We Are Here for You

Your Direct Line to Premium Support

At Moss Theory LLC, we believe that exceptional fashion deserves exceptional customer service. Unlike large, impersonal retailers that hide behind automated chatbots and outsourced call centers, we offer a direct, human, and empathetic support experience. Whether you have a question about sizing on our Women’s Sweatshirts, need help tracking an international order for Men’s Shirts, or want to initiate a return for a Jacket or Coat, our team is standing by.

We have designed multiple contact channels to suit your preferences. Every message, email, or phone call is treated as a priority. Below you will find every way to reach our operational headquarters at 117 S Lexington St Ste 100, Harrisonville, MO 64701, as well as detailed guidance on what to expect when you reach out.

1. Quick Contact Information

For your convenience, here are our official contact details. Please copy them accurately.

Important Note on Phone Numbers: Our phone number is listed as +84943423971. This is our official customer service line. Please do not add or remove any country codes. Dial exactly as shown. We are aware that this is an international format; we service both US and international customers from this line.

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2. Email Support (Preferred Method for Complex Issues)

Email is our strongly preferred method of contact for several reasons: it creates a written record, allows you to attach photos (essential for return or damage claims), and lets our team investigate thoroughly before responding.

Primary Email Address

seller06.etw@gmail.com

When to Use Email

• Order Inquiries: You have not received a tracking update, or the tracking shows “delivered” but you do not have the package.

• Returns & Refunds: You wish to return a product. Please include your order number and photos of the item if damaged.

• Product Questions: You need detailed measurements (beyond our size chart) for a Women’s Jacket or Men’s Shirt.

• Wholesale & Bulk Orders: You represent a boutique or business wanting to carry Moss Theory products.

• Partnerships & Press: Bloggers, influencers, or media outlets seeking collaboration.

• Technical Issues: Problems with checkout on mosstheory.online, payment failures via Stripe, or discount code errors.

How to Write an Effective Email

To help us resolve your issue in the fastest possible time (often under 4 hours), please follow this template:

Subject Line Format: [Issue Type] – Order # (if applicable) – Your Name

Examples:

• “RETURN – Order #MT10234 – Jane Doe”

• “DAMAGED – Order #MT10567 – John Smith (Women’s Coat)”

• “SIZING – Men’s Shirt SKU MS401”

Body should include:

1. Your full name (as on the order).

2. Order number (found in your confirmation email from Stripe).

3. Clear description of the issue (e.g., “The Women’s Sweatpants size M fit tightly in the thighs”).

4. Attachments (photos of damage, packaging, or label).

5. Desired resolution (refund, exchange, store credit, or replacement).

Response Time Guarantee for Email

• Monday to Friday (excluding US federal holidays): Within 8 business hours.

• Weekends (Saturday & Sunday): Within 24 hours.

• Peak seasons (November–January): Up to 36 hours, but we strive for faster.

We proudly maintain a 98% first-response resolution rate. That means most customers get their problem solved in the very first email reply.

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3. Phone Support: When You Need a Human Voice

For urgent issues or if you simply prefer speaking to a real person, we offer phone support during limited hours. Because our team is small but highly trained, we recommend using phone for critical, time-sensitive matters only.

Phone Number

+84943423971

Best Times to Call (Central Time Zone – CST/CDT)

• Monday – Friday: 10:00 AM to 4:00 PM (Central Time)

• Saturday: Closed

• Sunday: Closed

Note: If you call outside these hours, please leave a voicemail with your name, order number (if any), and callback number. Our system transcribes voicemails to email, and we will respond within 4 hours (if within business hours) or the next business day.

What Phone Support Can Help With

• Immediate order cancellations (if the order was placed within the last 2 hours and has not yet been processed by our warehouse at 117 S Lexington St).

• Payment issues related to Stripe, Apple Pay, or Google Pay failing at checkout.

• Delivery exceptions (e.g., a carrier marked “address undeliverable” and you need to redirect).

• Urgent address changes (must be requested within 1 hour of order placement).

What Phone Support Cannot Do

• Design consultations (please email for detailed product advice).

• Price negotiations (our pricing is final and transparent).

• Order status for orders older than 30 days (those records require email verification for security).

International Callers

If you are calling from outside the United States, please ensure your international dialing plan includes calls to Vietnam (+84) as our number is routed through an international virtual system. Standard international rates apply per your carrier. For international customers, we strongly recommend using seller06.etw@gmail.com to avoid long-distance charges.

