FAQ

What are your operating hours?

We are open Monday - Friday between 10-6

Do you ship worldwide?

Yes, we ship just about anywhere. If you're unsure if we ship to your area, please contact us.

Can I cancel my order?

If you need to cancel your order, please contact us ASAP! Cancellation requests submitted after 24 hours will be denied. Please note that since we try to ship your order as soon as possible, order cancellations are not guaranteed.

When will my order ship?

Most orders ship within 5-8 business days unless it is made to order, custom, or a pre-order. Items with extended processing times are outlined within the individual listing.

Can I return my order?

Due to the nature of our products, we are unable to accept returns unless there is a non-repairable defect. We do not offer returns for custom-made or discounted items. All custom orders and discounted items are final sale.

We are happy to offer a refund for products deemed defective. If you believe you received a defective item, please contact us within 48 hours of receiving your order with your name, order number, a description of the defect, and photos.

Can I expedite my order?

Since I am a one-person operation, I cannot offer expedited service at this time.

Can I combine shipping on separate orders?

If you’d like to combine shipping on separate orders, please contact us ASAP. This request must be made within 24 hours of placing the first order, and the orders must not have shipped yet. Any additional postage for combined shipping will need to be paid before shipment. Please note that combined shipping is not guaranteed.

Can I change my shipping address?

If you need to change your shipping address, please contact us ASAP with your order number and updated address. If your order has not shipped yet, we can adjust it manually. If there are any postage overages due to a change of address, the customer will need to fulfill this before shipment. Please note that this is not a guaranteed service.

Can you ship to a FPO/APO address?

Orders being shipped to FPO/APO addresses will be charged domestic shipping rates. Please note that depending on your location orders may take up to 30 business days to arrive. For most APO/FPO addresses, International Customs/Duties form are required. Midight Oil Co. is not responsible for items that could not be shipped to their destination because of a wrong FPO/APO address format or if the contents inside are prohibited at your shipping location. It is the responsibility of the customer to review their shipping address and information for accuracy before completing the purchase. Refunds or replacements will not be issued on the basis of an incorrect address or prohibiting items.

Do you offer Military discounts?

We love our Veterans. However, because verification can be very difficult, we do not offer Military discounts at this time.

Do you offer bundle discounts?

We do not offer discount for ordering more than one item.

What is a pre-order?

What is the difference between a pre-order and made to order?

The key difference between a pre-order item and a made-to-order item is that made-to-order items use materials that are already on hand, while pre-order items are offered before production starts and materials are purchased. Additionally, pre-order items are usually only available for a limited time. In contrast, made-to-order items can be produced as long as we have the necessary materials available.

I accidentally used an old shipping address and my order shipped, what can I do?

If your order has already been shipped to the incorrect address, contact the shipping carrier with the tracking number that was provided ASAP. In most cases, you may put in a request for a "Package Intercept" which will re-route the shipment to a new address. Please note that the shipping carrier may charge a fee for a package intercept.

It is the responsibility of the customer to review their shipping address and information for accuracy before completing the purchase. Refunds will not be issued on the basis of an incorrect address. If a package is shipped back due to an incorrect/undeliverable address, shipping charges will not be refunded.

My order arrived damaged, what do I do?

We promise to pack your order with the utmost care using appropriate packing materials and clearly marking fragile shipments. We are not responsible for damages that occur during shipment. In any case, we are committed to assisting our customers when shipping damage occurs. We will assess your order and assist you in filing any applicable claims with the shipping carrier. Please note that depending on the shipping service you selected upon checkout, your order may not qualify for a claim. Please note, that we do not insure your packages for you.

If your order was damaged from shipping please do the following:

1. Contact us immediately, providing pictures and a description of the damage(s), as well as pictures of the box and any protective materials shipped with it. If you do not provide this within 14 days we cannot file a claim for you.

2. Please retain the item(s), the mailer or box, and the protective materials shipped with it. We require a return of the damaged item in order to receive a refund. Additionally, in some cases, your item may need to be inspected by the insurer.

3. DO NOT SHIP IT BACK UNLESS AUTHORIZED! Shipping the item back before we can file a claim will only void the insurance and we will not be able to file a claim for you.

Depending on the level of damage; your order may qualify for either full or partial reimbursement. We will inspect the damage and file a claim with the shipping carrier accordingly. Please note, in some cases, the shipping carrier may request to inspect the claimed package further, you will be contacted by letter if this is required. If this request is not fulfilled within the allotted time your claim may be denied.

Damages from shipping are only paid out by the shipping carrier via the claims department. It is our promise to our customers that we will always pack your order with care and will assist you during a claim process, however; we cannot be held responsible for damages that occur while in the care of the postal system.

My order is lost, what do I do?

Please note that we do not track orders. If you notice it has been an abnormal amount of time since your order shipped and you still haven't received it, please contact us right away. We can contact the carrier and ask them to launch an investigation or file a claim.

Midnight Oil Company promises to ship your order in a timely manner and provide you with tracking information. Our platform will automatically send notifications to the email on file to notify you when your order ships and when it's delivered. We cannot be held responsible for orders that get lost while in the care of the postal system. 

Luckily, most orders come with insurance and if your order qualifies, we will assist you in filing a claim. Packages that get lost in the mail can only be paid out by filing a claim.

My order shows as delivered, but I can find it. What do I do?

Please contact the Shipping Carrier immediately with the tracking information that was provided in the shipping confirmation email. Please be sure to contact your local hub so they can assist you quickly.

Tracking information is emailed to you upon fulfillment. If you have lost your tracking number, please contact us with your order number.

My order was returned to you, what do I do?

If your order is returned to us, we will hold the item(s) and contact you immediately.

If the package was returned to us due to an error in the shipping address you will be responsible for additional postage. This will need to be fulfilled before re-shipment of your order. If the postage is not fulfilled within a reasonable time, an automatic cancellation of your order will apply. A refund will be applied in the form of store credit ONLY, minus the shipping fees, plus a 15% restocking fee.