Quick answers about orders, shipping, returns and gifts. If yours isn't here, email admin@mossandfog.com and a person will write back.
About the shop
Who is behind Moss and Fog?
Moss and Fog started in 2009 as an independent magazine about design, art and the natural world. The shop is the same eye turned toward objects: things from small studios we trust, a few we make ourselves under HATCHBACK, and books we think belong on a shelf. You can meet the studios on our Makers page.
Where do orders ship from?
Every physical order ships from our studio in Portland, Oregon. We pack each one ourselves.
Shipping
How much is shipping?
US orders over $100 ship free. Under that, USPS rates are calculated at checkout from the weight and destination.
Is there really a free tote?
Yes! Orders over $60 get our cotton tote free. Add the tote to your cart and it comes off at checkout, while totes last.
How fast will it ship?
We pack and ship within 2 to 3 business days, and we don't ship on weekends or holidays. You'll get a tracking number by email the moment the label is printed.
Do you ship internationally?
Yes, by USPS or DHL Express, with rates shown at checkout. Customs duties and import taxes are the recipient's responsibility.
Where is my order?
Open your shipping email and follow the tracking link, or see Track your order for what each stage means and when to get in touch.
Orders
Can I change or cancel an order?
Email us as soon as you can with your order number. If it hasn't been packed yet, we'll do what we can. Once it ships, the return policy applies.
I can't find my order confirmation.
Check spam and promotions folders for the email you used at checkout. Still missing? Email us your name and that address and we'll find it.
Gifts
Can you wrap it and add a note?
Yes. Open your cart and add Gift Wrap and a Handwritten Card, type your message in the gift note box, and we'll write it out by hand. Ship it straight to the recipient by entering their address at checkout.
Do you sell gift cards?
Yes. Moss and Fog gift cards arrive by email within minutes, and any balance they don't spend stays on the card.
Any ready-made gifts?
Our gift sets are already put together, and the gift collections are sorted by price and by the kind of person you're shopping for.
Returns and problems
What is the return policy?
Tell us within 14 days of delivery and we'll make it right. Items come back unused in their original packaging, and return postage is yours to cover. Opened bath, body and fragrance items, digital downloads, made to order pieces and gift cards can't be returned. The full details are on our Return Policy page.
My order arrived damaged or wrong.
That's on us. Email a photo within 7 days of delivery and we'll replace it or refund you in full, shipping included. Please don't send anything back until we've talked.
Digital downloads
Where is my download?
Printables, art prints and calendars arrive by email a few minutes after checkout, from download@pendora.run. If it isn't there, check spam, then email us and we'll send the files directly.
Everything else
Will a sold-out item come back?
Sometimes. Many of our makers work in small runs, so some pieces return and some don't. Sign up on the product page and we'll email you if it's back.
Do colors match the photos?
We photograph and describe things as faithfully as we can, but screens vary. If a color matters, ask us and we'll take a look in the studio light.
How do I reach you?
Email admin@mossandfog.com with your order number or a link to the product. We are a small shop, and a person reads every message.