NOTICE OF COVID-19 PROCESSING, SHIPPING AND DELIVERY DELAYS

 

Up & Running...

COVID-19 has created unprecedented challenges for small business sellers across the country and around the world. We’re monitoring the situation closely and although we are operating with limited staff, our team is working tirelessly to keep up with the extreme influx of orders we have received as online shopping has experienced a rapid period of growth. 

We have received many inquires as too when an order will arrive. We have incorporated new safety and security measures to protect our team and this has increased our processing time to 5-7 business days. The estimated delivery time frame is now between 7-21 business days, depending on shipping location and certain postal codes seem to be experiencing longer wait times with imposed local delivery restrictions. We sincerely apologize for any inconvenience this may cause.

Thank you. 

While the health and safety of our team is most important, our customers remain our top priority. Like so many companies, we are doing everything in our power to help our community navigate these uncertain times. We ask that you are patient with us and each other, and treat everyone with kindness. While this situation presents unique difficulties, we are optimistic that all of us will ultimately emerge stronger and more resilient.

Thank you in advance for your patience and understanding as we adjust how we support our customers and team members during this challenging period.

Stay safe. Stay informed.

We are educating team members with regular communications about COVID-19 and the importance of keeping their workplace clean, washing hands frequently, and to stay home or seek proper medical attention if they do not feel well. Stay up to date and informed on ways to protect your health with your local trusted news sources and your local health department. 

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ORDER CONFIRMATION & PROCESSING

We want to get all of your items out as soon as possible, but we also want to ensure accuracy. In order to handle the number of orders we receive daily, we have several order accuracy and quality assurance checks before your order moves to our fulfillment team. 

You will be charged upon completing checkout and all payments are subject to verification and approval before shipping and may take several days to process.

Please note, to help fight credit card fraud, orders with incorrect billing information or requiring additional verification may be delayed and/or canceled.

We email the order confirmation and receipt immediately after the checkout process is complete. Please check your order receipt for accuracy.  If you do not see it in your inbox, double check your spam folders as it might have landed there. We can always re-send the order receipt.

Any changes that need to be made can be emailed to our support team within 24 hours after placing your order. 

If we can NOT make a change to your order before it has shipped out to you, please review our Returns/Exchange policy.

PRE-SHIPMENT STATUS & TRACKING NUMBERS

During this time a shipping label is created and tracking information is updated for all customers. You will receive a Shipping Confirmation email with the tracking information. By creating shipping labels before fulfillment we ensure that each item is going to the correct customer's address. 

A customer will see a status of "Pre-Shipment" or "Pending" associated with your tracking information. This status, again, may not be updated for 5-7 business days (closed weekends) while the order is being prepared for shipment with the carrier. 

Fulfillment & Shipping Process

Moments partners with major shipping companies like USPS, FedEx, DHL, UPS, and many others - allowing us to ship direct to your door and proudly offer flat rate insured shipping. 

Before moving to our fulfillment team our processing department verifies no changes or updates have been requested from the customer. Afterward, they proceed to scan each individual order and gather the products associated with that particular order. 

Right now, as noted above, we require between 5-7 business days on average to fulfill your order. Some items may take longer especially around major holidays (up to 10 days), or if your order includes popular items experiencing stock availability issues. 

Once your order has begun processing through our shipping department we are unable to make any changes (including address changes). We will only ship to the address provided at check-out as it appears on the order confirmation receipt. 

We only ship during business days during normal business hours and do not ship on Saturdays, Sundays, or holidays. 

For orders with multiple items, products may be shipped separately and received on different dates due to the difference in our warehouse locations. 

Deliveries

Shipping time varies by state, region, or country. As noted above, the estimated delivery time frame is currently between 7-21 business days. Please check the tracking link for the most up to date information on your delivery status. Specific delivery dates are not provided nor guaranteed.

While we will do all that we can to make sure you order is delivered on time, Moments cannot be held responsible for conditions beyond our control such as required postal processing, delivery restrictions, holidays, severe weather, labor disputes, protests, etc. and these interruptions can cause delays beyond our original delivery estimates. We appreciate your understanding. 

Lost/Stolen/Damaged Packages

Moments is not responsible for lost, stolen, or damaged packages. If your tracking information states that your package was delivered and you have not received it, please report it to us and file a claim with your respective shipping carrier.

Contact USPS about a Stolen Package or Find Missing Mail

While the USPS protocol for refunding damaged packages is clear, its process for stolen mail is not. If your package was shipped and delivered by USPS, but it’s missing, you’ll need to file a claim regardless. 

  • Have the tracking number ready
  • Proof of the value of the item, if possible

If your package was stolen and there’s evidence, take photos and submit those too.

USPS Updated Tracking Information ph. 1-800-222-1811

USPS Lost / Damaged / Missing Mail ph. 1-800-275-8777

Contact USPS to Start a Claim Online

Contact FedEx to Start a Claim Online

Contact UPS to Start a Claim Online

Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honor your claim if it is not reported within 48 hours. 

Wrong Address Disclaimer:

It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. If the order has already been processed through our shipping department, we cannot retrieve it for an address change. 

Feedback

We would love to hear your feedback, questions, or concerns. Please feel free to email us at hello@themomentshome.com to let us know how we are doing. We appreciate your feedback and are always striving to improve.