Orders & Shipping
Where is my order?
Production times vary by product:
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Décor items: 8–10 weeks from order to delivery. If you need your order sooner, please ask your sales representative about expedited options.
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Banners: 2–3 weeks production + 4–7 days shipping
If your order falls outside these windows and hasn’t arrived, please contact us through our website.
Can I get updates on shipping?
Your sales representative will keep you informed with all relevant shipping updates as they become available.
How do I check my order status?
We do not receive real-time order statuses from our vendors. For updates, please reach out to your sales rep.
Where can I pick up my order?
Order pickup is not preferred, but may be available for certain products. Please check with your sales representative regarding your specific order. Some parts of your order may be eligible for pickup while others may not, as we ship from multiple locations depending on the product.
Shipping & Freight — what should I expect?
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Décor items: Most ship via commercial freight and may require a liftgate or two-person lift from the truck. Larger items often don’t fit in boxes and may be shipped unboxed, securely tied down inside the trailer.
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Banners & hardware: Typically shipped via UPS.
All products ship FOB (Freight on Board) from our facility. Freight charges will appear on your final invoice unless otherwise specified. Delivery timelines are estimates and may be affected by carrier delays or production scheduling.
What states and countries do you ship to?
We ship to all 50 U.S. states, Canada, and worldwide.
Please note:
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International orders require 100% payment up front via ACH or wire transfer.
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We do not accept international credit cards for first-time orders.
Delivery & Inspection + Reporting Damage
What should I do when my order arrives?
It is critical to inspect your shipment thoroughly before signing the Proof of Delivery (POD). This applies to all products, but especially to fiberglass and metal props, which can be more vulnerable to freight-related damage.
Instruct the driver to wait while you inspect for any damages or issues. Do not allow them to leave until you’ve confirmed the shipment is in good condition.
Please follow these steps:
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Open all boxes and inspect for visible damage, missing items, or mishandling.
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Take photos of any issues before signing the POD.
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If damage is found, note it clearly on the POD and consider refusing the item(s) if necessary.
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Only sign the POD once your inspection is complete.
Why is this important?
Once the POD is signed without documenting damage, it becomes extremely difficult to file a successful claim. Freight insurance only applies if damages are identified before signing.
Delivery Check-Off List:
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Verify correct number of packages
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Check all boxes/products for visible damage
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Confirm key or high-value items (fiberglass, metal props) are present and intact
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Clearly document any issues on the POD
Reporting Damage
If you receive a damaged product, you must notify our Customer Service Team within 24 hours of delivery by emailing lwilliams@moscadesign.com. Your message must include:
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A clear description of all damages or defects
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Supporting photos of the product and packaging
You are also required to:
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Retain the original carton and damaged merchandise for inspection
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Understand that without these materials, no claim, replacement, or refund can be honored
Important:
If the POD was not marked at the time of delivery, your ability to receive a successful claim approval is significantly reduced.
Mosca Design has five (5) business days to report any concealed damage to the carrier. These claims are not guaranteed, and resolution may take several months.
Our Customer Service team is here to assist you throughout the process. Following these steps ensures your claim is handled as swiftly and successfully as possible.
Design & Customization
I need help designing a display — who can I talk to?
Start by contacting your sales representative or using the website chat. They’ll guide you through the design process and connect you with the right resources.
Can I design a custom banner?
Absolutely. Custom designs are available for banners. Your sales rep will help bring your ideas to life.
What can be customized?
We offer flexible customization across nearly all product categories:
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Change colors and styling on most displays
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Create custom-sized banners, pole mounts, and self-standing displays
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Develop branded or themed displays to match a specific color palette, mood, or setting
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Choose from a wide variety of materials, each suited to specific environments and display needs
What are the most popular outdoor commercial holiday decorations?
Top sellers include:
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Commercial Christmas trees
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Pole-mounted decorations
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Seasonal props and lit photo op displays
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Classic décor like wreaths, garland, and bows
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Sets of holiday lights
Product Support & Resources
Do your products come with warranties?
Yes. Our warranties vary by product type:
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Banners: 2-year warranty (or 3–4 years when used with our hardware, depending on fabric)
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Most décor items: 5-year warranty
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RGB items: 1-year warranty. However, we include extra lights and components with each prepackaged RGB product to help offset any issues that may arise during the season.
If you’d like to confirm the warranty for a specific product before ordering, just ask your sales representative — we’re happy to provide those details.
Do you have catalogs?
Yes. Contact us or your sales rep to request a copy.
What if I need help after receiving my product?
Our team is available 7 days a week to help resolve any product-related issues.
Every customer is assigned a dedicated sales representative who can work with our technical team to troubleshoot. We also offer:
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Support videos
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Instructional documents
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Phone support to walk you through quick solutions
Do you provide installation instructions?
Yes! We provide detailed installation diagrams with each order. We can also email you a copy of the instructions upon request. Additionally, we maintain a YouTube channel with installation videos for many of our most popular products. If you still need help, phone support is always available through your sales rep and our technical team.
Do you offer installation services?
Yes. We offer full-service installation across the United States. Whether it’s setup, takedown, storage, or refurbishment, our experienced crews can support your project from start to finish. Contact us with your project details and we’ll provide a custom quote.
Do you provide technical support for lighting systems?
Absolutely. For RGB, animated, or controlled lighting systems, we have a dedicated lighting programmer who can assist you. We can support with:
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Custom programming and sequencing
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Assistance with protocols and controllers
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Tailored lighting animations
Let us know your needs and we’ll get the right team involved.
Payments, Tax & Cancellations
What forms of payment do you accept?
All payments must be in U.S. funds. We accept:
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Checks
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Cashier’s checks
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Credit cards (processing fee applies)
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ACH
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Wire transfers
What are your payment terms?
Payment terms vary by customer type:
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New Customers: 100% payment required up front.
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New Customers with Approved Credit: 50% deposit due at the time of order; remaining balance (including freight) due upon delivery.
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Existing Approved Customers & Government Institutions: Net 30 terms available upon approval. Payment is due within 30 calendar days of invoice date.
Are you tax exempt if you’re a nonprofit or municipality?
Yes. To remove sales tax, we must have your valid tax-exempt documentation on file prior to your order. Please send paperwork to your sales rep or upload it via our website before placing your order.
Can I cancel or change my order?
Because most of our products are made to order, cancellations or changes must be approved in writing. If production has already started, a 20% restocking fee may apply.
Account & History
How do I find my past orders?
We can provide you with a history of previous orders upon request. Please contact your sales rep or use our website’s contact form.
Return Policy
Can I return my order?
Most of our products are made to order, and therefore not eligible for return.
For stock products, returns are accepted within 30 days of delivery and are subject to a 20% restocking fee. Items must be unused and in their original packaging. Please contact your sales representative before initiating any return to confirm eligibility.
Ownership & Risk
When does ownership transfer?
Title and risk of loss transfer to the buyer once your order leaves our facility.
Placing an Order
How do I place an order?
You can place an order online through our website or by contacting your sales representative directly.
Please note:
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Freight charges are additional and will be included on your final invoice.
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A signed approval of your price quote is required before we can begin production.
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Payment must be submitted based on your account terms.
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Government entities may submit an approved purchase order (PO) on official letterhead in lieu of payment upfront.
Wholesale Accounts
Do you offer wholesale accounts?
Yes! Wholesale accounts are available. Please contact our office to set up an account and access special pricing. We’ll need your tax documentation on file, along with some basic company information, to get started.