FAQ

Shipping

Where do you ship from?

Toronto, Canada! 🍁🌲🍂🍺🏒🎣🛶🐻‍❄️🦌🐄🌨️⛰️🌽👽

Where do you ship to?

I currently ship to Canada and the United States. Orders placed using a forwarding address will be cancelled.

Canada

I can cover most addresses, including PO boxes and apartment buildings (provide a buzzer code if needed). Note that I might have to increase the shipping price after the order is placed when shipping to a PO box or locations that are really remote, like the middle of nowhere Yukon. I'll reach out to you by email if the circumstances warrant it and we'll figure it out together.

United States

I ship to all 50 states, U.S. territories, and military addresses (APO, FPO, DPO). This includes PO boxes and apartment buildings (provide a buzzer code if needed).

My products are tariff and duty-free. Any fees charged by the courier are the customer's responsibility, but I don't expect you to receive any.

Worldwide

I don't currently have plans to support shipping outside of Canada and the USA, but it would be cool! If you're interested, please contact me so that I can get an idea of how much demand there is.

You can also sign up for my newsletter (bottom of the page) and I'll notify you if I expand to other countries!

When will my order ship?

Made-to-order items ship within 1–2 weeks of placing the order.

Special edition items are pre-made and will ship within 3–7 business days of placing the order. I'll try to get them to you as fast as I can!

If your order contains a mix of made-to-order and special edition items, I'll send it all in a single package once everything is made.

How long does shipping take?

Canada Typically 2–8 business days. It might take a bit longer if you live in a rural or really remote area.

United States 1–3 weeks, depending on location, customs, and weather.

All orders include tracking and you'll receive a number by email once your order has shipped.

Please keep in mind that I don't have any control over delivery times once the package is with the courier. Delays can happen, e.g. weather, customs inspections, holidays. If your package is delayed, please check your tracking info first, then reach out to the courier/local post office if necessary. Feel free to email me at info@moonboop.com for help.

How much is shipping and is it ever free?

I do indeed offer free shipping depending on the order cost!

Canada

    Free shipping thresholds:

  • Ontario, Quebec, Manitoba: $100+ CAD
  • British Columbia, Alberta, Saskatchewan, New Brunswick, PEI, Nova Scotia, Newfoundland and Labrador: $120+ CAD
  • Yukon, Northwest Territories, Nunavut: $150+ CAD

Any orders that are less than the free shipping thresholds will have the following shipping fees:

  • Ontario: $10 CAD
  • Quebec, Manitoba: $12 CAD
  • British Columbia, Alberta, Saskatchewan, New Brunswick, PEI, Nova Scotia, Newfoundland and Labrador: $14 CAD
  • Yukon, Northwest Territories, Nunavut: $20 CAD

United States

Free shipping thresholds:

  • Continental US, Military (APO, FPO, DPO): $100+ USD
  • Alaska, Hawaii: $120+ USD
  • Territories: $150+ USD

Any orders that are less than the free shipping thresholds will have the following shipping fees:

  • Continental US, Military (APO, FPO, DPO): $14 USD
  • Alaska, Hawaii: $18 USD
  • Territories: $20 USD
Can I fix my shipping/contact information?

Yes, I can do this for you before the order has shipped! Send me an email at info@moonboop.com with your order ID (or reply to the order confirmation email) and I'll make the correction :)

If the order has already shipped, please contact the courier immediately to correct the address or arrange a pickup.

It's the customer's responsibility to ensure the correct shipping address. Please review your order info carefully before and after placing!

Can I add/remove items or cancel my order?

The short answer is yes, if you reach out ASAP info@moonboop.com. See the fine print below.

Adding Items

If the order hasn't shipped yet, you can either email me the items you want added or place a second order, whatever is easiest for you. If you do place a second order, email me your order numbers and I'll refund the shipping fees on the second order and combine the orders into one.

Removing Items

I can do this for you no problem, but I ask that you email me within 48 hours of placing the order. This will help me to avoid doing unnecessary work :)

Cancelling an order

If you want to cancel, please email me within 48 hours of placing the order. After this period, a cancellation is subject to a 5% fee to cover non-refundable payment processor costs. Orders can't be cancelled once they've shipped.

