Frozen Treat Container

We offer trackable domestic and international shipping!

Please note that standard 2-4 business days processing time is separate from the shipping times. During busy seasons / holidays, processing times can take 5-8 business days.

Shipping Times:

• Domestic: ​2-8 business days​
• Canada: 11-25 business days
• Australia and New Zealand: ​7-25 business days                                          
• Europe: ​7-25 business days
• Latin America: ​7-25 business days
• Africa: ​7-25 business days
• Other countries: ​14-30 business days

Exceptions apply. Unfortunately, due to some specific customs procedures, the delivery to some countries is not available at this time. We don’t ship to OFAC sanctions country list: ​Balkans, Belarus, Burma, Cote D'Ivoire (Ivory Coast), Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, North Korea, Sudan, Syria, and Zimbabwe.

Some distant areas can take a bit longer, but we’ll get it to you!

• The given delivery dates are estimates calculated from the date an order is out for shipment, keeping in mind the transit time.
• Deliveries might take longer than expected because of incorrect shipping address, bad weather, stringent customs clearance procedures, or any other unavoidable circumstances.
• Please note that import duties, and any other additional import charges and taxes are not included in the item price or shipping charges. These charges are ultimately the buyer's responsibility.
• International customers need to provide their full name in order to be customs compliant. We are not responsible for returned packages if customers don't meet this requirement. Names like "John S" will not be compliant and will not pass customs.

Order Confirmation

After payment has been processed, an order confirmation email will be sent to the email listed at the time of checkout. Once the email confirmation has been sent, your order will begin to be processed.

Processing Time

The order processing time might take up to 2 - 4 business days*. Processing includes checking, packing, and sending your orders to the post-office. After all these procedures, the tracking number will be provided to you via email.

If you place your order after 11:45 am Pacific Standard Time on Friday, or over the weekend (Saturday or Sunday), your order will be shipped the following week.

Order Payment

All customers are charged at the time of purchase. ​All payments are in USD. ​Paying in local currency means your home bank handles the currency conversion; they will convert the currency from USD to Local currency for you. Please note that your bank may have a small conversion fee.

Our return and exchange policy is effective for ​15 days​ after receiving your order.​ Return and exchange requests must be made within 15 days or the request will be politely declined. 

To be eligible for a return or exchange, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. 

Returns / Exchanges

We aim to get it right the first time which is why we inspect each product multiple times throughout our quality control process. If you feel you have received a defective or the wrong product, please contact us at support@emerypets.com within 15 days of receiving your order, and we will work with you to resolve the issue. If 15 days have passed since your order was delivered, unfortunately we won’t be able to offer you an exchange or a refund for the items you wish to return. Please note that the shipping costs for the return/exchange is the customer’s responsibility.

Once your exchange or return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund (minus the shipping cost) will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank.  

Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc.​ We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please contact us immediately after placing your order and we will do our best to assist you. 

Please make sure to read our item descriptions carefully. ​Please bear in mind that photos may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.

Exchange Request Instructions

Please follow these instructions for Return Request:

1. Take a photo of the problem – If the problem is size, please use a ruler.
2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to ​support@emerypets.com.
3. Please include the following:
   - The photo(s)
   - A specific description of the issue
   - The Order Number - If there are multiple products in an order, identifying the product with the issue

Our support team will respond within 1 business day and exchange or refund Instructions will be provided.

Refunds 

Once approved for a refund, your refund will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days. Please note it can take up to 7 days for your refund to be processed. If you haven't received your refund after a week, please contact your credit card company to verify. If you're still having trouble, please contact us at support@emerypets.com for assistance.

Cancellation Policy

We understand that sometimes you may need to cancel your order. We have a cancellation policy in place to ensure that both parties are protected.

If you need to cancel your order, please contact us immediately. If your order has not yet been fulfilled, we will process your refund promptly. However, if an order is placed multiple times and cancelled multiple times within a five-day period, we reserve the right to charge a cancellation fee (10% of the full cost of the order) on the third cancellation and thereafter.

Please note that once your order has been processed and shipped, we can no longer cancel your order.

To cancel your order, please contact our support team at support@emerypets.com immediately before your order is fulfilled. We will assist you with any questions or concerns you may have.