Shipping Policies, Returns & Refunds

Shipping Policy

Orders are typically processed within 2-3 business days from the date of purchase.
Custom or made-to-order items may require additional processing time, which will be specified at the time of purchase.

We currently offer free shipping for UPS® Ground within the continental U.S.
Expedited shipping (2-3 day delivery) is available but must be arranged and paid for in advance. Contact us with your zip code for a shipping quote at info@artisanmoss.com.
International shipping is available to select countries, with costs calculated at checkout based on weight, dimensions, and destination.

Free UPS® Ground shipping within the continental U.S. typically takes 5-7 business days.
Expedited shipping typically takes 2-3 business days.
Delivery times are estimates and not guaranteed, as delays may occur due to weather, holidays, or carrier issues.

Unless otherwise indicated at the time of placing your order, orders will be shipped to the address provided during checkout.
Please double-check your shipping address. Any items returned to us due to incorrect address information will incur new shipping charges, which are the responsibility of the buyer.

Once your order ships, you will receive a confirmation email with a tracking number to monitor your package’s progress.
Please allow 24-48 hours for tracking information to update after shipment.

We do not ship to P.O. boxes for oversized items or expedited shipping methods.
Some products may have geographic restrictions due to the nature of preserved moss or other materials. Restrictions will be noted at checkout.

We accept returns for most items, provided they are postmarked within 7 days of receiving your item for a full refund, minus shipping costs and a 20% restocking fee.
Customers are responsible for return shipping costs, and items must be returned in new, unused condition and in their original packaging.
Please insure the return shipment, as you are responsible for ensuring the item arrives in new condition. If the item arrives damaged, the refund may be refused.
All custom orders are subject to a 50% non-refundable deposit.
To initiate a return, contact our customer service team at info@artisanmoss.com with your order number and reason for return. We will provide a Return Merchandise Authorization (RMA) number and instructions.

Once your return is received and inspected (typically within 5 business days of receipt), we will process your refund to the original payment method, minus the 20% restocking fee and any applicable shipping costs.
Refunds for returned items typically appear in your account within 5-10 business days, depending on your payment provider.

To receive a replacement or refund for a damaged item, you must:Report damage to the shipping carrier, ideally at the time of delivery or within 24 hours of receipt.Provide photographic documentation of both the packaging and the item, sufficient for Artisan Moss to file an insurance claim with the shipper.Keep the box and packaging for returning the item.Contact our support team at info@artisanmoss.com to receive an authorized return notice.
We will arrange for a replacement or issue a full refund, including shipping costs, at no additional cost to you.

We do not offer direct exchanges. To exchange an item, please return the original item and place a new order for the desired product.

For any questions about our shipping, returns, or refunds policy, please reach out to us at:

We are committed to ensuring your satisfaction with Artisan Moss products and will work with you to resolve any issues promptly.