Shipping policy

Thank you for shopping with Moonwalk! We aim to deliver your orders swiftly, securely, and reliably. Please review our shipping policy below for detailed information about order processing, delivery, tracking, cancellations, and returns.

1. Shipping Warehouses & Deliverable Regions

Shipping Warehouses:

  • East India

  • West India

  • North India

  • South India

Deliverable Regions:

Each warehouse ships exclusively to its corresponding region:

  • East India Warehouse → East India

  • West India Warehouse → West India

  • North India Warehouse → North India

  • South India Warehouse → South India

This regional warehouse system helps reduce delivery times and ensures that customers receive their robot vacuum cleaners as quickly as possible.

2. Shipping Time

Total Shipping Time = Order Processing Time + Delivery Time

Order Processing Time

Orders are typically processed and shipped within 1–3 business days from the date of purchase.

Please note:

  • Processing times may vary during peak seasons or special promotions.

  • Orders placed on weekends or public holidays will be processed on the next business day.

Delivery Time

Local Warehouse Shipments:
Orders shipped from our local regional warehouses are generally delivered within 3–7 business days.

Accessories:
Some accessories may be shipped from our East India warehouse and may take approximately 3–10 business days for delivery.

3. Shipping Methods & Shipping Fees

Shipping Methods

We may use various shipping carriers depending on the destination and availability, including:

  • UPS

  • DHL

  • EMS

  • FedEx

Shipping Fee

All products available on our store are shipped free of charge.

4. Order Tracking

Once your order has been shipped:

  • You will receive a tracking number via email and WhatsApp.

  • You can use the tracking number to monitor your shipment status through our official tracking system.

  • If you have any questions regarding your shipment, please contact our customer support team.

5. Order Cancellation

If you wish to cancel your order, please contact our customer service team as soon as possible before the package is shipped.

If your package has already been shipped:

  • You may reject the delivery upon arrival.

  • Once the package has been successfully delivered, cancellation requests will be handled according to our Return & Refund Policy.

  • You may be responsible for the return shipping costs for delivered orders.

To avoid unnecessary losses, we recommend contacting the shipping carrier and requesting to reject the package if it has already been dispatched.

6. Address Accuracy

Please carefully review your shipping address during checkout to ensure that all information is correct and complete.

  • Moonwalk is not responsible for delays or lost packages caused by incorrect or incomplete shipping addresses.

  • If you notice an error in your shipping address after placing an order, please contact us immediately.

  • We will attempt to update the address before shipment; however, we cannot guarantee that changes can be made after an order has been processed.

7. Lost or Damaged Packages

Lost Packages

Standard delivery typically takes 3–7 business days. However, unforeseen circumstances may occasionally cause delays.

If your package has been delayed for more than 7 business days beyond the estimated delivery date, please contact our customer service team.

We will initiate an investigation with the shipping carrier. If the package is confirmed as lost, we will either:

  • Reship the item, or

  • Issue a refund, based on your preference.

Damaged Packages

If your order arrives damaged, please contact us immediately.

To assist with the carrier claim process, we may request:

  • Photos of the damaged product

  • Photos of the shipping package

  • Photos of any visible damage to the packaging

Important: Moonwalk is not responsible for packages that are marked as "Delivered" but are subsequently lost or stolen. In such cases, we recommend contacting your local authorities or the relevant delivery carrier for further assistance.

8. Shipping Delays

While we make every effort to ensure timely delivery, occasional delays may occur due to circumstances beyond our control, including:

  • Severe weather conditions

  • Natural disasters

  • Public holidays

  • Carrier operational disruptions

  • Other unforeseen circumstances

In the event of a significant shipping delay, we will notify you when possible and do our best to assist in resolving the issue.

Thank you for your patience and understanding.

9. Returns & Exchanges

If you are not satisfied with your purchase or have received a defective product, please refer to our Return & Refund Policy for detailed instructions on returning or exchanging your order.

Return Shipping Costs

  • Defective Products: Moonwalk will cover the applicable return shipping costs.

  • Non-Defective Returns: The buyer is responsible for the applicable return shipping fees.

Customer Support

If you have any questions about our Shipping Policy or need assistance with your order, please contact our customer support team.

Email: support@moonwalk.com
Business Hours: Monday to Saturday, 9:00 AM – 6:30 PM (GMT+8)

Thank you for choosing Moonwalk!

We appreciate your trust and look forward to serving you.