What happens if my package isn't delivered due to an incorrect address or missed delivery attempts?

Missed delivery attempts or providing an incorrect delivery address will result in items being sent back to Moon Boop. The original shipping cost and any fees from the courier will not be refunded as it's the customer's responsibility to provide an accurate address and to collect their package within the time provided by the courier.

Should an order get returned, you'll be sent an email with the choice to either have the order reshipped or refunded.

Reshipped You're responsible for the standard shipping cost plus any fees charged to Moon Boop by the courier for returning the undelivered package; an invoice will be sent to you. Note that this also applies to orders that initially had free shipping.

Refunded You'll be refunded the full amount minus the original shipping cost and any fees charged to Moon Boop by the courier for returning the undelivered package. Note that this also applies to orders that initially had free shipping.

What happens for lost packages?

If the package is lost (i.e. isn't delivered) then please contact the courier and ask them to investigate. Also email me so that I can be kept in the loop. If you provided a correct address, the courier will attempt to find the package and deliver it. If they're unable to find it, then let me know and we'll figure it out together :)

If you think that your package was stolen, then you should immediately contact the local police to file a report. Also please email me.

Returns & Refunds

Can I return or exchange my order?

Every sculpture is either made-to-order or part of a limited, pre-made special edition collection.

Made-to-order

If you want to return/exchange a made-to-order item, please let me know what you’d like to do within 30 days of receiving your order and we’ll work together to make things right.

To be eligible for a return, your item must be in the same condition you received it and returned in its original packaging.

To start a return/exchange, you can contact me at info@moonboop.com.

If your return is accepted, I’ll send you a return shipping label along with instructions on how and where to send your package.

Please get in touch if you have questions or concerns about your specific item.

Special Edition

At this time, special edition items are final sale; no returns or exchanges.

Will you help me if my item is damaged, incorrect or the order is incomplete?

Of course!

If your order arrives damaged, contact me within one week of arrival. Attach clear photos of the damaged item(s) separate from the packaging, photos of the outside of the packaging, your order number, and any other information that may be useful.
There's no need to send the items back. I’ll cover any return or replacement shipping and assist with a refund or replacement as appropriate.

If your order is incorrect or incomplete, then first off, I'm really sorry about that! Sometimes mistakes happen :S Please contact me so I can get things sorted ASAP!

When will I get my refund?

I'll notify you once your return has been received and inspected, and let you know whether the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you haven't received your refund after 15 business days, please contact me at info@moonboop.com.

Sculpture Care & Cleaning

How do I clean my sculpture?

Cleaning is quite simple!

You can dust the sculptures with a dry cloth/paper towel. Sometimes a sculpture gets a bit grimy and you can restore its silky smooth feel by polishing it with a rag or soft material (I use my shirt 😅).

If it's a piece with detailed areas and crevices, you might find it easier to use a Q-tip.

You can also use water to clean them! All the materials used (clay, paint, top coat) are non-porous, which means it's safe to get them wet.

What I tend to do is place my sculptures right under running water and lightly rub the surface with my fingers. Again, use a Q-tip for hard-to-reach spots. If water alone isn't cutting it, try using gentle hand soap.

I hiiiighly recommend you avoid using cleaning chemicals, isopropyl alcohol, and solvents like acetone, mineral spirits, etc. These will 100% damage the finish, the paint, and possibly stain the clay.

Are the sculptures fragile?

The short answer: yes...kinda...it depends!

The longer answer: all polymer clay sculptures are fragile to varying degrees depending on the thickness and shape. For example, a big chunky blob will be tougher than a small tube cat with its little thin legs.

Some practical advice: try not to drop them on hard surfaces, smash them into other objects, run them over with a car, hit them with a golf club, crush them under a kettlebell, or strap them to a block of C-4 explosive... unless of course you're trying to destroy them 😯 (pls don't tho 😢). 

They might survive a fall or a car encounter without cracking, but it's best to leave that as a hypothetical.

I also recommend you don't throw them in a river because they'll swim away. Don't leave them alone with a seagull because they look like food. Don't lend them gas money because they don't have a job to pay you back. Don't have them DJ your wedding because they won't take requests and will only play Rasputin by Boney M. Don't challenge them to a DDR dance off unless you're open to being thoroughly embarrassed. And don't expect them to help out with chores because they're all about the chilling (lazy) lifestyle.

