Shipping policy
Last updated: September 28, 2026
SHIPPING DESTINATIONS
Emberena currently ships to eligible addresses within the United States. Available shipping methods and any applicable charges will be displayed at checkout.
Certain products or shipping methods may not be available for P.O. boxes, military addresses, Alaska, Hawaii, or United States territories. We recommend using a complete street address whenever possible, especially for framed or oversized products.
ORDER PROCESSING AND PROOF APPROVAL
All Emberena products are personalized and made to order.
Customers are responsible for providing complete and accurate personalization details, photographs, shipping information, and any other information required to complete the order.
If a separate digital proof is required, production will begin only after the customer has approved the proof. Time spent waiting for the customer’s response or approval is not included in the production or shipping estimate.
When no separate proof is required, production timing begins after the order has been confirmed and the submitted design files have been reviewed for production.
PRODUCTION TIME
Most orders are prepared for shipment within approximately 2–4 business days after final design approval.
Framed products, larger sizes, orders requiring file corrections, high-volume orders, and orders placed during holidays or other busy periods may require additional production time.
Business days are Monday through Friday, excluding United States federal holidays.
SHIPPING AND DELIVERY TIME
After production is complete, standard delivery within the United States generally takes approximately 2–7 business days.
Most orders are expected to arrive within approximately 5–12 business days after final design approval. These timeframes are estimates and are not guaranteed delivery dates.
Delivery may take longer because of severe weather, carrier disruptions, holidays, high order volumes, remote destinations, address problems, epidemics or public-health restrictions, or other circumstances outside our reasonable control.
SHIPPING METHODS AND CHARGES
Orders may be shipped using USPS, FedEx, UPS, or another suitable carrier, depending on the product, package size, destination, and selected shipping service.
For eligible delivery addresses within the United States, standard shipping costs $6.50 USD for orders below $69.90 USD and is free for orders of $69.90 USD or more. Eligibility and the final shipping charge are displayed at checkout before payment is completed.
Selecting an expedited shipping service only reduces the carrier’s transit time unless expedited production is expressly included. It does not reduce the time required for personalization, proof approval, printing, framing, inspection, or packaging.
TRACKING INFORMATION
When your order ships, tracking information will be sent to the email address provided at checkout.
Please allow up to 48 hours for the carrier’s tracking system to display movement after the shipping label has been created.
The appearance of a shipping label or tracking number does not always mean that the carrier has already collected or scanned the package.
SHIPPING ADDRESS ACCURACY
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an address error, contact orders@emberena.com as soon as possible and include your order number and the correct address.
We will make reasonable efforts to update the address before shipment, but address changes are not guaranteed once production or shipping preparation has started.
Emberena is not responsible for delays, failed delivery, additional carrier charges, or packages delivered to an incorrect address when the address provided by the customer was incomplete or inaccurate.
If a package is returned to us because of an incorrect or undeliverable address, additional shipping charges may apply before the order can be shipped again.
DELAYS AND DELIVERY DATES
Please place time-sensitive orders as early as possible. Delivery estimates are not guarantees, and we cannot guarantee arrival by a particular holiday, birthday, event, or other date unless a guaranteed service has been expressly confirmed in writing.
If we learn that an order cannot be shipped within the timeframe originally promised, we will contact the customer and provide available options, which may include accepting the revised shipping date or canceling the unshipped order for a full refund.
MULTIPLE ITEMS AND SEPARATE SHIPMENTS
Products in the same order may be produced or packaged separately. As a result, an order containing multiple products may arrive in more than one shipment and may have multiple tracking numbers.
Additional shipping charges will not be added after checkout solely because we choose to divide an order into multiple shipments.
LOST OR MISSING PACKAGES
If tracking shows that a package remains in transit beyond the expected delivery period, contact orders@emberena.com and include your order number.
If tracking shows “delivered” but you cannot locate the package, please first:
- • Check the delivery address and surrounding delivery areas
• Ask household members, neighbors, reception staff, or building management
• Allow one additional business day, as some carriers scan packages before final delivery
• Contact the shipping carrier using the tracking number
If the package remains missing, contact us promptly. We will review the carrier’s tracking information and assist with an investigation.
If the carrier confirms that the package was lost in transit, we will arrange an appropriate replacement or refund in accordance with our Return & Refund Policy.
DAMAGED PACKAGES OR PRODUCTS
If your order arrives damaged, please keep the product and all original packaging and contact returns@emberena.com within 7 calendar days of delivery.
Include your order number and clear photographs of:
- • The entire product
• The damaged area
• The outer shipping package
• The internal packaging
• The shipping label
Please do not discard the packaging or return the product before receiving instructions from us.
For complete information about damaged, defective, incorrect, or personalized products, please review our Return & Refund Policy.
CONTACT US
For questions about order processing, tracking, shipping, or delivery, contact:
Emberena
Email: orders@emberena.com
For damaged products, replacements, or refund requests, contact:
Emberena Returns
Email: returns@emberena.com
Please include your order number whenever possible so we can assist you efficiently.