FREQUENTLY ASKED QUESTIONS
How many feathers are in the bulk pack?
Our bulk-packed feathers are packed by weight. 1/4lb, 1/2lb, etc. In the description for each item is the approximate quantity. For example, a 1/4lb pack of turkey rounds will have about 40 feathers.
I can't login!
In September 2015 we changed website providers and some of the details of user accounts was not copied over. Don't worry, if you had an account prior to this date, its still there. Just go to the login and select "forgot password". Follow the steps to change your password and then your account will be active.
Can I pickup my package?
We don't have a retail store for you to browse, but you are welcome to come by and pickup your order. If you live near us in Ventura, California, then just note on your order that you want to come pick it up and we will refund your shipping and send you an email when your order is ready. It usually takes us an hour or so to get pickup orders ready (No, we're not slow. Its just first come first serve on order processing :) If you are in a super hurry or need after-hours service, please call and we will accommodate you if at all possible.
How fast do we ship?
We ship fast. Orders received before 11am Pacific time M-F, will go out the same day. After that, the order will go the next business day. Our shipping department is closed on weekends and major holidays. Please note that large ostrich feathers may delay your order processing by a day or two. If you must have same day shipment on your large ostrich feather order, then please contact us. We can almost always accomodate you.
I haven’t received my package.
If you haven't received your package, the first step is to track it using the tracking number provided in your shipping confirmation email. If its still in transit, hold tight and you should get it soon. Certain expedited shipping options have delivery guarantees on them. If your order was expedited and didn't meet the delivery guarantee, please call us at 1-800-468-6048 and we can get a claim started for you.
I'm a wholesale customer and I can't get into my account.
When we changed shopping cart providers in September, many of the wholesale customer logins did not copy over correctly. This requires that you change your password to have access to your old account. Please take a look at the blog article in the link below for detailed password reset instructions.
Do you accept returns?
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please promptly notify us of ant errors with your order, within 30 days. No returns are accepted after 30 days.
You should expect to receive your refund within four weeks after giving your package to the return shipper. However, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Returns for any other reason than defect will be subject to 10% restocking fee.
Bulk feather returns will incur a 50% return fee. This includes ostrich feathers in bulk.
Final assessment of the quality and quantity of goods returned shall be at the sole discretion of Moonlight Feather, Inc.
Shipping costs are not refundable.
We do not accept returns on custom dyed feathers.
Cancellation of order is subject to a 10% cancellation fee.
All returns can be shipped back to:
Moonlight Feather, Inc.
1860 Eastman Ave. Suite 111
Ventura, CA 93003
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
If your package arrived dammaged or you received the wrong item, please call us immediately. There's more to returns than this, so please see our return policy here, Click Here
What does my order status mean?
After you place your order, it goes through three levels of processing on its way to you. Here's what they mean.
"New": Your order was just placed. We will make sure all items are in stock and contact you if there's any special processing requires, like custom dye. Most orders only stay in "New" status for a couple seconds while checked by the computer.
"Awaiting Fulfillment": This means your order has been checked, printed and gone to our warehouse where the pickers and packers do their job putting it together for you and shipping it out.
"Shipped": Just what it says. Your order has shipped. You will receive an automated email with the tracking number.