Policies

Shipping Policy

Order Processing

Orders are normally processed within [1–3 business days] after payment is confirmed.

Orders placed on weekends or statutory holidays will be processed on the next business day. Processing times may be longer during product launches, holidays, promotions, or periods of unusually high order volume.

You will receive an order confirmation by email after placing your order. A separate shipping confirmation will be sent when your order has been dispatched.

Shipping Destinations

North Moss currently ships to:

  • Canada
  • United States

For shipping requests outside these regions, contact us at [your email address] before placing an order.

Shipping Rates

Shipping rates are calculated and displayed at checkout based on the delivery destination, package size, package weight, and selected shipping service.

Any applicable taxes and available shipping options will be shown before payment is completed.

Estimated Delivery Times

Estimated delivery times begin after the order has been processed.

Typical delivery estimates are:

  • Canada: [3–10 business days]
  • United States: [5–15 business days]

These estimates are not guaranteed. Delivery may be affected by carrier delays, weather, customs processing, remote delivery locations, holidays, or other circumstances outside North Moss’s control.

Tracking

Tracking information will be provided when a tracked shipping service is selected or included with the order.

Some low-cost shipping methods, particularly for stickers or small items, may not include tracking. Any untracked shipping option will be identified at checkout.

North Moss is not able to provide shipment updates for untracked packages after they have been accepted by the carrier.

Incorrect Shipping Addresses

Customers are responsible for entering a complete and accurate shipping address.

Contact us as soon as possible if an address needs to be corrected. We cannot guarantee that changes can be made after an order has been processed or shipped.

If an order is returned because of an incomplete or incorrect address, the customer may be responsible for the cost of reshipping the order.

Lost, Delayed, or Damaged Shipments

If a tracked shipment appears lost or significantly delayed, contact us at [your email address] with your order number.

We may ask the customer to confirm the delivery address, check nearby delivery locations, contact the carrier, or wait until the carrier’s expected delivery window has passed before a claim can be opened.

If an order arrives damaged, contact us within 7 days of delivery and include:

  • Your order number
  • A description of the damage
  • Photographs of the item
  • Photographs of the packaging

Do not discard damaged products or packaging until we have reviewed the claim.

Customs, Duties, and Import Charges

International orders, including orders shipped to the United States, may be subject to customs duties, brokerage fees, import taxes, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer and are not included in the product or shipping price.

Delivery Estimates

Delivery dates shown at checkout are estimates only and are not guaranteed.

North Moss is not responsible for delays caused by carriers, customs authorities, weather, service interruptions, incorrect addresses, or other events outside our reasonable control.

Return & Refund Policy

Return Period

We accept eligible returns requested within 30 days of delivery.

To qualify for a return, the product must be:

  • Unused
  • Uninstalled
  • Unwashed
  • In its original condition
  • In its original packaging
  • Accompanied by proof of purchase

Products that have been installed, adhered to a surface, altered, used outdoors, damaged after delivery, or returned without their original packaging may not be eligible for return.

In British Columbia, businesses generally set their own voluntary return and exchange policies, so the terms should be clearly disclosed before purchase. Statutory consumer rights may still apply where products are defective, misrepresented, or where specific online-contract cancellation rights arise.

How to Request a Return

Before sending anything back, contact us at [your email address] and include:

  • Your order number
  • The product you wish to return
  • The reason for the return
  • Photographs, if the item is damaged or defective

Returns sent without prior authorization may not be accepted.

If your return is approved, we will provide return instructions and the applicable return address.

Return Shipping

Unless the product arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless the return results from an error by North Moss or a confirmed product defect.

We recommend using a tracked shipping service for returns. North Moss is not responsible for return packages lost or damaged in transit.

MossTrack Returns

MossTrack products are not eligible for return after:

  • The adhesive backing has been removed
  • The product has been attached to a snowboard or another surface
  • An AirTag has been forced into or removed from the product in a way that causes damage
  • The product has been modified, cut, stretched, or exposed to misuse

Before installation, customers should inspect the product and confirm that it is suitable for their intended use.

