Lost/Damage Policy


If you have not received your order or found it damaged on arrival please review the following.

To submit a claim:

Please email Serenity Seamoss (info@serenityseamoss.com) with below information:


  • Tracking number *
  • Relevant Dates*
  • Receiver Address*
  • Receiver Contact*
  • Receiver's postal code (Example: A8A 8A8) *
  • First Name *
  • Last Name *
  • Email Address*
  • Phone number *
  • Description of when you attempted/received your product*

(Note: Shipments are only deemed lost by Canada Post after 10 days of the expected delivery date)

  • Condition of product*
  • Attach Pictures*

Again, customer satisfaction is of the utmost importance to us. We will open an incident ticket with Canada Post on your behalf once all the necessary details listed above are provided. Once your claim is approved, we will replace your order (including shipping fees that were paid) or apply a credit.

You can also view Canada Post’s Covid updates and Policies at:


Cancellation Policy

Orders that have yet to be processed can be cancelled if the cancellation request is received within 24 hours. This does not apply to Gels and SeaMask orders. Unfortunately, at this time, Gels and SeaMask orders cannot be refunded.