FAQ
Shipping
Where do you ship to?
We ship worldwide from the United States.
How long will my order take?
Please refer to the product descriptions for expected ship dates. If you ordered multiple items, your order will be held until the entire order is ready to ship.
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.
Why is the shipping cost higher for international orders?
Our international orders have duties and taxes included in the total shipping cost, so you don't have to worry about it at the time of delivery.
Any applicable duties and taxes for your delivery location are calculated at checkout and included in your total shipping cost. The order is then shipped 'duties paid' so it will arrive quickly and efficiently.
Orders
Can I cancel or return 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 help@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 help@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.