Shipping Policy
This policy explains where we ship, how long delivery takes, and what happens if something goes wrong. Please read it before placing your order, as placing an order on myemberly.com means you've agreed to these terms.
1. WHERE WE SHIP
We currently ship within the United States only, including the 50 states. We do not ship to APO, FPO, or DPO military addresses, or to U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, American Samoa, Northern Mariana Islands). PO Boxes are accepted but delivery times may be extended. We do not ship internationally.
2. ORDER PROCESSING
All orders are processed within 1 to 3 business days of being placed. During promotional periods, new product launches, and the November-through-January holiday season, processing may take up to 5 business days. "Business days" means Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays will begin processing on the next business day.
3. ESTIMATED DELIVERY TIME
Once an order ships, standard transit time to the customer is 7 to 15 business days. Combined with processing time, total delivery is typically 8 to 18 business days from the date the order is placed.
Emberly kits are fulfilled from our partner warehouse and may transit through international shipping. During peak demand periods, customs review, severe weather, or carrier disruptions, delivery may extend up to 21 business days. We will notify you by email if your order is significantly delayed beyond this window.
The delivery time begins the moment your order ships, not the moment it is placed. Tracking information will be sent to the email address you provided at checkout once your package is on the way.
4. ORDER CANCELLATIONS AND ADDRESS CHANGES
To get your kit to you as quickly as possible, all orders are prepared for shipment immediately after they are placed. Because of this, we are unable to accept cancellations, address changes, or modifications of any kind once an order has been submitted. This includes changes to items, quantities, shipping addresses, billing addresses, or cancellation of part or all of an order. We do not make exceptions to this policy, regardless of how quickly after purchase the request is made.
If you change your mind after placing your order, please wait for delivery and submit a return request under our Refund and Return Policy.
5. TRACKING YOUR ORDER
Once your order has shipped, you will receive a confirmation email with your tracking number(s) and a link to track your package in real time. Tracking information may take 24 to 72 hours to update after the initial notification, depending on when the package is scanned by the carrier. Slow tracking updates are normal during transit and are not a cause for concern unless the tracking remains completely inactive for more than 10 consecutive business days.
6. CARD STATEMENT DESCRIPTOR
When your order is charged, the charge will appear on your bank or credit card statement as EMBERLY or EMBERLY*MYEMBERLY.COM. If you do not recognize this charge but believe you placed an order, please contact us at support@myemberly.com before contacting your bank. We can confirm the charge details immediately.
7. SALES TAX
All listed prices include applicable U.S. sales tax. You will not be charged any additional taxes or hidden fees at checkout.
8. DELAYS BEYOND OUR CONTROL
Emberly is not responsible for delays caused by:
- Carrier delays, including USPS, UPS, FedEx, DHL, and any partner carrier
- Customs review, inspection, or processing
- Severe weather, natural disasters, or other acts of nature
- Civil unrest, strikes, transportation disruptions, or pandemic-related slowdowns
- Incorrect, incomplete, or undeliverable shipping addresses provided at checkout
- Failure of the customer to be available to receive delivery, or to retrieve a package from a mailbox, parcel locker, or local post office
Once a package leaves our fulfillment partner and is scanned into a carrier's network, it is in the carrier's custody. We will assist with any delivery issue to the fullest extent possible, but we cannot guarantee delivery dates and we cannot issue refunds for delays caused by the conditions listed above.
9. TRACKING SHOWS DELIVERED, BUT PACKAGE NOT RECEIVED
If your tracking shows the package was delivered but you have not received it, please take the following steps before contacting us:
- Check with everyone in your household, including anyone who may have accepted the package on your behalf
- Check porches, mailboxes, side doors, garages, and any location a carrier may have left the package
- Check with your neighbors, building manager, or front desk
- Wait 48 hours, as carriers occasionally mark packages "delivered" before the actual delivery
If your package is still missing after 48 hours, contact us at support@myemberly.com within 7 days of the marked delivery date with your full name and order number. We will review your case and the carrier's delivery record.
If the carrier provides proof of delivery to the address on file, the order will be considered fulfilled and is not eligible for refund or replacement. In this case, we recommend filing a claim with the carrier and, if applicable, a police report for stolen mail. If there is clear evidence of delivery to an incorrect address or a delivery irregularity confirmed by the carrier, we will issue one free replacement at our discretion. Refunds are not issued for orders marked as delivered.
10. LOST OR SIGNIFICANTLY DELAYED SHIPMENTS
A package is considered lost if it has not been delivered within 30 business days of the date it shipped, and the carrier has stopped scanning it for at least 10 consecutive business days. If your order meets these conditions, contact us at support@myemberly.com and we will open a lost-package investigation.
If the package is confirmed lost in transit and the shipping address was correct, we will send one replacement at no additional cost. If a replacement is also lost, no further shipments will be made. In that case, you will be eligible for a refund of the product price, minus the original shipping cost and any shipping insurance fees.
11. INCORRECT SHIPPING INFORMATION
If the shipping address provided at checkout was incorrect, incomplete, or undeliverable, the order is not eligible for replacement or refund. This includes wrong street numbers, misspelled cities, incorrect ZIP codes, missing apartment or unit numbers, and addresses where the recipient has moved. If a package is returned to us as undeliverable due to a customer-provided address error, the customer may request that we re-ship the package at the customer's expense, or request a refund minus the original shipping cost and a 15% restocking fee.
Please verify your shipping address carefully before completing your order. We cannot intercept or redirect packages once they have shipped.
12. SHIPPING INSURANCE
Shipping Insurance is an optional add-on at checkout that provides one guaranteed replacement if your order is confirmed lost or stolen during transit. To qualify:
- The order must be confirmed lost or stolen by the carrier
- The claim must be submitted within 14 days of the package being marked delivered or last scanned
- The shipping address must have been entered correctly at checkout
Shipping Insurance does not cover delays, damage, or buyer's remorse. Shipping Insurance fees are non-refundable. If you decline Shipping Insurance at checkout, lost or stolen packages will be handled under sections 9 and 10 of this policy.
13. HOLIDAY SHIPPING
During the holiday shopping season (November through January), order volume increases and carriers experience significant delays. To receive a kit by a specific date, we recommend ordering at least 30 business days in advance. Emberly is not responsible for holiday gifts that arrive after a specific occasion, and refunds will not be issued for late holiday delivery as long as the order arrives within the standard delivery window stated in section 3.
14. CONTACT
For any shipping-related question:
Email: support@myemberly.com Response time: within 1 business day