Asked Questions (FAQ)

Everything You Need to Know About Moss Theory LLC

Welcome to the Moss Theory LLC FAQ page. We have compiled the most common questions received at seller06.etw@gmail.com and via phone at +84943423971 into one comprehensive resource. Whether you are shopping for Men’s Shirts, Women’s Sweatshirts & Sweatpants, Women’s Jackets & Coats, or Women’s Shorts, you will likely find your answer below.

We update this page regularly based on customer feedback. If your question is not answered here, please do not hesitate to contact our support team. We typically respond within 8 business hours.

Category 1: Ordering & Account Questions

1.1 Do I need to create an account to place an order?

No. You can checkout as a guest. Simply add items to your cart, proceed to checkout, and provide your shipping and payment information. However, creating an account (optional) allows you to:

  • Save multiple shipping addresses.

  • View your order history.

  • Track returns more easily.

  • Receive faster checkout on future purchases.

You can create an account after your first purchase using the same email address.

1.2 How do I track my order?

Once your order is shipped (typically within 1-2 business days), you will receive an email from us containing a tracking number and a link to the carrier’s website (USPS, UPS, or DHL). You can also log into your account (if you created one) and view the tracking status under “My Orders.” Allow up to 24 hours after receiving the tracking number for the carrier’s system to update.

If your tracking number shows “Pre-Shipment” or “Label Created” for more than 3 business days, email seller06.etw@gmail.com – there may be a processing delay.

1.3 Can I change or cancel my order after placing it?

Yes, but only within 2 hours of placing the order, and only if the order has not yet been processed by our warehouse at 117 S Lexington St Ste 100, Harrisonville, MO 64701. Email us immediately at seller06.etw@gmail.com with the subject line “CANCEL ORDER – [Order Number]” or “CHANGE ORDER – [Order Number]”. After 2 hours or once the status changes to “Processing,” we cannot guarantee cancellation because the item may already be packed. In that case, you will need to initiate a return after receiving the product.

1.4 I forgot to use a discount code. Can I apply it after ordering?

We can apply a discount code retroactively if you email us within 24 hours of placing the order and the code was valid at the time of purchase. We will refund the difference as store credit (not cash back) to your account. To request this, email seller06.etw@gmail.com with your order number and the discount code. Please note that we cannot apply codes that expired before your order date.

1.5 Why was my order canceled by Moss Theory?

We rarely cancel orders, but when we do, common reasons include:

  • Payment verification failure: Your bank declined the transaction, or Stripe flagged it as potentially fraudulent. You will receive an email asking you to provide additional verification or use a different payment method.

  • Out of stock: Despite our best efforts, an item may sell out between the time you added it to your cart and checkout. We will notify you and offer a replacement or refund.

  • Address issues: The shipping address provided was incomplete, undeliverable, or in a country we do not ship to.

  • Suspected reseller activity: We reserve the right to cancel bulk orders (e.g., 10+ identical items) without explanation if we believe the products are being resold without a wholesale agreement.

If your order was canceled, you will receive a full refund automatically via Stripe within 24 hours.

1.6 Can I order by phone instead of online?

We do not accept phone orders at this time. All orders must be placed through our website mosstheory.online to ensure accuracy, security, and proper record-keeping. However, you may call +84943423971 if you need assistance navigating the site, and we can guide you through the process.

Category 2: Product & Sizing Questions

2.1 How do I find the right size for Men’s Shirts?

Our Men’s Shirts are available in sizes S through XXL (and some styles in XXXL). Please refer to the size chart on each product page. General guidelines:

  • Small: Chest 34-36 inches, neck 14-14.5

  • Medium: Chest 38-40 inches, neck 15-15.5

  • Large: Chest 42-44 inches, neck 16-16.5

  • XL: Chest 46-48 inches, neck 17-17.5

  • XXL: Chest 50-52 inches, neck 18-18.5

Our shirts are tailored fit (slightly slimmer through the torso) unless marked “Classic Fit.” If you prefer a looser fit or are between sizes, we recommend ordering one size up. Fabric content also matters: 100% cotton may shrink slightly (expect 3-5% after first wash), while polyester blends are shrink-resistant.