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4. Physical Address & Warehouse Information

We maintain a physical operational headquarters and fulfillment center. While this is not a public retail store, customers are welcome to arrange will-call pickup by prior appointment.

Official Address

Moss Theory LLC
117 S Lexington St Ste 100
Harrisonville, MO 64701
United States of America

What You Can Do at This Address (By Appointment Only)

• Will-Call Pickup: If you live near Harrisonville, you can select “Local Pickup” at checkout. Then email seller06.etw@gmail.com to schedule a pickup time (Monday–Thursday, 1 PM – 3 PM). Bring your order confirmation and a government-issued ID.

• Returns Drop-Off: Instead of shipping a return, you may drop off the item in person. Please email first to confirm we are expecting you.

• Lost & Found: If a package is returned to us as undeliverable, it will be held at this address for 30 days. Contact us to reclaim it.

What This Address Is NOT

• Not a retail showroom: You cannot browse products or try on items here. All sales are online via mosstheory.online.

• Not a public customer service desk: All support is handled via email/phone. Walk-ins without an appointment will be directed to contact us digitally.

• Not a corporate headquarters for media: For press visits, please email first to schedule.

Directions & Landmarks

From Kansas City (approx. 45 minutes south):

• Take I-49 South to Exit 157 (MO-2 East).

• Turn left onto S Commercial St, then right onto E Wall St, then left onto S Lexington St.

• We are in Suite 100 of the red-brick building on the west side of the street. Look for the small “Moss Theory” sign.

Parking: Free street parking is available directly in front of the building.

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5. Online Contact Form (Via mosstheory.online)

We also provide a secure, embedded contact form directly on our website for those who prefer not to open their email client. Visit mosstheory.online/contact (or click “Contact Us” in the footer).

Form Fields

• Full Name (required)

• Email Address (required – we will reply to this address)

• Order Number (optional but highly recommended)

• Subject (dropdown: Returns, Shipping, Product Info, Billing, Other)

• Message (text box, max 2,000 characters)

• Attachment (upload up to 3 images, max 5MB total)

After Submitting the Form

You will receive an automated confirmation email within 5 minutes. A human agent will respond within the same timeframes as email (see Section 6 below). The contact form is simply another interface to our seller06.etw@gmail.com inbox, so response quality is identical.

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6. Business Hours & Response Time Guarantee (Detailed)

Transparency about our availability builds trust. We do not claim 24/7 support because we believe in work-life balance for our team. However, when we are working, we work fast.

Customer Support Calendar

US Federal Holidays Observed (Support Closed):

• New Year’s Day (Jan 1)

• Memorial Day (last Monday May)

• Independence Day (July 4)

• Labor Day (first Monday September)

• Thanksgiving Day (fourth Thursday November)

• Christmas Day (Dec 25)

Response Time Guarantee

• Standard email: Within 8 business hours (e.g., email sent Monday 9 AM → reply by Monday 5 PM; email sent Friday 6 PM → reply by Monday 2 PM).

• Urgent (marked [URGENT] in subject line): Within 2 business hours. Only use this for time-sensitive issues like “address correction needed” or “wrong item received.”

• Phone voicemails: Returned within 4 business hours during open phone hours; otherwise next business day.

• Refund processing (after approval): Refunds are initiated within 24 hours via Stripe; your bank may take 3-7 business days to post.

We guarantee a 100% response rate to every legitimate inquiry. If you have not heard back within the stated timeframes, please check your spam folder. Still nothing? Call our phone line to request a manual review.

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7. Escalation & Management Contact

While our frontline team at seller06.etw@gmail.com can resolve 95% of issues, we understand that sometimes a situation requires management attention. If you have already contacted us and are unsatisfied with the resolution, you may escalate.

Escalation Process

1. Reply to your existing support thread and write “ESCALATE TO MANAGER” in the subject line.

2. Briefly explain why you are escalating (e.g., “The refund amount is incorrect” or “My issue has not been resolved after three emails”).

3. Within 48 hours, a senior team member will respond directly from a different email address (still @gmail.com domain for now, as we are a lean operation).

Legal & Registered Agent Contact

For formal legal notices, subpoenas, or matters requiring certified mail, please send to:

Moss Theory LLC
Attn: Legal Department
117 S Lexington St Ste 100
Harrisonville, MO 64701
USA

Do not use this address for returns or general inquiries—use the email above for fastest service.

