Frequently Asked Questions


What should I do if I did not receive a confirmation email after placing my order?

After placing an order, you will receive a confirmation email at the email address provided during checkout. Kindly verify that your email address is complete and accurate. If it is, check your spam folder in case the confirmation email was directed there. If you have not received the confirmation email and your email address is accurate and not in your spam folder, please contact us at, and we will gladly resend it to you.

What is the expected shipping timeframe for my order?

Our gel and soap products are freshly made, and therefore require 3-8 business days for processing before they can be shipped.To ensure that sea moss gels do not remain in transit over the weekend, they are shipped exclusively from Monday to Wednesday. Dry products, on the other hand, have a 3-5 business day processing time and are shipped from Monday to Friday, excluding weekends and holidays.

Please note that the processing time for any orders placed after 12PM EST (Eastern Standard Time) will commence on the following business day. For instance, an order made on Friday after 12PM will be processed on the next business day, which is Monday since we are closed on weekends. Similarly, orders placed on Monday after 12PM EST will begin processing on Tuesday.

How can I cancel my order?

To cancel your order, please ensure that it is canceled before it is shipped. Please reach out to or give us a call at 888-539-8875

Unfortunately, we cannot cancel an order that has already been shipped since it would have already left our warehouse. If you wish to receive a refund, please contact us at to obtain a return label. Please note that only unopened dry products are eligible for returns. Due to their perishable nature, our sea moss gels cannot be returned. It is important to keep in mind that shipping costs are non-refundable.

What steps should I take if my order arrived damaged?

If you have received your order and your items are damaged, please be sure to reach out to our customer support team within 48 hours of receiving your package. No refunds or replacements will be issued if more than 48 hours have passed since the order was delivered.

A claim must be filed for ALL damaged orders. If you have purchased Route Package Protection we will file a claim for you. If you have chosen NOT to purchase Route Package Protection, you will have to file a claim directly with the carrier (UPS/USPS).

To ensure successful resolution of your issue, kindly ensure that you follow the steps below.

  1. Take photos: Take pictures of the damaged package and the damaged items inside. This will be useful for evidence needed to file your claim.
  2. Send an email to and include your name, order number, pictures of the received product, and any other relevant details.
  3. Allow us to process your claim. Once you have filed a claim, we will review it for approval of a re-order or refund within 24 hours.

What is Route Package Protection, and what are the benefits of buying it?

Route safeguards your package in case of loss, theft, damage, or incorrect delivery status. In such instances, we will replace your order without any additional charges

NOTE: Declining to purchase Route Package Protection means that we cannot replace your order in case of damages, delayed delivery (due to shipping carrier), or packages marked as delivered but not actually received.

What should I do if my order is incorrect?

If your order is incorrect, please contact our customer support team as soon as possible to report the issue and initiate a resolution. You can reach out to us via email, phone, or live chat. To enable us to promptly address your questions or concerns, please ensure that you leave a detailed message with your order number and any relevant photos (if applicable). We will do our best to resolve the issue as quickly as possible.



What are the courier services you use for shipping?

Our company utilizes two courier services, namely UPS and USPS. While both UPS and USPS can be used to ship dry products, we exclusively use UPS to ship gel products. This is to guarantee that all orders containing gel products will be delivered within two business days.

Please take note that if you are buying sea moss gel, it is essential to provide a physical shipping address during checkout to avoid any shipping delays. UPS does not support delivery to P.O. Box destinations, so kindly refrain from using such addresses.

I paid for expedidted shipping. Where is my order?

Processing time and shipping time are two entirely different things. Although our processing times have decreased, we cannot speed up our processing time.

Processing time is the time it takes to prepare an order for shipment after the order has been placed.

Shipping time is the time it takes for the package to be transported from the seller to the buyer's location after the package has been shipped.


Shipping guideline:

USPS Priority: 1-3 business days

USPS First Class: 2-3 business days

UPS Next Day Air: 1 business day

UPS 2nd Day Air: 2 business days

UPS Ground: 1-5 business days

How can i track my package? 

Please note that your tracking number is generated after your shipping label has been printed and will be sent to your email address. Please ensure that you check your spam folder in case the email was redirected there. It is important to note that tracking numbers are not automatically created immediately after placing an order.

If you have not received your tracking number after 3-8 business days, please contact our customer support team at

The website says i get free shipping over $100, why was i still charged? 

Please note that free shipping is only available for orders that exceed a subtotal total of $100, AFTER all discounts have been applied. If you were charged for shipping in error, kindly email us so that we can issue a refund for the shipping fee.

The tracking information for my package says delivered but I haven't received it. What should I do?

Please ensure that the address you provided during checkout is accurate and complete. Check to see if it has a missing unit number or if the zip code is correct. If the provided information is correct, reach out to your postal carrier to confirm if the package was marked as delivered by accident or delivered to a wrong address. If you take all these steps and the issue persists, please contact us at within 24-48 hours so that we can assist you in resolving the issue

Holistic Vybez offers the option to protect your package by purchasing Route. Route protects against items marked as delivered but they haven’t been delivered. If you have purchased route we will file a claim for you. If you have chosen NOT to purchase route, you will have to file a claim directly with the carrier.

My package has shipped and there is an error in the address. What should I do?

Unfortunately, once our packages ship we have no way of adjusting the delivery address. You can attempt to reach out to the postal carrier to have them update the address. If the package is returned to us, we would be happy to reship it to the correct address.

If your address is undeliverable, incomplete or incorrect, the package will be returned to us and you will be responsible to pay the shipping costs again. If you would like a refund for the returned items, the shipping costs are non-refundable. NOTE: This applies to dry products only. Holistic Vybez does NOT offer refunds, returns or exchanges for Sea Moss Gel products due to their perishable nature. However, we will offer a 40% discount code for your next purchase.

