Question 1

How do I track my order?

Accepted Answer

Hello, you can track your order using the "Track" button at the bottom of the chatbox or by visiting the following link:https://moonkieshop.com/apps/track.

Question 2

What is the estimated shipping time?

Accepted Answer

Thank you for your inquiry! Our standard delivery time is typically 3-15 working days. 
Please note that if your order includes personalized items, the processing time for customization, in addition to the standard delivery time, may extend the total delivery time to approximately 10-15 working days. If you're purchasing as a gift, we recommend allowing ample time for delivery. Please be aware that personalized products are non-returnable, except in cases of quality concerns, as they are tailored specifically for you.

Question 3

What if my packages are lost, damaged, or delayed?

Accepted Answer

Our store offers Green Shipping Protection at checkout (available in US, CA, AU, NZ, FR, UK, NL, DE). If purchased, you can submit a claim request on our Track Order page, by policy email, or at https://resolve.seel.com/17track. More info here: https://moonkieshop.com/pages/moonkie-green-shipping-protection-service

If you do not purchase insurance, please contact us via email info@moonkieshop.com

Question 4

Can you deliver to my country?

Accepted Answer

Thank you for considering Moonkie! For details on shipping to your country, please see our https://moonkieshop.com/pages/shipping-policy. If you need further assistance, feel free to reach out at info@moonkieshop.com.

Question 5

Can I cancel my order?

Accepted Answer

You can cancel your order within 12 hours for a full refund. To cancel, please email us at info@moonkieshop.com. Once your order has shipped, cancellations are no longer possible.

Question 6

Will the package include a receipt or invoice?

Accepted Answer

Thank you for reaching out. Please note that we do not include an invoice or receipt inside the package. If you need one, let us know, and we'll send it to you via email. If you have any other questions, feel free to ask!

Question 7

I accidentally entered the wrong shipping address. Can I update it?

Accepted Answer

We'll do our best to update your shipping address! Please send us your order number and the correct address as soon as possible. If your order hasn't been processed yet, we can make the change for you.
If your order has already been shipped, updating the address may be difficult. However, we will actively reach out to the shipping carrier to request a change on your behalf. We also recommend contacting the carrier directly, as they may be able to assist you more quickly.
If you need any help with this process, just let us know��we're happy to assist in any way we can!

Question 8

I want to send it as a gift, and I don't want the prices to be displayed.

Accepted Answer

Thank you for your inquiry. Please rest assured that your order will not display any prices, and no receipt or invoice will be included in the package sent to the recipient.
If you have any further questions or concerns, feel free to let us know.

Question 9

Which countries/regions do you ship to?

Accepted Answer

We currently offer shipping to the following regions:
North America
Canada and the contiguous United States (excluding certain territories).

South America
Bolivia
Colombia
Europe
Belgium, Bulgaria, Czech Republic, Ireland, Latvia, Luxembourg, Slovenia, Estonia, Lithuania, Denmark, Finland, Sweden, Switzerland, Greece, Serbia, Austria, Poland, Italy, France, Netherlands, United Kingdom, Croatia, Hungary, Romania, Slovakia
Portugal (excluding Madeira, Azores)
Spain (excluding Balearic Islands, Ceuta, Las Palmas, Melilla, Santa Cruz de Tenerife)
Asia
Singapore
Oceania
Australia, New Zealand.

For details on shipping to your country, please see our https://moonkieshop.com/pages/shipping-policy. Please note we offer free shipping on orders over USD 75 after discounts are applied. If you have any other questions, feel free to ask!

Question 10

Do you ship to Germany?

Accepted Answer

Thank you for your inquiry.
Yes, we do ship to Germany! We have a dedicated German website where you can place your order. Please click the link below to access our German site:
https://moonkie.de/
If you need any further assistance or have more questions, feel free to let us know. We're happy to help!

Question 11

Do you ship to Saudi Arabia?

