Order Issues & Returns
At 13 Moons, we want you to be happy with your purchase. If something isn't right, please reach out — we're here to help.
Requesting a Return
- Contact our Customer Service team within 3 days of receiving your item(s) via our Contact Us page to initiate a return.
- If your return is authorized, items must be shipped back within 7 business days of authorization.
- We recommend using a trackable shipping method for all returns.
Damaged, Missing, or Incorrect Items
If you received a damaged, defective, or incorrect item — or items missing from your order — please contact Customer Support within 3 business days. Include photos and your order number and we'll resolve it promptly.
If you believe something is missing, please cross-reference your invoice first — every order goes through a double-checking process before it leaves our facility, so your invoice will reflect exactly what was packed and shipped.
Please hold onto all packing materials, boxes, invoices, shipping labels, and received items until the issue is fully resolved. These help us investigate quickly and accurately — and retaining them ensures we can file claims with carriers, manufacturers, or suppliers on your behalf.
Standard Returns
- The customer is responsible for return shipping and insurance costs.
- A minimum 15% restocking fee applies to standard returns.
- Returns may be sent via UPS, USPS Priority, or Regular Mail. Please consult with our team on the recommended method before shipping.
- Refunds are processed upon receipt of the item in its original condition and packaging, minus shipping, insurance, and restocking fees.
Order Adjustments
- If you need to remove an item from your order, please contact us immediately.
- A 10% restocking fee applies for order adjustments.
- To avoid the restocking fee, we can apply a store credit to your account instead.
Exchanges
- A minimum 10% restocking fee applies to exchanges.
- Shipping costs for both the return and reshipment are non-refundable.
Cancellation Policy
- Order already packaged, labeled, or in transit: A 15% restocking fee applies.
- Order not yet prepared for shipment: A 10% restocking fee applies.
- Please contact us as soon as possible if you need to cancel — the sooner we know, the more we can help.
Final Sale Items
The following items are final sale and cannot be returned or exchanged (unless they arrive damaged or defective):
- Herbs, oils, and ritual supplies
- Clothing and earrings
- Calendars and closeout sale items
- Custom or personalized orders
- Perishable products
- Digital downloads
- Intimate items (for health/hygiene reasons)
Incorrect Address & Unclaimed Packages
- If a package is returned to us due to an incorrect address, refusal, or non-pickup, reshipment requires payment of additional shipping and handling fees.
- If reshipment is declined, a refund will be issued minus the restocking fee and all shipping/handling costs.
International Returns
We are unable to retrieve or issue refunds for international orders that are refused, unclaimed, or returned.
Questions?
Our Customer Service team is always happy to help. Reach out via our Contact Us page, email us at help@13moons.com, or call 802-442-1313.
By placing an order, you acknowledge and agree to our return and refund policies. Thank you for shopping with 13 Moons!