Shipping policy

Shipping Policy

Last updated: March 28, 2026

1. General Information

At Moodpy, we work to provide our customers worldwide, including Chile, with a fast and secure shipping service.

By making a purchase from our store, the customer agrees to the terms established in this Shipping Policy.

2. Shipping Destinations

We ship to various countries around the world, including domestic and international shipments, subject to logistical availability.

In some cases, certain products may not be available for shipping to specific regions due to legal or customs restrictions or carrier limitations.

We reserve the right to cancel orders when it is not possible to ship to the selected destination, issuing the corresponding refund.

3. Processing Time

The processing time refers to the period during which the order is confirmed, processed, and prepared to be handed over to the carrier.

📌 Estimated processing time:

2 to 5 business days

This timeframe may vary during periods of high demand (for example: Black Friday, Christmas, or special promotions).

4. Shipping Time (Estimated Delivery)

Once the order has been shipped, the estimated delivery time will depend on the country and the selected carrier.

📦 Estimated delivery time:

6 to 10 business days

⚠️ Important: Delivery times are estimates and may vary due to external factors such as:

  • Carrier delays

  • Customs processes (for international shipments)

  • Weather conditions

  • National or local holidays

  • Events beyond our control (force majeure)

5. Shipping Costs

Shipping costs are automatically calculated at checkout and depend on:

  • Destination country or region

  • Weight and volume of the order

  • Available shipping method

Promotions offering free shipping or discounts may occasionally be available and will be clearly displayed during the checkout process.

6. Order Tracking

Once the order has been shipped, the customer will receive an email with the shipping confirmation and, when applicable, the tracking number.

📌 Tracking information may take between 24 to 72 hours to reflect updated information in the carrier's system.

7. Customs, Taxes, and Import Charges

For international purchases, the customer is responsible for any additional charges applicable in their country, including:

  • Local taxes

  • Customs duties

  • Import fees

  • Customs handling fees

These charges are not dependent on Moodpy and are not included in the product price or shipping cost, unless expressly stated otherwise.

8. Incorrect or Incomplete Address

It is the customer's responsibility to enter their shipping address correctly at the time of purchase.

If the order cannot be delivered due to an incorrect or incomplete address or missing information, the customer will be responsible for the reshipping costs if they wish for the order to be shipped again.

If the customer does not request reshipping, a partial refund may be issued, deducting shipping and handling costs, where applicable.

9. Orders Marked as Delivered

When the carrier's system indicates that the order has been delivered, the delivery will be considered completed.

If the customer did not receive the order, they must contact us within a reasonable period so that we can help initiate an investigation with the carrier.

We may request additional information to support the review process.

10. Lost or Stolen Packages

We are not responsible for theft occurring after the order has been marked as delivered by the carrier.

However, if an order is lost during transit, we can assist the customer by initiating a claim or investigation with the carrier.

If the carrier confirms the loss, we may offer an appropriate solution:

  • Reshipment of the product (if stock is available)

  • Partial or full refund

The solution will depend on the outcome of the investigation and the type of shipment.

11. Delivery Delays

Delays may occur for reasons beyond our store's control.

In the event of significant delays, the customer may contact us, and we will do our best to provide updated information regarding the shipping status.

12. Orders Returned to Sender

If an order is returned to us for reasons such as:

  • Incorrect address

  • Failure to collect the package

  • Refusal of the order

  • Recipient cannot be located

The customer may request reshipment (assuming the additional cost) or request a partial refund, deducting the costs associated with shipping and return, where applicable.

13. Liability

Moodpy is not responsible for delays or inconveniences caused by factors beyond our control, including customs, strikes, logistical disruptions, natural disasters, or other force majeure events.

Nevertheless, we will always seek to assist the customer in good faith to find a reasonable solution.

14. Contact

For shipping-related inquiries, you may contact us at:

📧 moodpy@henckon.com
📍 Subida Los Lobos, Montoya 7, El Quisco, Valparaíso, 2700000, Chile