How durable are your varnishes/UV resin top coats, and do they yellow over time?

The finishes can scratch if something hard/sharp grazes across the sculpture. UV resin finishes are slightly tougher than acrylic varnish, but scratches might stand out more under light due to the very glossy surface. If you have a keychain sculpture and it's attached to your keys or phone then expect some wear over time.

If your piece has a varnish or UV resin finish then you might want to avoid keeping the sculpture in direct, hot sunlight since that can contribute to the finish turning yellow. Even though these finishes are archival, non-yellowing, UV-resistant formulations, there's no perfect never-yellowing medium, despite what companies might say in their marketing material. Personally, I wouldn't be too concerned, though; it can take years of sunlight to cause yellowing, and you might not even notice it depending on the colours of your piece!

Materials

What brands of polymer clay do you use?

I use a few brands of clay depending on what I'm making. For large or detailed sculptures that are painted, I mostly use Cosclay and Super Sculpey. Sometimes I'll use Sculpey Ultralight and Sculpey Living Doll.

Cosclay is a really cool hybrid rubber & plastic clay that stays flexible after curing, particularly in thinner regions. You can do cool things with it like make bendable ropes, clothes, limbs, etc. If you have armature wire under the clay, then you can bend it into its final form after you finish all of your baking. The flexibility also reduces the risk of damage during shipping.

For coloured clay, I use Fimo Soft and Fimo Professional.

For translucent clay, I use Cernit and sometimes Fimo Effect. I've tried pretty much every brand's translucent clay, and Cernit has the clearest one by far. I like to use Fimo Effect's translucent clay when I need a more frosted look, like for eyeballs.

What type of paint do you use?

I use a mix of acrylic and oil paint. Oil paint is the most fun paint to use, but it has very long drying times. It's not ideal for quick turnaround sculptures. So I mostly use it on my larger pieces that take weeks or months to make.

What are the types of varnish and UV resin that you use?

Varnish

I've tried many different varnishes over the years and each one reacts differently to the clay, the paint, and the surface mediums of choice. I've had the best results from Liquitex archival acrylic varnishes. The catch though is that it's a permanent type. You can't really remove it unless you sand it off. Golden Gloss Waterborne varnish and Golden MSA Varnish w/ UVLs are two good removable alternatives that can be stripped off using household ammonia and an artist solvent respectively.

UV Resin

I just started using UV resin on my pieces prior to opening my store. Varnish was my go-to because of my painting background and how easy and non-toxic it is in comparison to UV resin. However, you just can't get that super slick, glass-like finish with varnish.

My favourite UV resin brand is Mr. Resin, particularly the original white bottle formula. I haven't had any issues with it. Minimal bubbles and it's never sticky.

I cure my pieces with a 54W UV lamp from MelodySusie. It's a bit annoying to use out-of-the-box because it has a movement sensor that turns the lamp on and off when you're positioning pieces or manually rotating them. You can disable this by putting some black electrical tape over the sensor :D

Everything Else

I want to send you something, what's your address?

Feel free to send me mail, that would be great! My address is:

Moon Boop
PO Box 40081 RPO Queens Quay
Toronto ON M5V 0A4
Canada

What is the origin of your business name?

My wife and I are big fans of the Moon. We like to photograph it and also gaze at it. Standard stuff, really. It's an A+ object in the sky, no critiques from me. Reliable, mysterious, cool looking, and it doesn't blind you if you stare at it. Just a classic orbiting bod. I wanted to pay my respects to Moon by incorporating it into my name.

Moon Boop popped into me head one evening while brainstorming and I took a liking to it. It's fun, and it just feels right.

That's it, really. I wish I had a more interesting story to share, like it's the name of an old, blind duck that I feed at the lake. But alas, there's no such duck, and I wouldn't lie to you.

Anyway, I hope the name resonates with you too. And I hope you can find a moment to look at the Moon tonight and think about the 100+ billion people that have appreciated its beauty and presence over the past 300,000+ years of human existence. Just a little something we all have in common :)

I have an unanswered question! :S

No worries, you can send me a message. Just click the magic button below.

CONTACT MOON BOOP