Shipping Policy
Last updated: September 15, 2026
Free standard shipping on every Embermont order within the United States, with no minimum purchase. Below you'll find our delivery timeframe, how tracking works, the rules for changing or canceling an order, and what we do when a package is late, lost or damaged. This policy applies together with our Returns & Refunds Policy — please read both before you order.
1. Delivery timeframe
Processing — the time needed to prepare and dispatch your order once it's confirmed — takes 1–3 business days (Monday through Friday, excluding public holidays; we don't process or ship on weekends or holidays). Shipping with the carrier takes an estimated 3–5 business days, so allow 4–8 business days in total from the day you order. During peak seasons and the run-up to Christmas, processing can take up to 2 additional business days.
These are estimates based on carrier performance, not guaranteed dates: weather, natural disasters, carrier backlogs, public holidays and customs processing can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 explains what we do when a package is late or lost.
2. Where we ship
We ship to all fifty states, including Alaska and Hawaii. We don't currently ship internationally, and we're unable to deliver to PO Box addresses. Standard shipping is free nationwide — the price you see at checkout is the total price, and nothing further is collected on delivery.
3. Carrier and tracking
Orders ship via USPS standard shipping. Once your order ships you'll receive a confirmation email with your tracking number. Allow 2–5 business days for the first scan to appear — a tracking page that hasn't updated in the first days is normal, not a sign that something has gone wrong — and updates can be less frequent while the package travels between carrier hubs. If your tracking hasn't updated for 10 business days, contact us and we'll check with the carrier.
Items ship from the warehouse that holds them, so an order with several items may arrive in separate packages on different days, each with its own tracking number and email, at no extra charge. A package arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
4. Canceling or changing an order
Every order is transmitted to our fulfillment warehouse automatically and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed — after that we're no longer able to stop, change or retrieve it. Please double-check your items, variants, quantities and shipping address before you confirm.
To cancel within the 5-minute window, email support@embermont.com right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 1 is the time the warehouse needs to prepare your package; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns center in the United Kingdom, at your own cost. Refusing or not picking up the package doesn't cancel the order (see section 5).
5. Your shipping address, failed and refused deliveries
Please check your address carefully before completing your order, including any apartment or unit number and ZIP code, and add a phone number for the carrier. Address changes are only possible within the 5-minute window in section 4; once a package is in transit, the carrier can't redirect it.
Packages that can't be delivered because the address was incorrect or incomplete, or that aren't picked up within the carrier's holding period, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the warehouse again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.
Refusing a package at the door doesn't cancel your order, and isn't treated as a return: refused packages go to the carrier's origin facility rather than to our returns center and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
6. Delays and lost packages
If tracking shows no movement for 10 business days, or your package is more than 7 business days past the estimated delivery window, get in touch with your order number. We'll open an investigation with the carrier, which can take up to 10 business days. If the carrier confirms the package is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
If tracking shows delivery but nothing arrived, check the usual places first — porch, mailbox, side entrance and with neighbors — and review the carrier's proof of delivery; carriers sometimes scan a package shortly before the final handoff. Let us know within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 9 applies.
7. If your order arrives damaged
If the outer box or the item is damaged on arrival, keep all packaging and email us within 3 business days of delivery with photos of the outer box, the shipping label and the damaged item. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).
8. Sales tax and duties
Sales tax, where applicable, is calculated at checkout. Any import duties or fees on packages shipped from outside the United States are handled by us — you won't be asked to pay anything on delivery.
9. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has shipped — including if you return the order, or part of it, later. It is only refunded when an order is canceled within the 5-minute window in section 4.
10. Customer service
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within one business day.
Email: support@embermont.com