My Item Arrived Damaged — What to Do?

We're so sorry your order arrived damaged — that's not the experience we want for you, and we'll make it right.

⏰ Please reach out within 48 hours of delivery with photo proof, so we can take care of it. Reports made after that window may not be eligible.

Here's exactly what to do.

What to send us

To get your replacement moving quickly, please send us two clear photos plus a few details.

The two photos we need:

📸 Photo 1 — the shipping package with the tracking label visible, together with the damaged product in the same shot.
📸 Photo 2 — a close-up of the damage itself, so we can see exactly what happened (a few photos here are welcome if several items are affected).

And a few quick details:

📧 The email address you used at checkout
🍋 The product and flavor(s) affected (gel, gummies, capsules)
🔢 How many items were damaged
✍️ A quick description of the damage — e.g. broken jar, spilled gel, crushed packaging
🏠 Where to ship the replacement — your original address, or a new one if it's changed

💡 The clearer the photos — especially the one showing the tracking label — the faster we can approve your replacement, so it's worth getting them right the first time.

How to reach us

💬 Live Chat: trueseamoss.com

📧 Email: support@trueseamoss.com

📝 Damage and replacement requests are handled through live chat or email only — not via social media or voice messages. This helps us keep a clear record with your photos.

What happens next

Send us the photo and details above
Our team confirms and arranges your replacement
Your fresh jar ships out — usually within 2 business days
You get a new tracking number by email the moment it's on its way

No need to return the damaged jar — just dispose of it.

A quick note before you reach out

If your gel looks liquid or a little loose rather than physically damaged, that's actually normal — it can happen when the jar warms up in transit, and it firms right back up in the fridge. That's not damage and doesn't need a replacement. → More on this here

But if the jar or seal is physically broken, cracked, or leaking — that's a damaged item, and we'll replace it. Just send the photo.

Still need help?