Shipping Policy

Our Promise to Deliver

At Moss Theory LLC, we understand that waiting for your order is both exciting and, at times, anxiety-inducing. You have trusted us with your hard-earned money, and in return, we trust you with our reputation. That is why we have built a shipping infrastructure that prioritizes speed, accuracy, and transparency. Whether you ordered a crisp Men’s Shirt, a cozy Women’s Sweatshirt or Sweatpants, a stylish Women’s Jacket or Coat, or breathable Women’s Shorts, we want your package to arrive as quickly as if we handed it to you personally from our fulfillment center at 117 S Lexington St Ste 100, Harrisonville, MO 64701.

This Shipping Policy is designed to answer every possible question about how we get your products from our warehouse to your doorstep. Please read it carefully before placing an order. By completing a purchase on mosstheory.online, you automatically agree to the terms outlined below. If you have any questions not covered here, our customer service team is available at seller06.etw@gmail.com or by phone at +84943423971.

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Section 1: Order Processing Time

Before your order even reaches a carrier, it must be processed by our warehouse team. Processing includes: receiving your order from Stripe, verifying payment, checking inventory, picking the items from our shelves, quality inspection, folding and packing, labeling, and staging for carrier pickup.

1.1 Standard Processing Time

• Domestic orders (USA): 1 to 2 business days (Monday through Friday, excluding US federal holidays).

• International orders: 1 to 3 business days (slightly longer due to customs documentation and packing for international transit).

Example: If you place an order on Monday at 10 AM Central Time, it will likely be processed and shipped by Tuesday or Wednesday. If you place an order on Friday at 6 PM, processing will begin the following Monday (since weekends are not business days for our warehouse team).

1.2 Order Cutoff Time

Our warehouse at 117 S Lexington St processes orders in batches. The cutoff time for same-day processing (on business days) is 12:00 PM Central Time. Orders placed before noon Central Time may be shipped the same day if volume is low, but we guarantee only the 1-2 business day window, not same-day shipping.

1.3 Peak Season Processing

During peak shopping periods (November 15 – January 15, Black Friday, Cyber Monday, and major sales events), processing times may extend to 3-5 business days. We will post a banner on the website when delays are expected. Please plan accordingly for holiday gifts.

1.4 Order Verification Delays

Occasionally, our fraud prevention system (Stripe Radar) flags an order for manual review. If this happens, you will receive an email from seller06.etw@gmail.com requesting additional verification (e.g., a photo of your ID and the last 4 digits of your card). Processing will be paused until you respond. This adds 1-2 business days but protects you from unauthorized charges.

1.5 Partial Shipments

If you order multiple items and one is out of stock or backordered, we may split your order into two shipments. You will not be charged extra shipping for the second shipment. You will receive separate tracking numbers for each package. If only part of your order ships, the remainder will ship as soon as it is available.

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Section 2: Domestic Shipping (Within the United States)

We ship to all 50 US states, including Alaska, Hawaii, and US territories (Puerto Rico, Guam, US Virgin Islands, etc.). We also ship to APO/FPO/DPO military addresses via USPS.

2.1 Domestic Carriers

We use a combination of carriers depending on package weight, dimensions, and destination zone:

• USPS (United States Postal Service) – Preferred for lightweight packages (under 2 lbs), PO Boxes, and APO/FPO addresses.

• UPS (United Parcel Service) – Preferred for heavier packages (over 2 lbs) and faster delivery times.

• DHL eCommerce – Occasionally used for domestic shipping when it offers better transit times to certain regions.

You cannot choose your carrier; we select the most efficient option at the time of shipping. However, you can choose the service level (Standard, Expedited, or Overnight) as described below.

2.2 Domestic Shipping Options & Costs

Shipping costs are calculated at checkout based on the total weight of your order and the shipping method you select. Below are typical rates and transit times (after processing).

Free Standard Shipping: Automatically applied to any domestic order with a subtotal of **$75 or more** (after discounts, before taxes). Free shipping applies only to Standard service. If you choose Expedited or Express, you pay the full rate even if your order exceeds $75.

