Legal
Order Cancellation
Price Match + 10% Beat Guarantee
Lead Time
Shipping
At The Time Of Delivery
Wrong, Missing Or Lost Items
How To Start A Return / Exchange
Return/Exchange
Return/Exchange Shipping
Refund/Credit
Retention of Title
- You can only cancel your order 24 hours before it leaves our warehouse.
Price Match + 10% Beat Guarantee
- Find the same product advertised for less by another authorized retailer and we will match that price and beat it by an additional 10%.
- The competing item must be identical (same brand, model, size, and finish), brand-new, in stock, and sold by an authorized retailer that ships to your region. The lower price must be publicly advertised and verifiable at the time of your request, with shipping and any fees included in the comparison.
- Submit your request before you purchase, or within 7 days of your order date, through our Contact Us page or live chat. Limit one price match per order.
- Exclusions: clearance, liquidation, closeout, auction, open-box, used, bundle/package, coupon or membership-only pricing, third-party marketplace sellers, and obvious pricing errors.
Lead Time
- Small Parcel (UPS, FedEx, USPS, etc.) orders placed before 2 PM EST, Monday through Friday, ship within 24 hours — guaranteed. If we miss that window, you automatically receive 5% off that order.
- LTL freight orders ship within 2-4 business days.
- Delivery (transit) time after an order ships is an estimate provided by the carrier and is not guaranteed.
- You can track your order right on our website under "Track Order."
- If we have your email address in our system, you should also get email notifications with the latest updates on your order.
- Please excuse any delays around major holidays. Operating hours are Monday–Friday, 9 AM–5 PM EST.
Shipping
- FREE shipping on all orders.
- We ship to all Canadian provinces and the mainland United States (the 48 contiguous states and Washington, D.C.). We do not currently ship to Alaska, Hawaii, Puerto Rico or other U.S. territories, the Canadian territories (Yukon, Northwest Territories and Nunavut), or outside Canada and the United States.
- Small parcel orders (UPS, FedEx and similar carriers) typically arrive within 1-5 business days in Canada and 3-10 business days in the United States after they ship.
- Large or heavy items ship by LTL freight and leave our warehouse within 2-4 business days; once shipped, freight orders typically arrive within 5-10 business days in Canada and 10-20 business days in the United States.
- Customs and duties: if any customs duties or import fees apply to a cross-border order, we pay them as the shipper of record. You will not be charged anything extra at delivery.
- Please track your order on the transport company's website with the tracking number given to you.
- If you dont know your tracking number, please use the "Track Order" feature on our website or call our customer service.
At The Time Of Delivery
- You must perform a full inspection at the time of delivery. Any visible or concealed damage must be noted at the time of delivery. If you fail to do this, we will not be able to return/exchange any damaged product(s).
- You must take photos of any visible or concealed damage while the driver is there with your cell phone and keep them for the record.
- If its an LTL order, in addition to taking photos, mention any visible or concealed damage on the bill of lading before signing it.
- If its a Small Parcel order, in addition to taking photos, mention "DAMAGED" beside your signature on the drivers handheld device.
- Submit all your photos to us within 24 hours of the actual delivery date so we can begin an investigation.
- DO NOT discard/throw away any product; even if its damaged. Sometimes the transport company likes to come in and physically inspect the damaged products before approving our shipping damage claim.
Wrong, Missing Or Lost Items
- If you receive the wrong item, your order arrives incomplete or with items missing, or your package is lost or never arrives, contact us as described in "How To Start A Return / Exchange" below.
- There is no restocking fee, and any return or replacement shipping is free.
How To Start A Return / Exchange
- Contact us in either of these ways:
- Open a support ticket on our Contact Us page, or
- Email us at service@moonshinebath.com.
- Include your receipt or order number, photos and, if possible, videos of the product (and of any damage or defect), and the reason for the return or exchange.
- We will reply with the next steps.
Return/Exchange
- Products may be returned/exchanged within 30 days of delivery date under the following conditions:
- Products are in original, new condition - not previously installed or used as display;
- A 35% restocking fee applies to buyer's remorse (change-of-mind) returns. There is no restocking fee on damaged or defective products, wrong items, or missing or lost items.
- Products are NOT eligible for return/exchange under the following conditions:
- Products have been previously installed, drilled, permanently marked, spray painted, or in any other way altered from its original condition;
- Products are "weathered"; degraded due to storage outside or exposure to elements resulting in discoloration;
- Products are defective due to negligent storage; or
- Products are equipped with any accessories or options.
Return/Exchange Shipping
- We are only responsible for return or exchange shipping if:
- your order contains defective product(s), which must be reported according to "At The Time Of Delivery" section above OR
- your order was damaged by our choice of transport company, which must be reported according to "At The Time Of Delivery" section above OR
- you received the wrong item, your order arrived incomplete or with items missing, or your package was lost (see "Wrong, Missing Or Lost Items" above).
- We are NOT responsible for return or exchange shipping if its a buyer's remorse return/exchange.
Refund/Credit
- For eligible returns, you may choose either store credit restored to your customer account, or a refund to your original payment method. Refunds to the original payment method are issued within 20 business days after we receive and inspect the returned product(s).
- Store credit is issued within 24 hours once the returned product(s) arrive and pass our inspection.
- If our inspection finds a problem with a returned product (for example damage or signs of installation), we send you photos and/or videos of it within 24 hours of the return being delivered to us.
- Store credit can be used to pay for future purchases or applied to a current order that has not been paid yet.
- Return shipping is the customer's responsibility, except as set out in the "Return/Exchange Shipping" section above.
- All credit or invoice disputes need to be brought to our attention within 30 days of delivery date. After 30 days, any dispute will be considered invalid and will be ignored.
Retention of Title
- Title to all the products on an order fulfilled by us shall remain vested in us and shall not pass to you or your customer until the order has been paid in full and payment has been cleared by our bank.
Business Contact
Moonshine Bath
Moonshine Bath is operated by IMG Imports Inc.
2788 Slough Street Unit 2-3, Mississauga, Ontario, L4T 1G3, Canada
4220 Hyde Park Blvd, Niagara Falls, New York, 14305, United States
Phone: 905-405-9511
See also: Privacy Policy | Terms of Service
