Q: Do I need to open an account to shop with you?
No, you don’t need to. You can make purchases and check out as a guest every time. However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.
Q: How do I create an account?
Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal information.
Q: How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
Q: I have problems adding items to my shopping cart
You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.
Q: What form of payments are accepted?
We accept payments via Apple Pay, Amazon Pay, Google Pay and all major debit and credit cards such as Mastercard, VISA and Discover.
Q: Can I amend and/or cancel my order?
Unfortunately, we are unable to cancel an order once it has been placed.
Q: I have a discount code, how do I use it?
Key in the discount code at the field “Discount Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.
Q: How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgment e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
Q: Do you accept custom, bulk and overnight orders?
Yes, for custom, bulk and overnight order please send us a message under Contact Us or an email to email@example.com for all inquires and a customer care specialist will contact you.
2. SHIPPING & DELIVERY
Q: When will my order be processed?
Due to the sensitivity and perishable nature of “some“ our products we only ship on Monday through Wednesday, excluding national holidays. All orders are made to order and proessing times are 1-2 days before being shipped as requested by the Buyer.
All non-perishable items will be procesed the next busines day and shipped as requsted by the Buyer.
Q: Do you ship to P.O. Boxes?
No, due to the sensitivity and nature of some of our products we do not ship to P.O. Boxes. Certain products are only shipped Monday through Wednesday to prevent any possible spoilage.
Q: How long will it take for me to receive my order?
Our standard courier delivery time frame is approximately 2-3 working days and our express courier is approximately 1-2 working days from the time your order has been shipped. Overnight orders available upon request.
Q: How can I track my delivery?
Once your order has been received, an email confirmation will be sent to your email provided with the tracking number. You may check and track the delivery status of your orders with the mailing courier, with your tracking number.
Q: What are the shipping fees?
US Shipping is FREE for all orders over $50. Upon entering your delivery details, we will auto calculate the delivery charges based on your delivery address provided.
Q: Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.
Q: What if I have not received my order?
Kindly send us a message below under Contact Us or send us an email to our Customer Care Team at firstname.lastname@example.org if you have not received your parcel after 10 working days and we will assist you accordingly.
Q: Do you ship to all US military bases or diplomatic locations?
Yes, we ship to all APO, FPO or DPO addresses.
Q. How do I store raw sea moss and for how long does it last?
Store your raw sea moss in a dark cool place (like your pantry). You DO NOT have to refrigerate or freeze your moss as it being dried makes it shelf-stable and long-lasting. It can last for 1-3 years depending on the quality.
Q. How do you store sea moss gel?
You want to keep refrigerate it immediately after receiving it.
Q. Can I freeze my sea moss gel?
Yes, you can.
Q. How long will my gel last in the refrigerator or freezer?
Typically the gel lasts up to 2 to 3 weeks in the fridge (sometimes a little longer depending on the type), and 3 to 6 months in the freezer.
Q: How much should I take a day?
There are no rules of how much you should take a day. In the words of Dr. Sebi “as much as you like” for it is food. I would highly suggest you start off with maybe 1 tablespoon a day and see how it makes you feel. No need to “overdose” on it sea moss as its very nutrient-dense so you don’t need a lot to reap the benefits.
Q. What does the gel taste like?
It has no taste which is why it’s versatile to use in multiple recipes both sweet and savory. If you want it to have a taste, you would need to blend it with some type of natural juice or flavorings.
4. REFUNDS & EXCHANGES
Q: There is a missing item in my order, what should I do?
We apologize for sending you an incomplete order. Please send us a message below under Contact Us or send an email to our Customer Care Team at email@example.com and a customer care specialist will contact you.
Q: I’ve received a defective item, what should I do?
We apologize if you’ve received a defective item from us. Please send us a message below under Contact Us or send us an email to our Customer Care Team at firstname.lastname@example.org. Please attach a picture of the defective product and a customer care specialist will contact you.
Q: I’ve received an incorrect item, what should I do?
We apologize for sending you the wrong item. Please send us a message below under Contact Us or send an email to our Customer Care Team at email@example.com and a customer care representative will contact you.
Q: What if I purchased the wrong item?
We do not provide exchanges. You can refer to our Returns & Refund policy in the below link for more information.
Q: Will there be an additional charge for redelivery?
All returns at no fault of our own, the customer will be responsible for all the shipping and handling costs. We’ll refund the return shipping costs if the return is a result of our error (only if you received an incorrect or defective item).
Q: Do you accept returns or exchanges?
OUR MONEY BACK GUARANTEE is within 2 days after delivery. You may return new, unopened non-perishable items within 2 days of delivery for a full refund. No exchanges.
***The Customer Care Team will contact you for all unconfirmed orders due to any reasons. Failure to respond to our email/phone communication within 48 hours, will result in cancellation of your order or return request.***