Orders and shipping
How long until I get my order?
Every suncatcher is made to order. We prepare your order within 5 business days, production takes up to 10 business days, and delivery takes up to 10 days after it ships. We email you when it ships.
How do I track my order?
When your order ships we email you an “order shipped” message with your tracking number, where tracking is available. If you don't see it, check your spam folder, then email us at support@mabelmoose.com with your order number.
My tracking hasn't moved in days. What should I do?
Gaps between scans happen on long shipments. If tracking shows no movement for 7 days, or your order hasn't arrived 10 days after it ships, email support@mabelmoose.com with your order number. We'll investigate and replace it if needed.
Will I have to pay customs duties or import taxes?
No. Everything is prepaid, so there's nothing extra to pay on delivery.
Where do you ship?
We currently ship to the United States. Orders over $150 ship free. We can't ship to PO boxes, so please enter a full street address.
Can I send my order to someone else?
Yes. Enter the recipient's address as the shipping address at checkout.
It says delivered but I don't have it.
First check around your delivery area and ask your neighbors, because carriers sometimes leave packages in unexpected spots. If you still can't find it, email support@mabelmoose.com with your order number and we'll look into it.
Changes, cancellations and refunds
Can I change my order?
The design can't be changed after purchase, because you approve the preview before you pay. If you entered the wrong shipping address, email support@mabelmoose.com with your order number within 12 hours of placing your order and we'll correct it if we can. After that we can't change it.
Can I cancel my order?
No. Every item is custom-made and production begins as soon as you order, so we can't cancel orders. Please check your preview and details carefully before you pay.
Do you offer refunds?
No, all sales are final. If your item arrives damaged, defective or not what you ordered, we'll replace it at no cost to you. If we can't replace it, we'll refund you. If we can't ship your order within 15 business days, we'll tell you and you can cancel for a full refund. Full details are in our Terms of Service.
My item arrived damaged or wrong. What now?
Email support@mabelmoose.com within 3 days of delivery with your order number and photos of the item and its packaging. We'll send a replacement at no cost to you.
What if I just don't love how it turned out?
We're sorry to hear that. We can't replace or refund an item that reasonably matches the preview you approved. Small differences in color, detail and shading are normal when printing on glass, and that's why the preview is shown before you pay.
Photos and your order
What kind of photo works best?
A close-up where your pet's face is clear and in focus, they're facing forward, and the lighting is bright and even. Dark, blurry or side-on photos give weaker results. See the Photo Guide on any product page.
Will it look exactly like the preview?
No. The preview is a representation of your design, not an exact picture of the final product. Colors, fine details and shading may differ slightly once printed on glass. The clearer your photo, the closer the final piece will be to the preview.
What sizes are available?
Sizes vary by product. You'll find the size options on each product page.
Does my suncatcher come with a chain?
Yes, a chain is included.
What happens to my photo?
We use it only to make and ship your order. We don't use it in marketing without your permission, and we delete it one month after your order is delivered. See our Privacy Policy for details.
Payments, discounts and contact
Is my card information saved?
No. Payments are processed securely by Shopify or its payment partners. We never see or store your full card number.
How do I use my discount code?
Enter your code at checkout.
How do I contact you?
Email support@mabelmoose.com with your order number and we'll get back to you as soon as we can.