FREQUENTLY ASKED QUESTIONS

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General

How do I know my size?

We have a size guide on our product page for you to check your accurate size. You can find it in the description under “Sizing guide” (Please check the category that you are looking for.)

What courier does we use?

We are currently using J&T Express, LBC Express and Gogo Express depends if what courier can reach your address.

What are your payment options?

Before proceeding to order checkout, you will be asked which payment option you want to use. Right now, you may choose Gcash, card payments, and online banking.

How will I know if my order has been confirmed?

A confirmation email will be sent for all successful orders transaction made. This contains your order number, the order amount, item(s) ordered, your billing and delivery address, including the payment method used and how you will be receiving order updates.

Receipt of this email means that your order will soon be packed and shipped! You'll get another email/sms once your package has been handed over to our shipping partner containing your order tracking information.

How can I track my order?

Once your order’s status is shipped, an email/sms notification is sent to let you know who from our shipping partners will deliver your package along with your order tracking number.

If you would like to track your items during shipping, you can do so by following up with our carrier partner or tracking it via online track & trace. Once your order is dispatched, you will receive an email with tracking information. If you haven't received any email, you may message us at moosegearonline@gmail.com.

What's your Return Policy?

We allow returns and exchanges under a few terms and conditions that will apply. Here's our complete Return Policy for all terms and conditions.

Return and Exchange Policy

Conditions:

1. We allow returns and/or exchanges if item is not damaged.
2. We also allow exchanges for size changes.
3. You are allowed 15 days upon receiving the item of your order to return your purchase from Moose Gear.
4. Please be reminded that only the returns with enclosed sales invoice will be processed and evaluated.

Online Store Accepted Reasons for Return:

1. Wrong Item Shipped
2. Change of Size
3. Manufacturing Mistake/Defective Items
4. Change of Item

The cost of return shipping fee will be shouldered by customer. Moose Gear will only be responsible for shipping in cases of our mistake i.e. wrong item/size shipped, item has a defect. Please make sure to have proof or video upon opening when reporting a defective order.

Change of Item/size requests must be coordinated first and approved by us before processing for us to check the availability of the item that you want to change.

Be sure to allow sufficient time for your returns to arrive to us within our returns period.

All products must be returned;

• Unworn and unwashed
• All tags attached
• All Sales Invoice and Receipts included
• Damage and stain-free
• Scent-free (perfume, deodorant, washing materials)

Shipping Returns

You can ship back the items to our office, No. 23-C Natib St., Brgy. Kaunlaran, Cubao, Qezon City 1111
(Monday-Saturday 8:00AM to 3:00PM).

Processing Time

Once received by us, please allow 1-3 working days for your exchange to be processed.

You will receive a notification of your return via email address on your order (please ensure your email address is valid and up to date on your order form. Or you may email us at moosegearonline@gmail.com if you wish to update your details).

Stock Availability

Moose Gear makes an active effort to ensure stock levels are accurate at time of purchase. However, if the item(s) you have ordered is not available, We will reach you by your provided contact details and you will be given the option for an exchange or removal of the item.

Faults / Missing Items

Please contact us at moosegearonline@gmail.com within 48 hours (2 days) of receiving your order preferably with supporting pictures so we can determine the next course of action.

If item/s are clearly deemed faulty with the supplied pictures and information, you will be contacted with further instructions on how to return your item with no cost to you.

The deemed faulty item/s will be repaired to original condition otherwise you will receive replacement item/s.

In the case that the item/s can not be repaired or replaced you will be contacted by us.

You may email moosegearonline@gmail.com for more details. Our team will respond within 24 hours.