FAQs

Most frequently asked questions:

If we suspect fraud, information theft or inappropriate behavior from a user's account, the account may be suspended while being investigated. If you believe your account has been wrongfully suspended, please appeal via info@moxenart.com.

Remembering all our passwords can be a challenging endeavor. If you somehow get locked out of your account due to a user error and would like prompt assistance, please contact us via info@moxenart.com.

No. All customer information collected is done so to facilitate delivery and purchases. Your information will be kept private and will never leave the boundaries of our company. For safety reasons, financial information is also never saved on our end. Once a purchase is successfully completed, all financial records related to the purchase will be deleted on our end.

If you believe someone may have wrongfully used your financial or user information, please contact us as soon as possible via info@moxenart.com. NEVER share your full personal information via inquiries. We will only use key information helpful in narrowing down which order has been wrongfully placed. Your online safety is our concern.

Goods eligible for a refund must be returned at the latest 30 days after the initial delivery. A customer may cancel any order within 24 hours of it being placed and may cancel any non-customized order as long as the order has not been shipped.
Here are the following refundable items: Items that does not match expectations(wrong color, wrong size, wrong name, etc...), Items that arrived damaged or incomplete, Items that were never received.
Goods that are not eligible for a refund: Items received free-of-charge, Personalized items received as requested(including specific names or differential markings), Items that were received more than 30 days prior, Items involved in accidental or intentional damage following the delivery date(dropped, scratched, burnt, etc...).
If you received one of our items as a gift, please ensure that the original buyer handles the return for you. Otherwise store credit may be applied.

My order arrived damaged. Is it possible to exchange what I received for something new?

If you received the wrong item, a broken or a faulty item, you may exchange it within 90 days following the purchase. Any request made past 90 days may be declined.

Refund requests done within 30 days will rarely be declined. That being said, if one of our team members suspect fraud, intentional or accidental damage from the user's end or unreasonable requests, refunds and/or returns may be declined.

A tracking code is sent per email to each customer upon shipping the order. If you have not received your tracking code after 72 hours, please contact us at info@moxenart.com in order to confirm your email and buyer's information.

Orders are shipped within 72 hours from the date of purchase. This wait time may increase due to rush periods such as holidays. It is also important to ensure that all information entered upon purchase contain no error so that communication may be done promptly once the order is shipped.

While we understand how valuable it is for customers to receive their orders as fast as possible, we hold the environment to heart and therefore decided to avoid rushed deliveries in order to minimize our carbon footprint. That being said, each purchase is provided with a tracking number, allowing our customers to keep track of the estimated time on which their items will arrive.

Please ensure that the courier did not hide your package in a safe place before tacking action! If you cannot find your package, please contact the support of the delivery company used upon shipping to ensure that your items were delivered at the right place. If your package has been lost, contact us at info@moxenart.com immediately so that we may help resolve this issue.

As a small business, each of our products is custom built as opposed to being mass produced. For this reason, prices reflect the labor time invested on bringing your favorite items to life. This initiative was taken in order to remain environmentally friendly and avoid any potential waste. Experimental products are also gifted with purchases exceeding $50 USD as a sign of appreciation for the support.

Please visit our Contact Us page for any further inquiry!