Shipping & returns

Custom fabricated pieces will be shipped as soon as they are ready, usually 4-10 weeks. Your quote will have an ETA for when you can expect your moss wall. We ship with Fedex ground unless the client chooses otherwise. All of the shipping prices are listed in the quote we provide. Our "Ready to Ship" items will be shipped within 3-5 business days. We use a variety of trusted shipping partners depending on the size and location of its final destination. We ship to the Continental US and Canada. Shipping is calculated at the time of checkout. We will offer a refund if you do not want to pay the extra shipping costs. There are NO RETURNS for custom fabricated pieces. A Custom design means it’s a piece that has been created for your space and is unique to your specifications. It is also a moss wall that we do not offer in our main product line. This includes pieces that are a custom size, even if they are a non customized design. --For non-custom, "Ready to Ship" Items we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase. Along with pictures of the box your item arrived in. To start a return, you can contact us at mary@austinmosscreations.com.

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Please note that returns will need to be sent to the following address:vAustin Moss Creations - 2400 E Cesar Chavez St. Suite 206 Austin, TX 78702 United States

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If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at jay@austinmosscreations.com.

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DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. We will need to work with you to procure the documentation needed to file a claim with the shipping company - which includes photos of the box, wrapping, and damage to the piece caused by the shipping company. If an item is lost in transit, we will work diligently with you to either replace it or offer a refund. Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

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EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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REFUNDS

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.If more than 15 business days have passed since we’ve approved your return, please contact us at mary@austinmosscreations.com.