Shipping Policy

This Shipping Policy applies to all orders placed on emberusstore.com. We are proud to offer worldwide free shipping on every order, with no minimum purchase required. No hidden fees, no surprise shipping charges at checkout. The price you see is the total price you pay.

Processing Time
After you place your order, we require 1 to 3 business days to process it. Business days are Monday through Friday, excluding major international public holidays. During peak seasons such as year-end holidays or major promotional events, processing may take slightly longer, but we always aim to stay within the 1 to 3 business day window. You will receive a shipping confirmation email with tracking information as soon as your order leaves our fulfillment center.

Total Delivery Time
The total delivery time from the moment you click "Place Order" to the day your package arrives at your doorstep is estimated at 6 to 12 days. This includes both the 1 to 3 business days of processing and the transit time. Please note that 6 to 12 days is an estimate, not a guarantee. While the vast majority of orders arrive within this window, occasional delays due to customs processing, weather events, or carrier backlogs may extend delivery up to 15 days. We do not offer expedited shipping or express delivery options. All orders ship via standard international mail or economy parcel services.

Free Worldwide Shipping
Free shipping applies to every address in every country we serve. We do not have a list of excluded countries, but if our checkout system does not recognize your shipping address or if we cannot reasonably deliver to your location due to sanctions, carrier restrictions, or remote geography, we will contact you within 2 business days to find a solution or cancel your order for a full refund. Remote areas such as small islands, military addresses, or extremely rural locations may experience longer transit times, but you will never be charged extra for shipping.

Order Tracking
Every order receives a unique tracking number. You will receive this number via email when your order status changes to "Shipped." Tracking updates may take 24 to 48 hours to appear in the carrier’s system. If your tracking number shows no information after 3 business days, please contact [email protected].

Customs, Duties, and Taxes
Ember US Store is not responsible for any customs duties, import taxes, value added taxes, or handling fees imposed by your destination country. You are the importer of record and are responsible for all such charges. Free shipping refers only to the cost of transporting the package from our warehouse to your local delivery point. Customs fees, if any, are separate and must be paid by you. We recommend contacting your local customs office for an estimate of any potential charges before placing an order. If you refuse to pay customs fees and the package is returned to us, we will refund your order total minus the original shipping cost (which was free for you but cost us) and minus a fifteen percent restocking fee.

Incorrect Shipping Address
You are responsible for providing a complete and accurate shipping address at checkout. If you realize that you entered an incorrect address, contact us immediately at [email protected]. If your order has not yet been processed, we can correct the address free of charge. If your order has already been shipped, we cannot reroute it, and you must contact the local carrier. Packages returned to us due to an incorrect address will be subject to a reshipping fee equal to the cost of shipping. If you prefer a refund instead of reshipment, we will refund the product price minus a fifteen percent restocking fee.

Lost or Stolen Packages
If your tracking information shows that your package was delivered but you have not received it, please check with neighbors, building managers, or your local post office. Ember US Store is not responsible for stolen packages after delivery confirmation. If your package is confirmed lost by the carrier (tracking shows no movement for 15 consecutive days after the estimated delivery date), contact us. We will file a claim on your behalf. Once the claim is approved, we will either reship your order or issue a full refund, at your choice.

Undeliverable Packages
If a package is returned to us as undeliverable due to no secure drop-off point, multiple failed delivery attempts, or refusal to pay customs fees, we will contact you. You may choose to have the order reshipped at your cost or receive a refund for the product price minus a fifteen percent restocking fee.

Shipping Policy Updates
We may revise this Shipping Policy at any time. Changes are effective immediately upon posting to emberusstore.com. The policy in effect at the time you place your order governs that order.

Contact
For shipping questions, email [email protected] with your order number.