Politique d’expédition

SHIPPING POLICY

Last updated: July 18, 2026

Mossy World
mossyworldco@gmail.com
308-5363 rue Saint-Denis Montréal, QC, Canada H2J 0A8

Thank you for shopping at Mossy World. This policy explains how we ship your order, expected timelines, and what to do if something goes wrong along the way.

BUSINESS DAYS
All processing and delivery estimates in this policy refer to business days — Monday through Friday, excluding statutory holidays in Quebec. Orders placed on weekends or holidays are processed starting the next business day.

PROCESSING TIME
Orders are prepared and shipped within 2–3 business days of purchase. Because each kit is hand-packed with live moss and natural materials, please allow a little extra time during high-volume periods (holidays, Mother's Day, and other seasonal peaks) — up to 5 business days.
You will receive a shipping confirmation email with tracking information as soon as your order leaves our hands.

DOMESTIC SHIPPING (CANADA)
We ship across Canada via Chit Chats. Estimated delivery is 3–7 business days from the shipping date, depending on your location. A tracking number is provided by email once your order ships.

SHIPPING TO THE UNITED STATES
We ship to the United States via Chit Chats. Estimated delivery is 5–10 business days from the shipping date. Any customs duties, import taxes, or brokerage fees charged by U.S. customs are the responsibility of the customer and are not included in your order total.
Chit Chats consolidates Canada-to-US shipments and trucks them to a US hub before entering the US postal network. Because of this, it's normal for tracking to show little or no movement for the first few days after your order ships — this does not mean your package is lost.

CUSTOMS AND CROSS-BORDER SHIPMENTS
All items in your order are declared on the customs invoice with the applicable Harmonized System (HS) code for cross-border shipping. Moss products are declared under HS code 0604.90.30.00. No additional certificates are required for these shipments to cross the border.

INTERNATIONAL SHIPPING
International shipping outside of Canada and the United States will also be handled through Chit Chats, planned for later this year. It is not yet available. Sign up for our newsletter to be the first to know when it launches.

DELAYED DELIVERY
If your order has not arrived within 30 days of the estimated delivery date provided at checkout, you have the right to cancel your order and receive a full refund, in accordance with Quebec's Consumer Protection Act. Contact us at mossyworldco@gmail.com and we'll take care of it.

SHIPPING RATES
Shipping rates are calculated at checkout based on your location and the size/weight of your order.

HOW WE PACKAGE YOUR ORDER
Every kit is hand-packed in a kraft mailer box with a branded wax seal, cushioned with recyclable kraft crinkle paper to protect your glass container and moss during transit. We choose eco-conscious materials wherever possible, in keeping with the natural, sustainable spirit of what's inside. Live moss is packed separately from your glass and hardscape materials to reduce the risk of breakage or crushing in transit.

LIVE MOSS AND FRAGILE ITEMS
Our kits include glass containers and live moss, both of which require careful handling. We package every order with this in mind to minimize the risk of damage during transit. Moss naturally stays dormant while packaged and in transit — this is normal, not a sign of a problem. Once unpacked and placed in a humid environment with indirect light and light misting (per your included care card), your moss will green back up within a few days.
If your kit arrives with visibly cracked glass or moldy moss, contact us within 48 hours of delivery at mossyworldco@gmail.com with photos of the item and its packaging. See our Return and Refund Policy for how we handle these cases.

ORDER TRACKING
Once your order ships, you'll receive a tracking link by email. If your tracking shows no movement for several days or your package appears lost, contact us at mossyworldco@gmail.com and we'll help investigate with the carrier.

SHIPPING DELAYS
Delivery estimates are provided by our carriers and are not guaranteed. Mossy World is not responsible for delays caused by the carrier, customs processing, weather events, or other circumstances outside our control. Once a package is handed off to the carrier, risk of loss or damage in transit is subject to the carrier's own terms, though we're always here to help if something goes wrong.

INCORRECT SHIPPING ADDRESSES
Please double-check your shipping address at checkout. We are not responsible for orders delayed, lost, or misdelivered due to an incorrect or incomplete address provided by the customer. If you notice an error shortly after placing your order, contact us immediately at mossyworldco@gmail.com and we'll do our best to correct it before the order ships.

QUESTIONS
For anything shipping-related, reach us anytime at mossyworldco@gmail.com.