How much is shipping and when can I expect my parcel if I placed an order today?
All Canadian orders over $75.00 (based on your shopping cart subtotal) qualify for Free Economy Shipping (excluding orders to remote or airstage locations). Orders under $75.00 will incur a flat shipping rate based on where you want your package sent. Shipping rates and estimated delivery times are determined at checkout after you input the shipping address. Canada is a big country geographically so delivery times will vary.
If you’d like to get your ‘Goo faster, we do offer premium shipping services. Shipping rates and estimated delivery times are determined at checkout after you input the shipping address. Unfortunately, this service is not available to remote or airstage locations.
All Canadian orders require 1-3 business days to be processed, picked, packed and prepared for shipping. This applies to all orders regardless of the shipping method you choose.
To see if your post code qualifies as remote or airstage, all remote locations are listed here, and all airstage locations are listed in Canada Post’s Air Stage Offices List.
I live overseas and want to place an online order. How much will shipping be and how long will it take to arrive?
The Canadian site does not ship to addresses outside of North America.
To order MooGoo products to non-North American addresses, place an order on one of our regional sites (listed below) that corresponds to your desired shipping destination. If you cant find a site that matches your desired shipping address, use the Australian site. Taxes and Duties are not included and may be charged upon receipt. Please check your shipping destinations' regulations for further information with regards to Taxes and Duties.
If you are from New Zealand, US, AU, the UK, Malaysia, Ireland or other European countries, we have a local team of passionate MooGoo people with their own website. Please use these websites to order from these countries for the best shipping rates and quickest delivery.
New Zealand: moogoo.nz
What payment method do you accept?
Payment can be made via credit card (Visa, Mastercard, American Express), or with your digital wallet (Apple Pay, Shop Pay or Google Pay).
Do MooGoo online orders come with tracking?
All orders are tracked, however you will only receive a tracking link if you check out using your account. You won't receive this if you check out as a guest. If you select "Authority to leave", we are not responsible if packages go missing.
What's your Return Policy?
MooGoo has a 100% customer satisfaction policy. If you are not satisfied with a product(s) you have purchased online, we will happily organise a refund or exchange. Simply contact via phone or email (firstname.lastname@example.org) explaining whether you want a refund or exchange for the product(s) and a reason for the return or exchange. From there we can arrange to have the products return to us. This should be done within 60 days of receipt and the product(s) must be substantially unused. When returning goods, please keep proof of return in the event the parcel goes missing in transit.
I just placed an order online but I want to cancel it. Is this possible?
Please note, that once your order moves into the processing stage in our warehouse, we may no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery. Please contact us as soon as possible at email@example.com.
What's your Gift Voucher Policy?
To use, simply enter the Gift Voucher Code at the Checkout page to apply the amount to your order. Gift Vouchers can only be used as payment on the website from which it was purchased. Gift Voucher purchases do not qualify for discounts or promotions. Gift Vouchers are non-refundable and cannot be exchanged for cash in part or full. No credit or change will be given on the unused portion of the Gift Voucher. No replacement for lost or stolen Gift Vouchers.
I have a coupon code to use. How do I use it?
Occasionally, you might come across a coupon code to use on our website to receive a specific offer with your online order. Each code can only be used once per customer, and the offer connected with the code is not available with any other offer (2 codes cannot be applied to the same order). All coupon codes have expiry dates that need to be adhered too without exception. All coupon codes must be applied in the Checkout stage, not in the Shopping Cart. The discount or offer will be reflected in the order subtotal once the code has been applied correctly.
I have a coupon code to use but it’s not working. What should I do?
After you input a coupon code in the Checkout stage (cannot be done in the Shopping Cart), if your order total has not changed (in the case of a discount), or you cannot see that the offer has been applied, then the code has not been accepted or applied correctly. If this is the case, please contact us at firstname.lastname@example.org or on our live chat before your order is complete so we can help you with this issue.
Discount Codes are not valid for any value packs, gift sets, bundles, or already discounted products.
I have a coupon code that I want to use but I couldn’t get it to work so I placed my order anyway. Can I get a refund for the discount amount (or offer) for the code I tried to use?
If you try to apply a coupon code in the Checkout stage and it does not work, do not go ahead with the purchase as is. Please contact us at email@example.com or on our live chat before your order is complete so we can help you with this issue. We will not provide refunds later for a discounted amount or offer if the coupon code is not applied to the order correctly.
I should have a Bonus Gift in my order but I can’t see it in my Shopping Cart. What should I do?
Please check the qualifier of the promotion to make sure all conditions have been met. Conditions vary for each promotion. Bonus Gifts are added to the Shopping Cart automatically. If a certain value needs to be reached, this will be based on the subtotal of your order and not the total. Shipping is not included in the dollar amount qualifier. If you also apply a coupon code, please make sure to check that you still qualify for a Bonus Gift offer. For example, if the gift is not showing in your Shopping Cart or has disappeared, it means that conditions haven’t been met or are no longer being met. If this is the case, adjust your order accordingly. If you’re still experiencing issues, please contact us at firstname.lastname@example.org or on our live chat before your order is complete so we can help you with this issue. We cannot add Bonus Gifts to an order once it has been placed.
The product I received looks different that the picture I saw on the website? Is it the same?
Due to intermittent changes in packaging design, the product you receive might differ in appearance from what you see on the website. We assure you that the ingredients inside are the same even if the product name, label or box has changed in appearance. If you have a question about a specific product you’ve ordered, please get in touch with us if you need further clarification.