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Customer FAQ

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Customer FAQ

Q. Why are there no prices on your website?

A. For prices and price breaks, customers need to be logged in with a valid username. If you forgot your username or password, give us as call at 1 (805) 933-4888 and we’ll look it up for you.

Q. How can I place an order if I don’t have a username login and password?

A. Placing your first order with us is easy! Simply call us at 1 (805) 933-4888, and we’ll walk you through it. First, our sales team will help you come up with a username and password to make future orders a snap. Then, we’ll answer any questions you have while we take your order. Finally, we’ll walk you through a short credit application and ship your order when the credit clears.

Q. Are SuperMoss mosses alive?

A. No. SuperMoss mosses, lichen and other botanical elements have been dried and/or preserved and are not alive.

Q. How long will the moss last?

A. Longevity depends on how it is handled and where it is used. Exposure to the elements such as the sun, UV light, and heat will cause color fading and shorten lifetimes of natural products.

Q. Do you mosses have chemicals?

A. Our color-enhanced and preserved mosses use preserving agents that are GRAS (Generally Recognized as Safe) for color enhancing and typical human use.

Q. Do the colors bleed?

A. Color transfer and color bleeding may occur under certain conditions. Use caution to protect surfaces and fine finishes especially in high humidity conditions. Colors maybe be removed easily with standard cleaning solutions.

Q. Are you products safe around pets? Can they be used in terrariums?

A. Our products are historically safe around large pets and our natural products have no issues whatsoever. For pets in terrariums, we recommend the non-preserved and naturally dried mosses. The only product that we do not recommend for terrariums is Wolfen Lichen.

Q. How long does it take to process an order before it ships?

A. It typically takes us 5-7 business days to process order before we ship. Naturally, smaller orders ship faster than large ones.

Q. What do I do if an item is out of stock?

A. If an item you ordered is out of stock, we will inform you as soon as possible when the item will be back in stock.

Q. Are there minimum quantities for orders?

A. We do have a minimum order of $250, however in special circumstances we do process orders under our minimum. All orders less than $150 incur a $35 resource fee.

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