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Returns & Exchanges  

Product Guarantee

Our mission is to provide the very best experience for our customers - with our exceptional yoga products and second-to-none customer care.

We guarantee our products to be of the highest quality, free of manufacturer defects. We promise that everything you purchase from us will support your practice for years to come.

Questions? Comments?

Contact Us

Retail Returns and Exchanges

We accept returns and exchanges on most products purchased from shophalfmoon.com up to 30 days after you receive your order.

Items must be in original condition for return (unless found to be defective).

The following items are final sale:

  • Sale Items
  • Yoga Mats
  • Joy-a-Toes
  • Hot + Cold Therapy Pillows
  • Sleeping Pillows
  • Eye Pillows
  • Acuball Products
  • Massage Balls
  • Books and Cards

Care instructions for all of our products can be found on their respective product pages on shophalfmoon.com.

We are not able to accept returns for items that have been damaged, altered, or improperly used. Some examples:

  • Normal wear, scuffing, or discolouration that does not impact product performance
  • Punctures or wear due to damage from outside elements or use for activities other than yoga (or similar fitness activities)
  • Creasing due to improper storage
  • Bolster covers that tear due to improper storage. To purchase replacement bolster covers please click here.
  • Damage due to improper care, including use of harsh chemicals, machine washing/drying (where not advised by product care instructions)

How to Make a Return or Exchange

Please contact Customer Service to arrange a return or exchange.

We often want to save you the trouble of shipping defective product back to us. When you contact us, please send us a photo of the product that clearly shows the issue you're experiencing. This will help us to serve you faster!

Please Note:

We are unable to refund initial shipping charges or those incurred in returning items to Halfmoon.

Please use a tracking number when shipping to us. We can’t replace items lost in transit.


FAQ  

Contact Us

  • HOW DO I CONTACT YOU?

    We would love to speak with you. We have several methods of contact - choose whichever is most convenient for you.

    Phone Us:
    Toll Free: 1.877.731.7099
    Phone: 604.731.7099

    Monday - Friday from 8:00 am - 4:00 pm PST (excluding select Canadian Holidays)

    Fax Us:
    Fax: 604.739.3099

    E-Mail Us:
    Email: sales@shophalfmoon.com

    Write Us:
    Halfmoon Yoga Products
    201-126 West 3rd Avenue
    Vancouver, BC
    Canada V5Y 1E9
    Please send written correspondences only to the above address.

  • DO YOU HAVE A PHYSICAL RETAIL STORE?

    Halfmoon does not have a physical retail location. We are open 24/7 - 365 days a year at www.shophalfmoon.com, allowing you to shop at your convenience.

International Shipping

  • WHEN WILL MY ORDER SHIP AND WHAT ARE MY SHIPPING CHARGES?

    Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

  • WHAT ARE MY PAYMENT CHOICES?

    During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

  • DO YOU SHIP TO MY COUNTRY?

    We ship to Canada and the United States.

My Account

  • WHEN WILL MY ORDER SHIP?

    Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "Order Status" link under Customer Service in the footer of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

  • WHAT IS YOUR RETURN POLICY?

    Please see our click here for more information for complete details regarding our return policy.

  • I RECEIVED THE WRONG PRODUCT.

    If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

  • HOW DO I RETURN MY PRODUCT?
  • I FORGOT MY PASSWORD.

    Click the "Login" link at the top right side of our site. Under the login box you'll see a link that says "Forgot your password?". Click the link and we will send an email to you with your password.

  • HOW MUCH IS MY SHIPPING?

    Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

  • HOW DO I EDIT MY ACCOUNT INFORMATION?

    Click the "Login" link at the top right side of our site to edit your account.

  • HOW DO I CREATE AN ACCOUNT?
    1. Click the "Login" link at the top right side of our site.
    2. Click the button "Create An Account" on the left hand side of the page.
    3. Fill in your information and select "Register."

    Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

Order Status

  • WHEN WILL MY BACKORDER ARRIVE?

    Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

  • MY PRODUCT IS MISSING ITEMS.

    Click the "Order Status" link under Customer Service in the footer of our site to track your orders status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

  • MY ORDER NEVER ARRIVED.

    Click the "Order Status" link under Customer Service in the footer of our site to track your orders status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

  • HOW DO I TRACK MY ORDER?

    Click the "Order Status" link under Customer Service in the footer of our site to track your order.

  • HOW DO I CHANGE QUANTITIES OR CANCEL AN ITEM IN MY ORDER?

