FREQUENTLY ASKED QUESTIONS

When will I receive my book?

Orders ship from US within 48 hours of being placed. You can follow your order with the tracking link sent in the confirmation mail you receive when the order ships.

Shipping time in the US is usually 2-7 working days; in the EU and Cananda 2-5 business days. To all other locations, please allow 2-3 weeks for your book to arrive. In rare cases and due to unforeseen factors, such as customs delays, weather conditions, etc., packages can experience delays of up to 30 days.

My book has not arrived?

If you have not received your book after 2 weeks there may be something very wrong. There are many reasons (out of our control) why this can happen. But we are eager for you to receive your book. Contact us at moodpublishing@moodvisuals.com and we will figure it out to make sure you receive your book.

Where do you ship to?

We ship books worldwide. We provide tracking on all packages, except on deliveries to Russia.

What do you charge for shipping?

Shipping costs are calculated during checkout after you enter your shipping address. You will be able to review the total shipping charges before placing your order.

In the US we deliver using SurePost Solution. For international deliveries we use a number of established express courier services. The tracking information will be sent to you when the order leaves the warehouse within 48 hours.

Where’s my tracking number?

You’ll get the tracking information in a separate mail when your order leaves the warehouse. If you have lost it please contact moodpublishing@moodvisuals.com 

How do you handle international customs, taxes, or duties?

Customers ordering for delivery outside US will be responsible for payment of any local taxes payable including VAT, and may be required to pay extra for delivery and clearance where necessary.

We attach the appropriate customs forms to every international shipment and clearly label the contents as “books;” many countries do not levy customs taxes on the importation of books, so in most cases, no customs fees will be applied. That said, any import taxes charged by the destination country are your responsibility. Customs policies vary widely from country to country so if you have any concerns before you order, we recommend that you contact your local customs office.

Oops! I gave you the wrong shipping address.

Ok; let us know your order number and the correct address, and we’ll do our best to get it fixed up for you. Write us on moodpublishing@moodvisuals.com . Orders ship out very quickly, so there’s no guarantee we’ll be able to make corrections to an order before it ships. If it already has been shipped, it will be returned to the warehouse and re-shipped with an extra cost.

Something is wrong with my book

If your product is damaged, there are missing pages or something else is wrong with the book, you can make a claim. Photos of the problem must be provided and well documented, both on book and packaging. You’ll need to allow 30 working days to have package delivered, before a claim can be filed.

I have a shipping address with non-Latin characters. Can you ship to it?

Unfortunately, we can only accept addresses using the Latin alphabet due to the rules of our shipping partners. All non-Latin character addresses will result in the order being non-deliverable.

What is your return policy?

You can return your book within 2 weeks after the parcel has been reported delivered to your address or local post office. The book must be in the original packaging, unused and in the same condition that you received it. The book must at your own expense be returned to MOOD Aps, Jorcks Passage Opg. A, 1., 1162 Copenhagen K, Denmark. 

Do you sell to bookstores?

We sell to bookstores on a nonreturnable basis, at a 20% discount off the retail price. The 20% discount applies to orders of 10 books or more. Please write us on: moodpublishing@moodvisuals.com

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