How does shipping work?
Most domestic orders within the continental United States will be processed within 3-6 business days and shipped by your choice of shipping method. Please allow up to 5-7 business days to process your order during sale or collection launch periods. Any shipping carrier estimated delivery dates do not apply to pre-orders or custom products.
All custom products will take up to 4-8 weeks for production. Once your order is shipped, you will receive a notification with a tracking number.
All of our shipping costs are set by our shipping carriers. Emi Jay is not responsible for any shipping delays incurred by any of our shipping carriers, including but not limited to weather or storm delays.
International shipping costs are calculated by our shipping carriers based on the total order weight, package volume, order destination, and item retail prices. Any additional duties, taxes, or VAT charges will be calculated at checkout. Emi Jay is not responsible for any international shipping delays incurred by any of our shipping carriers, including but not limited to customs processing, weather events, or storm delays.
Do you offer free shipping?
Free shipping promotions only apply to orders with a subtotal over $150 USD (after discounts and excluding taxes) being shipped to domestic addresses located in the continental United States excluding APO/FPO, Alaska, Hawaii, Puerto Rico, American Somoa, or The Virgin Islands. Some restrictions may apply.
When will my custom order ship?
Please allow up to 4-8 weeks for production and delivery. Custom orders are handmade and estimated delivery dates will not reflect the 4-8 weeks for production and delivery. All of our custom items are excluded from discounts and promos. Once your custom order has been placed we are unable to make any changes and we do not accept returns for custom products.
What should I do if I receive an incorrect or damaged item?
If you receive an incorrect or damaged item, please contact us as soon as possible with your order number & a photo of the item. After 30 days we are unable to provide a complete replacement or refund for any products that develop wear-and-tear over time. Please allow 2-3 business days for your inquiry to be reviewed by one of our customer service representatives. Our office hours are Monday through Friday 8 AM to 4 PM PST.
What happens if my package is lost, stolen, or returned to sender?
Emi Jay is not responsible for lost or stolen packages that are confirmed to be delivered to the shipping address provided for the order. Emi Jay is not responsible for orders that are delivered incorrectly or lost due to incorrect shipping information being provided at checkout. We cannot refund shipping costs for shipments that are returned to us due to an error in the address provided & returned shipments may be subject to a restocking fee.
If you add Shipping Protection by Route to your order, Route shipping protection extends coverage for online purchases that are lost or damaged in transit, or stolen immediately after the carrier’s proof of delivery where Route traces the transportation. You can file a claim here.
What if I need to make a change to my address?
Please confirm your shipping address before finalizing checkout. If you receive a confirmation email with an address that needs to be updated please contact us as soon as possible to make any changes. Unfortunately, once an order has been shipped we cannot make any changes to your shipping address.