My shipping label was created but i dont see any updates. What's the delay ?

To ensure a more streamlined and organized order processing, we typically print and sort shipping labels a few days before the actual shipping date. This approach helps us manage the high volume of orders that we receive more efficiently.

My order has not arrived by the estimated delivery day. why is it late?

Unfortunately, our system generates the "estimated delivery date" as soon as the shipping label is printed. For a more precise delivery date, please check the tracking number directly on UPS or USPS websites after a few days.

Do you ship internationally? 

Yes, we ship worldwide. However, we are not responsible for additional fees related to customs. Once your order has been packed and shipped, Holistic Vybez cannot assume responsibility for import duties or customs fees. If you decide not to pay the additional fee upon delivery, we cannot issue you a refund.


As much as we loved to, unfortunately we cannot ship the gels elsewhere outside the US as it will spoil. We do ship worldwide for all of our dry products.


Where is your sea moss sourced?

We’ve thoroughly vetted countless sea moss suppliers to provide our customers with the most authentic and natural sea moss on the market. We have a reliable direct source in St. Lucia that we source all Holistic Vybez sea moss from.

Can children take sea moss?

Absolutely! Children should only take 1 sea moss gummy or 1 teaspoon of our sea moss gel once a day.

What is the difference between the 3 gels? 

St Lucia Gold is strictly our gold sea moss made into a gel. It has the an abundance of essential minerals needed.

Elderberry and Soursop Blend is our best seller which has the added benefits of extra vitamin C, cancer and bacteria fighting properties, and an extra boost of antioxidants that help combat infections.

Electric Dragon is our top of the line nutrient packed gel. It has bladderwrack and burdock root which provides an abundance of minerals our bodies need. It also has dragonfruit as well which is high in fiber and aids in regulating blood sugar, making this gel an antioxidant powerhouse. All of our gels are relatively tasteless. They have a hint of agave which acts as a natural preservative. However, it is very subtle and not overwhelming.

What is the difference in the raw sea moss colors?  

So sea moss naturally comes in color. The way the gold color is achieved is by drying it in the sun to “bleach” the color out. The full spectrum and royal purple naturally have more phytonutrients and antioxidants because of the color. However, they both have an abundance of minerals that sea moss offers.

Is this sea moss Chondrus Crispus?

It is Eucheuma Cottonii which is grown in warm climates most notably around Jamaica and St. Lucia. It is highly available and comes with high nutritional content. All of our sea moss gels are made with Eucheuma Cottonii. We also offer Chondrus Crispus known as the Irish Moss in raw form. However, both are extremely beneficial for you


How long does the raw sea moss last? 

Sea moss can last for one year if stored in a cool, dry place, like your kitchen cabinet.

How long does the sea moss gel last? 

Sea moss gel must be refrigerated! Typically, sea moss gel lasts 3-4 weeks. If you order more than one jar of sea moss gel, we suggest freezing the jars you aren’t using in order to extend the shelf life. Sea moss gel can last up to 6 months in the freezer!

As soon as you receive your gel, refrigerate it for 5 hours before use. We freeze all gels before shipping and securely wrap them in an insulated mailer and added packaging. However, you'll want to refrigerate for a few to make sure it will return to it's intended consistency. Gels should be used within 3-4 weeks.

How long does the sea moss gummies last?

The sea moss gummies should be stored in a dry, cool place like you would any other vitamin or supplement. Our sea moss gummies have a shelf life of 2 years. However, trust us, they won’t last that long because they taste so good!


Where are you located & what are your business hours? 

We are located at 2605 Mountain Industrial Blvd Suite 12, Tucker, GA 30084. (Upon entering the parking lot, our suite can be found at the far end on the left.)

Here are our store's operating hours:
Monday: 10 AM-5 PM
Tuesday: 10 AM-5 PM
Wednesday: 10 AM-5 PM
Thursday: Closed
Friday: 10 AM-3 PM
Saturday: Closed
Sunday: Closed  

Our customer support team is available by phone Monday through Friday, from 10:00 am to 6:00 pm (Eastern Standard Time)

Do you offer in store pick up? 

Certainly! We provide the option for local pick-up at our warehouse. After your order is prepared, we will send you an email notification stating that it is "ready for pick up." Please note that local pick-up is strictly by appointment only.When you receive the email notification, please call us at 888-539-8875 or email us at to arrange your pickup.

Please note if a week has passed after we've sent your "ready for pick up" email, we cannot hold gel products any longer to ensure that it does not affect the product's shelf life for our customers.

Where can I find your policies?

Our shipping policy and our refund policy can be located at the bottom of our website in the "Useful links" section.

in preparing sea moss why do you use boiling water? 

Sea Moss is typically soaked in water to rehydrate it and remove any debris or impurities. While some people prefer to use room temperature water, others opt for hot or boiling water for a quicker soaking process.

Boiling water can actually be beneficial for Sea Moss as it helps to break down the tough cellular structure of the seaweed, making it easier to blend and use in various recipes. Additionally, boiling water can help to sterilize the seaweed and remove any potential bacteria or contaminants.

While it's true that some nutrients can be lost when food is exposed to high temperatures, the impact of boiling water on the nutrient content of Sea Moss is minimal. In fact, many of the nutrients in Sea Moss, such as iodine, potassium, and iron, are relatively stable and not easily degraded by heat.

I have a question that wasn't answered, can you please help?

Absolutely! We are here to help you! We can be reached by phone, email or live chat.

Phone: 888-539-8875

Email: or click the "Contact Us" option at the top of our website for live chat and we will be happy to assist you in any way we can.

If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.