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We offer trackable domestic and international shipping!
Shipping Time:
Shipping times may vary depending on location, shipment method and other factors. Busy seasons / holidays / restocks & new launches may result in longer processing times and shipping times. Shipping options will be shown at checkout. Please note that standard 2-4 business days processing time is separate from shipping times.
Please allow 2-7 business days for shipping on US domestic orders and 7-28 business days for international orders. Delivery days are estimates only and not guaranteed. Your patience is greatly appreciated! If you haven't received your order within the timeframe listed above, please contact us at support@emerypets.com.
Duties and Taxes for International Orders
We understand that receiving your order smoothly and without any surprises is crucial to your overall shopping experience. Therefore, we want to bring to your attention an important aspect regarding international shipments that you may not be aware of.
Please note that international orders are subject to duties and taxes imposed by the customs authorities of your country. These charges are separate from the shipping fees you may have already paid at checkout and are ultimately the customer's responsibility.
Please be advised that these duties and taxes are typically collected by the carrier upon delivery of your package. Failure to pay these fees may result in delays or the package being returned to us. We highly recommend familiarizing yourself with the duties and taxes regulations of your country to avoid any inconvenience.
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 standard processing time is 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.
Returns and exchanges are available only for U.S. orders. For international orders with defects, a refund may be issued if eligible. To qualify for a return or exchange, U.S. orders must meet the following criteria: the item must be unused, in the same condition as received, and in its original packaging.
Returns / Exchanges
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:
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). Please note it can take up to 7 business 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.
