Shipping Policy

1) Order Processing Time

• Orders are packed and shipped within 48–72 hours of purchase (Mon–Fri, excluding holidays).
• Once in transit, most U.S. orders arrive within 3–7 business days, depending on destination.

2) Shipping Rates & Free Shipping

Shipping rates are displayed at checkout and are based on destination and selected service level.

• Free Standard Shipping on U.S. orders of $50 or more (subtotal, before tax and after discounts) shipping to the 48 contiguous United States.
• Standard Shipping rates apply to Alaska, Hawaii, U.S. Territories, and military APO/FPO/DPO addresses.
• Expedited Shipping (1–3 business days) may be available within the contiguous U.S. only.
• International shipping outside the U.S. is not currently offered.

Shipping fees and free-shipping qualifications are subject to change and will apply to new orders going forward.

3) Shipping Carriers

We ship using trusted carriers, primarily FEDEX, USPS, and UPS, to ensure reliable delivery. The carrier and service level are selected automatically based on destination, weight, and estimated delivery speed.

4) Address Changes & Delivery Issues

• If you need to update your address, email support@theemberandco.com immediately with the subject “Urgent – Address Change.” We can only make updates before the order has shipped.
• Ember & Co. is not responsible for delivery issues resulting from incorrect or incomplete addresses entered at checkout.

5) Packages Marked “Delivered”

If tracking shows “Delivered” but your package hasn’t arrived:

• Wait 2 business days (carriers sometimes scan early).
• Check with neighbors and your local post office.
• If it still hasn’t arrived, contact us with your order number and we’ll help investigate or file a carrier claim.

6) Damaged or Lost Packages

• For damage/leakage, contact support@theemberandco.com within 7 days of delivery and include photos of the product and packaging.
• We’ll review and typically offer a replacement; in limited cases, a refund to the original payment method may be issued.
• If a package is lost in transit, we’ll assist in filing a claim with the carrier. Refunds for lost packages are not guaranteed in all scenarios.

7) Title & Risk of Loss

Once a package is handed to the carrier at our facility, ownership and risk of loss transfer to the customer.

8) Shipping Exceptions & Delays

• During high-volume seasons, holidays, severe weather, or carrier disruptions, delivery times may extend beyond estimates.
• We are not responsible for delays caused by customs, natural disasters, or carrier issues beyond our control.