Shipping Policy

Last updated: September 10, 2025

This policy explains how Mosswhisper processes and delivers online orders. Delivery estimates are not guarantees and may be affected by carrier operations, customs, weather, address issues, or events outside our reasonable control.

Order Processing

Most orders are processed within 1–3 business days after payment authorization. Weekends and public holidays are not counted as business days. High-volume promotions or unusual inventory conditions may require additional processing time.

An order confirmation means that we received your request. It does not mean the order has shipped. A separate shipping confirmation is sent when the order is handed to the carrier or enters the delivery network.

Shipping Methods and Delivery Estimates

Available shipping methods, charges, and estimated delivery ranges are displayed at checkout when available. The estimate begins after processing and depends on the destination, carrier, and service selected.

We may use different carriers or fulfillment locations depending on the product and destination. Items in the same order may arrive in separate packages and may have different tracking numbers.

Address Accuracy

Customers are responsible for providing a complete and accurate delivery address. Contact us immediately if you notice an error. Address changes are not guaranteed after processing begins, and carriers may charge fees for correction, redirection, or re-delivery.

Tracking

When tracking is available, it is sent by email after shipment. Tracking may take 24–48 hours to update. A label-created status can mean the carrier has not yet completed its first scan.

International Orders

International availability is determined at checkout. Customs authorities may assess import duties, taxes, brokerage fees, or other charges. Unless the checkout page states otherwise, these charges are not included in the order total and are paid by the recipient.

Customs processing can extend delivery time. We cannot control local customs decisions or reimburse fees collected by government agencies or carriers.

Delayed or Stalled Tracking

If tracking has not updated for several business days, first review the carrier’s latest notice. You may then contact us with your order number so we can help review the available information. Carrier investigations can take time and do not always provide immediate results.

Delivered but Not Received

Confirm the delivery address on your order.
Check the mailbox, porch, side entrance, parcel locker, mailroom, and other safe locations.
Ask household members, neighbors, building staff, or reception personnel.
Contact the carrier and request delivery confirmation or GPS details where available.
If the package remains missing, contact service@mosswhisper.com with your order number and the carrier case number.

Damaged Packages or Incorrect Items

Report damage, a missing item, or an incorrect product within 7 days of delivery by emailing service@mosswhisper.com. Keep the candle and all packaging until the claim is reviewed.

Split Shipments

An order containing several candles may be divided into more than one shipment because of inventory location or carrier requirements. Each shipped parcel may receive its own confirmation and tracking number. Separate parcels are not necessarily delivered on the same day.

Undeliverable or Refused Parcels

If a parcel is returned because the address supplied at checkout was incomplete or incorrect, delivery was repeatedly unsuccessful, the recipient refused the shipment, or required customs action was not completed, contact us after the return appears in tracking.

Reshipping is subject to availability and may require payment of additional carrier charges. When a refund is appropriate, actual outbound shipping, return-to-sender charges, duties, or other carrier costs may be deducted where permitted by law.

Lost Package Review

A shipment is not considered lost only because tracking pauses. Carriers may require a waiting period and an investigation before confirming loss.

Please preserve the shipping confirmation and provide any carrier case number. We will cooperate with the carrier and review the available resolution after the investigation reaches an outcome.

Protective Packaging

Candles are fragile and may ship with fitted inserts or other protective materials. Carefully inspect the vessel before lighting it and retain the packaging until you have confirmed that the order arrived safely.

Do not burn a candle in a cracked, chipped, or otherwise damaged vessel.

Changes After Dispatch

Once a shipment has entered the carrier network, Mosswhisper cannot guarantee an address correction, hold, cancellation, or delivery-date change. Any available delivery-management request is controlled by the carrier and may be subject to verification or fees.

Contact

Questions about shipping can be sent to service@mosswhisper.com.

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