Refund & Return Policy

At The Moss Connect, we take pride in preparing our sea moss gel fresh in small batches using only simple, high-quality ingredients.

Because our sea moss gel is a fresh, perishable food product, we are unable to accept returns or exchanges. For food safety reasons, all sales are final.

Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order arrives damaged or you receive the incorrect product, please contact us within 48 hours of delivery by emailing contact@mossconnect.com.

To help us resolve your issue as quickly as possible, please include:

• Your order number
• Photos of the damaged package and/or product
• A brief description of the issue

We review every situation individually and will work with you to determine an appropriate resolution.

Lost Packages

Once a package has been marked as delivered by the shipping carrier, customers should first check with household members, neighbors, or their local post office before contacting us. 

If your package has not arrived and more than two (2) days have passed since the carrier's expected delivery date, please contact us at contact@mossconnect.com.

We will begin an investigation with the shipping carrier. Carrier investigations typically take at least five (5) business days to complete.

If the package is officially declared lost by the carrier, you may choose one of the following:

• A replacement order (subject to product availability), or
• A full refund to your original method of payment.

Please note that approved refunds may take 5–10 business days to appear, depending on your financial institution.

Questions?

If you have any questions about your order or this policy, we're happy to help.

Email: contact@mossconnect.com