Frequently Asked Questions
- 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.
- 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)
- 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
- Your satisfaction is important for us. We offer a 30-Day Return/Exchange Policy (from the date the product was received). For returns or exchanges, please email firstname.lastname@example.org with your order number, full name, and the reason for the return/exchange. **ALL SALES ITEMS ARE FINAL (NO RETURNS)** If you receive a damaged product, we can process a refund or replacement. To be eligible for a return or exchange of goods, product must be unused, undamaged, unwashed, and accompanied by proof of purchase from our website emersonandfriends.com. To return or exchange products purchased through 3rd parties carrying Emerson and Friends, please reach out to the location the product was purchased from. Please note that customers are responsible for shipping costs of returned items or exchanges requested outside of the 30 day window of delivery. When returned product is received and inspected, you will be notified of your refund processing. Please note that shipping of returned items will not be refunded. ONLY cost of the product will be refunded.
- 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 email@example.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.
- 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** Please email firstname.lastname@example.org if you have a damage or sizing issue with a clearance item and we will work to find a resolution.
- DISCOUNT POLICY All discounts must be presented prior to purchase. Coupons cannot be combined with other promotional codes, sitewide sales, or clearance items. We are unable to accept returns after 30 days of delivery or 30 days of purchase in store. Must have receipt for returns of merchandise in store. Must have Emerson and Friends order number for returns of merchandise online. 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 Frequently Asked Questions at https://emersonandfriends.com/pages/retail-faqs and Terms of Service at https://emersonandfriends.com/policies/terms-of-service.
- 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
- Though each product is inspected for quality assurance before shipping, it is possible to receive a damaged item. In addition, due to human error, order mistakes are possible. For these reasons, it is important to open & inspect your items as soon as you receive them. Please notify us within 30 days of receiving your package if there is anything wrong with your order. We cannot honor changes outside of the time frames, as stated within our policies. If damaged or incorrect item is no longer available, we will reach out to find a suitable replacement.
- 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, visit: https://emersonandfriends.com/pages/sizing-charts
- Office Hours: Mon - Fri from 9AM to 5PM
- Phone: 727-238-3222
- Email: email@example.com