Frequently Asked Questions (FAQ)
Frequently Asked Questions
Find answers to our most frequently asked questions about orders, shipping, preorders, collector services, local pickup, returns, and more.
📦 Orders
Can I change or cancel my order?
In-stock orders may only be canceled before they are processed for shipment. Once an order enters fulfillment, we may not be able to make changes.
Preorders follow different cancellation terms. Please review our Preorder Policy.
How can I check my order status?
Once your order ships, you'll automatically receive an email containing your tracking information.
If your order has not yet shipped, contact us at support@moonlightsls.com.
Can I combine multiple orders?
Whenever possible, we may combine multiple orders placed by the same customer.
Combined shipping cannot be guaranteed and depends on product availability, preorder release dates, packaging requirements, and shipping method.
🚚 Shipping
How quickly do orders ship?
Most in-stock orders ship within 1–3 business days. Delivery time depends on the shipping carrier and service selected during checkout.
Do you ship internationally?
Yes. Moonlight Collectibles ships to many countries worldwide. International shipping availability depends on destination, carrier restrictions, customs regulations, and applicable laws.
Do all shipments include tracking?
Yes. Every shipped order includes tracking information.
Do you insure packages?
Orders over $100 may require additional shipping insurance for the full purchase value.
For complete details, please review our Shipping Policy.
⭐ Preorders
When will my preorder ship?
Preorders ship on or after the official product release date, after Moonlight Collectibles has received and processed the product from our distribution partners.
Why did my preorder not ship on release day?
Release dates are not guaranteed delivery dates. Manufacturer schedules, distributor allocations, product delivery timing, carrier delays, and processing time may affect when preorder shipments leave our facility.
Can I cancel a preorder?
Approved preorder cancellations are subject to a 15% cancellation fee based on the total order value.
Preorders cannot be canceled once they have entered fulfillment, have been prepared for shipment, or have shipped.
Can I order multiple preorder items together?
Yes, but please pay close attention to release dates.
If your order contains multiple preorder items with different release dates, the entire order will generally be held until the final preorder item has been released and received by Moonlight Collectibles.
To receive products sooner, we recommend placing separate orders for products with the same release date.
For complete preorder details, please review our Preorder Policy.
↩️ Returns & Refunds
Can I return trading cards or sealed products?
Due to the collectible, market-sensitive, and tamper-sensitive nature of trading cards, sealed products, graded cards, mystery items, randomized items, and similar collectibles, many items are final sale once shipped.
What if my order arrives damaged, incorrect, or incomplete?
Please contact Moonlight Collectibles within 7 calendar days of the carrier's confirmed delivery date.
Include your order number and clear photos of the item, packing slip, shipping box, shipping label, packaging materials, and any visible damage or discrepancy.
How long do approved refunds take?
Approved refunds are issued to the original payment method within 5–15 business days after the return, claim, or refund request has been approved.
Your bank, card issuer, or payment provider may take additional time to post the refund.
For complete details, please review our Return & Refund Policy.
🏪 Local Pickup
Do you offer local pickup?
Yes. Local pickup may be available for eligible orders when selected at checkout.
Do I need an appointment?
Yes. Local pickup is available by appointment only.
Customers must wait until the order is marked Ready for Pickup, then email or text Moonlight Collectibles to schedule a pickup appointment.
How long do I have to pick up my order?
Local pickup orders must be picked up within 5 calendar days after the order is marked Ready for Pickup, unless prior arrangements have been approved by Moonlight Collectibles.
Is expedited pickup available?
Expedited pickup may be available upon request for a $10.00 expedited pickup fee. Expedited pickup is not guaranteed and depends on order status, product location, staff availability, and scheduling availability.
For complete details, please review our Local Pickup Policy.
🎴 Collector Services
Do you buy collections?
Yes. Moonlight Collectibles purchases approved trading cards, sealed products, graded cards, slabs, bulk, and collectible inventory.
Do you offer consignment?
Yes. We offer consignment services for qualifying cards, sealed products, slabs, collections, and collectible inventory.
Can you review my collection?
Yes. Our collection review service helps collectors understand the general organization, condition, value potential, and selling options for their collection.
Do you help with grading submissions?
Yes. We offer pre-grade evaluation and grading submission assistance for eligible cards.
For complete details, visit our Collector Services Hub.
✅ Product Authenticity
Are your products authentic?
Moonlight Collectibles strives to source authentic products from trusted suppliers, distributors, manufacturers, retail channels, and reputable secondary-market sources.
Are graded cards verified?
Graded cards are identified by their grading company, label, certification number, and holder when applicable. Customers are encouraged to verify certification details directly through the grading company when available.
Do you guarantee pulls from sealed products?
No. Pull rates, card contents, insert rates, autographs, parallels, chase cards, and product outcomes are determined by the manufacturer and are not guaranteed by Moonlight Collectibles unless explicitly stated in the product listing.
💳 Payments
What payment methods do you accept?
We accept the payment methods displayed during checkout through Shopify's secure checkout system.
When am I charged for a preorder?
Preorders are charged at the time the order is placed unless otherwise stated in the product listing or checkout.
Are prices listed in USD?
Yes. All prices displayed on our website are listed in U.S. Dollars (USD).
🌎 International Orders
Do you ship outside the United States?
Yes. Moonlight Collectibles ships to many international destinations where carrier service is available and the products are eligible for shipment.
Who pays customs, duties, VAT, or import taxes?
International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other government-imposed charges required by their country.
Why is my country not available at checkout?
Shipping availability may depend on carrier service, destination restrictions, product eligibility, customs rules, and applicable laws.
If your country is not available at checkout, contact us at support@moonlightsls.com and we can verify whether shipping options are available.
📞 Contact Support
How can I contact Moonlight Collectibles?
For order support, preorder questions, local pickup appointments, collector services, or general assistance, contact us:
Email: support@moonlightsls.com
SMS/Text Support: (631) 782-7067
When should I contact support?
Please contact us if you need help with an order, preorder, shipping issue, local pickup appointment, damaged package, collector service request, or product question.
For more information, visit our Contact Us page.