2.2 What is the fit of Women’s Sweatshirts & Sweatpants?

Our Women’s Sweatshirts are generally relaxed fit or oversized depending on the style. Read the product description for specific fit notes. As a rule:

  • For a true-to-size, slightly loose but not baggy fit, order your usual size.

  • For a very oversized, slouchy look (popular with hoodies), order one size up.

  • For a fitted look (closer to the body), order one size down.

Women’s Sweatpants are typically mid-rise or high-rise with a relaxed leg. If you are between sizes, we recommend sizing up for comfort, especially if you prefer a looser waistband. All sweatpants have an elastic waistband with a drawstring for adjustability.

2.3 How do Women’s Jackets & Coats fit?

Our jackets and coats are designed to be worn over layers (e.g., a Women’s Sweatshirt or a thin sweater). Therefore, they run true to size but with extra room in the chest and shoulders. If you plan to wear only a t-shirt underneath, you could size down. If you plan to wear thick layers, stick with your normal size or size up. Check the specific product page: “Slim fit” jackets will be snugger; “Utility fit” jackets are roomier.

2.4 What is the inseam length for Women’s Shorts?

Inseam varies by style:

  • Standard denim shorts: 3-4 inches (mid-thigh)

  • Athletic shorts: 2.5-3 inches (higher cut for mobility)

  • Bermuda/long shorts: 6-7 inches (above the knee)

Exact measurements are listed in the “Product Details” section on each short’s page. If you are taller (5’8”+), we recommend measuring a pair of shorts you already own and comparing to our size chart.

2.5 Are the fabrics soft? Will they pill?

Yes, we prioritize softness. Our Women’s Sweatshirts use a brushed fleece interior (280-320 GSM) that is soft against the skin. Our Men’s Shirts use either combed cotton (soft and breathable) or moisture-wicking performance fabric (smooth, almost silky). Pilling (small fabric balls) can occur with any fleece or knit after repeated washing and friction. To minimize pilling:

  • Wash inside out in cold water.

  • Use a gentle cycle.

  • Do not wash with rough items (jeans, zippers, towels).

  • Tumble dry low or hang dry.

  • Use a fabric shaver to remove pills if they develop.

Normal pilling is not a defect and is not covered under our return policy. However, excessive pilling after one wash may indicate a manufacturing issue – email us with photos.

2.6 Do you offer plus sizes or extended sizes?

Currently, our size range for Women’s Sweatshirts & Sweatpants goes up to XXL (fits up to women’s 20-22 depending on the cut). For Women’s Jackets & Coats, we offer up to XXL. For Men’s Shirts, we offer up to XXL, with some styles in XXXL. We are actively working to expand our size inclusivity. Please sign up for our newsletter (at the bottom of any page) to be notified when new sizes launch.

2.7 Are the materials sustainable or eco-friendly?

We are committed to reducing our environmental footprint. Currently:

  • Our Men’s Performance Shirts are made from recycled polyester (derived from plastic bottles).

  • Our Women’s Sweatshirts use 50% cotton (from sustainable sources) and 50% polyester.

  • Our packaging is 100% recyclable (poly mailers made from recycled LDPE, and cardboard boxes from FSC-certified sources).

We are not yet 100% organic or fully sustainable, but we are actively transitioning to more eco-friendly suppliers. Follow our journey on our blog.

Category 3: Payment & Billing Questions

3.1 What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover, Diners Club, JCB), as well as Apple Pay and Google Pay. All payments are processed through Stripe, a PCI Level 1 certified payment gateway. We do not accept PayPal, Venmo, Cash App, cryptocurrency, checks, or money orders.

3.2 Is it safe to enter my credit card information on mosstheory.online?

Yes. Your payment information is never stored on our servers. Stripe handles all card data using tokenization and end-to-end encryption. You can verify our security by looking for the padlock icon in your browser’s address bar and the “https://” prefix. We are fully PCI DSS compliant. If you have any concerns, you can also use Apple Pay or Google Pay, which use biometric authentication and do not share your actual card number with us.

3.3 Why was I charged twice?

Sometimes Stripe shows a temporary authorization hold (a pending charge) in addition to the actual charge. This is common with debit cards. The pending hold typically drops off within 3-7 business days and no money is actually taken twice. If both charges fully post to your statement (not just pending), email us at seller06.etw@gmail.com with a screenshot of your statement, and we will void the duplicate immediately.

