FREQUENTLY ASKED QUESTIONS
RETURNS & ORDERS
What is the return policy?
Tools and hardware — like tweezers, containers, and other add-ons — can be returned within 30 days of delivery, unused and in original packaging. Contact us at mossyworldco@gmail.com to start a return, and we'll send you a prepaid Chit Chats return label.
Are any purchases final sale?
Yes — kits, moss, soil, substrate, and other natural or consumable materials are final sale and can't be returned, since they can't be resold once shipped. If something arrives damaged or defective, though, we'll always make it right — just reach out within 48 hours of delivery with photos.
Can I cancel or change my order after placing it?
If your order hasn't shipped yet, contact us as soon as possible at mossyworldco@gmail.com and we'll do our best to accommodate changes or cancellations.
How long do refunds take?
Once your return is received and approved, refunds are issued within 10 business days to your original payment method.
SHIPPING & DELIVERY
When will I get my order?
Orders are processed within 2–3 business days. From there, delivery is 3–7 business days within Canada and 5–10 business days to the U.S., both shipped via Chit Chats.
Where do you ship?
We currently ship across Canada and to the United States. International shipping beyond these two is planned for later this year — sign up for our newsletter to be the first to know.
How much does shipping cost?
Shipping is calculated at checkout based on your location and order size, so you'll see the exact cost before you pay.
My tracking hasn't updated in a few days — is my package lost?
Not necessarily. Chit Chats consolidates shipments and trucks them to a regional hub before they enter the postal network, so it's normal for tracking to show little movement for the first few days.
What if my package is late?
If your order hasn't arrived within 30 days of the estimated delivery date, you're entitled to a full refund — just reach out to mossyworldco@gmail.com.
PRODUCTS & MATERIALS
Where are your products manufactured?
Every kit is hand-packed by us in Plateau Mont-Royal, Montreal. Our moss is sourced from Canadian growers, and materials are chosen thoughtfully from a mix of local and specialty suppliers.
What's included in a Mossy World kit?
Every kit includes a glass container, live moss, substrate, drainage stones, decorative pebbles, a cork bark piece, and step-by-step instructions. Essentials kits give you everything to build from scratch. Themed kits add seasonal figurines and decor. Mystery kits keep it a surprise — you'll know it's a terrarium kit, just not what's inside.
What's the difference between Small, Medium, and Large?
It comes down to container size — Small (4"), Medium (6"), and Large (8") — with more moss, substrate, and decor included as the container grows.
Do I need any tools I don't already have?
No — everything needed to build your terrarium is included. Optional tools like our Terrarium Tweezer and Cork Tamper make placement easier, especially for smaller containers, but they're not required.
How long does it take to build?
Most people finish in about thirty minutes, depending on the kit size and how much you enjoy taking your time with it.
MOSS CARE
Is the moss alive when it arrives?
Yes. Our moss is simply sleeping in a dormant state during packaging and transit — this is normal, not a sign of a problem. One mist and it wakes right up: soft, velvety green, with that rich, damp-forest smell filling the room.
How do I take care of my terrarium moss?
Keep it in indirect light, mist it a few times a week to maintain humidity, and avoid direct sunlight, which can dry it out. Full care instructions are included with every kit.
ORDERING & PAYMENT
What currency are your prices in?
All prices are listed in Canadian dollars (CAD).
Do you charge tax?
Yes — applicable GST/QST is calculated at checkout based on your location.
ABOUT MOSSY WORLD
Where are you based?
We're a small, home-based business in the Plateau Mont-Royal neighborhood of Montreal, Quebec.
Do you offer wholesale or bulk orders?
Not yet, but reach out at mossyworldco@gmail.com if you're interested — we're open to hearing from boutiques and local retailers as we grow.
Still have a question?
Email us anytime at mossyworldco@gmail.com — we read every message ourselves and usually reply within 1–2 business days.
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