Policies

Half-Moon Pact

We guarantee every product that we sell. If one of our products does not meet your expectations during it’s useful life, we promise to repair it, if we can’t repair it then replace it, or if we can’t replace it then we will give you a refund. To determine a product’s useful life we will follow that product manufacture’s warranty guidelines.

Shipping

 

Shipping Information

• The deadline for order processing is 12 noon ET, Monday - Friday excluding holidays
• Standard Shipping - UPS Ground orders - please add 4 business days for order processing
• Expeditied Shipping - UPS Next Day Air, UPS 2nd Day Air, and UPS 3 Day Select orders - are processed and ship the same day when placed before 12noon ET Mon. - Fri.
• UPS does not deliver to P.O. Boxes, please use a street address for delivery

We offer free UPS Ground shipping on orders over $49

Exceptions include oversized items such as Kayaks, Surfboards, Paddleboards, and Travel Chairs to the continental 48 states via UPS Ground. Alaska and Hawaii deliveries are available at normal UPS rates. UPS cannot deliver to P.O. Boxes - please provide a street address for prompt delivery of your order.

The order processing deadline is 12 noon ET, Monday - Friday excluding holidays.

Standard Shipping
UPS Ground orders are processed within 4 business days when placed before 12 noon ET Mon. - Fri., excluding holidays. For standard shipping, please allow 4 days processing time plus transit time for your order to arrive. Please reference the UPS zone map above to estimate your transit times based on your delivery area. You may also ship your order via expedited delivery.

Expedited Shipping
UPS Next Day Air, UPS 2nd Day Air, and UPS 3 Day Select orders are processed and ship the same day when placed before 12noon ET Mon. - Fri., excluding holidays.

After an order is processed and packaged, we will ship your package via UPS. Once your order has shipped, we will send you tracking information as part of the shipping notification email. Please make sure to enter your email address correctly when registering to insure that you are able to receive order and shipping emails. We repect your privacy and honor your communication preferences - so don't worry about us selling your email or spamming you.

Expedited order example: You order is received Thursday before 12:00 noon ET. and shipped via UPS Next Day Air. If the product is in stock, you will get it by Friday (1 business day). If your order shipped via UPS 2nd Day Air, you will get it on Monday (2 business days) or UPS 3 Day Select you will get it on Tuesday (3 business days).

Please email Customer Service or call 877-846-7589 x16, or x17 Mon. - Fri. 9am-5pm ET with your shipping questions.

**Please note some products, for example Chaco sandals, ship directly from the manufacturer and have a slightly longer processing time. Once those items have shipped you will receive a tracking number for those items.

**At this time we do not ship internationally.

Easy Ordering

Credit Card Billing
We charge your credit card only when we ship your order. When you first place your order, your card is authorized for the amount of your order.

Gift Cards
Available from $20 to $500, gift certificates are perfect for the hard-to-please. They can be sent directly to the recipient and are redeemable by phone. Simply call us at 877-846-7589 x16 or x17 and order by phone Mon.-Fri. 9am-5pm ET.

Promotional Items
As a way to say thanks for ordering online, we offer promotional items from time to time. These items are only available for a limited time and cannot be returned for cash, store credit or exchanged. If your order is returned for any reason, the promotional item that was included with the shipment must also be returned for the purchased item to be eligible for refund or store credit.

Make sure to watch for offers throughout the site. Keep coming back to Half-Moon Outfitters - you will be happy you did.

Sale Items
Sale prices may differ from our physical store locations.

Returns and Exchanges

When you receive your order please be sure to inspect your order at the time of delivery for any damages that may have occurred in transit before signing for and accepting delivery. Please take ample time inspecting the merchandise, signing for the delivery acknowledges that there was no damage during delivery and is your opportunity to ensure that you are pleased with the condition in which the merchandise arrived – that is our goal.

If you receive damaged merchandise, ie the shipment was left for you without requiring a signature, please save all packaging material and paperwork -- do not throw anything away! If you attempt to return the merchandise yourself, you jeopardize our chances of making a claim, and you may not receive credit for the return.

Always keep the paperwork and save all packaging that is included with your order in case you need to return the item. Also, save any emails you receive about you order, as they may provide important information.

Damaged returned items must be in their original packaging and in new condition without sign of wear or use, or they will be rejected.

All Full Priced Orders may be returned by mail to the address below within 14 days plus shipping time of receiving your order on full priced items, and 7 days plus shipping time for sale items. Returns received after 14/7 days plus shipping time will not be shipped back, and a store credit of the item's current selling price will be issued. Without a receipt, store credit is issued for the current product price if the tags are attached. If the tags have been removed a $5 restocking fee will be charged for each item. Shoes can be returned provided that they have not been worn.

