Shipping and Returns
NATURAL AND HANDMADE PRODUCT VARIANCE:
We use only the highest quality natural materials - from the wood frames, backing, glue, mosses and plants. As the moss and plants are harvested from a forest, they may have a slight earthy odor on arrival – like the outdoors. This is normal and the smell will dissipate within a few weeks once it’s exposed to fresh air (like wet paint).
Each piece is made by hand by an artist, so there are never 2 pieces exactly alike! Therefore, we cannot guarantee the variations in grains, colors, textures, and designs replicated from a photo. Lighting is a critical factor, additional lighting may be required in displaying your moss art at its best.
SHIPPING:
After going through our extensive design process, custom fabricated pieces will be shipped as soon as they are ready. Our typical lead time is 4-12 weeks depending on size and scope of the project.
Our “Quick Turn" items go out within 8 to 12 business days.
We ship to the Continental US and Canada as part of our “Quick Turn" program where shipping is included in the price. Shipping to the rest of the world is extra and will be provided in the quote.
DAMAGES AND ISSUES
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
We will need to work with you to procure the documentation needed to file a claim with the shipping company - which includes photos of the box, wrapping, and damage to the piece caused by shipping company. If an item is lost in transit, we will work diligently with you to either replace it or offer a refund.
RETURNS:
There are no returns for custom fabricated pieces. Custom fabricated means that we have created moss art for your home or business in a specific size, colors and/or designs.
For non-custom “Quick Turn" Items, a request to return must be received within 30 days of purchase, a $150 restocking fee applies.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at info@naturematterskc.com for return authorization. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without authorization will not be accepted.
REFUNDS
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that processing times vary by banks and credit card companies.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@naturematterskc.com.
RECOMMENDED CARE:
#1 The moss has been preserved with its natural moisture locked-in. Normal moisture in the air is sufficient to keep preserved moss looking fresh for many years. Recommended humidity level for people is 30%-55%.
#2 Low humidity levels can have adverse effects on our health as well – allergies, headaches, dry skin, hair and nails,
#3 Avoid extended exposure to direct sunlight, heat and cold air
#4 The moss may have an outdoorsy smell, it will dissipate within a few weeks – like fresh paint
#5 Refrain from touching, pulling or plucking any pieces of moss
#6 Do NOT mist or spray with any liquid
#7 If the moss/plants begin to look dry (in extreme winter months), this is a sign that there is not sufficient humidity in the air. Simply set a humidifier near the moss for 24 hours and watch it spring back to its normal beautiful self.
#8 Preserved moss is not statically charged, so it does not attract dust. However, in certain environments, an occasional gentle touch up with canned air may be needed.