|
How does the site work?
We have made the site as simple and straightforward to navigate as possible. The categories of offering are listed on the left side of the homepage and by clicking on a category, you are taken to a page of subcategories. By clicking on a subcategory photo, you are offered items within that subcategory. Click on an item thumbnail, you are taken to a product page with item details, including price, and an "I'll take it" button. If you click on it, it will take you to the shopping cart.
How do I make a purchase?
In order to buy something from mossonline.com, mossregistry.com or mossgallery.info, you must first log in with us and have a username and password. Click on "Log-in" on the shopping cart pages and follow the new user prompts. To make a purchase, click on the "I'll take it" button and follow the page prompts for quantity, gift-wrap and message decisions, and complete the billing, shipping, and credit card detail pages. The final page of the sequence is the order review page where you should check all the details to make sure we have everything correct. Once you click the "place my order" button, we will process your order.
What if I forget my password?
You send us an e-mail at customerservice@mossonline.com, or you can click the "forgot my password" button on the login screen. We will e-mail your password to you within a few minutes.
Can I have my items gift wrapped?
Yes. And it's free of charge. Just click on the "Wrap?" link next to the desired item in your shopping cart.
Can I buy something other than what I see on the site?
Many of the items we sell are somewhat complicated to buy because there are a lot of choices of configuration or finishes. For those you will need to call the store and speak to a sales associate who can make the choices clear to you. Our sales associates are there to help you during our regular store hours, which are:
11AM to 7 PM EST (Monday - Saturday)
Noon to 6 PM EST (Sunday)
You can also communicate by e-mail, if you prefer, to store@mossonline.com.
What credit cards do you accept?
We accept American Express, Visa, MasterCard and Discover Card.
Are credit card transactions secure?
Yes. mossonline.com uses Secure Socket Layer (SSL) underneath HTTP, which provides an encrypted channel and server authentication.
How can I buy something if I don't want to use a credit card online?
We can take your order in a variety of ways, and you will have the same set of choices of gift-wrap and message. You can telephone us toll-free, with your credit card details, at 1-866-888-6677, or you can e-mail us at store@mossonline.com. You can also mail your order to the address below with your address and credit card details.
mossonline ORDER
150 Greene Street
New York, NY 10012
We regret we cannot accept personal or corporate checks.
Do you send a confirmation e-mail?
We send two. The first, right after you place your order, confirms that we have received it. The second within two business days confirms that we have shipped your order.
What is your returns policy?
Merchandise purchased from mossonline.com, mossregistry.com or mossgallery.info may be returned for moss credit only within 30 days of purchase if in original condition and in original packaging. Refunds are not issued except in the case of defective merchandise we are unable to replace. moss credit is valid for one year from date of issue. Thereafter, unused moss credit is forfeited.
How do I return something to you?
If you would like to return something, you must first obtain a moss RMA (Return Merchandise Authorization). You can obtain an RMA by contacting the store by phone or e-mail. Follow the instructions on the back of the packing list, and return it to us by UPS or FedEx within 30 days of purchase. The item must be in original condition and packaging. Please be mindful that you are responsible for getting it to us in good condition, so be careful with its packing. If the product is defective, contact Customer Service and we will arrange for a UPS call tag to have the merchandise picked up from you. If you are returning it for some other reason, you will need to pay the cost of shipping it back to us. Returns should be sent to:
moss RETURN
150 Greene Street
New York, NY 10012
Please make sure that you include your name, address, telephone number, order number, RMA and e-mail address. We will e-mail you confimation of the return and the moss credit.
How do I use my moss credit?
Your moss credit will be credited to your online account and will be automatically applied to your next purchase.
Can I return something in person to the moss shop that I purchased online?
Yes, goods purchased from mossonline.com can be returned directly to the shop, under the same conditions as specified above.
Can I cancel an order that I placed with mossonline.com?
