Shipping policy

How we think about this

Here's the short version. We want every Moonshot Games package to show up on time, in good shape, with everything you ordered inside. That applies to every order we ship: Moonshot Rips shipments, sealed booster boxes, Magic singles, KKDs, board games, RPGs, miniatures, paints, sleeves and deck boxes, dice, playmats, and anything else we sell. When a shipment doesn't land the way it should, we want to make it right quickly and without drama.

Our default posture is to take care of you. Most problems we see are honest ones, and we resolve most of them fast. This policy explains how shipping works, what we need from you when something goes wrong, and how we get you to a resolution.

This policy should be read alongside the Moonshot Rips FAQs & Policies, our Refund Policy, and the Hold & Abandonment Policy. Where those documents are more specific, they control.

Where we ship

We ship to addresses in the United States, including APO, FPO, and DPO military addresses. We don't currently ship internationally. If international shipping is something you need, email us and we'll see if we can figure something out on a one-off basis.

PO Boxes are fine, but UPS and FedEx won't deliver to them. If your address is a PO Box we'll route your shipment through USPS automatically.

How we ship

We use Shopify Shipping with USPS, UPS, and FedEx as our primary carriers, and we choose the carrier based on speed, cost, weight, dimensions, and what's going in the box. Cards go in sleeves, toploaders or team bags, and padded mailers or boxes. Board games, RPG books, minis, paints, and other boxed or fragile goods get packed with appropriate void fill and protection for the item. High-value shipments get extra padding, signature confirmation, and additional insurance.

For Moonshot Rips shipments, the rules in the Moonshot Rips FAQs control, including the $250 combined-order free shipping threshold, the Rip & Ship / Rip & Hold / Rip & Pickup options, and the monthly sweep for held cards.

Processing times

Orders from moonshotgamestore.com typically go out within one to two business days. Moonshot Rips orders go out after the rip has been completed and cards have been sleeved, sorted, and combined with anything else you asked us to include. In either case, you'll get tracking emailed to the address on your account as soon as we generate a label.

Business days are Monday through Friday, excluding U.S. federal holidays. We're closed on major holidays and will note any extended closures on our website and in our streams.

Shipping protection

Every package we send is protected. Lower-value shipments are covered by the carrier's built-in liability. Higher-value shipments get additional insurance, and the highest-value shipments also go out with signature confirmation required. We pay for this protection; you don't see a line item on your order.

Protection is based on the declared retail value of what's in the box, not what you paid at checkout. A Moonshot Rips pack that produced a high-value hit ships as a high-value shipment, period. Same goes for a high-value board game, a rare out-of-print RPG, or anything else where the street value outruns the list price.

Damaged in transit

If your package arrives damaged, we want to know within three (3) days of the delivery date on the tracking record. Here's what we need from you to move quickly:

  • Photos of the outer packaging, including any tears, crushing, water damage, or visible tampering.

  • Photos of the damaged items in the condition you received them.

  • Your order number.

Please don't throw away the packaging until we've sorted out the claim. Carriers sometimes ask for photos or an inspection, and without the packaging we can't get them what they need.

Once we have the photos and the order number, we'll confirm the claim and resolve it. For Moonshot Rips cards, replacement in kind is usually impossible (the specific card is one of one from your rip), so we'll work it out as a refund or store credit for the affected item. For sealed product, singles, board games, supplies, and everything else we sell, we'll replace, refund, or credit based on what's available and what you'd prefer.

Lost or missing packages

When a package is "delayed" versus "lost"

Carriers occasionally sit on a package for a few days with no tracking updates, then deliver it like nothing happened. That's annoying, but it's normal. We generally treat a domestic package as delayed rather than lost until it has gone 14 days with no tracking movement from the last scan. After that, we'll open a claim with the carrier and start the replacement conversation with you in parallel. If the carrier formally declares a package lost sooner, we'll treat it as lost even if we're still inside the 14-day window.

Carrier-side delays

Weather, natural disasters, strikes, hub fires, and other carrier-side disruptions aren't refund triggers on their own. Your cards are still coming, and once the carrier starts moving the package again we'll help you track it. If a carrier formally declares a package lost, we'll treat it as lost even if we're still inside the 14-day window.

Marked delivered but not received

This is the trickiest situation, and it's where we've had to think hardest about the balance between taking care of customers and not getting taken advantage of. Here's our approach.

If tracking shows your package as delivered but you didn't receive it, reach out within three (3) days of the delivered-on date. We'll ask you to do a few things first, because most of these resolve quickly:

  • Check with everyone in your household and anyone who might have grabbed it off the porch.

  • Check with your neighbors, especially if you live in an apartment or townhouse complex.

  • Check with your leasing office, mailroom, or front desk if you have one.

  • Look in common misdelivery spots: side doors, garage areas, behind plants or furniture.

  • File a missing-mail search with USPS or a trace request with UPS or FedEx, depending on the carrier. We can help you with this.