2.3 Shipping to Alaska, Hawaii, and US Territories

• Alaska & Hawaii: Standard shipping takes 7-12 business days. Expedited is available but more expensive (rates calculated at checkout). We cannot guarantee 2-day delivery due to limited air freight.

• Puerto Rico, Guam, US Virgin Islands: Treated similarly to Alaska/Hawaii. Standard shipping 7-14 business days via USPS. No expedited options.

• APO/FPO/DPO: We ship via USPS Priority Mail to military addresses. Transit time is typically 10-21 business days depending on the military handling facility. Tracking may show “Departed” and not update until arrival at the APO. This is normal.

2.4 Delivery Attempts & Re-Delivery

• USPS: If you are not home, USPS may leave the package in your mailbox, on your porch, or at your local post office for pickup (a notice will be left).

• UPS: UPS will attempt delivery three times. After three failed attempts, the package is returned to us. You may also request to have the package held at a UPS Access Point (e.g., local CVS or Michaels) via UPS My Choice.

• Signature Requirement: We do not require a signature for packages under $200. For orders over $200, we may require an adult signature. You will be notified at checkout.

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Section 3: International Shipping

Moss Theory LLC proudly serves customers around the world. As of 2026, we ship to over 35 countries across North America, Europe, Asia, Australia, and South America (limited). Please read this section carefully if you are ordering from outside the United States.

3.1 Countries We Ship To (Current List)

• North America: Canada, Mexico (limited, see below)

• Europe: United Kingdom, Germany, France, Italy, Spain, Netherlands, Belgium, Switzerland, Austria, Sweden, Denmark, Norway, Finland, Ireland, Portugal, Poland, Czech Republic, Hungary

• Asia: Japan, South Korea, Singapore, Malaysia, Hong Kong, Taiwan, Thailand, Vietnam (limited)

• Oceania: Australia, New Zealand

• South America: Brazil (only to major cities, high duties may apply)

If your country is not listed, please email seller06.etw@gmail.com. We are constantly adding new destinations. However, we do not ship to countries under US sanctions (Iran, North Korea, Syria, Cuba, Crimea, etc.).

3.2 International Carriers

We primarily use:

• DHL Express – Preferred for speed (3-7 business days) and reliability, but expensive.

• USPS International (First Class Package International or Priority Mail International) – More economical, but slower (10-20 business days) and tracking may be limited once the package leaves the US.

• UPS Worldwide – Used for heavier packages or when DHL is not available.

You will see the carrier and estimated delivery time at checkout. For most international orders, we use USPS International as the default due to cost. If you need faster delivery, please contact us before ordering to arrange DHL Express (additional charges apply).

3.3 International Shipping Costs

International shipping costs are calculated at checkout based on:

• Weight of the package (actual or dimensional weight)

• Destination country

• Carrier selected (USPS is cheaper; DHL is faster but more expensive)

Typical range: $15 – $45 for standard USPS International. DHL Express ranges from $30 – $80 depending on destination and weight.

Free shipping is NOT available for international orders, regardless of order value.

3.4 Estimated International Transit Times (after processing)

These are estimates. Customs clearance can add days or weeks. We cannot guarantee delivery dates for international orders.

3.5 Customs, Duties, and Taxes (Very Important)

You are responsible for all import fees. When you order from Moss Theory LLC, your package will cross an international border. Your country’s customs agency may assess:

• Import duties (tariffs based on product category and value)

• Value Added Tax (VAT) or Goods and Services Tax (GST)

• Handling fees (charged by the carrier for customs brokerage)

We do not collect these fees at checkout. They are collected by your local postal service or courier upon delivery. If you refuse to pay these fees, the package will be returned to us. In that case, we will refund the product price minus original shipping costs and any return shipping fees charged to us (typically $15-$30). We strongly recommend researching your country’s import rules before ordering.

