Shipping and Returns Policy


Shipping & Returns Policy

Effective Date: August 8, 2025

1. Shipping Information

Processing Time

  • Orders are processed within 2 business days after payment is received.

  • Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Rates

  • We offer standard and expedited shipping options at checkout.

  • Shipping costs are calculated at checkout based on your location and order weight.

  • Free shipping promotions (if applicable) will be clearly displayed on the Site.

Delivery Times

  • Standard shipping within the U.S. typically takes 3-7 business days after dispatch.

  • International shipping times vary and may be affected by customs clearance.

Order Tracking

  • Once shipped, you will receive a tracking number via email.

  • We are not responsible for lost or delayed packages once they are in the carrier’s possession.

2. Returns & Refunds

Return & Refund Policy


Effective Date: August 8, 2025


At Mossy Turtle Skincare, all of our products are made-to-order and personalized. Because of this, we do not accept general returns or exchanges. However, we are committed to ensuring you are satisfied with your order and will review remake or refund requests on a case-by-case basis.


No Returns or Exchanges
Due to the customized and hygienic nature of our skincare products, returns and exchanges are not accepted once an order has been fulfilled and shipped.


Remake or Refund Eligibility
You may be eligible for a free remake or refund if:


• You received the wrong product, damaged goods, or a label that does not match your approved order.
• A shipment is stuck in transit for more than 30 days (15 days within the EU).
• A package is marked as delivered but was never received (must have purchased Package Protection at checkout).
All remake or refund requests must be submitted to us in writing at jenna@mossyturtleskincare.com within 7 days of receiving your order.


Important Notes
• We do not offer refunds for change of mind or customer error (e.g., incorrect shipping address provided).
• Proof of damage, defect, or non-delivery (such as photos or carrier confirmation) may be required.
• If eligible, remakes will be processed as quickly as possible, and refunds (if approved) will be issued to your original payment method.


Contact Us
If you experience an issue with your order, please contact us at jenna@mossyturtleskincare.com. We’re here to help and will do our best to make things right.