Shipping policy
We are eager to make sure Embersil customers have the best possible shopping experience we can provide. Transparency and communication is important to us.
Once an order is placed there is a 1-3 business day processing time. Orders are packed with intention and shipped within 5-10 days once they are processed (unless otherwise specified on the product page). Emails go out to confirm the stages of the order. If you have not received status updates on your order, please check that emails from orders.embersil@gmail.com are not being routed to your spam folder. When an item has been shipped tracking is sent for the customer to follow the progress of their purchase(s). The best possible estimate on arrival time is usually included with the tracking info through the shipping provider. Any in-house shipping projections are estimated with processing, packaging, and basic shipping times to the US in mind but frequently arrive sooner because we strive to get treasures to their new owners as promptly as possible. We are as excited for customers to receive their items as they are. International orders are subject to duty and customs delays. Shipments outside of the US (especially with the state of the world right now) may deviate from the estimates provided.
You can always contact us with your questions by replying to your order confirmation from orders.embersil@gmail.com, using the contact form or our direct email at embersil.business@gmail.com. Please provide your order number so we can give you the best service possible.
Once items are in the shipping phase of their voyage to their new home, we only have access to the same information through the tracking info as our customers. If a package is marked as delivered but has not arrived, please allow for up to 3 business days in case a postal error was made (sometimes things get marked as delivered by mistake and they arrive in the following day or two). In the event something does indeed go missing we won’t know unless our customer contact us. Please send as much info as possible in initial contact with your order number. From there we can explore the best possible steps to resolve the issue. Lost, damaged, or stolen packages will need to be addressed with the delivery service. If items arrive damaged or different from the product listing please include photos so we can get the item replaced for you and take action to avoid the situation in the future if possible.
It is the customer’s responsibility to check sizing, color choice, and other variants before finalizing the order.
Free shipping is valid on orders of $100 or more, after promotions and discounts are applied. Packaging, taxes and prior purchases do not qualify toward the minimum purchase requirement.