Accepted Answer

Thank you for your inquiry. We have an Arabic website for customers in Saudi Arabia and Qatar. If you're located in either of those countries, you can place your order on our Arabic site by clicking the following link:
https://ar.moonkieshop.com/
If you need any further assistance or have more questions, feel free to let us know. We��re happy to help!

Question 12

Does your website offer free shipping?

Accepted Answer

Thank you for reaching out! We offer free shipping on orders over USD 75 after discounts are applied. If you have any other questions, feel free to ask!

Question 13

I completed my payment, but I haven't received an order confirmation email. Can you check it for me?

Accepted Answer

We'd be happy to look into this for you! First, please check your spam or junk folder, as sometimes confirmation emails may end up there. Also, could you verify your credit card statement to confirm that the payment was successfully processed?
To help us locate your order quickly, please provide the details you entered at checkout, such as your billing address or any special instructions. Once we have this information, we'll promptly investigate and ensure you receive your order confirmation.
If you need any further assistance, feel free to reach out. We appreciate your patience and look forward to resolving this for you!

Question 14

Why did the price change after I placed my order?

Accepted Answer

Please check the currency used when you placed your order. Our website displays prices in USD, and if you ordered using a currency other than USD, the price may have been affected by the real-time exchange rate.

Question 15

What is your return policy?

Accepted Answer

You can return products within 30 days of receiving them for an exchange or refund. Personalized items can only be returned if there are quality issues. For more details, please visit our https://moonkieshop.com/pages/return-policy

Question 16

Why is my package incomplete?

Accepted Answer

At Moonkie, we take great care in packing our orders, especially small items. We usually pack small items together in the gift box to ensure they are secure and well-protected, and to prevent any items from getting lost during shipping.

Before we investigate further, could you please check again to see if the item is included? If the item is still missing after checking, please contact us online or via email at info@moonkieshop.com.

Question 17

How do I clean my baby items?

Accepted Answer

Our 100% food-grade silicone items, like our Feeding Series, Teething Rings, and Stacking Cups, are dishwasher safe or can be boiled for 3-5 minutes. Use mild soap for washing; air or towel dry. Note: UFO toys and Pacifier Clip should avoid high heat or boiling. For details, please see the product page.

Question 18

What's your product made of?

Accepted Answer

At Moonkie, we��re committed to transparency and responsibility. We use only 100% food-grade and LFGB silicone in all our products��no fillers or harmful additives. Every item undergoes rigorous third-party testing to meet or exceed U.S. safety standards (CPSIA, FDA) and EU safety standards (CE, EN). LFGB-grade silicone is reserved for items that require added toughness, such as those that go in the mouth. To find out which silicone grade is used in each product, please refer to the individual product page.

Question 19

Is the individual product available for customization?

Accepted Answer

Thank you for reaching out! Our website offers customization for certain sets, but individual items are not customizable. You can explore the customizable sets here: https://moonkieshop.com/collections/personalized-baby-gifts. Feel free to ask if you have more questions!

Question 20

Why is the product I received not customized?

Accepted Answer

Thank you for reaching out! We offer customization for both the product(s) inside the gift set and the LUXE box. If you've selected only product customization, please note that the LUXE box will feature our Moonkie logo rather than a custom name.
To assist you further and resolve this issue, could you kindly provide a video or image showing the set without the custom name? This will help us investigate and find a solution as quickly as possible. We look forward to your reply.

Question 21

What's the difference from the Luxe and standard?

Accepted Answer

The primary distinction between the Luxe and standard gift sets lies in the design of the suitcase-style gift box. The Luxe gift box boasts unique prints, ergonomic leather handles for a comfortable grip, and metal clasps to securely fasten the suitcase.

Question 22

Why does my shipment show as returned?

Accepted Answer

It may have been returned due to an incorrect address or the inability to reach the recipient. We recommend contacting our customer service online or emailing info@moonkieshop.com to resolve the issue with your package.

Question 23

How can I use gift card?

