Refunds & Shipping Policy
Returns
Unused merchandise in its original packaging may be returned within 7 days of receipt/delivery confirmation of the shipment, and some items subject for a refund minus a 10% restocking fee. If the product(s) is defective, you can EMAIL US to discuss your return prior to submitting a request, or head over to our returns and exchanges page for more information about our return process.
Emerald & Oak Co is not responsible for the return shipping.
Several types of goods are exempt from being returned. Perishable goods cannot be returned. We also do not accept products that are intimate apparels that have been open, worn or tried on, hazardous materials, or flammable.
Additional non-returnable items:
Gift cards
Downloadable software products/Digital Downloads
Some health and personal care items
Some Custom Designed & Personalized Products ...please contact us prior to your return to discuss non-returnable items with us.
Please do not send your purchase back to us without an approved return and a copy of your original purchase invoice. Contact us directly first to discuss the reason(s) for your request to return so that we may address your product replacements needs & availability. Download our Return Authorization Form and submit it at: return@emeraldoakco.com
There are certain situations where only partial refunds are granted (**if applicable, subject to approval)
Any item not in its original condition or packaging, that is damaged or missing parts for reasons not due to our error.
++Any item(s) returned more than 7 days after delivery confirmation.
Refunds (**if applicable, subject to approval)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval of your refund/partial refund when we process it. If you are approved for a refund/partial refund, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 10 business days or depending on your financial institutions processing times. Some items that are denied for a refund may be eligible for a store credit and or exchange, and we will notify you of those options upon completion of inspection if applicable. If you wish to have an item not eligible for refunds re-sent to you we will process it immediately at your shipping expense. Contact us prior to your return to expedite your return process and to avoid any nonreturnable goods.
Late or missing refunds (**if applicable)
If you haven’t received a refund yet, first check to see if 10 business days have processed, and then check your bank account/PayPal again.
If you used a credit card, contact your credit card company. It may take some time before your refund is officially posted by third-party payment processors.
Next make contact with your bank/PayPal. There is often some processing time before a refund is posted within a financial institution, such as a bank, as well. PayPal is almost always an instant transfer of funds, but when website maintenance takes place or a transfer involves third-parties it may take some additional time. Contact PayPal direct via their website. For best results call your bank or financial institution with your payment transaction ID number.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@emeraldoakco.com so that we may assist you into looking further into your original payment processing form.
Sale items (**if applicable, subject to approval)
Unfortunately some sales, and all clearance items, may not be refunded. There are some situations where sales priced items are eligible for full or partial refunds. In any instance please contact us with questions or concerns and we will make every effort to address your needs.
Exchanges (**if applicable, subject to approval)
We only replace custom items if they are defective or damaged. If you need to exchange an item for the same item in a different size, send us an email at hello@emeraldoakco.com to check stock availability first before shipping a return. After confirmation that your item(s) are acceptable for an exchange we will check stock for the size(s)/item(s) you request to exchange for. If we do not have the same item in the replacement requested we can offer you options as to what is in stock of equal value, or determine if your return is eligible for a refund. You may confirm with us your exchange items prior to sending your original purchase back, but please note we will not hold stock for return items we do not have in hand for exchange UNLESS we have confirmation and tracking of your return in transit. A re-stocking fee may be applicable and deducted from original purchase, a refund, or exchange value for your exchanged items after receipt of the original purchase is inspected and approved for exchange, depending upon item conditions and availability. Please contact us prior to sending your return to determine if any fees for your item(s) are applicable.
Gifts
Promotional and Free Gifts are non-returnable/non-refundable.
Drop Shipping Gift Items: If an item was marked as a gift by our retail customer when purchased at checkout and shipped directly to you, you’ll receive a gift credit for the value of your return once the returned item(s) are received if the original purchaser is unable to provide us with an original receipt. Either party must submit a request to return to us, with the purchasers information, and upon approval we do require a copy of the original receipt to be submitted with the returned item(s). Once a return is received and approved, a refund may be granted to the original purchaser or a gift certificate/store credit will be issued to the purchaser's email electronically through your online store account.
If the item(s) were gifted at a later date outside of our return policy, the original purchaser must provide proof of purchase to the recipient so that the recipient may submit a return request, or the original buyer must submit the return request in writing themselves. Submit request for gift returns to hello@emeraldoakco.com
Shipping
Shipping Options
If your item does not include free shipping, free shipping noted in the items description when offered, you will choose your shipping preferences at checkout. We typically ship through the United States Post Office. At checkout you will be given shipping options for your order. Shipping rates are calculated based on your order weight and destination.
If you choose Priority Mail, this typically takes 3-4 business days from the time the order is shipped. However, the United States Post Office doesn't guarantee their delivery times, and due to Covid-19 shipping times are delayed.
Free shipping is always shipped the fastest way to your region, with the exception of overnight delivery. If your order includes free shipping and you need it before our standard shipping method please choose the best shipping option that suits your delivery needs in lieu of free shipping and we will ensure the delivery time is expedited per your request/expense.
* Please add 1 business day to the delivery time for us to process and ship your standard orders. All express orders will be expedited the same day as ordering. Please also note Emerald & Oak Co. is NOT responsible for processing times on purchases from our curators of hand made goods, fine arts & gifts outside of our website www.emeraldoakco.com.
* RETAIL Orders over $100.00 are shipped USPS Priority for free to the USA and APO/AFO's!
Tracking Information
Once your order is shipped, you will receive an email at the email address entered during checkout. This email will show an itemization of each item in your order and the tracking number will be listed next to the product. Typically, your entire order will be shipped in the same box. You can check your tracking number by entering it into the "Track and Confirm" box at www.USPS.com. Their tracking system may not update until the order is delivered, but sometimes, information may be available along the way. We apologize for the lack of information on the tracking system during this difficult time, and we hope that our postal carriers are staying safe & healthy. Use the link(s) below to track orders:
USPS: Tracking Tool
UPS: TRACK A PACKAGE
To return your product, you should mail your product to:
Emerald & Oak
100 E. Whitestone Blvd #226
Cedar Park, Texas US 78613
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Please kindly note if you receive a refund, the cost of return shipping will not be deducted from your refund. If you receive an exchange, no shipping will be refunded, however, your replacement product(s) will be shipped to you for free.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $50, please consider using a trackable shipping service or purchasing shipping insurance for your protection. We cannot be responsible for or guarantee your shipped item(s) and we strongly suggest shipping insurance.
