Shipping Policy
The short version
- Free shipping on every order, with no minimum
- We ship within the United States, including Alaska and Hawaii
- Orders typically arrive within 2–3 weeks
- You'll get a tracking number by email as soon as your order ships
1. Where we ship
We currently ship within the United States only, including Alaska, Hawaii and US territories. We don't ship internationally yet.
We can't deliver to PO boxes for larger items. If you only have a PO box, email us before ordering and we'll tell you honestly whether we can get it to you.
2. What it costs
Shipping is free on every order. There's no minimum spend and no surcharge at checkout — the price you see on the product page is the price you pay, plus any sales tax that applies in your state.
3. How long it takes
Orders typically arrive within 2–3 weeks of being placed.
We'd rather tell you that plainly than quote you three days and disappoint you. Here's what those weeks are actually made of:
- Processing: we hand your order to the warehouse within 24 hours
- Dispatch and transit: the rest of the window
We don't offer an expedited option, because we'd only be selling you a promise we don't control.
4. Tracking
When your order ships, we email you a tracking number and a link. It goes to the address you used at checkout — check your spam or promotions folder if it hasn't appeared.
Tracking often shows nothing for the first day or two. A tracking number is created when the label is printed, not when the parcel moves, so the page can look empty until the carrier scans it into their network. This is normal and resolves on its own.
More detail on our Track Order page.
5. Orders with more than one item
If you order several items they may arrive separately, sometimes on different days. That's normal and you're never charged more than once for shipping.
6. If something goes wrong
If your order hasn't arrived within 3 weeks, email support@mosswellhome.com with your order number and we'll trace it with the carrier. You don't have to chase them yourself.
If tracking says delivered but nothing arrived, check with anyone else at the address and anywhere a driver might leave a parcel out of the weather. If it hasn't surfaced within 3 business days, tell us — we'll open an enquiry, and if it's genuinely lost we'll replace it or refund you.
If it arrives damaged, send us a photo within 30 days. See our Return Policy — there's nothing to post back.
7. Address changes
Email us straight away. If the order hasn't shipped we can usually fix it; once it's with the carrier, we can't.
Contact
support@mosswellhome.com — we reply within 1 business day, Monday to Friday, and a person reads it.