Examples:

• UK: For orders under £135, no VAT is collected at checkout, but you may still pay a handling fee. For orders over £135, you will pay 20% VAT plus a handling fee (typically £8-£12).

• Canada: Duties vary by product. Many clothing items are duty-free under CUSMA, but you may pay GST/HST (5-13%) plus a handling fee (CAD $10-$20).

• Australia: For orders under AUD $1000, no GST is collected (but this threshold may change). Over AUD $1000, you will pay 10% GST plus a handling fee.

We cannot undervalue packages or mark them as “gift” to avoid customs fees – that is illegal and we will not do it.

3.6 International Tracking

USPS International provides tracking within the US and sometimes limited tracking after the package leaves. Once the package arrives in your country, you may need to use your local postal service’s tracking system (e.g., Canada Post, Royal Mail, Australia Post) with the same tracking number. DHL Express provides end-to-end tracking with detailed scans.

If your tracking shows no updates for 10+ days, please email us. We can open an inquiry with the carrier.

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Section 4: Lost, Stolen, or Damaged Packages

Despite our best efforts and the reliability of our carriers, problems can occur. Here is how we handle each scenario.

4.1 Lost Packages (Tracking Shows No Movement)

If your tracking number shows no updates for 10 consecutive business days (domestic) or 20 consecutive business days (international) after the last scan, please contact us at seller06.etw@gmail.com. We will:

1. Verify with the carrier that the package is indeed lost.

2. File a missing package claim on your behalf.

3. Once the claim is acknowledged (usually 5-10 business days), we will either:

   • Reship your order at no cost to you (if the items are still in stock), OR

   • Issue a full refund (including original shipping costs) if the items are out of stock.

We will not issue refunds or replacements earlier than the above timeframes because carriers often locate and deliver “stuck” packages after a delay.

4.2 Lost Packages (Tracking Shows “Delivered” But You Didn’t Receive It)

This is the most stressful scenario. Please follow these steps:

Step 1: Check with neighbors, family members, building management, or any secure package locker (e.g., Amazon Hub, Luxer One). Sometimes carriers place packages in unusual locations.

Step 2: Wait 24-48 hours. Carriers occasionally mark a package as “Delivered” a day or two early to meet performance metrics.

Step 3: Contact the carrier directly with your tracking number:

• USPS: 1-800-ASK-USPS

• UPS: 1-800-742-5877

• DHL: 1-800-225-5345

Step 4: If the carrier confirms the package was misdelivered or lost, file a claim with them. Then email us the claim number and any documentation. We will work with the carrier on your behalf. If the carrier accepts liability, we will reship or refund.

Step 5: If the carrier denies liability (e.g., they claim they delivered correctly and GPS shows your address), we may still offer a one-time courtesy replacement or 50% refund at our discretion for loyal customers. However, we are not legally obligated to cover stolen packages after delivery. We strongly recommend having packages delivered to a secure location or using a mailbox service.

4.3 Packages Returned to Sender (RTS)

If a package is returned to our warehouse at 117 S Lexington St because:

• The address was incorrect or incomplete (your error),

• You refused delivery (e.g., customs fees), or

• The carrier could not deliver after multiple attempts,

You will have two options:

1. Reshipment: Pay a reshipment fee equal to the original shipping cost (domestic) or a reduced fee for international (usually $10-$20). We will ship the same items again.

2. Refund minus fees: We will refund the product price minus original shipping costs and a $5 restocking fee (to cover our labor). No refund of shipping.

We will hold returned packages for 30 days. After 30 days without response, items are donated and no refund issued.

4.4 Damaged in Transit

If your package arrives with visible damage to the outer box or poly mailer, and the product inside is damaged, please:

• Take photos of the packaging and the damaged product before opening or after opening carefully.

• Email seller06.etw@gmail.com within 7 days of delivery with the photos and your order number.

• Do not throw away the original packaging – carriers may need to inspect it.