Sticker Returns

Individual stickers and sticker packs are generally final sale unless they arrive damaged, defective, or incorrect.

This restriction applies because stickers cannot be resold once peeled, applied, bent, marked, or removed from their original condition.

Damaged, Defective, or Incorrect Items

Inspect your order after delivery.

Contact us within 7 days of delivery if the product is damaged, defective, or different from what you ordered. Include clear photographs of the product and packaging.

If the claim is approved, we may offer, depending on the circumstances:

  • A replacement
  • A refund
  • Store credit
  • Another appropriate resolution

Refunds

After an approved return is received and inspected, we will notify you whether the refund has been accepted.

Approved refunds will be issued to the original payment method. Processing times vary by bank and payment provider.

Shipping charges, customs charges, duties, brokerage fees, and return shipping costs are not refundable unless otherwise required by law or the return is caused by our error.

Exchanges

We do not currently offer direct exchanges.

To obtain a different product or variation, return the eligible original item and place a new order after the return has been approved.

Final Sale Items

The following are not eligible for return unless defective or incorrect:

  • Gift cards
  • Clearance or final-sale products
  • Used or installed products
  • Applied stickers
  • Products damaged by improper installation
  • Products modified after delivery

Cancellations

Contact us immediately if you need to cancel an order.

Orders that have already been processed, packed, or shipped may not be cancelled. If cancellation is no longer possible, the order may need to be handled under the regular return process.

Legal Rights

This policy does not limit any rights or remedies available to consumers under applicable law.

Warranty Policy

Limited Product Warranty

North Moss warrants its products against defects in materials and workmanship under normal intended use for [one year] from the original purchase date.

This warranty applies only to the original purchaser and requires valid proof of purchase.

What the Warranty Covers

Depending on the product, covered defects may include:

  • Manufacturing defects in the silicone body
  • Separation or cracking caused by a confirmed material defect
  • Incorrect assembly
  • A product received in an unusable condition
  • Adhesive supplied in a defective condition before installation

Warranty coverage does not guarantee that every adhesive installation will remain permanently attached under all surfaces, temperatures, preparation methods, riding conditions, or impacts.

What the Warranty Does Not Cover

The warranty does not cover:

  • Normal wear and tear
  • Cosmetic changes
  • Scratches, cuts, abrasions, or impact damage
  • Damage caused by bindings, boots, tools, edges, racks, or transportation
  • Improper installation
  • Installation on dirty, wet, waxed, textured, damaged, or unsuitable surfaces
  • Installation outside recommended temperature conditions
  • Failure to allow the adhesive to cure properly
  • Removal or attempted repositioning after installation
  • Misuse, modification, stretching, cutting, or alteration
  • Loss or theft of a snowboard or AirTag
  • Loss of tracking connectivity or Find My network availability
  • Damage to an AirTag
  • Damage caused by unusual heat, chemicals, solvents, or pressure
  • Products purchased from unauthorized sellers
  • Products used for commercial rental operations, unless approved in writing

Warranty Claims

To submit a warranty claim, email [your email address] and provide:

  • Your name
  • Order number or proof of purchase
  • Product name
  • Date of purchase
  • Description of the issue
  • Clear photographs of the product
  • Photographs showing the installation surface, where applicable

We may request additional information before deciding the claim.

Warranty Resolution

If a product is confirmed to have a covered defect, North Moss may, at its discretion:

  • Repair the product
  • Replace the product
  • Provide store credit
  • Refund the original product price

The available remedy may depend on product availability, the nature of the defect, and the date of purchase.

To the extent permitted by law, the warranty does not cover indirect losses, loss of use, lost property, travel costs, lift tickets, equipment damage, or other consequential costs.

Statutory Rights

This limited warranty is in addition to any consumer rights that cannot legally be excluded or restricted.