Shipping policy

At Moss Design, we aim to make your delivery experience smooth, speedy, and hassle-free. Below is our detailed shipping policy:

Shipping Coverage

• We offer free shipping for the contiguous United States. 

Order Processing Time

• All orders ship within 1–3 business days unless specified on the product page.

Shipping Methods

Depending on the size or volume of your order, your shipment will be sent via UPS Ground or Freight with our logistics partners:

UPS Ground (Free):

• Orders shipped via UPS Ground will include a tracking number provided via email upon dispatch.
• Deliveries may arrive at the customer's doorstep or elsewhere on the premises without prior notification.
• It is the customer's responsibility to track the shipment using the provided tracking number at www.ups.com.
• Delivery Time: 2–5 business days, depending on location.

Freight (Free):

• Freight shipments are scheduled deliveries. Our logistics partner will contact you to arrange delivery. 
• You may request an alternative delivery date within one week of the first available date at no charge. Delays beyond one week will incur a storage fee.
• Freight shipments include delivery to the first dry area (e.g., inside a garage or building entrance). An adult signature is required.
• Delivery Time: 1-3 weeks, depending on location.

Our delivery services cover 95% of the contiguous United States. For remote areas outside our standard range, we may reach out with a notification for a Remote Area Surcharge.

Additional Paid Delivery Services on Freight Shipments:

• Room of Choice Service: Your boxes will be placed in the room of your choice.
• White Glove Service: Includes delivery to the room of your choice, unboxing, assembly of items, and debris removal (e.g., packaging materials).
  • White Glove Service Notes:
    • White glove service is available for selected products and must be purchased separately for each eligible product on the product page.
    • We do not move your existing furniture.
    • Anchoring furniture to the wall is the buyer's responsibility.
• Room of Choice and White Glove Delivery services include delivery up to two flights of stairs. If your building does not have an elevator and the delivery requires carrying items beyond two flights, please contact us before placing your order. Additional fees may apply and must be paid prior to shipment.

Order On-Hold Service

We are pleased to offer a 60-day free storage service upon request. This allows you to delay the shipment of your order for up to 60 days at no additional cost.

• After the initial 60 days, a $90 per item per month storage fee will apply.
• To request this service, you must contact us before placing your order to confirm availability.

If you contact us after placing your order, your order may be processed and shipped immediately, as we cannot guarantee the ability to hold the shipment retroactively. Please ensure to coordinate with us in advance to take advantage of this service.

Responsibilities and Liabilities

Freight & Carrier Delay Notice:

• Delays may occur due to occasional disruptions in carrier operations, including but not limited to severe weather conditions, natural disasters, holiday periods, peak shipping times, and pick-up delays.
• Freight deliveries to remote areas may take longer than usual.

Delivered Shipments:

• Shipments marked as delivered by the carrier to the address provided by the buyer become the buyer's responsibility.

Unclaimed, Rejected, or Canceled Shipments:

Shipments in transit that are unclaimed, rejected, or canceled by the buyer or failed deliveries returned to us by the carrier due to failed delivery attempts are subject to a deduction from the refund amount. For fees, please see the Return & Refund Policy. 

Failed Deliveries:

Shipments may be rescheduled at an additional fee, or the shipments may be returned to us and will be subject to our Return and Refund Policy if the carrier cannot deliver the shipment due to:

• Absence of an adult to receive the package.
• No access to the building.
• Incorrect address information.

Special Delivery Requirements Due to Delivery Address Conditions

• If your delivery requires special handling, equipment, vehicles, or access, please contact us before placing your order for a quote. If not disclosed in advance, any additional charges identified during transit will be billed by the carrier and must be paid by the customer before delivery.

Signature Requirements:

• UPS deliveries do not require a signature unless requested.
• To request signature-required delivery (Fees may apply):
  • Contact us before placing your order.
  • Note: Signature-required option may not be available for apartment buildings.

Local Deliveries

• Local orders from the Denver area may be delivered by our local delivery team, subject to availability.

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If you require assistance with your shipment or have special delivery needs, please contact us, and our team will be happy to help.