Refund and Replacement Policy
At Moss & Stone Gardens, we take great pride in providing healthy, high-quality live moss and plants. Because our products are living organisms, proper installation and appropriate environmental conditions are critical to their long-term success.
Our Arrival Guarantee
We guarantee that your moss will arrive in healthy condition. If your order arrives damaged upon delivery, please contact us within 48 hours of receiving your shipment.
To process a claim, we may request:
- Photos of the product
- Photos of the shipping box and packaging
- Your order number
If we determine there was an issue with the product upon arrival, we may offer a replacement, store credit, or refund at our discretion.
For any inquiries or concerns, please contact our dedicated customer support team at info@mossandstonegardens.com.
Important Information About Live Moss
To ensure the best possible condition during transit, we typically ship our moss dry. This is intentional and is the preferred method for shipping and storage. Moss is highly resilient and remains stable while dry, allowing it to travel safely and be stored until you are ready to plant.
Upon arrival, please rehydrate the moss by gently misting it with water before installation. It is normal for moss to appear dry during shipping, and this is not an indication of poor health or product quality.
If you would prefer your moss to be shipped hydrated, please note this in the order notes at checkout. While we are happy to accommodate these requests whenever possible, shipping moss dry is generally recommended for transit and temporary storage.
After Installation
Once moss has been installed, we cannot guarantee successful establishment or long-term growth. Moss performance depends on many factors beyond our control, including:
- Sunlight exposure
- Moisture levels
- Water quality
- Soil and surface conditions
- Local climate
- Installation methods
- Ongoing maintenance
For this reason, we are unable to offer refunds for moss that fails to establish after planting.
We’re Here to Help
If you experience issues after installation, please reach out to us. We are happy to review photos, provide troubleshooting guidance, and help determine the cause of the problem.
To help ensure your project’s success, we offer free consultations before and after purchase. If you have any questions about site conditions, moss selection, installation, or care, please contact us.
In certain situations, we may offer replacement material or store credit as a courtesy, but these cases are handled individually and are not guaranteed.
Order Cancellations
Orders may be canceled for a full refund prior to shipment. Once an order has shipped, it cannot be canceled.
Should you require any additional information or assistance regarding our policies or procedures, please contact our customer support team at info@mossandstonegardens.com. We are here to help ensure your experience with Moss and Stone Gardens is enjoyable and hassle-free.