Shipping policy
Shipping Policy
Last Updated: 2-11-26
Thank you for shopping with us. Please review our shipping policy below to understand how and when your order will arrive.
Placing an order with us means you agree to the terms outlined below.
Order Processing
All orders are processed within 1 to 3 business days, excluding weekends and holidays.
Once your order has shipped, you will receive a confirmation email with tracking information. Please allow up to 48 hours for tracking to update after receiving your confirmation.
Orders cannot be modified once they are placed.
Shipping Rates
We offer:
• Free standard shipping on all US orders over $50
• Calculated shipping rates for orders under $50
Shipping rates are calculated at checkout based on your delivery address.
Delivery Timeframes
All orders ship from our US fulfillment center.
Estimated delivery time is 5 to 10 business days after dispatch.
Please note:
Delivery times are estimates, not guarantees. Once a package leaves our fulfillment center, delivery is handled by the carrier and may be affected by weather, carrier delays, peak seasons, or other factors outside of our control.
Business days do not include weekends or holidays.
Tracking & Delivery Responsibility
Once your order ships, tracking information will be sent via email.
It is the customer’s responsibility to monitor tracking and ensure someone is available to receive the package if required.
If a package is marked “Delivered” by the carrier:
• We are not responsible for lost or stolen packages.
• We are unable to issue refunds for packages confirmed as delivered.
If your tracking shows delivered but you cannot locate the package:
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Check with household members and neighbors.
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Check around your property and mailbox.
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Contact the shipping carrier directly to file a claim.
We are happy to assist you in contacting the carrier if needed.
Incorrect or Incomplete Addresses
Customers are responsible for entering the correct shipping address at checkout.
If an order is returned due to:
• Incorrect address
• Incomplete address
• Failed delivery attempts
The customer will be responsible for the cost of reshipping.
We are not responsible for orders delivered to incorrectly provided addresses.
Failed Delivery or Refused Packages
If a package is refused or undeliverable and returned to us, original shipping fees are non-refundable.
Return shipping fees may be deducted from any approved refund.
Shipping Delays
We are not responsible for delays caused by:
• Carrier disruptions
• Severe weather
• High-volume periods
• Customs or regulatory delays
• Inaccurate address information
We do not offer refunds for shipping delays once an order has been dispatched.
Damaged Items
If your order arrives damaged, you must contact us within 48 hours of delivery.
Please include:
• Your order number
• Clear photos of the item
• Clear photos of the packaging
Claims submitted outside of 48 hours may not be eligible for replacement.
Fraud Prevention & Chargeback Protection
To protect our customers and our business:
• All orders are subject to fraud review.
• We reserve the right to cancel or delay suspicious orders.
• We reserve the right to require signature confirmation on high-value orders.
False chargebacks for items confirmed as delivered may be disputed with the shipping carrier confirmation and order documentation.
Refunds
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Contact@emberandroot.com. Please note that returns will need to be sent to the following address: 3135 1st Ave N, St.Petersburg Florida
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at Contact@emberandroot.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Contact@emberandroot.com.com
Contact
For any shipping-related questions, please contact:
[Contact@emberandroot.com]
[Ember & Root]