Frequently Asked Questions
What are your hours?
Hours of Operation: Monday-Friday 9AM-5PM EST 
If I give my email address, will you share it outside of Moonman Direct?
We will not share your email address with anybody outside of Moonman Direct.
What is the best way to contact Moonman Direct?
The best way to contact Moonman Direct is by email at customerservice@moonmandirect.com
Are there any other fees associated with orders?
There will be a handling fee for very small orders and/or those that need to be repackaged. This fee will never be more than $1.50.
What is your backorder policy?
If you place an order and we do not have sufficient inventory to cover the complete order we will ship out what is readily available in our wareshouse and then backorder the rest of the order. If an order is backordered it should only be on backorder for 2-5 days until we receive it into the warehouse which then would be filled and shipped to you. Regular shipping rates will be charged.
What payment methods do you of accept?
We accept all major credit cards: American Express, Discover, MasterCard, and Visa. When using your credit card at check out you will need to select what type of card you are using, the account number, expiration, and the customer code number. The customer code number for American Express is the 4-digit code just above the account number. For Discover, MasterCard, and Visa you can find this 3-digit number on the back of the card.
Do you extend credit terms to 30 days?
No
Is there a sale tax with the purchase?
We are required by law to collect 5% Massachusetts state tax from residents of Massachusetts. Massachusetts businesses that do not want to be charged sales tax must submit a tax exempt certification. The tax exempt certification can be faxed to 508-300-8500
Is it safe for me to use my credit card information?
Absolutely.We are a SSL secure website and all of your private information will be strictly protected.
Is there a minimum order quantity?
No. There is no minimum order required.
Do you have a Dealer program for retailers and installers?
Yes. Our dealer program is available to retailers and installers. To sign up for this program you will need to fill out and submit the dealer application form on the website. This can be found on the left of the page, click on “Dealers Welcome”. After submitting it you will need to fax us a copy of your business license. Within one business day we will be contacting you to review your request. Once approved, you will have access to our dealer pricing pages.
Can I change an order after it has been processed?
Because all orders are process through the website, orders can not be changed after being processed.
What is your return policy?
Moonman Direct accepts returns and will either replace the shipped product or refund your money. Customers must notify Moonman Direct of any defective products within 7 days of receipt of goods. All returns must be shipped freight prepraid and double boxed (original packaging inside your return shipping box). The customer must also give the original invoice number and a brief explanation for returning the product. In order for us to quickly facilitate your return please contact a Sales Representative by emailing customerservice@moonmandirect.com and a rep will reply same day if received before 5pm EST. Returned products are subject to 20% restocking fee.
What do I do if my product arrives damaged?
If you receive product that has been damaged in transit you will need to contact us upon receiving the package with in five business days. You will need to send the damaged product(s) back intact with original packaging inside your shipping box. Once we receive the damaged goods we will reship your order that same day. Failure to initiate a claim within five business days will result in acceptance of the package. You must put the product with its original packaging, as you received it, inside another packing box that you supply. In order for us to quickly facilitate your return please contact a Sales Representative by emailing customerservice@moonmandirect.com and a rep will reply same day if received before 5pm EST. When the shipment is returned, it must include the invoice for the order as well as a description for returning the product.
What are your shipping methods?
We Ship only through UPS. We offer UPS Ground, UPS 3 Day Select, UPS 2nd Day Air, and UPS Next Day Air. During the checkout process on the website you will be asked which method you would like your package shipped.
What is the shipping cost based on?
Shipping costs are based on weight or dimensional weight (the size of the box it is packed into) and destination.
Typically, how long should it take to process an order?
If you place your order before 4PM EST, your order will be shipped that day.
What is your cut-off time for same day shipping?
For same day shipping you must, place your order before 4PM EST.
Do you ship on holidays?
Holiday Schedule
We will be closed in observance of the following holidays in 2010:
New Years Day - Friday, Jan. 1
Presidents' Day - Monday, Feb. 15
Good Friday - Friday, April 2
Memorial Day - Monday, May 31
Independence Day – Monday, July 5
Labor Day - Monday, Sept. 6
Columbus Day - Monday, Oct. 11
Thanksgiving - Thursday-Friday, Nov.25-26
Christmas Holiday – Friday, Dec 24
New Year's Eve - Friday, Dec. 31
No orders will be shipped on these days.