We will provide a prepaid return label, and upon receipt, we will either send a replacement (free) or issue a full refund including original shipping costs.

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Section 5: Shipping Confirmation & Tracking

5.1 How You Receive Tracking

Once your order is processed and a shipping label is created, you will receive an automated email from seller06.etw@gmail.com (or via Stripe’s notification system) containing:

• Your order number

• Carrier name

• Tracking number (clickable link)

• Estimated delivery date (carrier’s estimate, not a guarantee)

5.2 Tracking Updates

Tracking numbers typically become active within 24 hours of label creation. If your tracking number shows “Label Created, Not Yet in System” for more than 2 business days, it may mean the carrier missed the initial pickup scan. Please wait another 24 hours; the next scan will usually appear at a sorting facility. If not, contact us.

5.3 SMS or Text Notifications

We do not currently offer SMS shipping alerts. However, you can sign up for carrier-specific notifications (e.g., UPS My Choice, USPS Informed Delivery) using your tracking number.

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Section 6: Shipping Restrictions & Prohibited Items

6.1 Address Restrictions

We do not ship to:

• P.O. Boxes via UPS (USPS can deliver to P.O. Boxes). If you provide a P.O. Box, we will automatically use USPS.

• Certain remote locations where carriers charge exorbitant fees (e.g., some islands in the Pacific). If your address is flagged at checkout, you will see an error message.

6.2 Prohibited Items (Not Applicable to Our Products)

Our products are standard apparel and are not restricted. However, some countries restrict imports of certain fabrics or dyes. It is your responsibility to ensure your country allows importation of textile products.

6.3 Hazardous Materials

We do not ship any hazardous materials. Our apparel is safe for all carriers.

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Section 7: Shipping Costs for Returns & Exchanges

7.1 Return Shipping (Customer’s Fault)

If you are returning an item for any reason that is not our error (e.g., wrong size, changed mind, didn’t like color), you are responsible for return shipping costs. You may:

• Use your own carrier (we recommend USPS or UPS with tracking).

• Purchase a discounted return label from us (deducted from refund). The cost is typically $6.99 for domestic returns under 1 lb, $8.99 for 1-3 lbs.

7.2 Exchange Shipping (Our Error)

If we sent you the wrong item or a defective product, we provide a prepaid return label and ship the replacement at no cost to you (domestic). For international exchanges, we cover return shipping up to $25; you pay any excess.

7.3 Lost Return Packages

If you ship a return using your own carrier and the package is lost, we cannot issue a refund unless you provide proof of delivery to our address. Always purchase tracking and insurance. If you use our prepaid label, we assume liability once the carrier scans the package.

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Section 8: Special Shipping Scenarios

8.1 Shipping to Hotels or Temporary Accommodations

We can ship to hotels, Airbnbs, or temporary addresses. Please include the hotel name and your check-in/out dates in the address line 2. Note that we cannot guarantee delivery times. If the package arrives after you leave, it is your responsibility to make arrangements with the hotel.

8.2 Gift Shipping

When you purchase a gift and ship directly to the recipient, the packing slip will include the recipient’s name but will not show the price. You may also include a gift message at checkout (text box). Returns for gifts are handled as store credit to the recipient (see Return Policy).

8.3 Shipping to Multiple Addresses

Our system does not support splitting a single order into multiple shipping addresses. If you need to send items to different addresses, please place separate orders.

8.4 Will-Call Pickup (Local Pickup)

If you live near 117 S Lexington St Ste 100, Harrisonville, MO 64701, you may select “Local Pickup” at checkout. There is no shipping fee. After placing your order, email seller06.etw@gmail.com to schedule a pickup time (Monday-Thursday, 1 PM – 3 PM, excluding holidays). Please bring your ID and order confirmation. We will hold your order for 14 days; after that, it will be returned to inventory and refunded minus a $5 restocking fee.

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Section 9: Frequently Asked Shipping Questions

Q1: Can I upgrade my shipping method after placing an order?

