Frequently Asked Questions

SHIPPING

  • SHIPPING LOCATIONS We are based in Clearwater, FL but we ship worldwide! All shipping methods and prices vary based on carrier rates and will be displayed at checkout.
  • ORDER PROCESSING/SHIPPING TIME Orders placed Monday-Friday usually ship the same day or next day after ordered! Orders placed over the weekend may take up to 2 businesses days to ship. When experiencing high volume, it may take up to 5 businesses day to ship. A banner will be posted on our website alerting of high volume periods. Shipping time varies based on location, shipment method, and other factors pertaining to the shipping carriers. If shipment issues occur, please reach out to the shipping carrier associated with your shipment for details. Dates provided at checkout are estimated dates provided by carriers. Emerson and Friends cannot guarantee shipments will arrive by this date. Once a package is marked as shipped and leaves our warehouse, Emerson and Friends is no longer responsible for the package. Any issues with shipments should be addressed with the shipping carrier. Other exclusions may apply.
  • SHIPPING COST Orders over $80 will ship for free! (only valid for United States) Orders under $80 are charged shipping depending on the chosen delivery method and location. All shipping methods and price will be displayed at checkout. Free shipping is not valid on international orders. All shipping methods and prices vary for orders shipping outside of the United States based on carrier rates. Methods/pricing will be displayed at checkout. Free shipping not valid during sitewide sales (i.e. Black Friday Sale, End of Season Clearout). Free shipping threshold can change at anytime with no notice given. Other exclusions may apply.

PICK UP AT OUR CLEARWATER STOREFRONT

  • Found something you love and want to pick it up at our store? Simply look for the "Available for Pick Up" icon on the product page. If you don't see this option, email us at customercare@emersonandfriends.com, and our team will assist in making your items available for pick-up.

ALL ABOUT BAMBOO/HOW TO WASH

  • MOM TESTED: Our luxury fabrics stand up to many washes and are loved by our mamas. Don't take it from us, try it and you'll want to put your little one in it every night!
  • Wash: Machine wash cold / Tumble dry low
  • Bamboo Disclaimers: Bamboo fabric is known for its softness and natural properties, making it a popular choice for comfortable clothing. However, due to its delicate nature, bamboo is prone to pilling and requires special care to maintain its quality and appearance. Please be aware that imperfections may occur if the fabric is not cared for or washed according to the recommended guidelines. To ensure the longevity of your bamboo garments, we advise following the care instructions provided. We are not responsible for any damage resulting from improper care, washing or everyday wear-and-tear. Thank you for understanding and for taking the time to care for your bamboo fabric items properly.

INTERNATIONAL CUSTOMERS

  • Your local government determines duty and customs charges. International customers are responsible to pay for all applicable fees. When placing an order, you are considered the importer of record and must comply with all applicable laws and regulations. Charges for duty and customs are in addition to your shipping charge and must be incurred by you. You should contact your local customs office for further information. **If package is refused due to incomplete payment of duty and custom charges, your order is not eligible for a refund or redelivery.**

RETURNS, REFUNDS, EXCHANGES

  • Emerson and Friends will gladly accept returns/exchanges of products purchased directly from both our online and brick and mortar stores within our guidelines listed below. If you purchased from a 3rd party retailer, please contact the retailer for their store specific policy: Click Here for Return Policy

MISSING PACKAGES

  • Please contact your neighbors and local post offices to ensure that the package is not in their possession. Allow up to 14 business days before reporting this issue. In recent cases, we have found that packages have been marked delivered by delivery services one day and have been delivered a few days after. Emerson and Friends is not responsible for missing or damaged packages. If your package has not been received within 3 weeks of receiving your shipping notification email (6 weeks for international orders), please contact us at customercare@emersonandfriends.com and we will provide directions on how to file a claim with USPS or UPS. Once a package is marked as shipped and leaves our warehouse, Emerson and Friends is no longer responsible for the package. Any issues with shipments should be addressed with the shipping carrier.
  • RETURNED MAIL If a package is returned because the address provided to us was not correct, we are not responsible for re-shipping. We will contact the buyer for the correct address; shipping & handling charges will need to be re-paid before we can send the package again.

PRICING/SALES

  • Promotional pricing is only valid during promotional sales period. If products are purchased outside of the date window of a promotional sale, discounted price will not be honored. Refunds, returns, and exchanges of orders previously placed will not be processed for the purpose of receiving discounted prices. We are unable to accept returns for Clearance items.
  • DISCOUNT POLICY All discounts must be presented prior to purchase. Coupons cannot be combined with other promotional codes, sitewide sales, or clearance items. Emerson and Friends reserves the right to change or update information (including pricing) or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). For additional exclusions, please reference our Terms of Service.

ORDER ADJUSTMENTS

  • We do our best to ship ready-to-ship orders the same or next business day. Because of this quick turnaround time, the window for adjusting or cancelling orders is very short. If your cancellation request is seen prior to us processing your order, we are happy to cancel your order for a full refund, but once the order is in process, we can no longer cancel it.

DAMAGED ITEMS/ORDER ERRORS

  • Damaged/Incorrect items MUST be reported with a photo of the damages within 7 days of receiving the goods to customercare@emersonandfriends.com.

SIZING/FIT GUIDES

  • Find the size guides for each product in the listing photos + find fit information in the descriptions of the product listing. To view size guides all in one place, click here.

CONTACT US

  • Office Hours: Mon - Fri from 9AM to 5PM
  • Phone: 727-238-3222
  • Email: customercare@emersonandfriends.com