Frequently Asked Questions
Everything we get asked most often. If your question isn't here, email wendy@rootsofearthco.com and we'll answer within one business day.
The Moss
Is the moss real?
Yes. Every piece uses real botanical moss that has been preserved. It is not plastic, silk, or artificial.
Does preserved moss need watering?
No. Preservation replaces the moss's natural moisture, so it holds its color and softness without water. Watering a preserved piece will damage it.
Does preserved moss need sunlight?
No. It needs no light at all, which is why it works in windowless offices, hallways, and powder rooms. Keep it out of direct sun — prolonged strong light will fade the color over time.
How long does preserved moss last?
Eight to ten years with proper care. Keep it indoors, out of direct sunlight, and away from moisture.
Does preserved moss have a natural odor?
There is a mild, earthy natural scent for the first few days after unpacking, which fades on its own. This is normal and is not grounds for a return.
Can preserved moss be used outdoors?
No. Preserved moss is for indoor display only. Rain, humidity, and direct sun will ruin it. It is also not suitable for bathrooms with heavy steam.
How should preserved moss be cleaned?
Dust it lightly with a soft, dry brush, a hairdryer on cool with no heat, or canned air held at a distance. Never use water, sprays, or cleaning products.
What causes the natural variations in moss and wood?
These are natural materials worked by hand. Moss color and texture vary between batches, and wood grain, stain tone, and exact dimensions vary from piece to piece. Your piece will differ from the photographs, and that variation is part of the work rather than a defect.
Orders & Production
How long does production take?
Production time and shipping time are separate. Production is how long we take to make your piece; transit time starts only after it ships.
- Most made-to-order moss designs — handcrafted within 7–10 business days
- Preserved foliage and select ready-to-ship items — typically leave the studio within 2–3 business days
- Concrete designs — may require 10–14 business days, as the concrete needs to cure
Carrier transit time begins once your order has been completed and shipped. Your estimated delivery date is production time plus transit time.
Can an order be canceled?
Yes, within the cancellation window stated in our Refund Policy. After that we will usually have begun making your piece, so it can no longer be canceled. Contact us as soon as possible and we will help where we can.
Can a shipping address be changed?
If your order has not shipped, yes — email us immediately with your order number and the corrected address. Once a label is created and the parcel is with the carrier we cannot reroute it.
Are custom products returnable?
No. Custom and personalized pieces are made specifically for you and cannot be returned. For personalized wall art we send a proof for your approval before anything is cut — nothing is made until you have signed it off.
Shipping
Where does Roots of Earth Co. ship?
We ship within the United States and internationally. Rates are calculated at checkout.
How are duties and taxes handled?
Duties and import taxes on international orders are calculated and collected at checkout, so there is nothing further to pay on delivery.
What should I do if my order arrives damaged?
Shipping damage must be reported within 48 hours of delivery. Customers should retain all original packaging and provide clear photographs of the item, shipping box, packing materials, and shipping label.
All shipments are insured. Keeping the packaging matters — the carrier may need to inspect it before a claim can be settled, and disposing of it can prevent us from resolving your claim.
Services
Are workshops available?
Yes. We run mobile moss art workshops for private parties, corporate team building, wineries, and community events throughout Sonoma County and the surrounding Bay Area. See Workshops & Events for projects and pricing.
Are trade and commercial services available?
Yes. We work with interior designers, hospitality, offices, and multi-piece commercial installations. See Trade & Commercial.
Can I order a custom piece?
Yes. We build to your dimensions, vessel, finish, and moss style. See Custom Moss Designs, or email us with your dimensions, timeline, and a photograph of the space.
Still Have a Question?
Email wendy@rootsofearthco.com. We reply within one business day, Monday through Friday.