We did respond to Sarah's emails, including her cancellation request — though her order had already shipped at that point, per our policy. Her subscription was cancelled as requested.
Regarding the mold: sea moss gel is a fresh, preservative-free product with a clearly stated 3–4 week refrigerated shelf life. Mold at the bottom of a nearly empty jar is a natural result of increased oxygen exposure as the product gets used up near the end of its shelf life — not an indication of how the product left our facility. We explained this thoroughly and offered storage tips (like freezing portions) to help future jars last longer.
We value every customer and stand behind the quality of our products. Anyone with questions about shelf life or storage is always welcome to reach out to us directly.
