Shipping Policy

Shipping Policy

Last Revised: September 13, 2026

Thank you for shopping with Mossdew, operated by Pure Foem INC. This Shipping Policy explains our order-processing procedures, shipping charges, estimated delivery times, tracking process, and how we handle delivery-related issues involving our kitchen and household products.

1. Order Processing and Handling

Orders generally require approximately 3 business days for processing, product preparation, and packaging before being transferred to the shipping carrier.

Business days are Monday through Friday, excluding applicable public holidays. Orders placed on weekends or holidays will begin processing on the next business day.

Processing time is separate from the estimated shipping time shown below.

2. Shipping Rates and Eligible Destinations

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

If we cannot ship to a particular address or destination, you will be notified and any payment collected for the unavailable order will be refunded.

The shipping charge displayed during checkout will control if it differs from the amount stated in this policy because of a promotion, shipping restriction, or special delivery arrangement.

3. Estimated Delivery Time

After an order has been processed and dispatched, delivery generally takes approximately 10–20 business days.

The estimated total time from placing an order to delivery is therefore approximately 13–23 business days, consisting of:

  • Approximately 3 business days for order processing.

  • Approximately 10–20 business days for shipping after dispatch.

These timeframes are estimates and not guaranteed delivery dates. Customs clearance, carrier backlogs, severe weather, peak shopping periods, public holidays, remote destinations, and other circumstances outside our reasonable control may cause delays.

If we learn that we cannot ship an order within the stated processing period, we will notify the customer and provide any options required by applicable law, which may include accepting the delay or canceling the unshipped order for a refund.

4. Customs Duties and Import Charges

International orders may be subject to customs duties, import taxes, VAT, brokerage charges, or local clearance fees imposed by the destination country.

Unless checkout expressly states that these charges are included, customers are responsible for paying applicable import duties, taxes, and clearance fees. Mossdew does not control these charges and cannot determine their amount in advance.

Customs processing may extend the estimated delivery time.

5. Shipment Tracking

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

You may track the shipment through the carrier’s official website or a global tracking service such as 17TRACK. Please allow approximately 24–72 hours after receiving the shipping confirmation for tracking information to appear or update.

The creation of a shipping label does not always mean that the carrier has completed its first physical scan.

6. Multiple-Parcel Shipments

Products from the same order may be stored at different fulfillment locations. To avoid unnecessary delays, an order may therefore be shipped in more than one parcel.

When an order is divided into multiple shipments:

  • Each parcel may arrive on a different date.

  • Separate tracking numbers may be provided.

  • You will not be charged an additional shipping fee solely because we divided the order into multiple parcels.

7. Order Changes, Cancellations, and Address Corrections

Requests to cancel an order, change an item, or correct a shipping address must be submitted within 12 hours after the order is placed.

Email support@mossdew.com with the subject line:

Urgent: Order Amendment

Please include:

  • Your order number.

  • The email address used to place the order.

  • A clear description of the requested change.

  • The complete corrected shipping address, if applicable.

We will make reasonable efforts to process the request, but changes and cancellations cannot be guaranteed after an order has entered fulfillment or been dispatched.

Customers are responsible for checking that their name, address, postal code, telephone number, and other delivery information are accurate before completing checkout.

8. Delivery Attempts and Unclaimed Parcels

If a carrier cannot complete delivery, it may leave a notice, contact you electronically, deliver the parcel to a pickup location, or schedule another delivery attempt.

Customers are responsible for monitoring tracking information and responding to carrier instructions within the carrier’s stated collection period.

If a shipment is returned because of an incomplete or incorrect customer-provided address, refusal of delivery, or failure to collect the parcel, please contact us. Eligibility for reshipment or a refund will be reviewed based on the circumstances, carrier charges, product condition, and applicable law.

Any additional reshipping costs resulting from an incorrect customer-provided address or an unclaimed parcel may be the customer’s responsibility where permitted by law.

9. Delayed or Stalled Tracking

If your shipment appears delayed:

  • Tracking updated within the last 7 calendar days: The parcel is generally still moving through the carrier network. Please continue monitoring the tracking page.

  • No tracking movement for more than 7 consecutive calendar days: Contact us at support@mossdew.com with your order number and tracking number so we can request an investigation from the carrier.

  • Estimated delivery period has passed: Contact us promptly so we can review the shipment status and available resolution.

Carrier investigations may require additional time, and we appreciate your cooperation while the investigation is completed.

10. Lost Shipments

A parcel is not considered officially lost solely because tracking has temporarily stopped updating.

If the carrier confirms that a parcel was lost before delivery, Mossdew will provide an appropriate resolution, which may include:

  • Sending a replacement at no additional shipping charge; or

  • Issuing a refund where required by applicable law or when a replacement is unavailable.

We may request reasonable supporting information before completing the claim.

11. Packages Marked as Delivered

If tracking shows that your parcel was delivered but you cannot locate it, please:

  1. Check the delivery area, mailbox, building reception, parcel locker, and other secure locations.

  2. Ask household members, neighbors, or building staff whether they accepted the parcel.

  3. Confirm that the shipping address on the order is correct.

  4. Contact the carrier for delivery details or proof of delivery.

  5. Contact Mossdew at support@mossdew.com if the package remains missing.

We will assist with the available carrier investigation. A carrier’s delivery confirmation may be considered evidence of delivery, but each claim will be reviewed based on the available information and applicable consumer law.

We recommend reporting a missing delivered parcel as soon as possible.

12. Damaged Parcels or Missing Items

If an order arrives damaged, incomplete, or with missing items, contact support@mossdew.com as soon as reasonably possible.

Please provide:

  • Your order number.

  • A description of the issue.

  • Photographs of the product.

  • Photographs of the shipping label and external packaging.

  • Photographs of any visible damage.

Keep the product and packaging until we finish reviewing the claim, as the carrier may request additional evidence.

13. Fulfillment Locations

Orders may be dispatched from different warehouses, fulfillment providers, or manufacturing partners depending on product availability and the destination address.

The shipping origin of a parcel does not change the identity of the seller or the customer-service contact listed in this policy.

14. Final Shipping Terms

  • Processing and transit estimates are provided in business days.

  • Delivery dates are estimates unless we expressly state that a specific date is guaranteed.

  • Customers must provide complete and accurate delivery information.

  • International customers may be responsible for applicable import charges unless checkout states otherwise.

  • Delivery delays caused by customs, carriers, weather, public holidays, or other events outside our reasonable control may extend the estimated timeframe.

  • Nothing in this Shipping Policy excludes or limits consumer rights that cannot legally be waived.

15. Customer Support and Company Information

For shipping questions or assistance, please contact:

  • Brand Name: Mossdew

  • Email: support@mossdew.com

  • Phone: +1 801-867-0219

  • Operating Company: Pure Foem INC

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

When contacting us about an order, please include your order number and the email address used during checkout.