FAQs

**1. Where do you ship?**
Currently, we ship only within the United States.
 
**2. How long does shipping take?**
Orders are processed in 1–2 business days and typically arrive within 3–5 business days after that — so 4–7 business days total from order to delivery.
 
**3. Do you offer expedited shipping?**
Not at this time. All orders ship using standard shipping.
 
**4. Is shipping free?**
Yes Free US Shipping — 100% free delivery.
 
**Tracking**
 
**5. How do I track my order?**
You'll receive a tracking number by email once your order ships. Allow up to 24 hours for it to become active.
 
**6. My tracking hasn't updated in a few days — what should I do?**
This is usually temporary. If it's been more than 3 business days with no movement, contact support@mossbury.shop and we'll look into it.
 
**7. My tracking shows "delivered" but I don't have my package.**
Check with neighbors and your building office first. If you still can't locate it after 24–48 hours, email us within 7 days and we'll help resolve it.
 
**Returns & Refunds**
 
**8. What's your return window?**
90 days from the date you receive your order.
 
**9. Do I have to pay for return shipping?**
Only if you're returning an item for a reason other than a defect. If your item arrived damaged, defective, or incorrect, we cover return shipping in full.
 
**10. How long do refunds take?**
Once we receive your return, refunds are processed within 10 business days to your original payment method.
 
**11. Can I exchange an item instead of returning it?**
Yes — email support@mossbury.shop and we'll help arrange an exchange, subject to availability.
 
**12. What items can't be returned?**
Final Sale items, gift cards, and items that have been assembled or used.
 
**Payments**
 
**13. What payment methods do you accept?**
Visa, Mastercard, Apple Pay, and Google Pay.
 
**14. What currency are prices listed in?**
All prices are in US dollars (USD).
 
**15. Is my payment information secure?**
Yes. We never store your full card details — payments are handled through secure, PCI-DSS compliant processors.
 
**Order Changes & Cancellations**
 
**16. Can I cancel my order?**
Yes, free of charge, as long as it hasn't shipped yet. Contact us as soon as possible at support@mossbury.shop or +1 916-821-9866.
 
**17. Can I change my shipping address after ordering?**
If your order hasn't shipped yet, yes — contact us right away and we'll update it.
 
**Delivery Issues**
 
**18. My order arrived damaged. What now?**
Email support@mossbury.shop within 7 days with your order number and a photo. We'll send a free replacement or issue a full refund.
 
**19. I received the wrong item.**
Contact us right away — we'll cover return shipping and send the correct item at no extra cost.
 
**Product Questions**
 
**20. Do Duffel Bags and Pouches may feature slight variations in color, texture, stitching details, or hardware finish. These minor differences are a natural part of the manufacturing process and help make each item unique. Slight variations from product photos are normal and are not considered defects.