FAQ

Frequently Asked Questions (FAQ’s):

What are my terms and dating?

Upon credit approval, please contact your Sales Representative,
our Customer Service Department, or our Accounts Receivable Department.

Will my order be filled to the exact quantity

Whenever possible we will fill orders with accuracy. However, all non-stock items will be subject to a 10% over/under production run.

What do I need to do if I need to make a correction, change, or cancel an order?

We will gladly change or revise your order if we receive the information prior to processing the order. If your die has been printed and you need to make a change or cancellation, a charge of $30.00 will be applied. Please call your Customer Service Representative to discuss your options if your order has already been printed.

Whom do I call if there is a discrepancy with a delivery or my invoice?

Please call our friendly Customer Service Department within 10 days of invoice date so we can take care of your problem promptly.

Are there charges for preparing documents for export?

There is a charge of $35.00 per each set of documents. Please provide your customs broker when you place your order. Payment must be in U.S. dollars.

What do I need to do if I decide to return product?

Please contact Customer Service to obtain a Return Authorization (RA). If the return is the result of our actions (incorrect product, defective, etc…), we will pay return shipping costs and either credit your account or send replacement of equal value. Returns of good product sent back for any other reason will be subject to a 15% restocking fee. Returned goods must be in original box and resalable.

What is my F.O.B. point?

All shipments are F.O.B. MOON PRODUCTS, LEWISBURG, TN.

What is the minimum for free freight?

The minimum is $500.00 for the continental United States and $1,000.00 for Alaska, Hawaii and Canada.

How is freight routed?

Orders not meeting the required minimums, via a best carrier unless you specify routing at the time of your order. All freight and handling charges will be applied to invoice. Moon Products is not responsible for delayed shipments when given to carrier on time. Orders qualifying free freight will be shipped on a carrier designated by Moon Products.

What is normal production time?

Normal production time varies with the product. For the exact shipping date, please contact Customer Service Dept. Production time begins when:

  • Camera ready art (for customized product) reaches Customer Service.
  • Credit has been established, or prepayment received.
  • Purchase order with complete specifications is received.
  • Ship date has been approved by Customer Service.
  • All other details are clear.

Can I send my order via fax or e-mail?

Yes. Orders can be sent via e-mail to custservice@moonproducts.com and via our toll free fax number at 1-888-359-3200. Orders sent by e-mail or fax will be considered the original order. The legibility, completeness and accuracy of the order are the customer’s full responsibility.

How can I insure prompt fulfillment of my order?

We accept Visa, Master Card, and American Express. You may also send a cashiers check, money order, or check. There is a ten-day hold on personal or company checks before the order will be released for production. Ship date will be determined by payment date. Terms may be set after several orders have been prepaid.

How long will it take to process my order?

Please allow 10 additional working days from receipt of orders for first time orders.

Is there a minimum order?

Yes. The minimum order is $50.00 and does not include freight.

Can I get my pencils sharpened?

Sharpening of pencils is available for round or hex pencils. If you need up to 99 gross, the price is $0.75 per gross. If you need 100+ gross, the price is $0.35 per gross. Sharpening of jumbo pencils is available for a charge of $1.50/gross.

Are all of your pencils standard #2 pencils?

Yes, all of our wood case and mechanical pencils use standard HB lead, equivalent to a #2 wood case pencil. The #2 standard is a US measure, whereas the HB measure is used in Europe and globally (similar to inches vs. centimeters). So a #2 pencil lead is equivalent to an HB lead, which is what all of our wood case pencils use.

How may I place an order?

Call Moon Customer Service toll free at 1-800-541-3758. Orders can also be sent via e-mail to custservice@moonproducts.com and via our toll free fax number at
1-888-359-3200. Orders sent by e-mail or fax will be considered the original order. The legibility, completeness and accuracy of the order are the customer’s full responsibility

You must be a store owner or retailer and/or have a valid tax ID number to place an order.

Is there a minimum order?

Yes. The minimum order is $50.00 and does not include freight

Does Moon offer pencils with custom printing?

Yes, Moon offers many options for custom print pencils. Please contact our Customer Service
Department for details.

Are your products non-toxic?

All consumer products sold in the US are required to be non-toxic. All products we sell are thoroughly tested and certified to be non-toxic before they are placed on the market.