FAQ's
What kind of design services do you offer?
Emerald & Oak offers a wide array of full-service design creations. From custom clothing designs, custom accessory designs for any occasion, to any type of customization on products and gifts through monogramming and hand embroidery services on your one of a kind pieces. Send us an email to speak to us more about our products and services offered through our design services.
What is a "Pre-Order" and how does it work?
Pre-orders refer to our selected retail products that are currently in production but have not yet arrived in our studio. Pre-Order times vary but typically range from 4-6 weeks from order date to arrival time to us, sometimes sooner. Once we receive the new inventory products we inspect items for quality control, and then we ship out the reserved pre-orders that are placed first. Pre-ordering is an opportunity to pre-purchase products at a discounted rate prior to them ever going into our stock. You get the first glance at some of our upcoming new products, seasonal items, and limited quantity items with the opportunity to purchase the sizes and quantities you desire to ensure your order is met long before it ever sells out of stock! Emerald & Oak offers discounts on ALL of our pre-orders but we do not always offer discounts on our stock inventory, so shop early to save and to get the latest items first! To purchase items through our pre-order "reserve retail" option simply visit our Pre-Order Category here and shop just as you regularly would retail stock. Please note: Retail stock and any pre-orders combined in an order will ship together as one order. To receive your retail items in stock ASAP please place TWO separate orders when purchasing both retail stock and pre-orders.
Pre-ordered items that are custom and hand made through our design services will not ship right away either as they are also not items that we have in stock. It will take several days to weeks to produce custom creations, unless otherwise stated. Please check your custom order invoice for projected delivery dates of custom made orders. Please kindly check product listings or invoices to determine what kind, if any, delays you should expect with your pre-ordered purchases before placing an order. Production times are based on availability of materials so please understand that while you are waiting for these items manufacture production times can be affected by major or natural declared disasters.
What is Sezzle?
Sezzle is a payment solution that empowers you to “Buy Now and Pay Later” with simple, interest-free installment plans.
We break down the total cost of your purchase into smaller payments, spread over at least six weeks. As little as 25% is due at the time of the purchase, with the remaining amount spread out over equal installments (typically three), each two weeks apart.
No interest (truly 0% interest free!) and 0 processing fees are charged to you - as long as you pay everything off on time, you only pay for what you ordered!
Once you’re ready to check out, select Sezzle as a payment method. If you're a returning shopper, you'll just need to log in. If you're a new shopper, we'll walk you step-by-step through creating an account and linking a payment method.
There is no credit check to take advantage of Sezzle's interest free payment option. After you’re approved and you complete your checkout, we will ship your products just like we would with any other payment method.
You will be notified at checkout what sort of payment plan you’re approved for, including how much is due upfront and when the next payments are due. We'll charge the first installment amount the day that you place your order, and the rest will be automatically scheduled. Don't worry - we'll send you text and email reminders, so there aren't any surprises, and you can even change the future payment dates if you need to later.
For example: If your cart is $100.00 and you are approved for 25% due now you simply pay $25 now, $25 in two weeks from now, $25 in 4 weeks from now, and a final payment of $25 due in six weeks from now. It's that simple! All completely 0% interest free, no processing or hidden fees, and your items ship now (or when they are shown available to ship according to our website inventory)!
*Please see Sezzle's website for information regarding changing your payment due dates, and or information pertaining to missed or late payments and fees.
Emerald & Oak Co is not able to change or reverse Sezzle payments & fee's, we are simply a merchant using Sezzle's platform as a payment option for our customers and are in no way affiliated with your Sezzle account. Emerald & Oak Co is paid in full by Sezzle upon your checking out from our website, and your payment arrangements with Sezzle are never disclosed or discussed with us, the merchant. Emerald & Oak has NO knowledge or information about your approved Sezzle account or any personal information through Sezzle and are unable to assist you with any payments or customer service requests. We are happy to offer you Sezzle's contact information. Emerald & Oak Co is still available to offer you an approved refund when you select to pay with Sezzle, so long as you are within our return and refund guidelines and policies. Pying with Sezzle is the same as if you pay any other way and will in NO WAY affect your order or customer service.
Can I add something to an order already placed?
