helpful information
-
Returns and Exchanges
At Mountain Ocean, we are committed to providing high-quality skincare products that meet your expectations. Due to the nature of our products, we cannot accept returns on items that have been opened, used, or tampered with for hygiene and safety reasons. Please review our return policy carefully:
Return Eligibility
- Unopened Products: We accept returns on unopened and unused products in their original packaging within 30 days of purchase. If you meet these criteria, you may return the product for a refund or exchange. Refunds will be determined upon receipt and inspection of the items. We charge a 10% restocking fee on all returned orders.
- Non-Returnable Items: For the safety and well-being of all our customers, we do not accept returns on products that have been opened, used, or damaged after delivery.
How to Initiate a Return
If your product is eligible for a return email us at: hello@mountainocean.com with your order number, the item(s) you wish to return, and the reason for the return. Our team will provide instructions for the return process.
Damaged or Defective Items
In the rare event that your product arrives damaged or defective, please contact us at hello@mountainocean.com within 7 days of receiving your order. We will provide a replacement or refund as appropriate.
Questions?
If you have any questions or concerns about our return policy, please reach out to us at hello@mountainocean.com. We’re here to help!
-
Shipping Policy for Mountain Ocean
Welcome to Mountain Ocean! We are dedicated to providing you with high-quality skincare products and ensuring a smooth, timely delivery. Please review our shipping policy to understand how we handle the shipment of your orders.
Processing Times
- Order Processing: Orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive a notification when your order has shipped.
- Cut-Off Time: Orders placed after 12:00 PM PST will be processed the next business day.
Domestic Shipping
- Shipping Methods: We offer several domestic shipping options at checkout, including Standard Shipping (5-7 business days) and Expedited Shipping (2-3 business days).
- Shipping Fees: Shipping fees vary based on the shipping method selected and your location. Shipping fees are calculated at checkout based on the destination and the weight of the package. Standard shipping is free for orders over $50 within the Continental U.S.
- Delivery Times: Delivery times are estimates provided by carriers and may vary depending on your location and any unforeseen delays (e.g., weather, carrier delays).
International Shipping
- Countries We Ship To: We currently only offer shipping within the United States. If your country is not listed, please contact us at hello@mountainocean.com to inquire about shipping options.
- Customs and Duties: Customers are responsible for any customs fees, duties, or taxes imposed by their country’s regulations. These charges are not included in our prices or shipping fees.
Order Tracking
- Tracking Information: Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can track your package using the link provided.
- Lost or Stolen Packages: We are not responsible for lost or stolen packages once the carrier confirms delivery. If you believe your package has been lost or stolen, please contact the carrier or reach out to our customer service team for assistance.
Shipping Restrictions
- PO Boxes and APO/FPO Addresses: We ship to PO Boxes and APO/FPO addresses via standard USPS shipping only. Expedited shipping is not available for these addresses.
- Shipping Delays: Occasionally, there may be shipping delays due to circumstances beyond our control (e.g., natural disasters, carrier delays, or holidays). We will do our best to notify you of any delays.
Incorrect Shipping Information
It is the customer’s responsibility to provide accurate shipping information. If an incorrect address is provided, and the package is returned, the customer will be responsible for additional shipping fees to resend the package.
Questions or Concerns?
If you have any questions or need assistance with your order, please reach out to us at hello@mountainocean.com. Our customer service team is happy to help!
-
If you have any questions or need assistance with your order, please reach out to us at hello@mountainocean.com. Our customer service team is happy to help!