Yes, within 2 hours of placing the order and before the order is processed. Email seller06.etw@gmail.com with “UPGRADE SHIPPING – Order #XXXX”. We will send a Stripe payment link for the difference in cost. After 2 hours or once processed, we cannot upgrade.

Q2: Why is my international order taking so long?

International shipping involves multiple handoffs and customs clearance. Customs can hold packages for days or even weeks for random inspection. Additionally, your local postal service may be slower than US carriers. Please be patient. If 30 business days have passed since shipment, contact us.

Q3: Do you offer insurance on packages?

All orders are automatically insured by the carrier up to $100 (USPS) or $100 (UPS) for domestic. For domestic orders over $100, we purchase additional insurance at no cost to you. For international orders, insurance is limited to $100 unless you request additional insurance (you pay extra). Email us before ordering to add insurance.

Q4: Can I change my shipping address after the order has shipped?

No. Once a package is with the carrier, the address cannot be changed. You may be able to redirect the package using carrier services (e.g., UPS My Choice, USPS Package Intercept) for a fee. We are not responsible for redirection fees or failed redirections.

Q5: What happens if I am not home for delivery?

• USPS: Package may be left in a safe place (porch, mailbox) or a notice left for pickup at the post office.

• UPS: Three attempts, then returned to sender.

• DHL: Usually leaves with a neighbor or at a DHL Service Point.

If you know you will be away, we recommend shipping to a work address or using UPS My Choice to hold at a pickup location.

Q6: Do you ship on weekends?

Our warehouse does not process or ship orders on Saturday or Sunday. However, carriers may deliver on Saturdays (USPS and UPS Ground) but not Sundays (except Amazon). Overnight Saturday delivery is available at extra cost – contact us.

Q7: My tracking says “Delivery Exception.” What does that mean?

A delivery exception is a generic term for a delay. Common reasons: weather, vehicle breakdown, incorrect address, or customer not available. Check the carrier’s website for details. If the exception is due to an address issue, contact the carrier immediately to correct it.

Q8: Do you offer carbon-neutral shipping?

Not yet, but we are exploring partnerships with offset programs. For now, we minimize packaging waste and use recyclable materials.

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Section 10: Contact Us About Shipping

If you have any shipping-related questions, concerns, or need to report a lost or damaged package, please contact us with your order number ready.

Email: seller06.etw@gmail.com (preferred for tracking issues)
Phone: +84943423971 (weekdays 10 AM – 4 PM Central Time)
Mail (for returns only, after obtaining RA):
Moss Theory LLC – Shipping/Returns
117 S Lexington St Ste 100
Harrisonville, MO 64701
USA

When emailing about a shipping issue, please include:

• Your order number

• The full name on the order

• Tracking number

• A clear description of the issue

• Photos (if damage or incorrect delivery)

We typically respond within 8 business hours. For urgent shipping issues (e.g., address correction within 2 hours of order), please call during phone hours.

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Section 11: Legal Disclaimer

Moss Theory LLC is not responsible for:

• Delays caused by carriers, weather, natural disasters, strikes, or pandemics (force majeure).

• Lost or stolen packages after delivery confirmation by the carrier.

• Customs delays, seizures, or additional fees imposed by your country.

• Incorrect addresses provided by you.

Our liability for shipping errors is limited to refunding or replacing the product as described above. We do not refund shipping costs for delays or for change-of-mind returns.

This Shipping Policy is governed by the laws of the State of Missouri. By ordering from mosstheory.online, you agree to this policy.

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Section 12: Updates to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our practices, carrier rates, or legal requirements. The most current version will always be posted on this page, with the “Last Updated” date at the bottom. Significant changes will be announced via email to customers who have opted in.

Last Updated: June 10, 2026

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Thank you for choosing Moss Theory LLC. We are committed to getting your order to you as quickly and safely as possible. From our warehouse at 117 S Lexington St Ste 100, Harrisonville, MO 64701 to your doorstep – we appreciate your business.

Shop with confidence at mosstheory.online