FAQs
Payment
What payment types do you accept?
We currently accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, and more.
Is it safe to use my credit card on your site?
Yes! Mooselog.com understands that the safety of our customer's personal information is extremely important. We use a wide array of the best in class electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.
Where does the price of the Duties/Taxes and Brokerage Fees come from?
This amount collected is calculated by our shipping courier in accordance with the Government regulations for the country that the item is being shipped to. These fees must be collected by the courier prior to delivery. These fees are then submitted to the appropriate agencies by the courier as determined by law.
What is a Security Code?
Security codes, sometimes called card verification data, are the digits, usually 3, on the back of your credit card. For cardholder security, we ask you to input these digits during check out.
Why can't I check out?
There are a few reasons why you may not be able to complete checkout when you are not able to check out, please do the following.
- Double-check whether your credit card number has been properly entered, ensuring that no spaces are between any of the numbers.
- Take a second look at your postal code, ensuring that you have input it properly, remembering that the 'o' key is close the '0' key!
- Make sure you have input a valid phone number in both your shipping and billing address! If you need to edit your address, no problem. Simply click on 'Edit address' on either the shipping or billing page.
Which currency are listing on the website?
All the products that are listed with CAD on Canada online store and USD on United States online store.
Shipping & Return
Who do you ship with?
Great question! It really depends on what you're ordering. We have contracts with Canada Post, UPS, Purolator, FedEx.
Can I track my order?
Yes, once your order has been shipped, you will receive a tracking number via email. It can take up to 24 hours for a tracking number to be received. You can also check the tracking number by viewing your Order Status in your 'My account' page.
What is Mooselog’s return policy?
Mooselog accepts returns for items that are in their original condition, unused, and in the original packaging within 30 days of receipt. For detailed return instructions, please visit our return policy page.
Are there any items that cannot be returned?
Final sale items, opened products, and items not in their original condition are generally not eligible for return.
How long will it take to receive my refund?
Refunds are typically processed within 7-10 business days after we receive and inspect the returned item. The refund will be issued to the original payment method.
Can I exchange an item instead of returning it?
MooseLog primarily processes returns for refunds rather than exchanges. If you need a different item, you may need to return the original item and place a new order.