Contact LOONMOON
Have a question about your order or our products?
Email us at hello@loonmoon.ca or use the form below.
We usually reply within one business day.
Order & Shipping Questions
When will my order ship?
Most orders ship from British Columbia by the next business day. During busy periods, please allow 1 to 2 business days for processing.
You will receive a tracking email once your order ships.
How long does delivery take?
Delivery times depend on your location and the shipping service selected at checkout.
Canada delivery estimates:
British Columbia: 2 to 5 business days
Western Canada: 3 to 7 business days
Eastern Canada: 5 to 10 business days
These are carrier estimates and may vary during holidays, severe weather, or other carrier delays.
Can I Return my product?
Most unopened and unused LOONMOON products may be returned within 30 days of delivery when they are in their original packaging.
Returns must be started within 30 days of delivery. The conditions and exclusions in our refund policy apply.
Please contact us at hello@loonmoon.ca before sending anything back. Items sent back without contacting us first may not be accepted.
What can I do if my item is damaged, defective, or incorrect?
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos so we can review the issue and make it right.
Please include your order number, a brief description of the issue, and clear photos of the product and packaging.
Do you offer exchanges?
We do not offer direct exchanges. If you would like a different item, please return the eligible item and place a new order.
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos so we can review the issue.
What should I know about warm weather shipping?
Some LOONMOON products, including beeswax candles, beeswax wax melts, and soft maple candies, can be affected by high heat during shipping.
Please monitor tracking during warm weather and bring your package indoors as soon as possible after delivery.
Minor surface bloom, light marking, softening, or texture changes caused by heat exposure do not automatically qualify as damage. If there is a serious issue with your order, contact us within 48 hours of delivery with photos so we can review it.