Shipping Policy

Order Processing & Shipping Schedule

To ensure freshness, PreMoss is made in small batches and shipped only once a week, every Monday. Orders are prepared toward the end of each week and sent early the following week, so your product arrives as fresh as possible and avoids sitting in transit over a weekend.

Orders placed during the week are included in the next batch and shipped the following Monday. You'll receive tracking information once your order is on its way.

How We Ship

Because PreMoss is a fresh, perishable product, we freeze it before shipping and pack it with insulation and cold packs to keep it cold in transit.

Please note: depending on your location and transit time, your PreMoss may arrive partially or fully thawed. This is normal and expected. The product is designed to be frozen, and arriving thawed does not mean it has spoiled. Simply refrigerate or re-freeze it upon arrival (see below).

Refrigerate or Freeze Immediately Upon Delivery

PreMoss must be refrigerated or placed in the freezer as soon as it arrives. Please make sure someone is available to receive and store your order promptly, or that you have a safe, cool place for it to be delivered.

We are not responsible for spoilage caused by product left out after delivery, or delivered to an address where it could not be promptly refrigerated or frozen. Please see our Refund Policy for how to report a damaged or spoiled order.

Where We Ship

We currently ship within Canada. Because our product is perishable, we may be unable to ship to locations where transit times are too long to keep it safe.

Shipping Costs

Shipping is calculated at checkout based on your location and order size.

Delivery Issues

If your tracking shows delivered but you haven't received your order, contact us right away at premossadmin@gmail.com with your order number and we'll help resolve it.

If your order arrives damaged or spoiled, please see our Refund Policy and contact us on the same day of delivery with a photo and your order number.

Questions

We're a small team and happy to help. Reach us anytime at premossadmin@gmail.com with any shipping questions. You can also visit our contact page.

This policy was last updated on July 30, 2026.