3.4 Do you charge sales tax?

We collect sales tax on shipments to Missouri (our home state) and any other state where we have economic nexus (determined automatically by Stripe). Tax is calculated based on the shipping address and shown at checkout. If you are tax-exempt (e.g., you have a resale certificate), please email us before placing your order to arrange for tax exemption.

3.5 Do you offer installment payments (Afterpay, Klarna, etc.)?

Not at this time. We are evaluating buy-now-pay-later services, but currently only accept full payment at checkout. However, many credit cards offer their own installment plans (e.g., Chase Pay Over Time, Amex Plan It). You can use those cards normally.

3.6 Can I get an invoice for my purchase?

Yes. After you place an order, Stripe sends a receipt to your email address. If you need a formal tax invoice (with our EIN and full address for business expenses), reply to that receipt email with “REQUEST INVOICE” and we will generate a PDF within 1 business day.

Category 4: Shipping & Delivery Questions

4.1 How long does shipping take?

  • Domestic (USA): 3-7 business days after your order is processed (processing takes 1-2 business days). So total: 4-9 business days from order to delivery.

  • International: 10-20 business days depending on destination and customs clearance. Some countries (Canada, UK, Australia) are faster (7-12 days); others (remote areas) may take up to 25 days.

  • Expedited shipping: We offer USPS Priority Mail (2-3 business days) and UPS Ground (1-5 business days depending on zone) at checkout for an additional fee.

These are estimates, not guarantees. We are not responsible for carrier delays, weather, or customs holds.

4.2 Do you ship internationally? What countries?

Yes, we ship to over 35 countries, including:

  • Canada, United Kingdom, Australia, New Zealand

  • Most European Union countries (Germany, France, Italy, Spain, Netherlands, Belgium, Sweden, Denmark, etc.)

  • Japan, South Korea, Singapore, Malaysia, Hong Kong

  • Mexico, Brazil (limited, may incur high duties)

If your country is not listed at checkout, please email seller06.etw@gmail.com. We may be able to add it. We do not ship to Iran, North Korea, Syria, Cuba, Crimea, or any country subject to US trade sanctions.

4.3 Will I have to pay customs duties or import taxes?

Yes, for international orders, you are responsible for any customs duties, VAT, GST, or handling fees imposed by your country. We do not collect these at checkout. The amount depends on your country’s import thresholds and rates. For example, the UK charges 20% VAT on orders over £135; Canada charges duties based on product category and value. Check with your local customs office before ordering. If you refuse to pay duties and the package is abandoned or returned, we will refund the product price minus original shipping and any return shipping fees.

4.4 My tracking says “Delivered” but I didn’t receive the package. What do I do?

First, check with neighbors, family members, or your building’s front desk. Sometimes carriers mark “Delivered” a day early. Wait 24 hours. If still missing, please:

  1. Contact the carrier (USPS, UPS, or DHL) with your tracking number to open a missing package investigation.

  2. Email us at seller06.etw@gmail.com with your order number and a screenshot of the tracking status.

  3. We will work with the carrier on your behalf. If the investigation confirms the package was lost or misdelivered, we will either reship your order (free) or issue a full refund, at your choice.

Please note that we cannot issue refunds for “Delivered” packages without a carrier investigation, as we must protect against fraud.

4.5 Can I change my shipping address after ordering?

You have a 2-hour window after placing your order to request an address change. Email seller06.etw@gmail.com with “ADDRESS CHANGE – Order #XXXX” in the subject line, and provide the corrected address. After 2 hours or once the order enters “Processing,” the address is locked, and we cannot change it. If the package is returned to us as undeliverable due to an incorrect address, you will be responsible for reshipment fees.

4.6 Do you ship to PO Boxes or APO/FPO addresses?

Yes. We ship to PO Boxes via USPS for domestic orders. For APO/FPO addresses (military), we also use USPS. Please allow additional time (up to 21 days) for APO/FPO deliveries, as they go through military mail forwarding systems. Note that returns from APO/FPO addresses take longer; your 30-day return window is based on the delivery date to your APO address.

Category 5: Returns & Refunds Questions

5.1 What is your return policy?

We offer a 30-day return policy from the date of delivery. Items must be unworn, unwashed, with all original tags attached. Customer pays return shipping for change-of-mind returns. For damaged, defective, or wrong items, we provide a prepaid return label and cover all costs. See our full Refund and Return Policy for details.

