FREQUENTLY ASKED QUESTIONS
Payment
What payment methods are accepted?
We accept payments exclusively through PayPal. This allows you to pay using your PayPal balance, a linked bank account, or major credit and debit cards.
Can I pay with a debit or credit card without a PayPal account?
Yes. You can use the PayPal Guest Checkout feature to pay with your debit or credit card without needing to create a PayPal account. For a detailed breakdown of how we handle your transaction data, please see our Payment Policy.
When is my payment charged?
Your payment is processed immediately at checkout. This allows us to move your order into production right away.
What should I do if my PayPal payment fails?
If your payment fails, please ensure your billing address matches your card information or try an alternative card through the PayPal gateway. If the issue persists, contacting PayPal support is usually the fastest way to resolve account-specific blocks.
Orders & Production
What does “made-to-order” mean?
Every item at MosstoUSA is produced specifically for you. We do not keep a standing inventory; instead, your garment is printed and finished only after your order is confirmed.
When does production start?
Production typically begins 24 hours after a successful payment. This small window gives you a chance to catch any errors before your item is physically created.
Can I cancel or modify my order after checkout?
You may cancel or modify your order within 24 hours of purchase. Once this period has passed, the order is sent to our production floor and can no longer be changed or stopped.
Why can’t orders be changed once production starts?
Because each product is custom-made for your specific order, once the printing process begins, the materials cannot be reused for a different customer.
Shipping
Where do you ship?
We currently provide shipping services exclusively within the United States.
How long does order processing take?
Order processing, which includes printing and quality checks, takes 1–2 business days.
How long does shipping take?
Shipping transit time usually takes between 4–7 business days. Combined with processing, your total estimated delivery time is 5–9 business days. You can find more details in our Shipping Policy.
Which carriers do you use?
We use major domestic carriers including USPS, UPS, and FedEx to ensure your order arrives safely.
When will I receive my tracking number?
Tracking numbers are typically activated 24–48 hours after your order has shipped. You can monitor your shipment’s progress on our Order Tracking page.
Can I change my shipping address after placing an order?
Shipping addresses can only be updated within the first 24 hours of purchase. Once an order is processed for shipment, we cannot redirect the package.
Returns & Defects
What items are eligible for return or refund?
Returns and refunds are accepted strictly for verified defective items, printing errors, or fulfillment mistakes caused by the seller. Our Returns & Refunds Policy serves as the final authority on all eligibility questions.
What is considered a defective or incorrect item?
A “Major Defect” refers to printing errors (such as design misalignment), damaged garments (such as holes or tears), or receiving the wrong design, size, or color relative to your order confirmation.
Are returns accepted for wrong size or design choice?
No. Because our items are made-to-order, we cannot accept returns for size selection errors, wrong color or design choices, or changes of mind.
How long do I have to report a defective or incorrect item?
You must report any defects or incorrect items within 60 business days of delivery. Any issues reported outside of this window are not eligible for a refund or replacement.
What information is required to submit a return request?
Please contact us at support@mosstousa.com with your order number and clear, high-quality photos showing the defect or the incorrect item received.
Do I need to return the defective item?
In most cases involving manufacturing errors, we will provide a free replacement based on photo evidence without requiring you to return the original item.
Refunds & Replacements
Do you offer exchanges?
We do not offer standard exchanges for size or color. If you receive a defective or incorrect product, we will provide a free replacement of the original item ordered.
How are refunds processed?
Approved refunds are issued back to the original PayPal payment method used during checkout.
How long does it take to receive a refund?
Once a refund is approved by our support team, it generally takes 3–7 business days for the funds to reflect in your account.
Are shipping fees refundable?
Original shipping fees are non-refundable, as these costs are consumed by the carrier at the time of initial shipment.
What happens if my refund is delayed?
If you have not received your refund after 7 business days, we suggest contacting your bank or PayPal, as they may have a pending processing window that we cannot see.
Sales & Promotions
Are sale or promotional items refundable?
Items purchased during a sale or promotion are considered final sale. We do not offer refunds or exchanges for these items unless they are verified as defective or were shipped incorrectly.
Contact & Support
How can I contact customer support?
You can reach our support team via email at support@mosstousa.com. We aim to respond to all inquiries within 1 business day.
What information should I include when contacting support?
Please include your full name, order number, and a detailed description of your request. If reporting a defect, please include the required photos immediately.
Business hours
Our support team reviews requests during standard business hours, Monday through Friday.
Store Name: MosstoUSA
Store Address: 505 Blue Ball Rd, Elkton, MD 21921, United States
Store Email: support@mosstousa.com