FAQ
HOW QUICKLY CAN YOU ANSWER MY QUESTIONS?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 42 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 72 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~3 business days after your order is placed, and you will receive an email with the tracking number soon after. Depending on where you live, packages are delivered within 7~14 days from the date of shipment.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
ADDRESS CHANGES:
Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
DO YOU SHIP INTERNATIONALLY?
No we do no ship internationally.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
CAN I GIFT WRAP MY ORDER?
All Emma Rose gift boxes come beautifully wrapped for free, so you don't have to worry. We also include a lovely card for you to write a message to your loved one; if you are sending the gift box directly to the gift recipient, we can write the note for you. Just let us know at check out what we should write, and we will handwrite it for you.
ARE PRICES INCLUDED IN THE GIFT BOXES?
No! All packages come gift-ready with no pricing included.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
WHY ISN'T MY TRACKING NUMBER WORKING?
If the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
If your tracking number states your package was delivered but you are unable to locate it, please contact us.
In the meantime, here are some tips if you're unable to find it within 48 hours of expected delivery:
Verify the shipping address is correct
Look for notice of attempted delivery
Carriers respond quickest to the homeowners because all domestic (U.S) delivery issues become the responsibility of the currier once it’s been shipped from our warehouse or suppliers. -- we recommend reaching out to them to inquire on the status of the package and see if they can help.
Often carriers deliver to different locations, so we recommend checking not only your front door, but your mailboxes, mailrooms, etc
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days prior to the delivery of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the Contact Us tab or email us at help@emmarosekids.com.