Shipping policy
MostΒ orders are processed within 2 to 3 business days* (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Order changes are not always possible as your order may have already been submitted to our manufacturer. Please contact our customer service as soon as possible if your order needs to be changed.
Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout. Lead times will usually beΒ longer for Alaska, Hawaii, and U.S. Territories.
All lead times are only estimates and can fluctuate depending on a wide variety of reasons, including Covid restrictions, weather, etc.
|
Shipping option |
Estimated delivery time* |
|
UPS Ground |
4 to 5 business days |
|
USPS |
5 to 7 business days |
|
Other |
5 to 7 business days |
* Delivery time does not include lead time before order ships. Delivery estimate begins once you receive the shipping confirmation that your order has shipped.
International Shipping
For specific questions around which countries we can ship to, the easiest way to determine is by adding the products you wish to purchase to your cart and attempting checkout. If the checkout is blocked, then this will mean that we either cannot ship to your country, or certain items in your cart cannot be shipped to your country.
If your checkout is blocked with an error, please reach out to our customer service team to determine why this is occurring and if there is a resolution available.
Note about duties/taxes:Β Shipping charges for your order will be calculated and displayed at checkout. International shipping consists of two charges: shipping charge + duties/taxes. Not all shipments will require duties/taxes to be paid, but if the charge is shown at checkout, this means that your order requires them to be paid.
Please be especially cautious about ordering the correct product (size, color, etc), as any repeat shipments will be charged to you and shipping charges are notΒ refundable.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available as there is sometimes a delay from when the package is picked up until when tracking information becomes available.
For any specific questions regarding your order status, please contact us.
Shipping to P.O. boxes
Only USPS can ship to PO Boxes. Typically if you enter your PO Box address correctly, USPSΒ will be the only option shown to you at checkout. Since we only ship our roller skates via UPS for business reasons, you will not be able to ship roller skates to PO Boxes.
Returns
Sometimes things don't work out, and we get that! We strive to make our returns process as painless as possible.
- To start a return, please contact our customer service team.
- In general, after reaching out to us and our team verifying your order qualifies for return, weΒ will provide a free return label that you can print to ship back the product.
Unless otherwise stated on a specific product page, we will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship for 30 days from the date you receive the item. Fulfillment mistakes that we make resulting in the shipment of incorrect products to you will also be accepted for return 30 days from the date you receive the item.
If you would like to return due to sizing, or you simply changed your mind, we are happy to accept these returns no longer than 30 days from the date you receive the item (again, exceptions to this policy may exist and will be clearly noted on the product page prior to checkout).
If you have already returned an item from an order, any future returns for that same order will be subject to return shipping charges.
Returns must still be brand new, in mint condition, not worn outside, and within 30 days of receiving. They must be shipped back in a protected box/shipping bag so the Moxi item is not exposed. If damage in transit is deemed to be due to improper packaging, a full refund may not be granted. We will accept your return once the item arrives back at our warehouse and we have examined the returned items. All returns are subject to inspection and will not be accepted if worn or damaged.
Size 1 Beach Bunny, Panther, or Jungle will be subject to a $25 restocking fee.
Due to their specialized manufacturing, some items are non-returnable. This includes but is not limited to:
- Vegan Jacks
- Every color of Jack except Jade and Black
- Half sizes (Lolly boot) and custom sizes (both Jack and Lolly)
- Jade Lolly
- Banana cream lining
- Cork heel
- Custom widths (D, E) - both Lolly and Jack
Returns (International)
In general, we will charge a 25% surcharge on return shipping for international orders. Depending on the situation, shipping charges may be adjustable. Please contact us regarding your return for details pertaining to your particular situation.
Route Insurance
Every order we ship is covered against damage in transit, theft, and a variety of other issues. Please see our Route Insurance policy page for details.