5.2 How do I start a return?

Email seller06.etw@gmail.com with “RETURN REQUEST – Order #XXXX” in the subject line. Include:

  • Your name and order number.

  • The item(s) you wish to return.

  • Reason for return.

  • Whether you want a refund, store credit, or exchange.

You will receive a Return Authorization (RA) number and return address within 24 hours. Do not send returns without an RA number – they will be refused.

5.3 How long does a refund take?

Once we receive and inspect your return (3-5 business days after arrival), we process the refund through Stripe within 24 hours. Your bank or card issuer then takes 3-7 business days to post the credit to your account. For international cards or bank transfers, it may take up to 14 business days.

5.4 Can I exchange an item for a different size or color?

Yes, exchanges are free (domestic USA) for the same product. You pay return shipping for the original item, and we ship the new size/color at no additional cost. International exchanges: you pay return shipping, and we pay to send the replacement. To request an exchange, follow the same process as a return but clearly state “EXCHANGE” and the desired size/color.

5.5 Do you refund original shipping charges?

We refund original shipping charges only if the return is due to our error (wrong item, damaged, or defective). For change-of-mind returns, original shipping costs are non-refundable because the shipping service was already performed.

5.6 What if my item is damaged or defective?

Email us within 7 days of delivery with photos of the damage. We will provide a prepaid return label and ship a replacement immediately (or issue a full refund including original shipping costs). Please do not wear or wash a damaged item before contacting us.

Category 6: Account & Privacy Questions

6.1 How do I delete my account?

If you created an account and wish to delete it, email seller06.etw@gmail.com with “DELETE MY ACCOUNT” in the subject line, along with the email address used to register. We will delete your personal information (name, address, saved addresses, order history references) within 30 days, except for transaction records we are legally required to retain for 7 years (tax purposes). Those records will be anonymized.

6.2 Do you sell my personal information to third parties?

No. Moss Theory LLC does not sell, rent, or trade your personal information to third parties for marketing purposes. We share your information only with:

  • Stripe (for payment processing)

  • Shipping carriers (USPS, UPS, DHL) to deliver your order

  • Our warehouse team at 117 S Lexington St to pick and pack your order

  • Legal authorities if required by law

See our Privacy Policy for full details.

6.3 How do I unsubscribe from marketing emails?

Every promotional email we send has an “Unsubscribe” link at the bottom. Click it, and you will be removed from our marketing list immediately. You may still receive transactional emails (order confirmations, shipping updates, return status) because those are necessary for your purchase.

Category 7: Technical & Website Questions

7.1 Why is the website slow or not loading?

Occasionally, our hosting provider experiences high traffic. Try refreshing the page, clearing your browser cache, or using a different browser (Chrome, Firefox, Safari). If the issue persists, email us at seller06.etw@gmail.com with a screenshot and your location. We monitor uptime 24/7; most issues resolve within minutes.

7.2 I see an error at checkout. What should I do?

Common checkout errors:

  • “Payment declined” – Contact your bank or use another card.

  • “Shipping not available to this address” – We may not ship to your country or postal code. Email us to check.

  • “Discount code invalid” – Ensure the code was entered correctly, has not expired, and applies to the items in your cart (some codes are product-specific).

  • “Cart empty after login” – This happens if you added items as a guest then logged in. Add items again.

If you receive a technical error (e.g., white screen, 500 error), email us immediately with the time, browser, and steps you took. We will investigate.

7.3 Do you have a mobile app?

No, we do not have a dedicated mobile app. However, our website is fully responsive and works on all smartphones and tablets. You can add a shortcut to your home screen for quick access.

Category 8: Wholesale & Bulk Orders

8.1 Do you offer wholesale pricing for businesses?

Yes, we offer wholesale discounts for registered businesses (boutiques, teams, corporate gifts) purchasing 20+ units of the same product or 50+ mixed units. Please email seller06.etw@gmail.com with “WHOLESALE INQUIRY” in the subject line, along with your business name, tax ID (if any), and the products you are interested in. We will respond within 3 business days with pricing.

