Frequently Asked Questions

Delivery time for an order is based on the type of shipping that you chose at checkout and your shipping location. Orders are typically delivered within 2-7 business days. International shipping and orders addressed to military bases may take additional time due to customs processing.

Tracking numbers are sent to the email address you provided through an automatically generated email. You can also check up on your order status by logging into your NINE MOSS account.

In order to maximize efficiency and get your products to you as fast as possible, NINE MOSS is only able to accept orders placed through NINEMOSS.com at this time. Wholesale purchases may be placed via phone, email, and postal orders.

We only charge sales tax for California. We charge 8% tax in Santa Clara County, and 7% of other counties in CA.

All NINE MOSS transactions occur under an SSL (secure sockets layer) which is the standard security technology for establishing an encrypted link between a web server and a browser. The SSL protects all of your personal and confidential information when making a purchase on NINEMOSS.com. SSL helps the consumer’s browser automatically scramble their information such as a credit card number before it gets sent to the merchant. After that, SSL allows only the merchant’s software to unscramble this data.

First, check to make sure that you are entering the correct email address and password. If you are still unable to login, try the following:

• Enable Cookies.
• Enable javascript.
• Clear existing cookies and cache.
• Make sure the date and time on your computer is set to the correct time zone.
• Make sure you do not block NINEMOSS.com or our image cache server.
• If you are using Internet Explorer, set your security profile to Medium and enable “Override automatic cookie handling” (Tools > Internet Options > Privacy tab > Advanced).

If you are still unable to login to your account, please contact customer support at info@ninemoss.com.

If an item you ordered has been backordered, it will automatically be removed from your order. You will receive an email notification showing you the item that was backordered and that it was removed from your order. You will not be charged for an item that has been backordered and shipping will not be applied to it. If you were already charged for the item, you will be refunded as soon as it is determined that the item was backordered.

We would offer you a similar product or upgrade your order.

We would offer to let you sign up for an email alert to let you know when the out of stock product is available again or when similar item becomes available.

Cards can be declined for many different reasons. It could simply be that part of the card’s information was entered incorrectly. If the problem continues, contacting your credit card provider would probably provide the best results.

If any part of your order is incorrect, contact NINE MOSS's Support Team as soon as possible at info@ninemoss.com. Make sure to include your order confirmation number and include what was missing from your order.

Redeeming NINE MOSS Promotion codes easy: simply copy and paste the code into the “promo code” box during checkout.

Refunds will typically be credited back to the original payment method, typically a credit or debit card. Refunds are given to validated return items. For more information, visit our Return Policy page.

An RMA number is a “Return Merchandise Authorization” number that is required to return any merchandise to NINE MOSS. RMA numbers may be obtained by contacting NINE MOSS's Support Team at info@ninemoss.com.

Yes. If an item is deemed defective, NINE MOSS will pay for any return shipping necessary to getting the product back to us.

NINE MOSS makes every effort to get your money back to you as soon as possible. In most cases you will have your refund in 2-3 business days after we processed your return orders completely.

RMA numbers are usually given within 1 business day for return applications.

After your return has been completely processed, your refund should be credited back to you within 3-5 business days, however, some banks and credit unions might take a little longer to process.

Send all approved returns to San Jose, CA 95133.

NINE MOSS will keep you updated on the progress of your returned product through email updates. You’ll never have to guess how far along you are in the process.

There is no restocking fee for valid returns to NINE MOSS.

You should notify our customer service to cancel orders before 02:00 PM (PST) on the same day the order was placed by contacting info@ninemoss.com. Make sure to include the following information when requesting an order cancellation:

• Order number
• Contact phone number
• Reason for cancellation

Your designated shipping carrier depends on the shipping plan chosen at checkout and the shipping location. NINE MOSS uses UPS, FedEx, DHL and USPS to deliver its products.

The tracking number for your order will be sent to you automatically via email 24 hours after we process your order completely.

Yes. As long as the hotel will accept the package, NINE MOSS can send to hotel guests.

If any part of your order is missing or incomplete, please contact customer support immediately at info@ninemoss.com.

If you would like to inquire about purchasing any product through wholesale, please email sales@ninemoss.com with information on the product and quantity you are interested in.