FAQs
Contact Options
Please do not hesitate to reach out should you have any questions or requests!
Please allow up to 5 business days for a response.
Email: info@alpinemooncrystals.com
Instagram Direct Message: @alpinemooncrystals
* If you would like to contact us regarding an order via Etsy, please use the Etsy messaging feature. It is against Etsy Seller Policies for us to communicate with you outside of the platform regarding your Etsy order.
Direct Sale Shop Policies
When claiming items via Instagram Live or Stories- you are making a legal commitment to buy. Your purchase claims during these sales will be collected via screenshot for legal reference.
For all new customers after your first claim- please send the following information via Instagram Direct Message immediately or your claims will not be honored:
-First & Last Name
-Billing/Shipping Address
-Email address
No swaps or putbacks are allowed. Order cancellation are not allowed for any reason. Please claim responsibly.
Invoices from direct sales will be sent via email within 24-48 hours of claiming.
You are agreeing to the following payment terms when claiming: Invoices are due within 24 hours of being received with no exceptions. Alpine Moon reserves the right to pursue monetary damages for not paying up to/including inventory replacement cost, lost time & court fees.
Shop Pay payment installment plans are available through Shop Pay, a third party company. Please contact Shop Pay directly with any questions you may have about their service or regarding past orders completed using Shop Pay installments.
Shipping Policies
When placing an order through the website or making a payment for an Instagram sale invoice- please double check your address & billing information is correct before paying in full. Please contact us prior to paying direct sale invoices if there are any errors.
Alpine Moon is not responsible for contact detail errors made during checkout & customers are responsible for paying shipping overages or charges associated with returned packages due to incorrect address information etc.
We use USPS Ground Advantage® service with insurance to protect against loss, damage, or missing contents, for up to $100.00 in coverage. For more valuable shipments, additional coverage is available by emailing info@alpinemooncrystals.com
Please contact USPS directly to file a claim for a damaged, delayed or lost item here: https://www.usps.com/help/claims.htm
Refunds/Returns/Exchanges
Due to the unique nature of our offerings items purchased from our shop are not eligible for returns or refunds, including for damages that occur during shipping. However, your satisfaction is what matters most to us, so should your order arrive damaged or defective, please reach out to info@alpinemooncrystals.com for assistance.
If you are checking out on Etsy or Instagram (Meta) Shopping, you may be subject to different return or exchange policies. Please refer to the individual app shopping checkout page for details regarding transactions completed via these platforms.