Shipping & Payment

What forms of payment do you take?

We accept local and international credit or debit cards.

What shipping methods are available?

All orders are shipped using Taiwan Pelican Express overnight cold delivery service.

How much does shipping cost?

Shipping is free when you order is above NT$1,500.  If your order is less than this, the delivery charge is NT$180

When can I expect my orders to arrive?

Orders are processed within 2-3 working days and usually arrives at its destination overnight. In exceptional cases, due to high demand or other reasons, order processing may take longer but every effort is be made to complete and dispatch your order promptly. Please note that we don’t dispatch on Saturday, Sunday, or on national holidays.

What time do deliveries usually arrive?

Shipments are generally delivered anytime between the hours of 9:00 a.m. and 6:00 p.m. (and sometimes later) Monday through Friday.

What happens when I'm not in when my order arrives?

Someone needs to be in when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn’t possible as our delivery partner usually tries to deliver more than once.

The carrier will attempt 3 deliveries before returning the item back to us. Items returned will not be shipped again and we will treat the order as completed. No refunds will be made.

Do you ship internationally?

We don’t offer international shipping from our online shop. However, if you’re overseas and would really like some of our products get in touch with us and we’ll do our best to help you out. You can email us at orders@moonlabfoods.com

Orders & Returns

How can I cancel or change my order?

Changed your mind, or gave the wrong address at checkout? No worries, we’ve all done it. As long as your order hasn’t processed or shipped, you can make changes to it. Just get in touch with us through our email orders@moonlabfoods.com or shoot us a message on Facebook m.me/moonlabfoods and we can help you out!

Do I need an account to place an order?

If you’d like to keep track of your orders and save your details, you might want to consider creating an account for convenience.

Alternatively, you can select the guest checkout option which doesn’t require you to create an account.

How do I track my order?

When your order has been dispatched, you will receive an email notification to advise you that it’s on the way. For tracking number please contact us at m.me/moonlabfoods and we will be happy to assit.

What should I do if I received the wrong order?

Please get in touch with us! You can email orders@moonlabfoods.com or shoot us a message on Facebook m.me/moonlabfoods

What is your returns policy?

We’re unable to accept returns for food items, but if you feel that there is something wrong with the order (eg. missing item or wrong items) or it was broken in transit please contact us and we will replace it as quickly as possible.

Allergens & Dietary Restrictions

Are MoonLab products vegan?

Yes, all MoonLab products are vegan. There are no animal products, by-products or derivatives in our products. The live and active cultures used in our products are not sourced from animals.

Are all MoonLab products dairy-free?

Yes, everything we make is dairy-free and lactose free. Anyone with allergies or intolerance should always consult a doctor before introducing a new food.

Can I consume MoonLab products if I am allergic to nuts?

We produce many products containing nuts. To confirm whether a specific product contains nuts, always check the allergen statement, which can be found on the nutrition facts panel. The statement appears under the ingredients list. Also, many of our products are produced on shared equipment. Because consumer safety is our highest priority, we have allergen management protocols in place to help reduce the risks of allergen cross-contamination. Anyone with allergies should always consult a doctor before introducing a new food.

Are your products gluten free?

We produce a few products that contains gluten. To confirm whether a specific product contains nuts, always check the allergen statement, which can be found on the nutrition facts panel. The statement appears under the ingredients list. Also, many of our products are produced on shared equipment. Because consumer safety is our highest priority, we have allergen management protocols in place to help reduce the risks of allergen cross-contamination. Anyone with allergies should always consult a doctor before introducing a new food.

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