Frequently Asked Questions
Welcome to Birdmoss! In this page, we've compiled a list of some of the most common questions we receive from our customers, along with helpful answers. If you have a question that isn't addressed here, please reach out to me at shannon@birdmoss.com.
Orders (Updates, Refund, Returns and Exchanges)
Orders (Updates, Refund, Returns and Exchanges)
When will my order ship?Each month’s Birdmoss Box ships around the 20th of the month. (Keep in mind that the subscription period for each box ends on the 15th of the month, unless it sells out early. Orders placed after the 15th will receive the following month’s box.) Single items and non-subscription orders usually ship within three business days of purchase. Consult the product description for information about preorder product shipping timelines.
How can I place an order?
You can place an order by browsing our products through our website at www.birdmoss.com. Just add them to your shopping cart and proceed to checkout.
I already placed my order but forgot to update my shipping address. What should I do?
Please email shannon@birdmoss.com to update your address.
I need to change my address on file.
Please email me at shannon@birdmoss.com so I can update it across our systems. Updating your address in Shopify will not change it for future subscription renewals, so please reach out so I can help.
My package is missing. What should I do?
It’s not uncommon for the post office to scan a package as delivered when it’s still in the back of a truck. It usually arrives within a day or two. In the meantime, please make sure to file a report with USPS. You can find the form here: https://www.usps.com/help/missing-mail.htm. And, of course, you can always reach me at shannon@birdmoss.com.
My order was damaged or incorrect.
Please check your order when it arrives and let me know if anything is missing or damaged so I can look into it and make it right. Send an email to shannon@birdmoss.com.
Can I return my order for a refund?
Reach out to me at shannon@birdmoss.com to initiate a return. Some specially-made, perishable, and personal care products are non-returnable. Shipping costs are non-refundable.
When will I get my refund?
Once I've received and reviewed your return, I'll let you know whether or not the return was accepted. If accepted, I’ll immediately process a refund to your original payment method, less shipping costs. Please keep in mind that your bank or credit card provider may need additional time to process and deposit the refund. Shipping charges are non-refundable.
Products
How does the subscription work?
When you purchase a recurring monthly Birdmoss Box subscription, your order will automatically renew (and your payment method on file will be charged) on the same day of the month that you first subscribed. I ship each month’s box around the 20th. Orders placed after the 15th of the month receive the following month's box.
I want to adjust my renewal date. How can I do that?
You can adjust your renewal date in your customer portal; or, you can email me at shannon@birdmoss.com. Remember that orders placed after the 15th will receive the following month’s box.
Can you suggest some gift ideas?
Thank you for considering the gift of Birdmoss. My goal is to delight you with every single purchase and interaction. Take a look at my gift suggestions ( https://birdmoss.com/pages/gift-subscription-accompaniments ). Please reach out to me at shannon@birdmoss.com with any questions. I'd love to help you plan the perfect gift for the magical person in your life.
I am planning to give the Birdmoss box as a gift. Do you offer gift-wrapping?
For $4.00, you can add Box-in-Box Packaging ( https://birdmoss.com/products/box-in-box-packaging ). This option allows you to package the Birdmoss Box inside another box for shipping. I will affix postage and mailing labels to the outside box.
I am having trouble opening my Songbird Trinket Box.
The hand-carved songbird boxes only open in one direction, and you may need to press down on the tail a little when first opening them. The product page ( https://birdmoss.com/collections/individual-items/products/songbird-trinket-box-hand-carved-wooden-box ) includes a video demonstrating how they open.
Will you ever restock past boxes?
I do occasionally re-issue past boxes as limited-edition offerings. If you’re interested in a past box or any other product which is currently out of stock, make sure to click “notify me when available” on the product page to receive an email when it’s back.
Payments
What types of payment do you accept?
Birdmoss accepts MasterCard, Visa, Discover, American Express, Diners Club, and ATM/debit cards with the Visa or MasterCard logo. You may also pay with PayPal, Shop Pay, Venmo, Google Pay, Meta Pay, Apple Pay, or Birdmoss Gift Card.
Do you offer payment plans or financing options?
For orders over $50.00, you can split your purchase into four interest-free payments by selecting installments during checkout.
Promotions
Can I combine this promotion/discount with other offers?
Only one discount code can be applied per purchase.
Shipping
How much is the shipping fee?
For subscription boxes, pre-paid subscriptions, and one-time box purchases, shipping costs are included in the price.
Non-box products ship for a flat rate of $7.00, which covers multiple items in a single order.
When will I get my order?
The monthly Birdmoss Box ships around the 20th of the month, usually by USPS Ground Advantage.
Individual items and non-subscription products usually ship by USPS Ground Advantage within three business days of purchase.
When will my order ship?
Each month’s Birdmoss Box ships around the 20th of the month. (Keep in mind that the subscription period for each box ends on the 15th of the month, unless it sells out early. Orders placed after the 15th will receive the following month’s box.) Single items and non-subscription orders usually ship within three business days of purchase. Consult the product description for information about preorder product shipping timelines.
Do you ship internationally?
At this time, the Birdmoss Box only ships to addresses within the United States.
Cancellations
How do I cancel my subscription?
You can cancel or change your subscription at any time in your customer portal; or you can email me at shannon@birdmoss.com.
Can I pause my subscription?
You can change your renewal date to a future month in your customer portal, or simply email shannon@birdmoss.com.
Your Account
How do I create an account?
You can go to our website at www.birdmoss.com and click on the "person" icon on the right side of the page. Once at the log-in page, click create an account. Fill out the necessary information, then click create.
I cannot log in to my account. What should I do?
Email shannon@birdmoss.com so I can send you an automated link to help you activate your account.
I am a Birdmoss Box subscriber but when I try to log in to my account, I receive a message that my email address is not found.
I know it sounds a little silly, but you’ll need to activate your account to manage your subscription. You’ll receive a link to activate your account in your subscription confirmation email. Or, email me at shannon@birdmoss.com so I can send you a new link.
Contact Us
Other questions:
When in doubt, please email me at shannon@birdmoss.com so I can help!
- Shannon, Birdmoss Curator and Liaison