Shipping policy
Contact Us
If you have questions about shipping, delivery, tracking, or an order issue, please contact us:
Momenta Gifts
Legal Entity: Altrel LLC
Business Registration Number: 7366430
Address: 8th Green St, Dover, Delaware 19901, United States
Email: contact@momentagifts.shop
Phone: +1 302-244-7107
Customer Service Hours: Monday-Friday, 9:00 AM-10:00 PM, GMT-08:00 Pacific Time (US & Canada)
1. Shipping Coverage
We currently offer standard shipping for orders delivered within the United States.
Standard shipping is free on all U.S. orders.
If shipping upgrades are available for a particular order, the available options and applicable charges will be displayed at checkout.
2. Shipping Origin
All orders are shipped from China.
Orders are dispatched from our fulfillment facilities in China and shipped to customers in the United States using available international shipping carriers.
Delivery may involve customs processing or other procedures associated with international shipments.
3. Order Processing Time
Orders are processed after payment has been successfully received.
Standard Products
Processing time: 1-3 business days
Personalized Products
Processing time: 3-5 business days
Processing time is separate from shipping transit time.
During periods of high order volume, holidays, or other circumstances outside our control, processing may take longer than the estimated timeframe.
Personalized orders may not be cancelled or modified once personalization or production has started.
4. Estimated Delivery Time
After processing, orders generally require:
8-14 business days for transit
Therefore, the estimated total delivery timeframe is:
- Standard products: 1-3 business days processing + 8-14 business days transit
- Personalized products: 3-5 business days processing + 8-14 business days transit
These are estimates and are not guaranteed delivery dates.
Delivery times may be affected by carrier delays, weather, holidays, customs processing, or other circumstances outside our control.
5. Order Tracking
Once your order has been dispatched, tracking information will be provided when available.
Tracking information may take approximately 24-48 hours to begin showing updates after dispatch.
Customers can use the tracking information provided to monitor their shipment.
6. Delayed Shipments
If your order has not arrived within the estimated delivery timeframe, please contact us at contact@momentagifts.shop.
We will review the available tracking information and assist with the delivery issue where possible.
Shipping delays caused by carriers, customs, weather, holidays, or other circumstances outside our control do not automatically qualify an order for a refund.
7. Lost Packages
If your order has not arrived within 15 business days after dispatch, please contact us so we can review the shipment.
If an order is confirmed to be lost by the carrier or is otherwise determined to be lost:
Non-Personalized Products
The customer may receive:
- A replacement, or
- A full refund to the original payment method.
Personalized Products
The customer may receive:
- A replacement, or
- A refund to the original payment method.
Personalized products are not eligible for refunds due to change of mind. However, a personalized product may be eligible for a refund if it is confirmed lost.
8. Delivered but Not Received
If tracking shows that your order was delivered but you cannot locate it, please:
- Check the delivery location around your property.
- Check with household members.
- Check with neighbors or building management where applicable.
- Contact the shipping carrier or local post office.
- Contact us at contact@momentagifts.shop if the package still cannot be located.
We will review the available tracking information and assist where possible.
9. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or incorrect, please contact us within 15 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or video showing the product and the issue
If the issue is confirmed to be our responsibility:
Non-Personalized Products
The applicable resolution may include a replacement or refund, in accordance with our Return & Refund Policy.
Personalized Products
The applicable resolution may include a replacement or refund if the product arrived damaged.
Personalized products are not eligible for refunds due to change of mind.
If a return is required, we will provide return instructions and the applicable return address. Where the issue is confirmed to be our responsibility, we will cover applicable return shipping costs.
10. Order Cancellations
Orders may be cancelled within 2 hours of placing the order by contacting us at contact@momentagifts.shop.
After the 2-hour cancellation period, cancellation may no longer be possible if the order has entered processing or production.
Personalized orders cannot be cancelled or modified once personalization or production has started.
Once an order has been shipped, it cannot be cancelled. Eligible non-personalized products may be returned according to our Return & Refund Policy.
11. Customs and International Shipping
Because all orders are shipped from China to the United States, shipments may be subject to customs processing or other transportation procedures.
Customers will not be charged customs duties or import taxes for their orders. Any applicable customs duties or import-related charges associated with the shipment are covered by us.
Customs processing may occasionally affect delivery times.
12. Return & Refund Policy
For complete information about returns, refunds, damaged products, personalized products, and cancellation rules, please refer to our Return & Refund Policy.
13. Business Information
Momenta Gifts
Legal Entity: Altrel LLC
Business Registration Number: 7366430
Business Address: 8th Green St, Dover, Delaware 19901, United States
Email: contact@momentagifts.shop
Phone: +1 302-244-7107
Customer Service Hours: Monday-Friday, 9:00 AM-10:00 PM, GMT-08:00 Pacific Time (US & Canada)
Shipping Origin: China