Yes, you can. There is a 24 hour wait period from the time that your original order was placed in which you are able to cancel your order. Please send an e-mail to customerservice@mossonline.com notifying us that you would like to have an order cancelled. Please make sure to supply us with detailed information (i.e. your name, your order number, etc.). You will be sent a confirmation message stating that we have cancelled that order for you. If you do not receive this confirmation message we have already shipped your order to you.
What kind of browser do I need in order to make online purchases from mossonline.com?
We have tested the site with the latest versions of Netscape, Mozilla, and Internet Explorer. The browsers are available free from their respective manufacturers. Please note, JavaScript and cookies must be enabled for you to make purchases at mossonline.com.
What are Cookies?
Cookies are small pieces of information sent from a web server to your computer. These cookies are placed on your computer if your browser allows for it. These allow us to personalize, customize, and quickly process and complete your shopping experience without having to continually request the same basic information from you. Cookies are not used to store any personal information such as your name, address, or payment information.
When will my order be shipped, and how soon will I get it?
Your order will be shipped within two business days (48 hours) from when you placed your order. You should receive the order within 7 business days from the time of shipping, depending on your location.
What are your shipping and handling charges?
Shipping rates are calculated automatically based on weight, size and ship-to location. If we are unable to do this at the time of purchase, we will contact by e-mail with a shipping quote. This is often the case with international shipping or if an item is oversized. We will not ship until you have approved the quote.
Can I have my order sent to a different location other than my billing address?
Yes, you can. When you fill out the billing and shipping pages, you can specify where you would like something sent, if it's different from the billing address. Please note, however, that mossonline.com cannot accommodate multiple shipping addresses. If you want to purchase several items and have each of them sent to a different address, you will have to make separate purchases. Please note that mossonline.com cannot ship orders to P.O. or APO Boxes.
Can orders be shipped outside the U.S.A.?
Yes, we will ship orders to addresses outside the US. However, in each case, we will need to contact the buyer by e-mail for notification of the estimated cost of shipping. Such orders are subject to a $15 handling fee, and the actual cost of shipping and any applicable duties will be billed directly to the buyer's credit card.
How is sales tax calculated on orders?
We collect sales tax on orders shipped to addresses in New York State. Residents in other states are responsible for complying with local state tax laws.
Can I purchase a gift card for someone?
Yes. We offer online gift cards in a variety of denominations ($50, $100, $150, $200, $250 and $500). They can be purchased in the same way as any other item on the site, and a card notification will be sent by e-mail to the recipient, accompanied by your gift message. We also make available physical gift cards which can be purchased at the store, or by phone. These cards are redeemable only at the store and are available in any denomination over $50.
How do I redeem a gift card?
Online gift cards are redeemable when making an online purchase by entering the authorization number which was included in your notification e-mail into the appropriate box in the shopping cart process. The gift card will be automatically applied to your purchase, and any balance will be credited to your online account. Physical gift card can be redeemed only at the store.
What if the item I want is not in stock?
While we do our best to keep our inventory up to date, there may be times when something you order turns out not to be available. We will inform you by e-mail of that situation and tell you how long the lead time is expected to be for the item to come back into stock. At that point you can choose to cancel the order or to have us order it for you.
Some of the items on the website always need to be special ordered because we don't keep them in stock. This is especially true in the case of certain furniture and tabletop items, such as flatware and dinnerware. In those cases, the lead time is indicated on the product information page. We require payment in full prior at the time of order, and we promise to deliver by the date promised. If for some reason the order cannot be filled as agreed, we will inform you prior to the delivery date, and you are free to cancel the order.
How can I get help?
We've tried to answer the usual questions most people have here in this FAQ section. If there is something else you would like help with, you can e-mail us at customerservice@mossonline.com, or you can call toll-free at 1-866-888-6677 and ask for website customer service. Someone is available Monday - Friday, 11:00am to 7pm EST. If we are not there when you try to reach us, leave a message and we will get back to you as quickly as we can.
|
