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- Last Updated: August 19, 2025
Refund and Replacement Policy Guide
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For dropshipping partners, maintaining smooth order management is key to customer satisfaction. This guide outlines Ship To The Moon’s (STTM) return and replacement policies, tailored to support your dropshipping workflow by clarifying solutions for common order issues.
| Section | Description | Solution |
|---|---|---|
| Damaged Products | The product is badly damaged | A. Full refund; B. Replacement |
| The product has some scratches/stains or is not in its original shape | After-Sales Team will evaluate and make the final decision: A. Refund COG; B. Full refund; C. Replacement | |
| The package is damaged but the product is undamaged | No refund and no replacement | |
| Incorrect/Wrong Products | Product with the wrong color or size (functionality not affected) | A. Full refund; B. Replacement |
| Product with missing part or accessory (functionality affected) | Send a replacement for the missing part | |
| Missing accessory (functionality affected) but available in the destination country | Partial refund for the accessory | |
| Product with missing part or accessory (functionality not affected) | A. Partial refund; B. Replacement | |
| Missing Orders | Parcel lost in transit | A. Full refund; B. Replacement |
| A. Tracking information has not updated for an extended period; B. Delivery is delayed beyond expectations | If the parcel is undelivered after 60 days, it will be considered lost: A. Full refund; B. Replacement. Exceptions: 1. For Brazil, the period is 110 days. 2. Prohibited/restricted items or products Ship To The Moon advised against shipping are excluded. 3. The following countries/regions are excluded: Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Eswatini, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana | |
| Canceled Orders | POD and customized products | Cannot be canceled |
| Inventory placed and stored in our warehouse | Can be canceled within 7 days of delivery to our warehouse. Cancellation fee: 5% of total COG | |
| Product shipped, returned, and customer requests cancellation (product not yet reshipped) | Wholesale accounts: Can be canceled; Retail accounts: Refund shipping cost only | |
| Product shipped, returned, and customer requests cancellation (product already reshipped) | Cannot be canceled | |
| Recalled Parcels (After Shipping) | Customer requests a recall to change color or size | Non-refundable |
| Unacceptable Disputes/Tickets | Incorrect shipping address provided by the customer | Non-refundable |
| Parcel delivered but no one signed for it | A. Recipient should contact the local carrier; B. Ship To The Moon may reship the parcel for an additional fee |
This policy is designed to streamline your dropshipping operations, ensuring clear resolution paths for order issues. For further assistance, contact our Customer Service during business hours (Monday to Saturday, 9:00 am – 6:00 pm GMT+8).