If the package still hasn't turned up after 48 hours and you've done the above, email us. From there we'll work with you on a case-by-case basis. Depending on the value of the shipment and the circumstances, we may ask for a carrier trace, a signed statement, or (on higher-value shipments) a police report before we can move to a resolution. Once we have what we need, we'll sort it out per the resolution options below. We handle these situations case by case so we can stay flexible and fair, and the case-by-case approach is deliberate.

A note on signature confirmation: higher-value shipments go out with signature required. If you (or someone at the delivery address) signed for it, the delivery is considered complete on our end. If the signature on file isn't yours and you didn't authorize anyone to sign, tell us. That's a different conversation and we'll handle it.

Wrong address on the order

Your shipping address is your responsibility to get right. We ship to the address you provided at checkout or the address on file with your Moonshot Games account. If you mistyped it, moved without updating your account, or sent the package to an address you no longer control, we're not able to cover the loss.

That said, we'll do what we can to help. If you catch the mistake before we've printed a label, email support@moonshotgamestore.com right away and we'll update it, no charge. If we've already printed the label but the package hasn't shipped, we can usually still fix it, though a carrier address correction fee may apply and we'll pass that through at cost. If the package has already shipped, we can sometimes intercept it through the carrier for a fee, but we can't guarantee it.

Return to sender. If a package comes back to us because the address was undeliverable, we'll email you and work out a reship (you pay the new shipping) or a refund less original shipping and a small handling fee. We'd rather reship than refund, and we'll do everything we can to make the reshipment easy.

Manufacturer defects

Every so often a product has a defect from the manufacturer. A miscut or misprinted card, a foiling issue, a damaged pack inside an otherwise sealed box, a missing insert, a board game missing components, a damaged or misprinted rulebook, a bent miniature, that kind of thing. This can show up in a Moonshot Rips shipment, a sealed booster box, a board game, an RPG book, or any other product we sell.

When it happens, Moonshot Games takes care of you first and sorts things out with the manufacturer on the back end. You should not have to chase the manufacturer on your own. Send photos and your order number to support@moonshotgamestore.com and we'll take it from there. Resolution will generally be a replacement, refund, or store credit depending on what's available and what you'd prefer.

How we resolve valid claims

When we've confirmed a valid claim, we'll work with you on the resolution. Your options usually include:

  • Replacement in kind, when the specific item is still available. For Moonshot Rips cards, the original pull is one of one from your rip, so in-kind replacement is usually impossible and we move to the other options.

  • Store credit for the declared value of the affected item. Store credit can be applied to anything on moonshotgamestore.com, any Moonshot Rips purchase, or any in-store purchase, and is valid for one year from the date of issue.

  • Refund to your original payment method for the declared value of the affected item.

You tell us which option you prefer, and unless there's a specific reason we can't honor it, that's what we do.

How to file a claim

One path for everything. Email us at the address below with the subject line "Claim" followed by your order number.

Include in your email:

  • Your order number.

  • A description of what happened.

  • Photos, if damage is involved.

  • Your preferred resolution (replacement, store credit, or refund).

Here's what to expect from us:

  • Acknowledgement within one (1) business day. We'll confirm we got your email and let you know what we need next, if anything.

  • Resolution within three (3) business days for straightforward claims. More complex claims (carrier traces, insurance claims on high-value shipments, manufacturer escalations) take longer, and we'll keep you in the loop on the timeline.

Chargebacks

If you file a chargeback with your bank or credit card company, that closes the claims process on our end. Once a chargeback has been filed, we can't process a replacement, refund, or store credit through Moonshot Games for the disputed order because the resolution has moved to your card issuer.

If there's a problem with your order, please talk to us first. We have never lost a claim to a customer we could actually reach, and we'd much rather work it out directly than have both of us pay the card network's fees and paperwork.

When we have to say no

We evaluate every claim on its own merits, and we also look at history. If an account shows a pattern of claims that doesn't match what we'd expect from normal shipping wear and tear, we may pause claim resolutions on that account and reach out to talk. We'll always hear you out, and weird things do happen to honest people. But we reserve the right to decline claims, require additional documentation, or stop accepting orders from an account where the history tells us something's off. Moonshot Games has sole discretion over how and when this applies.

Things outside our control

Some situations are just outside what any shipping policy can cover. Severe weather, natural disasters, pandemics, strikes, hub outages, customs delays (on the rare international one-offs we take on), and other force-majeure events can delay or interrupt shipments. When those things happen, we'll communicate, help you track, and work with you to get to a reasonable outcome. What we can't do is treat every carrier-side disruption as a refund trigger.

Changes to this policy

We may update this policy from time to time as our process changes or as we learn from customer experiences. Material changes will be posted to our website and, where appropriate, communicated to affected customers by email. The "Effective" date at the top of this document reflects the current version.

Contact

For any claim, question, or situation not covered here, email us at support@moonshotgamestore.com. We read every message and we'll get back to you.

Mailing address:

inSourceCode, LLC d/b/a Moonshot Games
50 N. 9th St.
Noblesville, IN 46060