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8. Frequently Asked Contact Questions (Pre-Sale & Post-Sale)

Before reaching out, please review these common questions. You might find an instant answer.

Pre-Sale Questions (Before Ordering)

Q: Do you ship to my country?
A: We ship to the United States (including Alaska, Hawaii, and military APO/FPO addresses) and over 35 international countries. Email us with your country and postal code for a specific answer.

Q: Can you send me fabric samples?
A: We do not offer physical samples, but we provide detailed fabric descriptions and high-resolution zoom photos on each product page. For specific questions, email us.

Q: What is the return policy for international orders?
A: International customers may return items, but shipping costs are non-refundable. Please email us for a return authorization before shipping anything back.

Post-Sale Questions (After Ordering)

Q: I entered the wrong shipping address. What do I do?
A: Immediately email seller06.etw@gmail.com with the subject “ADDRESS CHANGE – Order #XXXX”. If your order has not been processed (within 2 hours during business days), we can correct it. After processing, we cannot modify the address.

Q: My tracking number shows no updates for 5 days. Is my order lost?
A: Sometimes carriers miss scans. After 7 business days of no movement, email us. We will open a trace with the carrier and either locate the package or issue a replacement.

Q: How do I cancel an order?
A: You have a 2-hour cancellation window from the time of purchase. Email us immediately. After 2 hours, the order may have already been packed at our Harrisonville warehouse. In that case, you will need to initiate a return after receipt.

Q: I was charged twice by Stripe. What happened?
A: Stripe occasionally shows an “authorization hold” as a pending charge. This drops off within 3-7 business days. If both charges actually post (not just pending), email us a screenshot. We will manually void the duplicate.

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9. International Customer Support

Moss Theory LLC proudly serves customers outside the United States. We understand that cross-border shopping comes with unique challenges: customs, longer shipping times, and different payment methods. We are here to help.

For International Customers Only

• Email Language Support: While our primary language is English, we use translation tools to assist with Spanish, French, German, and Vietnamese. Please write clearly.

• Customs & Duties: We do not collect VAT or import taxes at checkout. You are responsible for any fees levied by your country. If you refuse a package due to customs fees, you will not receive a refund for the original shipping cost.

• Currency: All prices on mosstheory.online are in USD. Your bank or Stripe will convert to your local currency at the prevailing exchange rate.

• International Phone Support: We accept calls to +84943423971, but due to time zone differences, email is faster. Please include your country code in your voicemail.

Typical International Response Times

• Email: Within 12 hours (due to time zone rotation).

• Phone: Limited to US Central Time hours. Please check world clock conversion.

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10. Security & Privacy When Contacting Us

Your trust is our currency. When you contact Moss Theory LLC, you are sharing personal information. We treat that data with the same security standards we use for Stripe payment processing.

What We Will NEVER Ask You

• Your full credit card number (we only need last 4 digits for verification).

• Your Stripe account password or two-factor codes.

• Your Social Security number or tax ID.

• Your mother’s maiden name or security question answers.

What We MAY Ask You (for verification)

• Your order number (required).

• The email address used at checkout.

• The billing postal code.

• The last 4 digits of the card used.

Secure Communication

• Email sent to seller06.etw@gmail.com is protected by Google’s standard TLS encryption in transit.

• For sensitive information (like photos of your ID for will-call pickup), we recommend using the contact form on mosstheory.online which uses HTTPS.

Reporting Suspicious Contact

If you receive an email or phone call claiming to be from Moss Theory LLC but asking for sensitive data or instructing you to pay via unusual methods (gift cards, wire transfer, cryptocurrency), it is a scam. Forward the suspicious message to seller06.etw@gmail.com with the subject “PHISHING ATTEMPT”. We will confirm and take action.

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Final Words: We Are Listening

Moss Theory LLC is not a faceless corporation. We are a dedicated team of fashion enthusiasts and customer advocates working out of 117 S Lexington St Ste 100, Harrisonville, MO 64701. Whether you are a first-time buyer of our Women’s Sweatshirts or a returning customer building a wardrobe of Men’s Shirts, we value your business and your feedback.

Do not hesitate to reach out. We are here to make your experience perfect.

Email: seller06.etw@gmail.com
Phone: +84943423971
Website: mosstheory.online
Operational Hours: Monday – Friday, 8 AM – 8 PM Central Time (phone 10 AM – 4 PM)

Thank you for choosing Moss Theory – Where quality meets trust.