Question 1

How do you accept payments?

Accepted Answer

If you purchase anything through our site you currently have the option of paying using either Paypal or any major credit card processed using Square (https://squareup.com/ca/en/why-square)at check out.

If you are placing a custom order:

For all Custom orders: Typically we require a 50% deposit. Once you have contacted us and decided on the details of your custom order we will e-mail you an invoice through Square for the deposit. Payment for deposit can be done either via Paypal or any major credit cards. E-transfer is also available by request.  The rest of the payment for your custom order will be invoiced once the piece is painted via e-mail using square (https://squareup.com/ca/en/why-square)invoices.

Any other payment questions contact us (https://www.moonstonedalternative.com/contact-9)

Question 2

What is your shipping policy?

Accepted Answer

Where We Ship

• Canada: We ship nationwide to all provinces and territories.
 • United States: We currently ship only to fully legal states where the sale and possession of smoking accessories are permitted. California is currently excluded from our shipping destinations. 
 • Other Recreationally Legal Countries: We also ship to the following countries where smoking accessories are recreationally legal:
    • Uruguay
    • Georgia
    • South Africa
    • Mexico
    • Malta
    • Thailand
    • Luxembourg
    • Germany
    • Australia (varies by region).

**Processing Time**: Each piece is crafted with care and checked for quality. Your order will be processed and shipped within 2-3 business days after payment is received.
   
**Shipping Methods & Delivery Times**: We offer multiple shipping options to suit your preferences. Standard shipping within North America typically takes 5-10 business days depending on your location.

**Shipping Costs**: Shipping costs vary based on the chosen delivery method and your location. These costs will be calculated and displayed at checkout.

**International Shipping**: We do offer international shipping to select countries. International delivery times and costs will vary based on the destination. Please be aware of any customs regulations or additional charges that may apply in your country.

**Tracking Information**: Once your order has been shipped, you will receive a confirmation email with tracking information so you can monitor the progress of your delivery.

6. **Returns and Exchanges**: Due to the unique nature of our products, all sales are final. However, if you receive a damaged item, please contact us with a photo of the broken items within 48 Hours of receiving your order.

We are committed to providing exceptional service and ensuring your satisfaction with our one-of-a-kind smoke accessories.

Please see our Shipping Policies page for more detailed information on all our shipping and returns (https://www.moonstonedalternative.com/shipping-and-returns)policies

If there is any questions about shipping to a specific country feel free to contact us (https://www.moonstonedalternative.com/contact-9)

Question 3

How can I track my package?

Accepted Answer

When possible we will provide a tracking number once your package has shipped. Shipping notification and Tracking number will be updated online with your order and you should receive an email notifying of the updates.

If there is no tracking number on your order, it probably means your order hasn't shipped yet. So just sit tight and we will update you as soon as we can or contact us (https://www.moonstonedalternative.com/contact-9)to find out more.

Question 4

What is your privacy policy?

Accepted Answer

At Moonstoned Alternative, we take your privacy seriously. Our privacy policy is designed to ensure that your personal information is respected and protected. When you purchase our functional, hand-painted, and unique smoke accessories, we collect the necessary information to process your order and provide you with a Certificate of Authenticity. This includes your name, address, email, and payment details. We strictly limit access to this information within our company and do not share it with third parties except as required to fulfill your order or comply with legal obligations. Additionally, any data collected is securely stored and only used to enhance your shopping experience, such as sending updates on new products or special offers if you opt-in.

For a detailed overview, please refer to our full privacy policy (https://www.moonstonedalternative.com/privacy-policy)on our website.

Question 5

What is your terms of service?

Accepted Answer

At Moonstoned, we take pride in offering truly unique, hand-painted smoke accessories that come with a Collectors Signed Certificate of Authenticity. Our terms of service are designed to ensure transparency and satisfaction for our valued customers. Here are the key points:

1. **Product Authenticity:** Every item is a one-of-a-kind piece of art, authenticated by a signed certificate. This guarantees that your purchase is unique and collectible.
2. **Shipping and Delivery:** We offer various shipping options to meet your needs. Once an order is placed, it will be processed and shipped within 3-5 business days. Delivery times depend on your location and the chosen shipping method.
3. **Return and Refund Policy:** Due to the unique nature of our products, we do not accept returns. Exceptions are made if the item arrives damaged or is not as described. In such cases, please contact us within 48 hours of receiving your order.
4. **Payment Methods:** We accept major credit cards, PayPal, and other secure payment methods. All transactions are encrypted to ensure your safety and privacy.
5. **Customer Support:** For any questions or concerns, our customer service team is available via email Moonstonedalternative@hotmail.com or via live chat on our website. We strive to respond within 24 hours.

For a detailed overview, please visit our terms of service page (https://www.moonstonedalternative.com/terms-of-service)on our website. Our goal is to provide you with a seamless and enjoyable shopping experience at Moonstoned.

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