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Frequently Asked Questions


How do I return an item?

Please see our return/exchange section in our Terms & Agreements:

How is shipping calculated?

Shipping is calculated by weight of item(s) including packaging material, dimension of packaging and the desired shipping rate selected. Orders over $75 that  aren’t bulky items, heavy items, air mail and outside the of the USA will have additional shipping fees that will be added during the checkout process unless marked as "free shipping". 

When will my order be shipped?

Most orders go out the same day if received and processed by 3pm PST Monday-Saturday.

How will the charge show up on my credit card statement?

All charges from Private Moments come up as Private Moments on your credit card statement

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Why can’t I login?

Check to make sure you enter the correct email and caps lock is not selected. To reset your password use the following link:


What are you customer service hours?

You can email our customer service 24 hours a day at or check the store hours at