Shipping Policy
Shipping in Canada: We are delighted to offer FREE shipping on orders over $75 CAD within Canada. For orders under $75 CAD, a flat shipping fee will be applied at checkout. Please note that we require 1 to 3 business days on average to process and fulfill your order before dispatching it. Once your order is dispatched, estimated delivery times range between 3 to 7 business days, depending on your location. Please account for holidays, natural disasters, or other unforeseen events that may affect delivery times.
Shipping in the United States: We are pleased to offer FREE shipping on orders over $100 USD within the United States. For orders under $100 USD, a flat shipping fee will be applied at checkout. Please allow 1 to 3 business days for processing and fulfillment. Estimated delivery times for U.S. orders range between 3 to 10 business days.
International Shipping: At this time, we do not support international shipping outside of Canada and the United States. We apologize for any inconvenience and appreciate your understanding. Please check back in the future for updates on international shipping availability.
Delivery Information for Local Delivery: We are pleased to offer local delivery within a 25 km radius in the Vancouver area. Local deliveries are typically processed and delivered within 1 to 3 business days. Delivery fees will be calculated based on the distance and provided at checkout. Orders within this radius qualify for free delivery if the total exceeds $75 CAD. For orders under $75 CAD, a delivery fee will be applied.
Pre-ordered or Back-ordered Items: If your order contains a pre-ordered or back-ordered item, we will ship any available items immediately. The pre-ordered or back-ordered items will be shipped as soon as they are in stock. If you ordered multiple items and only received part of your order, rest assured that the remaining items will be dispatched promptly once they are available.
Tracking Your Order: Once your order is shipped, you will receive a confirmation email and/or text message (if you provided a mobile phone number) containing a tracking ID and a link to track your package. You can also visit our Tracking Page to monitor your order’s journey. Please allow 1 to 3 business days for the tracking information to become available.
Wrong Address Disclaimer: It is the buyer's responsibility to ensure that the shipping address provided at checkout is accurate. If you realize that you have entered an incorrect shipping address, please contact us immediately at info@moianpuer.com. We will do our best to update the address before the order is dispatched, but we cannot guarantee changes once the order has been processed.
Returns: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect or defective items). For more details on how to initiate a return, please refer to our Refund Policy or contact our support team at info@moianpuer.com.
Lost or Stolen Packages: Moian Pu’er is not liable for lost or stolen packages. If your tracking information states that your package was delivered but you have not received it, please contact the shipping carrier directly using the information provided in your tracking details. For additional assistance, feel free to reach out to us at info@moianpuer.com.