Frequently Asked Questions

Order Information

Try before you buy promotion
Please see ourTry for Free page for more information.
Can I change my order?

We can only change orders that have not been processed for shipping yet. So to make changes to your order, please reach out to support by submitting your request via the "contact us" form or directly via direct Messenger on the "chat with us" section of our website and we will get that taken care of for you.

How do I cancel my order?

Life happens, and if you decide to cancel your order before the fulfillment period ends, don't hesitate to get in touch with customer service through the 'contact us form or via direct Messenger on the "chat with us" section of our website and we will get that taken care of for you.

How do I add or remove products after placing my order?
Once you have placed your order, you will not be able to make modifications on the website. Please get in touch with our customer support team via the "contact us" form or directly via direct Messenger on the "chat with us" section of our website for any modification of the order. 
How do I track the progress of an order?

Once your order has been shipped, you will receive an email and a Text notification with details of the order. You can track the shipment by clicking on the link provided in the email. 

 Can I change my delivery address after I have placed my order?

If your order has not been shipped yet, we can deliver it to a different address per your request. To know further, you can contact our customer support team via the "contact us" form or directly via direct Messenger on the "chat with us" section of our website 

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email along with the link to track your order. Or, you can track the status of your order from your "order history" section on your account page on the website.

Do you do same-day Shipping?
We offer same-day shipping on in stock products provided you place your order before 12 noon on that day. 
Where do you ship?

We currently ship in the United States, Canada, Mexico, Australia, France, Japan, Jamaica, the UK, Caribbean and Germany.
For shipping outside of these countries, please reach out to our customer support through the contact us form.

My order has been Returned to Origin (RTO). What does that mean?
Shipments are reflected as RTO (returned to origin) under the following circumstances:
  • Delivery was attempted more than once but it could not be delivered due to either the wrong address or no one being present at the given address
  • The address could not be found because either it was incomplete or the house number was wrong
  • You or someone at your delivery address refused to accept the order
Under these circumstances, our customer support team will try to contact you on your registered phone number. If there is no response on that number or it is not reachable, then the package is returned to the origin.
How long will it take to ship my order?
We strive to get your order to you as quickly as possible. Our delivery times vary depending on the quantity of items ordered and availability. Here's what you can expect:
  • Processing Time: Once you place your order, it typically takes 24-36 hours to process and prepare it for shipping.
  • Same-Day Shipping: If you place your order by noon, we'll do our best to ship it out the same day.
  • Delivery: After your order ships, delivery times will vary. We'll send you tracking information so you can stay up-to-date on the status of your order.

Payment & Returns

What payment methods do you accept?
You can purchase on our website using a debit and credit card.

Additionally, we support Paypal, Amazon Pay, Apple Pay, Google Pay, Paytm, and other wallets.

You can choose these payment methods at checkout.
How can I change my payment method for an order?
We take payment security seriously. Our website uses Shopify's secure payment processing system, which is PCI-compliant and ensures that all credit/debit card transactions are processed securely. Shopify's payment system uses industry-standard encryption technology to protect your card information, so you can shop with confidence.
Which currency will I be charged in?

All prices on our website are listed in USD (United States Dollars). If you're paying with a credit or debit card that uses a different currency, your bank will convert the amount to USD using their current exchange rate. Please note that your bank may charge a conversion fee, so we recommend checking with them for their specific policies and rates.

Are there any hidden costs?

There are no hidden costs or additional shipping charges. The total price mentioned on the product page next to the photograph is the final price. Except for sales tax, which is calculated at checkout, What you see is what you pay. Taxes are government-mandated and not controlled by us.

Return Policy
At FruitMoss, we strive to deliver the freshest products possible. We're confident that you'll love our products, which is why we offer a "Try Before You Buy" program - so you can experience the full product before committing to a purchase. However, if you do decide to purchase and receive a defective or spoiled product, please contact us within 24 hours of delivery and we'll be happy to provide a replacement or store credit.

Note: We take great care in packaging and shipping our products, but occasionally damage can occur. If you receive a damaged product, please contact us and we'll work with you to resolve the issue.
Can I exchange an item?
Unfortunately, due to the perishable nature of our products, we are unable to accept exchanges. If you receive a defective or spoiled product, please contact us within 24 hours of delivery and we'll be happy to provide a replacement or store credit. If you'd like to try a different product, we recommend taking advantage of our "Try Before You Buy" program or placing a new order.
Do you have physical stores?
We don't have a physical FruitMoss store, but we're proud to partner with select locations that carry our products. You can find FruitMoss at various restaurants, cafes, and retailers, including:
  • Cocos Jamaican Fusion Restaurant: 391 Peninsula Blvd, Hempstead, NY 11550
Please note that these locations may have limited quantities and flavors available, and we recommend calling ahead to confirm availability. If you're interested in carrying FruitMoss at your own business, please contact us for more information on wholesale opportunities.
Can I use multiple coupons on the same transaction?
We're happy to offer various promotions and discounts to our customers. However, we only allow one coupon code to be used per transaction. Coupon codes cannot be combined with other discounts, promotions, or special offers. If you have multiple coupon codes, you can choose the one that provides the best discount for your purchase.