SHOP POLICIES + FAQ

Hello, welcome! Please read this page in it's entirety before you email me. If your question is not answered or you require assistance, please go ahead and email me.

BY PURCHASING FROM MIDNIGHTMOON, YOU AGREE TO THE FOLLOWING :

(1) HOW TO BUY :

  • Countdowns with the exact date and time for new releases are posted to my instagram 'NEW DROPS' highlight.
  • ANY and ALL pre orders and new releases are posted onto my main store unless stated otherwise.
  • ALL pin releases are publicly available unless stated otherwise. No password or paywall needed for public drops.
  • SOME pin releases require instagram username to be entered during checkout. No user = refund. Specifications posted on 'NEW DROPS' highlight.
  • MUST be following midnightmoon on instagram to participate in drops. Not following = refund on ALL your open orders.
  • Item quantity limitations are generally one of each variant per address/person unless specified otherwise on 'NEW DROPS' highlight. 
  • Most of my items DO NOT RESTOCK!
  • For different pins presaling at the same time, it is OK to order them together, however they will likely have varying production times. Your order will not be sent until all items are in hand. 

 

(2) ORDER INQUIRES :

  • ALL sales are final. If your pin arrives damaged and replacements are not available, a refund will be issued to your original payment method.
  • (domestic orders) We DO NOT refund or replace lost items. Please contact your local post office as soon as an issue arises. ALL domestic orders come with insurance in case of lost or stolen items.
  • (domestic orders) If you have a lost or stolen package, please contact me to file the insurance claim on your behalf.
  • (domestic orders) If your claim is approved by usps, I will issue a full refund for your order. You are more than welcome to repurchase the item(s) as long as stock is able to provide.
  • (domestic orders) If your claim is denied, I will send replacements for your order.
  • (international orders) PLEASE purchase insurance add on listing and write in the notes box which order you are insuring. One instance of insurance covers one order. 
  • (international orders) We do not replace or reimburse uninsured lost/stolen orders. PLEASE consider purchasing insurance. 
  • (international orders) We are not responsible for any imposed import taxes.
  • I do not consolidate shipping fees if multiple items you pre ordered arrive together, they will all be sent separately.
  • If multiple orders are placed during the same drop, please email to have your orders shipped together/overages refunded. 
  • We DO NOT refund duplicate orders made from drop buddies.

 

(3) ORDER ISSUES :

  • Please submit an address change as soon as it applies. Once your shipping label is created, items tend to be dropped off the same or next day in which it will be too late to update your address.
  • Please make sure you provide the correct address at checkout. Returned mail due to incorrect address will result in you repaying shipping fee.
  • For Missing or incorrect contents in your order, please provide images when you email me.
  • For damaged contents please provide clear images when you email me. I will swap your item out or issue a refund for returned item based on your preference.
  • For order issues that require sending a pin back to me, a return label will be provided or reimbursement of shipping cost.
  • ALL open presale pins are mystery grade meaning that some minor flaws are to be expected, however if it's major please email me.
  • Order Issues in regards to delivered orders will ONLY be accepted 2 weeks within the delivery date.  for example, if you email me 3 weeks after your order was delivered to tell me your item is damaged your request will not be accepted. exceptions like travel or health DO apply.
  • Presale pins (excluding open pre orders) are generally A grade items (no visible flaws, but may have very minor ones). If you receive something that is not an A grade, email me.
  • A grade grading system : A grade/Standard grade pins :They may have some slightly noticeable specks, defects and or scratches when tilted, but are not noticeable when on display.  Standard grade pins may be free of flaws or have minor ones. Some of these minor defects Include (but are not limited to) some light imperfections in the metal plating , light surface scuffing on the enamel or metal,  light or very small nicks on the enamel or metal.
  • Pins that arrive with bent bac kposts are NOT considered damaged or flawed considering that they can easily be bent back with gentle pressure against a flat surface with pliers. If the backposts snap off while trying to flatten them, then I will be able to offer you a replacement or refund. 

 

(4) HOW TO CONTACT :

  • Please write your inquires to my email : midnightmoonpins@yahoo.com. Please DO NOT message me on instagram.
  • Email responses take about 2-4 days. If there is no response within a week, please send a new email. 

(5) SHIPPING INFO :

  • In stock items take 2-7 days to ship. Tracking updates within 24-48 hours of the initial shipping notification.
  • Pre order items take 6-9 months to complete and ship out. If you can not wait please DO NOT PRE ORDER.
  • All of my items are shipped from Tennessee, not a pet free home.
  • There are no refunds or cancellations on pre orders unless 6 months have gone by and you are no longer interested in the po. This does NOT apply to pins that are already finished even if they haven't shipped to me yet.
  • You only get 2 cancellations max. On your third cancellation request, all of your pending orders will be cancelled and you will be banned from my store. I strongly discourage pre ordering if you can not wait.

(6) FAQ :

  • Is your discord server open to join? I will sporadically post the invite link on my instagram stories for anyone to join. If there is no link, then it is not open. No paywall required.
  • Do you have a patreon or kofi? No and there are no intentions for one.
  • How do I buy the pin I want? Please refer to my 'NEW DROPS' highlight for upcoming releases. If the pin you are interested in is not on here it has either already sold or it has not sold yet, feel free to ask for clarification.
  • Please check my etsy store before asking as sometimes left over pins from drops get added here.
  • I'm from the EU, how can I buy your pins? You must email me up to 48 hours before the drop you want and I will guide you through a custom checkout.
  • Do you have paypal on your store? No, and it will not be added.
  • How long does a refund take to process? This depends on your bank, but usually 24-96 hours.
  • How do I buy your group exclusive pins? All pins sold to my private groups are not publicly available unless spots open up.

 

For any unanswered questions or for further help, please email me!