Sending & delivery
What should I do if an e-card email has not arrived?
First check that payment is confirmed and the scheduled send time has arrived. Then confirm the recipient address, look in spam or filtered folders and open your private order page for delivery status. Moonrise processes sends periodically, so a short wait can be normal. Contact support about a failure or an unresolved delay before buying again.
Work through the simple checks
- Find the order confirmation. Returning from checkout alone does not prove payment succeeded.
- Check the delivery date and timezone. A scheduled greeting should remain waiting until its send time.
- Review the address for a typo, including the domain after the @ sign.
- Ask the recipient to check spam, promotions and other filtered folders for Moonrise Cards.
- Read the recipient’s status on the private order page rather than assuming the whole group failed.
Understand the timing and status
Moonrise checks the delivery queue every five minutes. Provider processing and callbacks can add time after that. A send now selection means the card is eligible for sending after payment; it is not a guarantee of immediate inbox placement.
Accepted means the email provider accepted a message for sending. Delivered is a later report from the provider and still does not prove that it landed in the main inbox or was read. A bounced or failed status needs attention rather than repeated new purchases.
Let support investigate
Use the contact form with your order reference and a short description of the issue. Do not include a payment card number, password or sign-in link. Support can investigate the known delivery state; a new send, address change or refund is not automatically guaranteed. Mandatory consumer rights and the handling of delivery problems are described in the Terms.