We do allow additions to orders already placed, or that is still available for pre-ordering, however, they must be submitted through the online checkout process again in a separate order. We cannot add to a purchase that has already been placed, or to pre-orders that are already closed for production, as our system does not allow it. Thank you for understanding! If you have any questions about an order please reach out to us.
Where do your items come from?
Please contact us directly for more specific item information as we have many answers to this frequently asked question. We import products from around the globe and pride ourselves in first sourcing our products in The USA. We are located in Austin, Texas, and source from every state across the United States of America before buying overseas. Some materials are not available in the United States, therefor we do import and export worldwide within where the U.S. conducts trade. Here are the top 15 countries the U.S.A. trades with.
- Canada: (17.8% of total exports)
- Mexico: (15.6%)
- China: (6.5%)
- Japan: (4.5%)
- United Kingdom: (4.2%)
- Germany: (3.7%)
- South Korea: (3.5%)
- Netherlands: (3.1%)
- Brazil: (2.6%)
- France: (2.4%)
- Belgium: (2.1%)
- India: (2.1%)
- Singapore: (1.9%)
- Taiwan: (1.9%)
- Hong Kong: (1.9%)
How often do you get new products and how will I know when new items are added to the site?
We do not have a schedule of when we receive new items, or for when items are added into our inventory, as we hand make and purchase inventory all the time! We see it, we love it, we buy it! The best way to know when new items arrive is by email or follow us on social media. Ka-Ching! Come peep us!
Do you offer drop shipping?
We do offer drop shipping. (What the heck is that? When you want to send your order to someone else or somewhere else! Lucky!) If you are placing a drop ship order, you must first change the shipping address fields at checkout to the address you would like your purchase sent to instead of YOUR address, and then please kindly leave a little note during checkout in the "Special Instructions" box letting us know the order is being sent to someone or somewhere other than your address per your request so we know you didn't make a mistake here.
Do you offer local pickups/payments?
At this time we are not offering local pickup, due to Covid-19. Please check back for more updates, or contact us directly if you have an urgent need. We are happy to work with our customers to ensure you receive your items at the time you need them.
How do I get coupon codes?
We love a good bargain! Check the Discounts & Codes tab at the bottom of our page, sign up for our newsletter, or follow us on social media to receive even more exclusive offers. Wahoo!
We do not offer discounts on custom services unless otherwise specified.
How long does it take to ship out orders?
**Due to Covid-19 we can not guarantee any shipping times at this time.** We strive to ship orders the next business day (excluding National Holidays). However, once in a while it may take 2 business days to get your order shipped out. See our Shipping Info page for more information.
Can you rush my order through?
**Due to Covid-19 we can not guarantee any shipping times at this time.** Absolutely! Just choose "Priority Mail Express" at checkout to receive the fastest shipping service available through our preferred carrier, USPS. If you have a special circumstance, please feel free to email us to see about shipping through UPS/FedEx instead.
If an item is out of stock, when will it be available again?
**Due to Covid-19 product availability and materials are limited. If we are out of stock and do not have an estimated time for restock we can not offer rain checks or discounts at this time on limited items.** This depends on the product. You can email us at hello@emeraldoakco.com with product-specific questions.
What is the Return Policy?
**Due to Covid-19 we kindly ask that returns only be made if absolutely necessary. Together we can help slow the spread of the Coronavirus by keeping ourselves socially distanced, and avoiding unnecessary contact with others.** Unused retail merchandise in its original packaging may be postmarked for return within 7 days of receipt for a refund. If the product(s) is defective, you can email hello@emeraldoakco.com to discuss your return or exchange options. Emerald & Oak is not responsible for the return shipping and your return must include our return form that can be downloaded here:
Printable Merchandise Return Form (PDF)
**PLEASE SEE OUR REFUNDS & SHIPPING POLICY LOCATED AT THE BOTTOM OF THE PAGE FOR MORE INFORMATION**
What are your hours of operation? When and how can I contact you?
**Due to Covid-19 our hours may vary. Please kindly note we are virtual learning with our families. We will do our best to respond as quickly as possible.** Emerald & Oak is open 24 hours a day, 7 days a week via the website. Our staff is available to return emails and answer phone calls Monday - Friday from 9 am - 5 pm CST. All email questions should be submitted through our contact us form, or by emailing us at hello@emeraldoakco.com
