FAQ
Please reach out to us about any damage or missing items from the shipping journey, we would love to help make it right for you! We would just need you to write in about these within 48hrs of delivery, with photos of the damage.
Please write in at support@snackmoon.com
We currently accept all major credit cards (Visa, MasterCard, Discover, JCB, Diners, AmEx.) and PayPal.
Prepaid gift cards have the possibility of being processed without being completed depending on if the bank allows the transaction to go through. Sometimes it will allow one month to go through and then deny the subsequent months depending on the bank/balance of the prepaid card.
Unfortunately, we do not accept cash or check.
If you have a case regarding lost packages, please contact our support team to see if you qualify to receive a refund. Please be sure to submit information such as the subscription number, the amount paid, and the reason for requesting a refund.
Canceling an order does not automatically give you a refund as it would depend on the circumstance on your issue.
If you would like a refund on new and unused items, please contact us immediately at support@snackmoon.com
Customers must contact us within 30 days of receiving the item(s). All shipping fees to return the item(s), and the original shipping fees, are non-refundable. Once we confirm the item(s) have been returned to our warehouse in Tokyo, we will process a refund for the cost of the item(s).
If you have received a defective item, a damaged item, or the wrong item, please contact us immediately at support@snackmoon.com
We understand that sometimes plans change. But because we do our best to fulfill orders as soon as possible, if something comes up and you want to cancel your order, we ask that you please contact our support team at support@snackmoon.com as soon as possible. Unfortunately, we are not always able to grant cancellation requests, and once your order has been packed up and shipped out to you we will no longer be able to issue a refund.
To help us out with taking care of your case and ensure you get your order fully refunded we would appreciate it if you included your order number (which you can find in your order confirmation e-mail) and/or the email address you used to place your order.