Shipping & Returns

Austin Moss Creations LLC. Effective September 2026. Austin Moss Creations primarily designs, fabricates, and installs custom preserved moss wall systems for commercial projects. Delivery, installation, freight, and project-specific logistics are governed by the signed proposal or agreement for each project.

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1. Custom Moss Wall Projects Custom moss walls, architectural features, branded installations, and made-to-order pieces are produced specifically for each client and project. Because these products are custom fabricated, they are not eligible for return or exchange once fabrication has begun, except as expressly provided in the applicable signed agreement.

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2. Shipping, Freight & Delivery Shipping, freight, local delivery, crating, site access, and installation requirements vary by project. Applicable charges, responsibilities, and delivery arrangements are identified in the project proposal or agreement. Estimated delivery dates are planning estimates and may change due to fabrication requirements, carrier schedules, site conditions, weather, or circumstances outside Austin Moss Creations' reasonable control.

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3. Inspection Upon Delivery Clients or their authorized representatives should inspect delivered materials promptly. Visible freight damage should be documented with photographs and noted with the carrier at delivery whenever possible. Please notify Austin Moss Creations promptly at info@austinmosscreations.com so the team can evaluate the issue and coordinate next steps.

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4. Damage, Defects & Project Issues If a product arrives damaged or there is a concern with workmanship, contact Austin Moss Creations with photographs and a description of the issue. Remedies for custom project work are governed by the applicable signed agreement, warranty, and project documentation. Austin Moss Creations may repair, replace, or otherwise address a verified issue as appropriate under those terms.

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5. Returns & Refunds Custom-fabricated moss walls and made-to-order products are generally non-returnable and non-refundable because they are produced for a specific client, location, size, finish, or design. Any cancellation, refund, or credit rights are governed by the signed proposal or agreement. Nothing on this page modifies a client's rights under an executed contract or applicable law.

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6. Ready-Made Products If Austin Moss Creations offers a ready-made or non-custom product for direct purchase, any return eligibility stated on the product listing or order confirmation controls. Items must be returned in the condition and packaging required by those purchase terms. Customization of a ready-made product may make it non-returnable.

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7. Installation Many commercial projects include professional installation by Austin Moss Creations or an approved installation team. Installation scheduling, site readiness, access, storage, and related responsibilities are governed by the project agreement. Clients should not discard packaging or alter a damaged component before contacting Austin Moss Creations if a freight or delivery claim may be required.

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8. Questions For shipping, delivery, damage, or return questions, contact Austin Moss Creations at info@austinmosscreations.com or 737.373.2803.