Refund policy

Last updated: [2026-04-04]

Moozibo is a brand operated by Boutique Moozibo, a Québec-based business.

 

 

Everything you need to know about Moozibo's refund, replacement, and return policy.

Overview

If you’re wondering how to request a refund or replacement from Moozibo, this policy will guide you. We want to make the process smooth for you and have outlined everything you need to know below about refunds, returns, replacements, cancellations, and shipping-related issues. Because we operate as a dropshipping business, some procedures may differ from traditional retail stores.

No Returns Required

We do not normally require customers to physically return products in the event of an issue. As items are shipped directly from our fulfillment partner Zendrop, return shipping can be costly, impractical, or disproportionate to the item value, and there is no standard restocking process in place.

However, Moozibo reserves the right to request additional information, photos, videos, or other documentation to verify claims before approving a refund or replacement. In certain cases, we may request a return if required by our supplier or to prevent abuse.

Damaged, Incorrect, or Defective Items

If your order arrives damaged, defective, or incorrect, we are happy to provide a full refund or replacement, subject to review.

Requests must be made within 30 days of delivery.

To process your request, please provide:

  • Your order number

  • Photo or video evidence of the damaged/incorrect product

  • A brief description of the issue

Please contact our support team at moozibo.official@gmail.com with your order number and supporting documentation for a quick resolution.

Shipped Orders

Order Delays

If an order lacks tracking information, is in transit for an extended period, is pending, or has exceeded approximately 30 days from the original shipping date, Moozibo may offer a refund or resend the product at our expense. Exceptions may apply to certain shipping methods, destinations, customs delays, or circumstances outside our control.

Delivered Orders

Moozibo will not automatically process refunds or replacements if the tracking information indicates the order was delivered. Customers should first verify with household members, neighbors, and their local post office. In cases where the package was not received, a non-delivery certification or official confirmation from the local post office may be required for a refund or replacement.

Undelivered Orders Marked as Delivered

In the rare event that tracking shows the order as "Delivered," but you did not receive the package, you may be eligible for a refund or replacement if:

  • You obtain a Non-Delivery Certificate (or official confirmation) from your local post office

  • The document confirms no package was delivered to your address

  • The request is submitted within a reasonable timeframe

Once we receive the document, we will review the claim and process a refund or replacement where appropriate. This step helps us file a claim with the shipping partner and validate the non-delivery.

Lost-in-Transit Orders

If the order remains in transit for an extended period (typically more than 20 days after shipment) and no delivery is confirmed, please contact our support team at moozibo.official@gmail.com. We will investigate with our logistics partners and proceed with a refund or replacement where appropriate.

Order Cancellations

A full refund is available for orders canceled before being processed or shipped by our warehouse. Once an order has been processed or shipped, cancellation may no longer be possible.

Refund Processing

For approved refunds, the amount will be processed back to the original payment method used at checkout. All approved refund or replacement requests are typically processed within 5–7 business days after approval. Depending on your payment provider, additional time may be required for the refund to appear on your statement.

Shipping Policy

Our shipping policy includes a processing time of 1 to 3 business days before orders are shipped through our fulfillment partner Zendrop. Estimated shipping times are:

Canada: 7 to 14 business days (Free shipping)
United States: 9 to 14 business days (Free shipping)

Shipping times are estimates and may vary based on destination, customs processing, weather conditions, courier delays, or peak periods such as holidays.

Important Notes

Refund or replacement requests made outside the 30-day window may not be accepted, except where required by applicable consumer protection laws.

We do not issue refunds for delays caused by factors outside our control (such as customs delays or courier backlogs) unless the package is confirmed lost.

Moozibo reserves the right to deny requests in cases of abuse, fraud, or repeated claims.

If you have any questions or need to submit a request, please contact us at moozibo.official@gmail.com with your order number and relevant documentation.

Right to Repair and Replacement Parts

Some products sold by Moozibo are supplied by third-party manufacturers. Replacement parts or repair services may not be available locally. If you require information about repairing your product or obtaining replacement parts, please contact us at moozibo.official@gmail.com. We will do our best to assist you in contacting the supplier or finding a suitable solution.

Notice for Québec Customers

If you live in Québec, your rights under the Québec Consumer Protection Act remain protected. This return and refund policy does not limit those rights. For example, you may still be entitled to a refund, repair, or replacement if a product is defective, does not match its description, or does not perform as reasonably expected, even after the 30-day period.

Approved refunds will include the purchase price, applicable taxes, and original shipping costs where required by law.