are imported are held at customs for inspection. Please leave a phone number when you check out, for proper customs declaration.
Please be aware that your item may be held at customs for inspection, delaying the delivery time, and you may be charged a customs fee or import tax or similar. Unfortunately, there is nothing that can be done about customs clearance - customs laws make the importer (the buyer - you!) responsible for these fees.
Can I track my order?
Absolutely! Every order at Dark Moon Merchant comes with tracking. Look in the “my orders” section in “my account” you can see the status of your order. Once an item is prepared and labeled for shipping you will be notified by email. Full tracking information should be available through USPS Tracking within 24 hours.
At anytime you wish you can contact me directly at Dark Moon Merchant Contact Page for questions or any issue with your order.
Refunds & Returns
Returns: Dark Moon Merchant Return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately there are no refunds or exchanges.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Incense Cones & Incense
To complete your return, please reference your receipt or proof of purchase in your email. There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return is received and inspected, you will receive an email to notify you that your returned item was accepted. You will also be notified of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
About Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please use the Contact Page.
Sale items: Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Order Changes, Damage or Missing, Exchanges (if applicable)
Order Changes: I understand that life can change quickly and with that your pending order may require adjustment. It is my pleasure to help you with your needs. Orders that have not been shipped may be “added-to” or “canceled”.
Unfortunately orders cannot be changed. Instead these orders need to be canceled and refunded prior to a new order being placed and paid. Please use the contact form with any questions about you order.
Dark Moon Merchant can only replace items if they are defective or damaged in transit. If you need to exchange it for the same item, send me an email through my Contact Page.
Damaged or Missing Items: Dark Moon Merchant is highly committed to making sure you receive outstanding products in perfect condition. If your order is damaged, I we ask that you immediately use the Contact Page so that we can both initiate an investigation and claim with USPS.
I will need photos of items, the shipping box and labels for your claim. Dark Moon Merchant is happy to help replace or refund your missing or damaged items within 15 days of purchase. If you are missing any item ordered, I deeply apologize. Dark Moon Merchant would like to get you these products as soon as possible therefore I ask that you contact me within 15 days of purchase. I will get you the missing items out right away.
To return your damaged product, you should use the Contact Form at Dark Moon Merchant, so we can arrange a shipment.Then mail your product to: PO Box 291541 Port Orange, Florida 32129
You will be responsible for paying for your own shipping costs for returning your item. After your package is received, you will receive a refund for shipping, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. The USPS doesn’t guarantee that your item can be returned without some kind of tracking or insurance. While they do provide free insurance, items that are worth over 75$ may benefit from purchasing insurance.
While viewing products at Dark Moon Merchant, you will have an option to save a product to your “Wish List”. To view your current wish list, simply log into your account and click on the link located on the left side of the page.
Product Rating System / Guidelines
Here at Dark Moon Merchant, I want you to have easy access to product ratings and reviews. As a Dark Moon Merchant Customer, you can submit written ratings and reviews for items you have purchased. I encourage customers to share honest opinions, both favorable and unfavorable so that other customers can make smart buying choices.
As a “thank you” for helping making Dark Moon Merchant a better place to shop for the Satanic community and your Left Hand Path needs, I will issue you a coupon for contributing to our online product rating and view system. Simply place your review, wait for an administrative spam review and then when the review is made public…you will have a coupon emailed to you.
Who can create customer reviews?
You must purchase a product before you can rate and review it. I encourage customers to not only look at a product but to actually use it so that they can fully evaluate its performance. There are rules for submitting reviews and Dark Moon Merchant reserves the right to deny reviews that do not fall within these guidelines.
How to write an awesome review
Be Specific: Your review should focus on the specific product being reviewed and your experience with the product. The best reviews include not only your initial impressions but also how you used the product and the details for those impressions.
Length: Ideally reviews are between 20 and 1,000 words. The ideal length is 100 to 250 words. A rating without comment is not as valuable as a rating with a detailed comment.
Be Honest: Dark Moon Merchant welcomes honest product reviews--positive and negative. As long as a rating and review remains specific to the product, does not criticize a competitor, and is written with the clear intent to help others, Dark Moon Merchant will not remove the review because they are critical. I believe all helpful information can inform Dark Moon Merchant's customers’ buying decisions.
What's not allowed
Dark Moon Merchant appreciates your time and participation in the site's product rating and reviews program. There is a limit to one customer review per product, and Dark Moon Merchant reserves the right to remove reviews that include any of the following:
• Obscene, confrontational or distasteful content
• Profanity or spiteful remarks
• Promotion of illegal conduct
• Promotion of other businesses or competitors
• Off topic comments
• Reviews that do not provide customers with an honest product evaluation
• Advertisements, promotional material or repeated posts that excessively make the same point
• Comments by or on behalf of a person or company with a directly competing product or business
• Posts intended to advertise a business including yourself, manufacturers or competitors
• Confrontational feedback to other reviewers
• Details about availability or alternative ordering locations
• Feedback about typos or inaccuracies in our website or product description
• Feedback about customer service or general company policies
• Content that is intended to harm a person, business or company including product sales
Dark Moon Merchant will do everything possible to make sure your shopping experience is good. Thank you for shopping at Dark Moon Merchant!