Shipping policy

Shipping Policy — Moonrise

  1. Order Processing

All Moonrise orders are carefully prepared and packed from our fulfillment center within 1–3 business days after payment confirmation.
During peak periods, product launches, or promotional campaigns, processing times may extend slightly. We appreciate your patience as each order is handled with care.
Orders are processed Monday–Friday, excluding public holidays.

  1. Shipping Destinations

We currently ship to:
  • European Union
  • United Kingdom
  • Switzerland
  • Selected international destinations
If your country is not available at checkout, please contact our team at: support@moonrise-pet.com.

  1. Estimated Delivery Times

Delivery estimates begin once your order has been shipped.
Region Estimated Delivery
Germany 1–3 business days
EU Countries 3–7 business days
UK & Switzerland 4–8 business days
International 7–14 business days
Please note that delivery times are estimates and may vary due to customs processing, courier delays, or local conditions.

  1. Shipping Costs

Shipping fees are calculated at checkout based on:
  • Destination
  • Package weight & size
  • Shipping method selected
We may offer complimentary shipping for orders exceeding a specified value. Any applicable free-shipping thresholds will be displayed during checkout.

  1. Tracking Your Order

Once your order has shipped, you will receive a confirmation email with a tracking link.
Please allow up to 24 hours for tracking updates to appear.

You can track your parcel here.

  1. Customs, Duties & Taxes

For deliveries outside the European Union:
  • Import duties, VAT, and customs fees may apply.
  • These charges are determined by local authorities and are the responsibility of the customer.
  • Moonrise cannot control or predict customs fees.
If a shipment is refused due to unpaid customs charges, return shipping and handling costs may be deducted from any refund.

  1. Delayed or Lost Shipments

If your order appears delayed:
  1. Check the tracking link provided in your shipping confirmation.
  2. Contact the carrier directly.
  3. If you need further assistance, please contact us at support@moonrise-pet.com.
We will assist you in locating your package whenever possible.

  1. Incorrect Address

Please ensure your shipping details are accurate before placing your order.
Moonrise cannot guarantee address changes once an order has been processed.
Orders returned due to incorrect address information may incur additional shipping charges.

  1. Damaged Parcels

If your package arrives damaged:
  • Take photos of the packaging and products immediately.
  • Contact us within 48 hours of delivery at support@moonrise-pet.com.
  • Include your order number and images for faster resolution.

  1. Split Shipments

In rare cases, orders containing multiple items may be shipped separately to ensure faster delivery. You will receive separate tracking numbers when applicable.

  1. Contact

For any shipping inquiries, please contact:
Moonrise Customer Care Email: support@moonrise-pet.com.Response time: within 1–2 business days