Processing & Handling

• Order Processing: All orders are processed and shipped within 3 business days (Monday – Friday, excluding US holidays).
• Shipping Notifications: You will receive a confirmation email with tracking information as soon as your order leaves our facility. In the rare event of a delay, we will contact you immediately via the email provided at checkout.

Shipping Protection & Insurance

Your peace of mind is important to us. Every order is shipped fully insured for the total purchase value. If your package is lost or damaged during transit, please contact us at heronsmooncake@gmail.com so we can initiate a claim and resolve the issue for you promptly.

International Shipping

We welcome international customers! Please note the following regarding global orders:

• Customs & Duties: All international orders may be subject to import duties, taxes, and fees levied by the destination country.
• Responsibility: These charges are the sole responsibility of the customer and are typically due upon arrival at your domestic port. We recommend contacting your local customs office for an estimate of these fees before placing your order.
• Delivery Times: International shipping times vary significantly by destination and customs processing speeds.

Address Accuracy

Please ensure your shipping address is correct at checkout. We are unable to redirect packages once they have been dispatched. Herons Mooncake is not responsible for orders delivered to an incorrect address provided by the customer.

At Heron's Mooncake, we want you to be satisfied with your purchase. If your order isn't quite right, we are here to help. Please review our guidelines below for returns and exchanges.

Return Window

• Direct Refunds: Return requests must be initiated within 7 business days of the recorded delivery date.
• Store Credit: Requests made after the initial 7-day window are eligible for store credit or alternative arrangements at our discretion.

Return Requirements

To be eligible for a return, items must be in their original, unused condition and include all original packaging. To start a return, please contact us at heronsmooncake@gmail.com with your order number.

Shipping & Liability

• Return Costs: Customers are responsible for all return shipping charges and any associated insurance costs.
• Shipping Insurance: We strongly recommend using a trackable shipping service and purchasing shipping insurance for the full value of the item.
• Liability: Herons Mooncake is not responsible for items that are damaged or lost during the return transit. Refunds or credits will only be issued once the item has been received and inspected in its original condition.

Refund Processing

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• If approved, your refund will be processed back to your original method of payment.
• Please allow up to 15 business days for the credit to appear on your statement, depending on your financial institution.