Good to know
Questions before you order
Delivery
When will my order arrive?
We prepare your order in 0–1 business days, and the carrier then delivers it in 4–5 business days, so allow 4–6 business days in total, counted from the business day your order enters processing. Orders placed before 4:00 PM ET on a business day enter processing that day; later orders, and orders placed on a weekend or a holiday, start on the next business day. The estimated delivery dates under the price already take all of this into account. Shipping is free to any US address; we don’t ship outside the United States.
How much is shipping, and where do you ship?
Shipping is free on all orders to the United States, with no minimum order. This includes Alaska, Hawaii, Puerto Rico and the other US territories, APO/FPO/DPO military addresses, and PO boxes. We ship only to addresses within the United States. We do not offer international shipping.
How can I track my package?
As soon as your order ships, we email you its tracking number. The first tracking update usually appears within 48 hours of shipment. To see where your package is, open our Track Your Order page and enter your order number with the email address or phone number used for the order, or enter your tracking number. The page shows the latest status from the carrier.
What if my package is running late?
Weather and peak seasons can sometimes slow a delivery. First, check the latest update on our Track Your Order page. If your package has not arrived 2 business days after the estimated delivery date, contact us at support@emerastore.com with your order number. You can also reach us by phone at +1 (302) 213-6322 or through our contact form. We’re available Monday to Friday, 9:30 AM–6:00 PM ET, and you’ll hear back from us within 1 business day. We’ll look into it with the carrier and keep you updated. If we can’t ship your order on time, we’ll email you a new shipping date before the end of our processing time, and you can accept it or cancel the order, which we refund in full within 3 business days.
Returns & refunds
Are returns free?
Yes. We cover return shipping. There’s no restocking fee, and you have 30 calendar days from delivery to request a return. Products must be unused and returned in their original condition, with their original packaging and all included accessories. To start a return, email support@emerastore.com, call +1 (302) 213-6322, or send us a message through our contact form with your order number. We’re available Monday to Friday, 9:30 AM–6:00 PM ET, and you’ll hear back from us within 1 business day. After reviewing your request, we send you the return steps and the address to use. Please wait for our confirmation before sending anything back.
What if an item arrives damaged or isn’t what I ordered?
Email support@emerastore.com with your order number and a few photos of the item and its packaging. You can also reach us by phone at +1 (302) 213-6322 or through our contact form, and then email us the photos. We’re available Monday to Friday, 9:30 AM–6:00 PM ET, and you’ll hear back from us within 1 business day. We cover return shipping. Once we approve the return, your refund is issued to your original payment method within 7 business days.
When will I get my refund?
We inspect your return within 2 business days of receiving it. Once it’s approved, your refund is sent to your original payment method within 7 business days. After that, the time it takes for the credit to appear depends on your bank or card issuer.
Can I change or cancel my order?
Yes. Contact us within 2 hours of placing your order, counted from the time on your order confirmation email, and your cancellation is guaranteed: email support@emerastore.com or send us a message through our contact form at any time, or call +1 (302) 213-6322 during our support hours (Monday to Friday, 9:30 AM–6:00 PM ET), with your order number. The time we receive your request is what counts, even if we reply later. After 2 hours, we can still cancel or change your order as long as we haven’t started preparing it for shipment, but we can’t guarantee it. A canceled order is refunded in full to your original payment method within 3 business days. If it has already shipped, you can request a free return within 30 calendar days of delivery. You’ll hear back from us within 1 business day.
Payment & support
How can I pay?
Visa, Mastercard, and American Express cards, plus Apple Pay and Google Pay. Prices are in US dollars and include applicable taxes.
How can I contact you?
Email support@emerastore.com, call +1 (302) 213-6322, or write to us through the contact form. If your question is about an order, please include your order number. We’re available Monday to Friday, 9:30 AM–6:00 PM ET, and you’ll get an answer within 1 business day.
Can I send it straight to someone as a gift?
Yes. At checkout, enter the recipient’s name and US address as the shipping address, and we ship it there for free. Gift returns follow our usual return policy, and refunds go back to the original payment method.
