EmbermothDesign

You can expect your order to ship 2-7 business days after your purchase date.

NO RUSH-ORDERS
Due to the nature of our products, we unfortunately can not offer Rush Shipping. If you have any questions about our shipping times, please don’t hesitate to contact us directly.

Orders outside of the USA can vary vastly, depending on your location. Occasionally packages can be substantially delayed if they are held in customs. Because we cannot control the speed in which processing occurs through your country’s customs officials, please understand that we are not responsible for shipping delays once the order leaves our hands. Though delays are not common, they do happen occasionally

If your order has not arrived by the estimated delivery time, please feel free to let us know via private message. A number of factors can influence mail speeds (weather, holidays, etc), so we may ask that you wait an additional 7 days- just in case your order is caught up at a sort facility. If after 7 days your order has not arrived, we will do everything we can to resolve the issue to your satisfaction. Working with you towards a solution/refund your order/ reship your order/ contact the postal service to locate your order.

If your address was not entered correctly at the time of purchase, your package may be marked as “Undeliverable” and will usually be shipped back to us. Once we receive your return order, we will request an edited address to re-ship your order. In the event of a re- shipment due to an incorrect address, you are responsible for the additional shipping charges.

If it seems that your order has been lost in the mail, we ask that you allow 7 extra days for your order to arrive, just in case it has been backed up in a sort facility. If after 7 days your tracking does not update/your order does not arrive, we will work with you toward a solution. I can issue a refund, send out a replacement order, or contact the postal service to locate your order.

USPS tracking numbers for International orders only update within the United States, so once they leave the USA, the tracking can no longer be updated. From this point, your tracking will not update until the order has been delivered. Because of this, when the order leaves the USA, it may appear on your tracking that the order has stopped moving at one of the larger US sort facilities. This does not mean that your package isn’t moving. It simply means that your order has left the USA and is on its way to your country. If, however, your order does appear to be substantially delayed, please don’t hesitate to message us so that we can work towards a solution. If the item is determined to be lost we will work with you toward a solution.

Some countries require a Duty Fee, Tax, or Customs Charge before an order can be delivered. These charges are somewhat random, relatively infrequent, but are 100% the buyer’s responsibility- as you are the recipient of the mail. This is not an additional shipping charge, nor are we responsible for covering your taxes and duty fees. Please be aware of the individual taxes, duty fees and customs charges for your specific country

MARKING ORDERS AS “GIFTS”
Requests to mark orders as “Gift” on our customs forms to avoid your possibility of paying a customs fee or tax will be ignored. Marking purchased goods as “Gifts” is extremely illegal. Please be aware of the individual taxes, duty fees and customs charges for your specific country

If for any reason your order was damaged in the mail, please contact us within 7 days of the orders arrival, along with a photo of the damaged item and the package. From there, we would be more than happy to refund your order. We do not pay for your return shipping back to us. However we can resubmit an order to get you the product you want.

To track your shipped order, visit the tab labeled “Purchases and Reviews” within your Etsy account. Within this tab, you’ll find all of your existing orders, as well as your tracking. You can also click HERE: https://www.etsy.com/your/purchases?ref=hdr_user_menu