Frequently Asked Questions
Have a question? You’re likely not alone. Here are answers to some of our most commonly asked questions. If you can’t find what you’re looking for, don’t hesitate to contact us.
Orders
How do I place an order?
Simply browse our store, add items to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.
Can I modify or cancel my order after placing it?
We process orders quickly, but if you need to make a change, please contact us as soon as possible at support@velvetmoonstone.com. We’ll do our best to accommodate your request before the order is shipped.
How will I know my order was confirmed?
You’ll receive a confirmation email shortly after placing your order. Please check your spam folder if you don’t see it in your inbox.
Shipping
Where do you ship?
We currently ship within Canada and internationally to select countries. Shipping options and rates will be displayed at checkout based on your location.
How long will my order take to arrive?
Domestic orders typically arrive within 5–8 business days. International orders may take 10–21 business days depending on the destination and customs clearance.
Do you offer tracking?
Yes! Once your order is shipped, you’ll receive a tracking number via email so you can follow your package every step of the way.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for unused items in their original condition. Please visit our Refund Policy page for full details.
How do I initiate a return?
Contact us at support@velvetmoonstone.com with your order number and reason for return, and we’ll guide you through the process.
Products
Are your products ethically sourced?
Yes, we are committed to responsible and ethical sourcing. We work with suppliers who share our values for quality and integrity.
How do I care for my purchase?
Care instructions are included with each product. If you have specific questions, feel free to reach out to our team.
Account & Payment
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders and save your details for future purchases.
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), as well as other secure payment options displayed at checkout.