How Moonbridge operates, how we protect our community, and what you can expect when purchasing or participating.
Terms of Service
By joining the Moonbridge community, you agree to these Terms of Service. You must accept these terms before applying to the waitlist or creating an account.
Content Protection & Confidentiality
All content within the Moonbridge member space—including but not limited to discussions, posts, pen pal letters, course materials, videos, group chats, and any other member-generated or platform content—is private and intended for members only. You agree not to copy, reproduce, share, distribute, screen-capture, record, screenshot, or otherwise disseminate any such content outside the platform, including on social media, messaging apps, or any other public or private channels.
This space exists for connection and shared growth. What members share here stays here. Violation of this confidentiality may result in removal from the community.
You may share your own thoughts or experiences inspired by Moonbridge in your own words, but you may not quote, paraphrase, or replicate specific posts, letters, or materials from other members or from courses without explicit written permission.
By clicking "I agree to the Terms of Service" when applying or signing up, you confirm that you have read, understood, and agree to these terms.
Disclaimer: Not Therapy or Medical Care
Moonbridge offers sensory goods, community spaces, classes, and self-care experiences designed to support comfort, reflection, and connection.
Moonbridge is not a medical provider, mental health provider, or crisis service. Content shared in courses, community spaces, or events is for educational and personal development purposes only.
Nothing on this platform should be interpreted as medical advice, therapy, psychological treatment, or professional counseling.
If you are experiencing a mental health crisis or need professional support, please contact a licensed professional or local emergency resources.
Accessibility & Accommodations
Moonbridge is committed to making our content and community as accessible as possible.
Because most of our platform currently operates in written English, we encourage creators and members to help support accessibility by:
- captioning videos whenever possible
- using clear written descriptions when sharing media
- keeping text readable and inclusive
If you require accommodations such as an ASL interpreter for a live event, accessibility support for courses or workshops, or alternate format materials, please contact hello@lovemoonbridge.com. We will do our best to provide reasonable accommodations whenever possible.
Our platform is also being designed to work with accessibility tools such as voice dictation software (Dragon, etc.), screen readers, and caption tools. Accessibility improvements will continue as Moonbridge grows.
Privacy Policy (Summary)
Moonbridge collects limited information required to operate the platform and support the member experience. This may include:
- account information
- profile details
- questionnaire responses used for community features
- purchase history
- participation within community spaces
- messages or submissions within the platform
Chat retention: Group chat messages are deleted after read and 190 hours. We keep storage low so we can stay free. No file attachments—text, emoji, GIF, and links only.
Pen pal letters: Saved. Think of them like journaling—with someone witnessing your growth. Your letters stay so you can look back and see how far you've come together. Still no attachments—text, emoji, GIF, and links only.
We do not sell personal data.
Members should use discretion when sharing personal information with others in the community.
Full Privacy Policy coming soon.
Community Bots
Some community spaces may include automated assistants (bots). These are clearly identified as bots and exist only to help monitor bullying and keep conversations from going stale. They support our human moderators and are not meant to replace human connection.
Blind Boxes, Scoops & Mystery Sales
Many Moonbridge products are sold as blind boxes, mystery scoops, or surprise pulls. Because the excitement of chance is part of the experience, all mystery sales are final.
This includes:
- mystery boxes
- scoop sales
- blind charm pulls
- collector drops
- items opened live during a stream
Refunds are not offered for:
- duplicate items
- personal preference
- rarity results
- disappointment with the item received
- items opened live on stream
- opened items after delivery
This is part of the collector and blind box experience.
Mystery is part of the magic.
Collector Policy (Duplicates, Rarity & Trading)
Moonbridge drops are designed to be playful, collectible, and sometimes unpredictable. Because our scoops, charms, and mystery boxes are based on chance, duplicate items may occur. This is a normal and expected part of blind box collecting.
We do not guarantee specific characters, specific charms, rarity levels, color variations, or unique pulls. Duplicates are part of the experience and are often traded within the community.
To support collectors, Moonbridge offers Trade & Swap spaces where members can exchange items with others who are building their collections.
Rarity & Special Drop Policy
Some drops may include rare or limited items. While we do our best to distribute items fairly, rarity outcomes are random and cannot be requested, reserved, or exchanged after purchase. We cannot guarantee the availability of rare items. This randomness is part of the excitement and spirit of the Moonbridge mystery experience.
Live Sale Expectations
Moonbridge live streams are meant to be joyful, interactive experiences. By purchasing during a live sale, you understand that items may be opened live, mystery items are chosen at random, and all mystery sales are final. Please purchase thoughtfully and only if you are comfortable with the surprise element.
Community Conduct During Drops
To keep drops fun and fair: no harassment toward hosts or moderators, no arguing about rarity or results, no demanding replacements for mystery pulls, no aggressive behavior toward other buyers. We reserve the right to remove participants who disrupt the experience for others. Moonbridge is meant to feel like a playful marketplace and cozy gathering, not a competitive environment.
Order Limit Policy
To keep drops accessible and fair, Moonbridge may limit the number of scoops or boxes purchased per person during certain releases. This helps ensure more people have the chance to participate.
Community Trading & Reselling
Collectors are welcome to trade or resell items within the community. However, Moonbridge is not responsible for transactions between members. We encourage members to trade thoughtfully and respectfully. Harassment, pressure, or manipulation related to trades or rarity is not allowed.
