Our Commitment to Excellence
At Moen Shop, we are dedicated to providing premium bathroom organization solutions that elevate your space with sophistication and functionality. Our shipping and returns policies reflect the same commitment to quality and customer satisfaction that defines our entire product collection.
Shipping Information
Order Processing
All orders are processed within 1-2 business days from the date of purchase. You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Timeframes
| Shipping Method | Delivery Time | Cost | Carrier |
|---|---|---|---|
| Standard Shipping | 10-15 business days after shipment | $12.95 | DHL or FedEx |
| Free Shipping | 15-25 business days after shipment | FREE (Orders over $50) | EMS |
Returns & Exchanges Policy
We want you to be completely satisfied with your Moen Shop purchase. If you’re not happy with your bathroom mirrors, sets, shelves, or storage solutions, we’re here to help.
Return & Exchange Timeframe
We gladly accept returns and exchanges within 15 days from the date you receive your order. This allows you adequate time to assess our premium bathroom organization products in your space.
Return Conditions
To be eligible for a return or exchange, your item must meet the following conditions:
- Product must be in original, unused condition
- All original packaging and materials must be intact
- Product must show no signs of installation or use
- All tags and protective coverings must remain in place
- Include the original packing slip or order confirmation
Non-Returnable Items
For hygiene and safety reasons, the following products cannot be returned or exchanged once opened:
- Custom-cut or personalized bathroom mirrors (made to your specific measurements)
- Opened bathroom sets where individual components have been separated from original packaging
- Installed towel holders and bathroom shelves that show signs of mounting or use
- Products missing security tags or original packaging
- Items purchased as part of final clearance sales (clearly marked at time of purchase)
Step-by-Step Return Process
1Initiate Your Return Request
Contact our customer service team within 15 days of receiving your order at [email protected] with the following information:
- Subject: Return/Exchange Request – Order #[Your Order Number]
- Your full name and contact information
- Order number and date
- Product(s) you wish to return or exchange
- Reason for return
- Confirmation that items are in original condition
2Wait for Authorization
Our team will respond within 24-48 hours with:
- Return authorization number
- Prepaid shipping label (for qualified returns)
- Detailed packing instructions
- Return shipping address
3Package and Ship
Carefully repackage your item using the original packaging materials. Include the return authorization form and all original documentation. Affix the provided shipping label and drop at your nearest DHL, FedEx, or EMS location.
4Processing
Once we receive your return, our quality team will inspect the item within 3-5 business days. You will receive email notification once your return is processed.
Refund Information
Refund Timeline
| Payment Method | Refund Timeframe |
|---|---|
| Credit Card Payments (Visa, MasterCard, JCB) | 5-10 business days after return processing |
| PayPal Payments | 3-5 business days after return processing |
Important: Original shipping costs are non-refundable unless the return is due to our error. Refunds are issued to your original payment method. The refund timeframe may vary depending on your financial institution’s processing policies.
Exchange Process
For exchanges, follow the same return process outlined above. Please specify your desired exchange item in your return request. Once we receive and inspect your return, we will ship your replacement item using your preferred shipping method.
If the exchange item differs in price:
- Higher-priced item: You will be invoiced for the difference plus any additional shipping
- Lower-priced item: You will receive a refund for the difference
Need Assistance?
Our dedicated customer service team is here to help with any questions about shipping, returns, or exchanges:
Email: [email protected]
Response Time: Within 24-48 hours during business days
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM (PST)
Company Address: 2194 Washington Avenue, Phoenix, US 85016
Policy Update: Last Updated: October 2023. Moen Shop reserves the right to modify this policy. Any changes will be reflected on this page with updated revision dates.