If you are concerned about the return not arriving within the 14/7 day period please email us at Customer Service or call 877-8467589 x16 or x17 to let us know that the package is on the way.

We do not require you to obtain a RMA or return number, only that the return arrives in "new" condition with the tags still attached. Please note that in order for shoes to be returned they must have only been worn on a clean surface indoors so that the bottoms are still in new condition. All returns must include:

• a copy of your receipt
• a completed Return Order Form
• Original shipping and manufacturer's packaging. If the packaging is no longer available a $10 restocking fee will be applied to the return.

Shipping your order back to us

• Pre-paid UPS label
  For easy shipping from any UPS authorized outlet, we can send you a pre-paid UPS label (excluding AK and HI orders) for $6.99, please email us at Customer Service or call 877-846-7589 x16 or x17 and we will be happy to email a UPS label to you. Once we receive your return we will reimburse you the price of your return minus the cost of the UPS label.

• Shipping address for US Mail or other shipping option:
  Half-Moon Outfitters
  Attn: Internet Returns Dept.
  1084 East Montague Ave
  North Charleston, SC 29405

We cannot be responsible for your package until it is signed for by our staff. We HIGHLY recommend you insure your package... ESPECIALLY if you decide to return it via a method that cannot be tracked. We cannot help track packages until they arrive and have been signed for.

Exchanges

If you are exchanging an item online you must place a new order. Exchanges may also be made at any of our 8 store locations for full credit, with the tags attached and accompanied by the receipt within 14 days. After 14 days, even with receipt, items may be returned, and the sale price will apply (when applicable). Store credit is given for the current product price if the tags are attached and you have the receipt.

• Manufacturer's Warranty Claims
  We take the worry out of claims and exchanges, you can simply send your items back to us. Some vendors require that you handle all warranty exchanges directly through them.  Please contact these vendors directly, if your item is made by them:
  
  • Native Eyewear
  • Rainbow Sandals

Special Attention Return Items
Unfortunately, due to the nature of some products, and concerns for personal hygiene, no returns or exchanges can be made on underwear. In order for us to except returns on Bathing Suits, Bathing suits must be in brand new condition with the tags and hygiene strip still attached. Shoes can be exchanged or returned provided that they have not been worn. All purchases of load bearing climbing equipment such as a harness or carabiner are a final sale and non-returnable by law.

Troubleshooting Orders

What Is An Offline Order?
In the event that we cannot verify that the billing address, phone number, and email that you've provided match the information the bank has associated with the form of payment that you're using, your order will be sent offline. An offline order is a result of our Credit Card Security system red-flagging your order due to some sort of discrepancy.

Did I Get Charged?
A common misconception when dealing with an offline order is that the customer is being charged, but not receiving product. If for some reason you have received an email indicating that your order cannot be processed due to invalid Credit Card information, but yet your bank account is showing a charge please do not worry. There actually is no charge to your account, but rather a hold on the funds you were trying to use to purchase the product. The hold will be lifted once the validity of the Credit Card is established, or the order is cancelled.

What Do I Do Next?
If you receive an email explaining that your order has been sent offline, please do not despair. More times than not it is simply user error when entering your check-out information. You can either try to place a secondary order through our website, or you can just give us a call so we can make sure everything is being entered correctly. Please be advised that for every order that you place, there will be a hold for the price of that item put towards your account.

Privacy Policy

We will not sell, share, trade, or give away any personal information that we receive regarding our customers. We are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalized shopping experience. Please read on for more details about our privacy policy.

What information do we collect? How do we use it?
We collect the domain name of e-mail addresses of visitors to our site and aggregate (not personally identifiable) information on what pages visitors access. We use this information to monitor the use of the site and to improve its performance and usefulness. We also collect information you volunteer, such as survey responses, comments, purchasing and billing information, and your requests.

When you order, we need to know your name, e-mail address, mailing address, credit card number, and expiration date. This allows us to process and fulfill your order and to notify you of your order status.

We may also use the information we collect to occasionally notify you about important functionality changes to the Web site, new services, and special offers we think you'll find valuable.

How do we protect customer information?
When you place orders or access your account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access.

How do we allow customers to update or change the information we collect?
You may update or change information related to your account by updating your profile, accessible via the home page once you are logged in, or by sending us email.Yes, we do use cookies, but we do not overuse them! We use cookies to enhance your shopping and browsing experience. The text in a cookie, by itself, only tells us that you have visited our site before. It does not store any personal information such as your name, e-mail address, street address, or phone number. Cookies are also used to maintain your shopping basket. All data contained in the shopping basked is kept on our server and not in the cookie your machine is assigned.

Your consent
By using our website, you consent to the collection and use of this information. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Tell Us What You Think

We welcome your questions and comments about privacy. If you have any questions, please email us.