Damaged or Missing Items
If an item arrives damaged or something is missing from your order, please contact support@lovemoonbridge.com. Include your order number, description of the issue, and photos of the item and packaging if possible. Requests must be made within a reasonable timeframe after delivery. We will review the situation and may offer replacement, store credit, or another appropriate solution.
Digital Products & Video Access Policy
Digital purchases may include course access, recorded workshops, downloadable materials, and video access. Because digital products are immediately accessible and cannot be returned, all digital purchases are non-refundable once access has been granted.
Video access policies: access length may vary by program, some events may include replay access, and access may expire depending on the course or workshop. Sharing login credentials or distributing course materials outside the platform is not permitted.
Courses, Workshops & Event Refund Policy
Due to limited seating and preparation for live events, refunds are available up to 14 days before the event. Cancellations made 14+ days before the event are eligible for a refund; within 14 days but at least 48 hours before the event are eligible for store credit, transfer, or replay access if available; within 48 hours of the event are non-refundable. When you reserve a seat, that space is held for you and may prevent another participant from attending.
Subscription Policy
Some Moonbridge offerings may include subscription products or recurring memberships. Subscribers may manage their subscription inside their account dashboard and cancel future renewals at any time before the next billing cycle. Cancellation will stop future charges but does not retroactively refund prior payments. Any benefits received during a billing cycle remain active until the end of that billing period.
Shipping & Processing Times
Orders are typically processed within 3–7 business days during normal operating periods. During major drops, live sales, or holiday periods, processing may take longer. Shipping times depend on the carrier and destination. Customers will receive tracking information once the order has shipped. Moonbridge is not responsible for shipping delays caused by carriers.
Lost Package Policy
If tracking shows a package as delivered but you did not receive it, check with neighbors or household members and contact the shipping carrier. Email support@lovemoonbridge.com. Once a package is confirmed delivered by the carrier, replacement is not guaranteed, but we will review each situation individually.
Chargebacks & Fraud Policy
We take payment disputes and fraudulent activity seriously. Customers who initiate a chargeback without first contacting Moonbridge support may have their account restricted or permanently banned from future purchases. Fraudulent behavior may include false chargebacks, payment disputes after receiving products, or attempting to obtain items without payment. If you experience an issue with your order, please contact us first so we can resolve it.
Contact
For support or policy questions: support@lovemoonbridge.com
Accessibility and accommodation requests: hello@lovemoonbridge.com
Frequently Asked Questions
- What is a Moonbridge Mystery Scoop?
- Moonbridge mystery scoops are surprise sensory bundles. Each scoop includes a combination of textures, charms, decorative elements, and small accessories inspired by the Moonbridge world. Because they are mystery items, the exact contents are revealed only when opened.
- What might be inside a scoop?
- Most scoops include a combination of items such as: a base squishy or tactile element, a topping or small squishy piece, decorative beads or sprinkles, a charm or keyring accessory, a scent element, and stickers or small extras. Occasionally you may receive special items such as rares, lucky pulls, or secret pieces.
- What is a "Rare" item?
- Rare items are limited versions of certain charms, characters, colors, or textures that appear less frequently than standard items. They are randomly distributed and cannot be requested.
- What is a Lucky Pull?
- Lucky pulls are surprise bonuses randomly hidden within some drops. If your scoop receives a lucky pull, you may receive something extra such as bonus charms, an additional mini item, a bonus scoop element, or a surprise gift. Lucky pulls are randomly distributed and cannot be requested or exchanged.
- What is a Secret item?
- Secrets are extremely limited hidden items that appear very rarely in a drop. These may include special charms, unique characters, or collector pieces. Because secrets are meant to be discovered, their details are not always announced in advance.
- Can I request a specific item or character?
- No. Moonbridge products are mystery items and are distributed randomly. Part of the fun is the surprise.
- What if I get duplicates?
- Duplicates are a normal part of blind box collecting. Many collectors enjoy trading items with others to complete their collections. Moonbridge may offer community spaces where members can trade or swap items.
- Can I return or exchange a mystery scoop?
- Because the excitement of surprise is part of the experience, mystery scoops and blind boxes are final sale. Returns are not offered for duplicates, personal preference, rarity results, or items opened during live streams.
- What if something arrives damaged or missing?
- If your order arrives damaged or incomplete, please email support@lovemoonbridge.com. Include your order number and photos of the item if possible so we can review the situation.
- Will my item be opened on a live stream?
- Some Moonbridge sales may include live openings or reveals. If you purchase during a live stream, the item may be opened on camera as part of the experience.
- How long does shipping take?
- Orders typically process within 3–7 business days, though this may take longer during large drops or special events. Once shipped, delivery times depend on the shipping carrier.
- Are Moonbridge items safe?
- Our products are intended for sensory play and collecting. They are not food and should not be consumed. Items may contain small pieces and may not be suitable for very young children.
- What is Moonbridge?
- Moonbridge is a sensory lifestyle brand focused on comfort, curiosity, and small moments of calm. Through mystery drops, tactile tools, community spaces, and creative experiences, we aim to offer playful ways for people to reconnect with themselves.
- Do the Moonbridge spirits really choose the scoops?
- We like to think so. Sometimes the bridge sends something special your way. Mystery is part of the magic.
