PLEASE READ: IMPORTANT INFO:
Please note, that all DVD sales are final*. EXCHANGES and STORE CREDIT ONLY** on all other merchandise (expect replicas--all sales are FINAL). You must call and discuss your request with a customer service representative before an exchange/store credit will be issued.
*If your DVD arrives damaged you will be allowed an exchange of the same DVD title/Boxset title(s).
**Product must be in original condition for exchange or store credit. All exchanges and store credits must be approved by our customer service/shipping dept. first
LOST PACKAGES: If there are issues with your package not arriving within a reasonable time frame (please refer above) once your order ships, please contact us via orderdesk@fullmoonfeatures.com or 323-822-2100 to discuss further action. We try our best to answer all emails in a timely fashion, but with the nature of emails we are not responsible for un-received emails. If you do not receive an answer via email, please call!
DAMAGED PACKAGES AND MERCHANDISE: In the event your package endures damage while in transit via the handling of the USPS, we will gladly exchange your damaged merchandise. Please fill out our "DAMAGE FORM" and send ALL package contents to: ATTN: EXCHANGES, 1626 N. Wilcox Ave., Suite 474, Hollywood, CA 90028. Once your returned merchandise is received in our office and inspected for damage an exchange will be processed. Please note, not all exchanges are guaranteed. No exchange will be issued until product has been properly inspected for legitimate damage incurred while "IN TRANSIT".
Click here for our DAMAGE FORM
SHIPPING DURING SALES AND PRE-ORDERS: Shipping times will most often be delayed because of the large number of orders being processed during sales and after pre-orders. In some cases additional shipping delays may also occur if the item must be assembled by hand from our shipping department. We continue to do our best and to ship as quickly as possible during large sales or after the release of a pre-order item.
MOST orders are put "IN PROCESS" within 1 day of ordering during BUSINESS DAYS/HOURS. We try our best to process your orders as quickly as possible during our business hours Mon-Fri 9-4.
IF TIME IS CRITICAL TO YOU, PLEASE CALL BEFORE ORDERING; ESPECIALLY IF ORDERING VIA EXPRESS OPTIONS.
ALL shipping times are based on several factors, including the destination address, the shipping options you've chosen, and how quickly we can obtain and assemble items for shipment. Also, orders for multiple items or multiple copies of a single item and signed items can take longer to assemble before we're able to ship them to you. In addition shipping during sales and after pre-sales are under special circumstances and will generally take longer to receive.
ORDER STATUS EXPLANATIONS:
NEW: Your order has been safely placed in our system, but has not been reviewed by our shipping department and readied for our fulfillment house.
IN PROCESS: Your order has been reviewed by our shipping department and forwarded to our fulfillment house for packaging and shipping. Exceptions include: replica orders, pre-orders, or when an item is backordered.
SHIPPED: Your order has left our fulfillment house and is on its way to you. At this point any shipping options you have chosen come into effect.
PARTIALLY SHIPPED: Only part of your order has shipped. Because of availability and other factors some products may be shipped separately. Once the rest of your order is ready/available for shipping your order status will be updated to Shipped.
ON-HOLD: Your order has been reviewed by our shipping department, but payment or other necessary information is still required.
TRACKING: MOST orders ship with a tracking number. Your tracking number will be provided in your confirmation email once your order status is updated to Shipped or Partially Shipped. PLEASE NOTE: There are some items that ship without a tracking number. If tracking concerns you please contact us before ordering. You will receive your tracking number via email to the address provided on your invoice. Please add shipping@fullmoonfeatures.com to your address book to ensure proper delivery. Visit www.usps.com for UP-TO-DATE tracking information.
***Please note that shipments at any time can occasionally be delayed due to unforeseen circumstances***
Warehouse Processing Time: Regardless if you choose, Express, Parcel or Priority mail, shipping times do not begin until after our fulfillment house has packaged your order.
DOMESTIC USPS PRICING:
Express Mail (1-2 days): Overnight, most locations: Starts at $13.65: Prices based on weight and distance. Please contact for availability. Express shipping is a shipping type not a guarantee of shipping time. Please call to make sure of availability if this concerns you.
Priority Mail (1-3 days): Starts at $4.90: Prices based on weight and distance
Parcel Post (2-8 days): Starts at $4.90: Prices based on weight and distance
INTERNATIONAL USPS PRICING:
International Customers: When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. Your package(s) may be subject to the customs fees and import duties of the country to which your order is shipping. These charges are always the recipient's responsibility.
Global Express: Starts at $33.95: Prices based on weight, size and distance. Please contact for availability. Express shipping is a shipping type not a guarantee of shipping time. Please call to make sure of availability if this concerns you.
Priority Mail International (6-10 days): Starts at $11.45: Prices based on weight, size and distance.
First Class Mail International**: Delivery: varies by destination. Prices based on weight, size and distance. 4lb. maximum weight.
**PLEASE NOTE WHEN USING THIS SHIPPING OPTION: Shipping times vary greatly! In addition, USPS offers no tracking information or ability to file a claim when using this shipping option. Please use Priority Mail or Express Mail International for optimal tracking and shipping times. Full Moon assumes no responsibility for lost or stolen packages when shipping via First Class Mail International.
If you have any further questions regarding shipping please contact us at shipping@fullmoonfeatures.com or 323-822-2100.
