Frequently Asked Questions

Welcome to the Mossdew Help Center. Below you will find answers to common questions about ordering, payment, shipping, product care, and customer support.

If you need personalized assistance, please email support@mossdew.com and include your order number and the email address used during checkout.

Ordering and Payment

How do I apply a promotional code?

Enter your promotional or discount code in the designated field during checkout. On some mobile devices, you may need to open the order summary to locate the discount-code field.

Please confirm that the discount has been applied before completing your payment. If a valid code is not working, contact us before placing your order.

What payment methods do you accept?

The payment methods currently available will be displayed during checkout. Available options may vary depending on your location, device, currency, and the services supported by our payment providers.

Is my payment information secure?

Payments are processed through third-party payment providers using their security systems. Mossdew will never ask you to send your complete payment-card number or security code by email or telephone.

How much does shipping cost?

We offer a flat-rate shipping fee of $5.99 USD per order to eligible destinations.

Your final shipping charge will be displayed during checkout and may differ because of promotional offers, destination restrictions, or special shipping arrangements.

Shipping and Delivery

Do you offer international shipping?

Yes. We ship to eligible international destinations available during checkout. If your destination is unavailable, the checkout page will normally prevent the order from being completed.

How long does order processing take?

Orders generally require approximately 3 business days for preparation and packaging before dispatch.

Orders placed on weekends or applicable public holidays will begin processing on the next business day.

How long does delivery take?

After dispatch, delivery generally takes approximately 10–20 business days.

Including processing time, the estimated total timeframe is approximately 13–23 business days. Customs clearance, carrier delays, severe weather, public holidays, and remote destinations may extend delivery times.

How can I track my order?

Once your order has been dispatched, we will send a shipping confirmation email containing the available tracking number.

You may track the shipment through the carrier’s official website or a universal tracking service such as 17TRACK.

Why is my tracking information not updating?

Tracking information may require approximately 24–72 hours to appear after dispatch. Temporary pauses are also common while parcels move between carrier facilities or pass through customs.

If tracking has shown no movement for more than 7 consecutive calendar days, contact support@mossdew.com with your order number and tracking number.

Will all items in my order arrive together?

Not always. Products may be stored at different fulfillment locations, so a multi-item order may be divided into separate parcels.

Each parcel may have its own tracking number and may arrive on a different date. You will not be charged an additional shipping fee solely because we split the shipment.

Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, VAT, import taxes, brokerage charges, or local clearance fees.

Unless checkout expressly states that these charges are included, applicable import charges are the customer’s responsibility.

Order Changes and Cancellations

Can I change my shipping address?

Address-change requests must be submitted within 12 hours after placing an order.

Email support@mossdew.com immediately with the subject line:

Urgent: Address Change

Include your order number, checkout email address, and complete corrected shipping address.

We will make reasonable efforts to update your order, but changes cannot be guaranteed after fulfillment has begun. If the parcel has already been dispatched, you may also need to contact the carrier directly.

Can I change the product, color, size, or quantity?

Email support@mossdew.com within 12 hours of placing your order with the subject line:

Urgent: Order Change

Include your order number, checkout email address, and the requested changes. Modifications are subject to product availability and cannot be guaranteed after warehouse processing begins.

Can I cancel my order?

Cancellation requests should be submitted within 12 hours after the order is placed.

Orders that have already entered fulfillment or been dispatched may no longer be eligible for cancellation. If we accept a cancellation before shipment, the refund will be issued to the original payment method.

Damaged, Defective, Incorrect, or Missing Items

What should I do if my parcel arrives damaged?

Please contact support@mossdew.com as soon as reasonably possible and provide:

• Your order number.

• A description of the damage.

• Clear photographs or video of the affected product.

• A photograph of the shipping label.

• Photographs of the external and internal packaging.

Keep the product and packaging while we review the claim because the carrier may request additional evidence.

What should I do if my product is defective?

Send your order number, a description of the problem, and clear photographs or video to support@mossdew.com.

Our support team will review the information and determine the appropriate resolution under our applicable return, refund, or warranty terms.

What should I do if I received an incorrect item?

Contact us with your order number and photographs showing the product received, packaging, and shipping label. Please do not discard the product or packaging until our team provides instructions.

What should I do if an item is missing?

First, check whether your order was divided into multiple shipments. Separate tracking numbers may appear in your shipping confirmation emails.

If all parcels have arrived and an item is still missing, email support@mossdew.com with your order number and photographs of the received contents and packaging.

What happens if my package is lost in transit?

A temporary tracking delay does not necessarily mean that a parcel is lost. If the carrier confirms that the shipment was lost before delivery, Mossdew will provide an appropriate resolution, which may include a replacement at no additional shipping cost or a refund where applicable.

What if tracking says “Delivered,” but I cannot find my package?

Please check your mailbox, parcel locker, building reception, delivery area, household members, neighbors, and any other secure locations around the address.

You should also contact the carrier for delivery details or proof of delivery. If the parcel remains missing, contact support@mossdew.com so we can review the available information and assist with a carrier investigation.

Kitchen Products and Product Care

Where can I find product dimensions and material information?

Available dimensions, materials, capacity, and other specifications are listed on the applicable product page. Because measurements may be taken manually, minor measurement differences may occur.

Contact us before ordering if you need clarification about a product specification.

Are all Mossdew products dishwasher- or microwave-safe?

Not necessarily. Suitability depends on the product’s material and construction.

Always review the product page, packaging, label, and included care instructions before placing an item in a dishwasher, microwave, oven, freezer, or other appliance.

How should I care for my kitchen products?

Follow the care instructions provided on the product page, packaging, or product label. Avoid using a product with heat, appliances, chemicals, or cleaning methods that are not specifically identified as suitable.

If you are unsure how to care for an item, contact us with the product name or order number.

Emails and Customer Support

I did not receive my order confirmation. What should I do?

Check your spam, junk, and promotional-email folders first. Also confirm that the email address entered during checkout was correct.

If you still cannot locate the confirmation, contact support@mossdew.com using the email address associated with the order.

When will I receive my tracking email?

Tracking information is normally sent after warehouse processing and carrier dispatch. Please allow approximately 3 business days for order processing before expecting a shipping notification.

How quickly will customer support respond?

We aim to respond to customer inquiries within 1–2 business days. Sending multiple messages about the same request may delay processing, so please keep your order information in one email thread whenever possible.

Customer Support and Company Information

• Brand Name: Mossdew

• Support Email: support@mossdew.com

• Direct Phone Line: +1 801-867-0219

• Service Hours: Monday–Friday | 9:00 AM–6:00 PM (EST)

• Operating Company: Pure Foem INC

• Company Address: 124 Kingsley Ave, Pueblo, CO 81005, United States