Customer Service Policy

This Customer Service Policy applies to all purchases and inquiries made through emberusstore.com. Our customer service team is committed to providing timely, accurate, and helpful support for every customer, regardless of your location. You can reach us at [email protected]. We strive to respond to all emails within 24 to 48 business hours, excluding weekends and major international holidays.

Scope of Support
Our customer service covers order status inquiries, product usage guidance, return and refund requests, warranty assistance (within manufacturer guidelines), payment issue resolution, and shipping updates. We do not provide technical support for third-party applications or devices not directly associated with your Ember mug, nor do we offer repair services for physical damage caused by misuse, drops, or exposure to non-beverage liquids.

Order Processing and Modifications
Once you place an order on emberusstore.com, you will receive an automatic order confirmation email. Please review this email carefully. If you need to modify your shipping address or cancel your order, you must contact us within 12 hours of placing the order. After 12 hours, your order may have already entered the 1 to 3 business day processing window, and modifications cannot be guaranteed. We will do our best to accommodate changes, but we cannot promise successful modifications after the 12-hour window closes.

Shipping Inquiries
Our standard shipping policy offers worldwide free shipping with a processing time of 1 to 3 business days and total delivery time of 6 to 12 days from the date your order is placed. We do not offer expedited or express shipping. If your order has not arrived within 15 days from the shipping confirmation date, please contact us. We will open a tracer with the carrier. Lost package claims will be processed within 5 business days after confirmation of loss by the carrier.

Returns and Refunds
We offer a 60-day return policy starting from the day you receive your package. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it. You do not need to provide a reason for return. To initiate a return, email [email protected] with your order number and the word "RETURN" in the subject line. We will provide you with a return authorization and the return shipping address. Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective. Once we receive and inspect your return, refunds will be issued within 5 to 10 business days. Refunds will be credited to your original payment method.

Damaged or Defective Items
If your Ember temperature control mug arrives damaged or develops a manufacturing defect within 30 days of receipt, contact us immediately. Please include photos or a short video clearly showing the damage or defect, along with your order number. We will offer a prepaid return label and send a replacement at no additional cost. After 30 days, warranty claims are subject to the manufacturer’s policies, but we will assist you in filing those claims.

Product Usage Assistance
We are not the original manufacturer, but our team is trained to answer common questions about pairing your mug with the Ember app, cleaning instructions, battery life optimization, and firmware updates. For advanced technical support, we will direct you to official Ember resources.

Language and Accessibility
Our customer service operates exclusively in English. All emails must be written in English. We use plain, clear language to ensure understanding. For customers with visual or hearing impairments, we recommend using email rather than phone support, as we do not operate a telephone helpline.

Policy Updates
This Customer Service Policy may be updated from time to time. The date of the last revision is shown at the bottom of this page. Continued use of our website after changes constitutes acceptance of the updated policy. We encourage you to review this page periodically.

Escalation Process
If you are unsatisfied with a response from our customer service team, you may request escalation to a senior support manager. Please include "ESCALATION" in your email subject line. Escalated tickets are reviewed within 48 hours, and a final decision will be provided within 5 business days.