Cancellations & Refunds
Cancellations (Before Order Ships)
- Cancel your order any time within 24 hours before it ships completely free of charge.
- If you need to cancel an order, please contact us as soon as possible to receive a full refund before your order leaves the warehouse. Reach our agents during business hours at 1-833-513-8662, via chat in the bottom right, or email sales@moosebalance.com any time.
Cancellations of Custom Orders
- Custom or made-to-order products can be canceled or refunded within 24 hours; however, these orders cannot be cancelled or refunded after 24 hours as these products are put into production specifically for your order.
- These units are custom-made to your specification or created once you order. Once you place your order, they start building your unit. Your warranty will guarantee you a fully functional and operational product.
- All sales are final for custom-made and made-to-order products.
Refunds, Returns, and Exchanges
General Rules for Returns
- Refund, return, or exchange requests must be made within 30 days of the purchase date. Exceptions apply. Please check product page for product, brand specific policies or contact us if you are not sure.
- Contact us at sales@moosebalance.com for an authorization form to process your request. Please DONNOT send your product without proof of purchase and the authorization form.
- Customers are responsible for any shipping costs throughout any refund, return, and exchange processes.
- Products must be returned unopened and unused in their original packaging, including the box and any pallet. An additional restocking and/or handling fees may apply.
Return Policy Fees
- Restocking fee will be applied to any returns and refunds.Specific fees by brand:
- CostCare: 25% Restocking Fee and Return Shipping Fee
- All Other Brands: Minimum 25% Restocking, and as applicable addtional Shipping and Handling Fees
- Any orders that are canceled or refused after the product has already been shipped will incur the corresponding restocking fee outlined above.
- If an incorrect shipment address or phone number is provided by the customer, causing the freight carrier to return the package, the restocking fee will apply.
- We will periodically update our refund and return policy to reflect any changes in the terms and conditions of the brands and products we offer.
Damaged Products
- Inspect the packaging of your item(s) when they arrive. If you notice any damage to the packaging, note it on Bill of Lading when signing for delivery and take pictures and video. Must note "Upon Final Inspection" on Bill of Lading if suspect damage or unsure of any damages to the item(s) during delivery. Failure to do so may release the shipping company from any liability to your detriment, as our products are securely packaged before being handed over to them.
- If your item(s) arrive damaged, send photos and video of the damage, including box, and SKU, along with a brief description of the damage, to sales@moosebalance.com within 24 hours of arrival. Any punctures or visible signs of exterior damage must be reported within 24 hours.
- Email our Customer Experience team at sales@moosebalace.com with your order number, issue, and photos. Our team will assist you with a replacement unit.
- Non-returnable items include
- Non-returnable Brands include:
Warranty
- Warranties vary depending on the manufacturer. See individual product pages for details.
- Warranty damages occur over time and from use. If an item was damaged upon arrival and not reported within prescribed time for damaged products, that is not a warranty claim.
Shipping Times
- We promise to do our best to get your order to you as soon as possible. Estimated shipping times are provided on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days.
- Order delays can occur and are outside of Moose Balance control. Please be patient and understanding during these times.
Exchanges
General Rules for Exchanges
- Exchange requests must be made within 30 days of delivery for most items. We cannot accept any exchange requests after this mark. Exception apply. Check individual product page for details or contact us.
- A minimum of 25% restocking fee will be applied to any exchanges along with any other applicable fees. Refer to the restocking fees by brand.
- Only uninstalled, unused products in the original packaging with the box and/or pallet are subject to this exchange policy. If a product has been used or installed, it cannot be exchanged.
How We Process Exchanges
- Arrange to have the returned product(s) shipped.
- Warehouse team receives the product and checks that the product is in new condition.
- Customer receives a refund, less the restocking, shipping and handling fees.
- Our team processes a new order for the exchange item.
- We might be able to cover part or whole of the return shipping cost based on the product.
Refund Processing
- Refunds will be issued after the warehouse receives, inspects, and processes your return or exchange.
- Refunds will be credited to the original payment method and can take up to 72 hours to reflect on your statement.
International Shipping and Warranty Voidance
- Shipping the purchased goods outside the United States or taking the products outside the country yourself after initially shipping them to a domestic U.S. address will result in the automatic voiding of the warranty.
- Our warranty coverage is specifically designed for products used within the United States. International shipping or transportation outside the country can subject items to different conditions, regulations, and handling procedures that may compromise their intended functionality and performance.
- Contact our customer support team if you have any questions before making decisions regarding international shipping or transporting products outside the country.
Chargebacks
- Our team is here to assist you and resolve any issues. We have purposefully made our policies fair and believe they are the best in the industry.
- Any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.
Limitation of Liability Disclaimer
MooseBalance is committed to ensuring customer satisfaction and will provide support in addressing issues related to damaged shipments or defective products. However, we are not legally responsible for any damages caused by third parties, including shipping carriers or manufacturers. Customers are encouraged to inspect their items upon delivery and report any issues immediately as per instructions. For manufacturer-related defects, warranty claims must be filed directly with the manufacturer. We will assist customers in filing claims with the shipping company and/or filing claims under the warranty but are not legally liable for the damages and defects.
Agreement
- By using the site, you agree to these terms. If you do not agree, DONNOT use the site.
All customers agree that they have read, understand, and agree to the terms and conditions above. Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact sales@moosebalance.com.