8.2 Can I customize products with my logo?

We do not offer custom printing or embroidery at this time. However, for very large orders (500+ units), we may be able to arrange third-party customization. Email us to discuss.

8.3 Do you offer dropshipping?

No, we do not offer dropshipping services. All orders are shipped from our warehouse at 117 S Lexington St Ste 100, Harrisonville, MO 64701 directly to customers. We do not fulfill orders for third-party sellers.

Category 9: Promotions & Discounts

9.1 How do I get a coupon code?

We occasionally send coupon codes to email subscribers. Sign up for our newsletter at the bottom of any page on mosstheory.online. You can also follow us on social media (links in footer) for flash sales. We do not offer “always-on” generic codes; discounts are seasonal or for specific events.

9.2 Can I use multiple coupon codes on one order?

No, our system allows only one discount code per order. Choose the code that gives you the best savings.

9.3 Do you offer a student or military discount?

Yes, we offer a 10% discount for students (valid .edu email required) and active-duty military (ID verification). Email us at seller06.etw@gmail.com from your .edu address or with a photo of your military ID (you may block the photo and number, just show the name and branch). We will send you a one-time use code. This discount cannot be combined with other offers.

9.4 What is your price match policy?

If you find the exact same product (same brand, model, size, color) from a direct competitor at a lower price within 7 days of your purchase, email us the link and we will refund the difference as store credit. Exclusions: third-party marketplaces (eBay, Amazon Marketplace, Walmart Marketplace), flash sales, clearance items, and membership-only pricing (Costco, Sam’s Club). We do not match prices from non-US retailers due to currency differences.

Category 10: Miscellaneous & General

10.1 Where is Moss Theory LLC located?

Our operational headquarters and fulfillment center is at 117 S Lexington St Ste 100, Harrisonville, MO 64701, USA. This is not a retail store; it is a warehouse and administrative office. However, local customers can arrange will-call pickup by appointment (email us at least 48 hours in advance).

10.2 Can I visit your physical location?

Not without an appointment. We do not have a public showroom. If you live near Harrisonville and wish to pick up an online order, select “Local Pickup” at checkout and then email us to schedule a pickup time (Monday-Thursday, 1 PM – 3 PM). Bring your ID and order confirmation.

10.3 Do you have a physical catalog?

No, we are an online-only retailer. All products are displayed on mosstheory.online with multiple photos and detailed descriptions. We do not print paper catalogs to reduce waste.

10.4 How do I leave a product review?

After receiving your order, we will send you an email inviting you to leave a review. You can also go to the product page on our website and click “Write a Review.” Reviews are moderated for authenticity (we verify that you purchased the item). We do not delete negative reviews as long as they are factual and respectful.

10.5 Do you sponsor athletes or influencers?

We occasionally partner with micro-influencers and athletes in the lifestyle and casual wear space. If you have a following of at least 5,000 engaged followers on Instagram or TikTok, email seller06.etw@gmail.com with “AFFILIATE/SPONSORSHIP” in the subject line, along with your social media handles and engagement metrics. We review all requests but cannot respond to every one.

10.6 How do I report a website issue or security vulnerability?

If you discover a security vulnerability on mosstheory.online, please email us immediately at seller06.etw@gmail.com with “SECURITY REPORT” in the subject line. We take all reports seriously and will work with you to resolve the issue. We do not currently offer bug bounties, but we appreciate responsible disclosure.

10.7 What is your company’s legal name and tax ID?

Our legal name is Moss Theory LLC, registered in the State of Missouri. Our EIN (Employer Identification Number) is available upon request for legitimate business purposes (e.g., tax-exempt purchases). Email us with your request and reason.

Still Have Questions? We’re Here to Help.

We have tried to cover every possible question, but we know that unique situations arise. If you did not find the answer you were looking for, please contact us directly. Our customer service team is available Monday through Friday, 8 AM – 8 PM Central Time (phone hours 10 AM – 4 PM).

Email: seller06.etw@gmail.com
Phone: +84943423971
Website: mosstheory.online
Mail: 117 S Lexington St Ste 100, Harrisonville, MO 64701, USA

We typically respond to emails within 8 business hours. For urgent issues, please call during phone hours. We look forward to serving you and making your Moss Theory experience exceptional.

Moss Theory LLC – Answers you can trust, quality you can feel.