FAQ
Shipping
Where do you ship to?
We ship worldwide from the United States.
How long will my order take?
Orders will ship within 10-14 business days. Many orders ship much sooner but certain products are reproduced to meet demand. Please refer to individual product pages for details about updated shipping timelines. You will receive a ship notification when your order leaves our warehouse.
This does not include time in transit and is regardless of shipping method chosen at checkout.
How much does shipping cost?
All shipping rates will vary depending on a few different factors, some of which include:
* Domestic vs International shipments
* Total weight of package
* Selected shipping method
What happens if my package is lost or stolen?
We are not responsible for any packages that are lost, stolen or damaged after it leaves our warehouse.
To protect your shipment, we offer Route+ Shipping Protection to insure your order against loss, theft and damage. This is available to add at checkout.
For more information on Route+, click here.
I'm buying from outside the US. Will I owe duties and taxes?
Duties and taxes vary by country and by the item(s) purchased, and may be due at time of delivery if required in your country.
We are not responsible for any duties or taxes due to import your order to your country. Refunds for shipping are not available for unclaimed orders that are returned to sender.
Orders
Can I cancel my order?
All sales are final. We are unable to offer refunds at this time.
Do you offer exchanges?
Exchanges are dependent on current stock levels and item(s) purchased. Please email ei@emeraldfulfillment.com for any exchange inquiries. The cost of shipping will be the customer's responsibility.
Can I change my shipping address?
Yes, as long as your order has not already shipped! Please email ei@emeraldfulfillment.com with your name, order number, and updated shipping address as soon as possible. Once your order leaves our warehouse we are unable to make any changes.