Refund policy

Return & Refund Policy

Our products are perishable, refrigerated food items. For safety and quality reasons, all sales are final and we do not accept returns or exchanges.

We take great care to ship every order with ice packs and proper insulation to keep it cold in transit.

Damaged or spoiled in transit
If your order arrives broken or spoiled due to a shipping failure on our end, contact us within 24 hours of delivery at contact@thevitalmoss.com with your order number and clear photos. We'll review it and, if approved, send a replacement or issue a refund.

What we can't cover
Because this is a perishable product, we can't be responsible for issues outside our control once the package is delivered, including missed or refused deliveries, packages left unretrieved after arrival, incorrect or incomplete shipping addresses, or carrier or weather-related delays. Please make sure someone is available to refrigerate your order promptly on the delivery date.

Refunds
Where a refund is approved, it's issued to your original payment method. Please allow 5–10 business days for it to appear.

Questions? Email contact@thevitalmoss.com — we're glad to help.