Accepted Answer

E-gift cards are delivered by email along with instructions after you purchase, please check your mailbox. The email will contain a unique code, please enter it when purchasing Moonkie products.

Question 24

How do I assemble the Baby Food Feeder?

Accepted Answer

Assembling your Baby Food Feeder is quick and easy! Just follow these steps:

Insert the pouch �C Place the silicone pouch through the attachment ring, ensuring the top edges fit securely and lay flat inside.
Add food �C Fill the pouch with soft or frozen food, but avoid overfilling.
Secure the lid �C Firmly twist the feeder lid onto the attachment ring until it locks in place.
Ready to use �C Let your little one enjoy safe, independent feeding! When not in use, cover the pouch with the cap to keep it clean.
Disassemble for cleaning �C To remove the pouch, gently lift the bottom edge of the lid with your thumb (following the arrows), then pull down the top edge of the attachment ring.
For a step-by-step visual guide, please refer to the instruction manual included in the package. If you have any questions, feel free to reach out��we're happy to help!

Question 25

My Training/Sippy Cup is leaking. What should I do?

Accepted Answer

We're sorry for the trouble! Here are a few quick checks to help resolve the issue:

Check the seal �C Make sure the lid is screwed on evenly and tightly.
Inspect the straw or spout �C Ensure it's securely inserted and free from damage.
Avoid overfilling �C Filling past the max line may cause leaks.
Check the air vent �C A blocked vent can lead to unexpected spills.
If the issue persists, please refer to the instruction manual for detailed assembly guidance. If everything is set up correctly and the leak continues, we'd appreciate it if you could take a short video showing the issue and send it to us. We'll review it and find the best solution for you as soon as possible!

Question 26

I just received my order. The suction bowl does not suction.

Accepted Answer

Thank you for reaching out regarding your order. We're sorry to hear that you are experiencing issues with the bowl.
To help resolve this, we recommend adjusting the base of the bowl as demonstrated in the instructional video from the following link. Once you've made the adjustments, please turn the bowl upside down and leave it in that position for 1-2 days to allow the suction cup to regain its shape.
https://drive.google.com/file/d/1qwU2qf6fGN-M0fdQjfLvZKJ68cyglwe_/view?usp=drive_link
If the issue persists after following these steps, please provide us with a video showing the problem. This will assist us in further understanding the situation and finding a solution for you.
Thank you for your patience, and we look forward to resolving this for you.

Question 27

What silicone are you using?

Accepted Answer

At Moonkie, we��re committed to transparency and responsibility. We use only 100% food-grade and LFGB silicone in all our products��no fillers or harmful additives. Every item undergoes rigorous third-party testing to meet or exceed U.S. safety standards (CPSIA, FDA) and EU safety standards (CE, EN). LFGB-grade silicone is reserved for items that require added toughness, such as those that go in the mouth. To find out which silicone grade is used in each product, please refer to the individual product page.

Question 28

I received the wrong item / My item arrived damaged. What should I do?

Accepted Answer

We're so sorry for the mix-up! Please send us a clear photo of the item you received, along with your order number, and we'll work quickly to resolve this.
If your item arrived damaged, a photo of the packaging will also help us address this with our shipping partner. Once we have these details, we'll offer you a solution right away.
We truly appreciate your patience and are committed to making this right for you!

Question 29

Do you have a warehouse in Europe?

Accepted Answer

Thank you for reaching out.
Yes, we do have warehouses in North America, Europe, and Asia, and we also maintain factories in China.
We want to assure you that our products undergo stringent quality control measures and are certified by reputable organizations, including the FDA, CPSC, and others, ensuring compliance with regulations such as CPC and CPSIA. Additionally, we have obtained CE market qualification, which allows us to sell in Europe. Our Research Center partners with pediatricians, midwives, ergonomists, doulas, and parents to conduct numerous experiments in our dedicated lab, helping us bring you the safest and most thoughtful baby essentials.
If you have any more questions, feel free to let us know!

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