SHIPPING POLICY

We ship select items within the United States. Please read the following carefully before purchasing — and don't hesitate to reach out with questions about a specific item's shipping eligibility before you order.

GENERAL SHIPPING

Moss & Embers ships select items within the continental United States. Shipping rates are calculated at checkout based on order value and delivery location. Orders are typically processed within 2–4 business days. Delivery timelines are estimates and are not guaranteed — actual delivery times vary by carrier and destination.

OVERSIZED ITEMS

Certain items require additional shipping charges due to size, weight, fragility, or special packaging. These include but are not limited to:

  • Furniture
  • Large mirrors
  • Oversized wall décor
  • Large planters
  • Heavy or fragile items

If your order contains an oversized item that requires shipping costs beyond the standard rate, we will contact you before shipment to confirm the additional charge. If the additional charge is not accepted, the order will be canceled and no payment will be collected for that item.

Some oversized items are designated as in-store pickup only and are not eligible for shipping. This will be noted on the product listing when applicable.

NON-STANDARD DELIVERY LOCATIONS

Standard shipping rates at checkout apply to continental U.S. addresses only. Orders shipping to the following locations may require additional charges:

  • Remote or rural delivery locations
  • Freight-forwarding addresses

If additional costs apply, we will contact you before processing. Moss & Embers reserves the right to cancel orders that cannot be fulfilled at a reasonable shipping cost.

SHIPPING ELIGIBILITY

While we do our best to flag items that cannot be shipped, some products may require manual review after purchase. If an item is determined to be ineligible for shipping, we will contact you to discuss the following options:

  • Revised shipping cost
  • Alternative shipping arrangements
  • In-store pickup
  • Order cancellation

We will never ship an order with unresolved eligibility issues or charge for items we are unable to fulfill.

ORDER CONFIRMATION & TRACKING

Once your order ships, you will receive tracking information via email when available. Some orders may ship in multiple packages depending on product availability. If you do not receive tracking information within 5 business days of placing your order, please contact us at hello@mossandembers.com.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, is defective upon receipt, or is not the item you ordered, please email us within 5 days of delivery.

Email: hello@mossandembers.com

Please include:

  • Your order number
  • A description of the issue
  • Photos of the item
  • Photos of the packaging (for shipping damage claims)

We will review all claims promptly. For approved claims, we will either replace the item or issue store credit — at our discretion based on availability. We are committed to making it right when an error or damage is on our end.

ADDITIONAL NOTES

  • Shipping charges are non-refundable
  • Delivery timelines are estimates and not guaranteed
  • Moss & Embers is not responsible for carrier delays, weather events, or other circumstances outside our control
  • Moss & Embers reserves the right to adjust or cancel orders when shipping costs are unreasonable or fulfillment is not possible
  • Fulfillment errors (wrong item shipped) and manufacturer defects are not subject to standard shipping terms and will be resolved on a case-by-case basis