    Click the "Order Status" link under Customer Service in the footer of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

  • HAS MY ORDER SHIPPED?

    Click the "Order Status" link under customer service in the footer to check your orders status.

Pricing and Billing

  • WHEN WILL MY CREDIT CARD BE CHARGED?

    Your credit card will be charged within 24 hours prior to shipment of your item(s).

  • WHEN WILL MY CREDIT APPEAR ON MY ACCOUNT?

    Credits usually take 7-10 business days from the time we receive your item(s).

  • I NEED A COPY OF MY RECEIPT/INVOICE.

    Click the "Order Status" link under Customer Service in the footer of our site to print invoices.

  • I HAVE A QUESTION ON MY CHARGES.

    Click the "Order Status" link at under Customer Service in the footer on our site. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

  • DO I HAVE TO PAY SALES TAX?

    Canadian customers will have to pay GST/HST associated with the province indicated on shipping address during checkout. American customers only have to pay sales tax if you are located in the same state as our warehouse.


Wholesale Order Help

Our Canadian handcrafted and thoughtfully sourced yoga products have been supporting yoga practitioners and wellness-seekers for over 25 years.

We support our studio and wholesale partners with competitive pricing, free same-day shipping, and second-to-none customer care.

Application Forms

Purchasing products for your yoga studio?
Click Here

Are you a wholesaler purchasing products to resell?
Click Here

Are you a yoga teacher?
Click Here

We're Here to Help!

If you have any questions about our wholesale program, start a chat session, call us, or send us an email.

Halfmoon Customer Service
1-877-731-7099 Ext. 101
sales@shophalfmoon.com


Shipping & Handling  

We offer free shipping!

Retail Customers:
Spend $100* and receive FREE SHIPPING!*

Wholesale & Studio Customers:
Spend $200* and receive FREE SHIPPING!**

Select the FREE SHIPPING option at checkout. Your order will be shipped through Canada Post, UPS Ground or USPS Priority.

The Details

*Free shipping applies to pre-tax order total, after any discounts or promotions have been applied. Offer valid for all RETAIL orders within Canada & the US with exception of Nunavut, Yukon, NWT, Alaska and Hawaii. If you live in these territories or states please call us and we will find you the best possible shipping price.

**This offer of free shipping is valid for STUDIO and WHOLESALE orders within Canada & the US with exception of Nunavut, Yukon, NWT, Alaska & Hawaii.

PLEASE NOTE:

Our warehouse is not available for order pick ups.

If you live in Nunavut, Yukon, NWT, Alaska, or Hawaii, we cannot offer free shipping. Please connect with us and we will find you the best possible shipping price.

Shipping and Handling Time

We're fast! Orders usually ship within one business day.

Do you need it by a certain time? To set up a guaranteed delivery date, please call us at 1-877-731-7099 Ext. 101. Free shipping offer does not apply in this case.

CANADA
Province Shipping Times
BC 1-2 business days
AB, MB, SK 3-4 business days
ON, QC 5-7 business days
NB, NS, NL, PE 8-10 business days
NT, NU, YT 8-15 business days
USA
State Shipping Times
CA 5-6 business days
AZ, ID, MT, NV, NM, OR, TX, UT, WA, WY 5-6 business days
CO, KS, LA, MS, NE, ND, OK, SD 6-7 business days
NY, PA 7-9 business days
AL, AR, CT, DE, DG, GA, IL, IN, KY 7-9 business days
ME, MD, MA, NH, NJ, NC, OH, RI 7-9 business days
SC, TN, VT, VA, WV 7-9 business days
FL, IA, MI, MN, MO, WI 8-10 business days
AK, GU, HI, PR, VI 15-30 business days
Contact Us  

We're here to help! If you have any questions about our products or your account (or anything else) start a chat session, call us, or send us an email here.

Contact Information

* Required Fields

 

Chat with Us

To start a chat session, click on the "Chat with us!" tab on the lower righthand corner of your screen, type your question, and hit "Enter."

We're available to chat Monday through Friday from 8:00am to 4:00pm PST with a half hour lunch break from 12:30-1:00pm.

Call Us

Call Customer Service at 1-877-731-7099 Ext 101.

We're available by phone Monday through Friday from 8:00am to 4:00pm PST with a half hour lunch break from 12:30-1:00pm.

Holidays

We're closed on all Canadian Statutory Holidays. If you contact us on a holiday, we'll get back to you on the next business day.