Lost shipments generally fall into two scenarios:

Lost in transit (no “Delivered” scan): If the carrier confirms the shipment was lost before reaching the destination, we will provide a free replacement or a full refund.

Delivered but missing: Once a shipment is marked “Delivered” by the carrier, loss or theft at the destination (e.g., porch theft) is the customer’s responsibility. We will make reasonable efforts to assist with carrier communication and, where available, support an investigation.

If needed, customers may request signature-required delivery or additional carrier services (fees may apply).

Note: If tracking shows “Delivered” but you have not received your package, please note that in some cases a carrier may mark an item delivered before it is physically dropped off. We recommend checking around your delivery location and contacting the carrier as soon as possible to request a delivery trace.

If you have any questions, please reach out to our Customer Service at info@moorizon.com or call us at (657)281-2055.

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