1. Digital, creative, and consulting services
Services are delivered remotely. Deliverables such as documents, designs, video, software, and reports are sent by email, shared cloud storage, or another channel agreed in writing. Consulting sessions take place by video call or email.
The delivery schedule, milestones, and format of each deliverable are set out in the written proposal or service agreement before work begins. A service is treated as delivered when the agreed deliverable has been sent to the client’s nominated contact, or the agreed session has taken place.
Timelines depend on the client providing the required materials, access, and feedback on time. If we expect a delay, we will tell you by email with a revised date.
2. Personalized Memory Books
Memory Books are printed-to-order books created from the photographs and recollections a customer provides. Delivery takes place in three stages:
- Preparation. After payment and receipt of your materials, we prepare a digital proof of the book, normally within 5 working days. You review it and may request corrections before approving it.
- Printing. After you approve the proof, the book is sent to our print partner. Production normally takes 3–5 business days; hardcover books may take slightly longer.
- Shipping. The printed book is shipped directly by our print partner to the address given at checkout using a tracked carrier. Transit time depends on the destination and the shipping method selected; the estimate is shown before payment.
Shipping costs are calculated for the destination and method and shown separately at checkout before you pay. Multiple copies sent to the same address are shipped together; copies sent to different addresses are shipped as separate orders.
We email you when your order is sent to print and when it ships, including the tracking number. Please make sure the delivery address and recipient name are correct. Customs duties or import taxes, where applicable, are the recipient’s responsibility unless stated otherwise at checkout.
3. Delays, lost, or damaged deliveries
If an order has not arrived within 10 business days after the estimated delivery date, or arrives damaged, contact us at business@moonportmedia.com with your order number and, for damaged items, photographs. We will trace the shipment with the carrier and arrange a replacement or refund as set out in the Refund / Cancellation Policy.
If a parcel is returned because of an incorrect or incomplete address provided by the customer, re-shipping costs may be charged.
Contact
For questions about this policy, contact Moonport Media LLC, a limited liability company registered in Georgia, at business@moonportmedia.com.