EmberTouch Shipping Policy

Last Updated: 30 August 2025

Thank you for shopping with EmberTouch ("Company," "we," or "our"). This Shipping Policy outlines the terms and conditions for deliveries made through www.ember-touch.com.

Please read this policy carefully before placing your order.

1. Delivery Options

We offer reliable and efficient shipping for all orders within the contiguous United States.

Standard Shipping:

  • Processing Time: Orders are typically processed and shipped within 1-2 business days after payment confirmation, depending on product availability.
  • Transit Time: Delivery usually takes 3-7 business days after shipment.
  • Cost: We are pleased to offer FREE Standard Shipping on all orders over $99.99. For orders under $99.99, a flat shipping rate of $9.99 will be applied at checkout.

2. Delivery Regions

We currently ship only to addresses within the contiguous United States (the "Lower 48").

We do not ship to:

  • Alaska
  • Hawaii
  • U.S. Territories (e.g., Puerto Rico, Guam, U.S. Virgin Islands)
  • APO/FPO/DPO addresses
  • International destinations
⚠️ Important Note on P.O. Boxes: Due to a high risk of delivery failure, lost packages, and carrier limitations, we are unable to ship to P.O. Box addresses. Please provide a valid physical street address to ensure successful and timely delivery.

Orders Outside the Contiguous U.S.: Contact us at [email protected] before ordering. Additional fees may apply and delivery time cannot be guaranteed.

3. Order Processing & Dispatch

Your order will be processed once payment is confirmed.

  • You will receive an Order Confirmation email after placing your order.
  • A separate Shipping Confirmation email with tracking information will be sent once your order has been dispatched from our warehouse.

4. Tracking Your Order

All orders are shipped with tracking. You can track the status of your package using the tracking number provided in your Shipping Confirmation email.

Tracking information is typically available within 24 hours of shipment.

You can track your package using the tracking number in your shipping confirmation email.

If you placed your order while logged into your account, track your order here: Track my order

5. Delivery Information

Products will be delivered to the shipping address you provide during checkout. Please ensure your address is accurate and complete. If you fill in the wrong delivery data, it might cause a delay or a missed delivery.

A signature may be required depending on carrier and order value.

If you provide a business address, the carrier will deliver to the main reception or mailroom. A signature from an authorized person at that location is sufficient.

If no one is available to receive the package, the carrier may leave it in a secure location (if safe to do so) or leave a notice with instructions for redelivery or pickup.

6. Missed Deliveries & Damaged Items

Missed delivery: If you miss a delivery, please follow the instructions provided by the carrier on the delivery notice. You can usually reschedule delivery or arrange to pick up the package from a local facility.

Damaged items: If damage is severe and visible, do not accept the package. If discovered later, contact us within 48 hours at [email protected]. We'll resolve the issue with the carrier and arrange a replacement.

7. Changing or Cancelling Orders

Once your order has been processed or shipped, changes may not be possible. Contact us immediately at [email protected] and we'll try to assist you, but cannot guarantee changes can be made after processing has begun.

8. Force Majeure (Unavoidable Events)

We strive to meet all shipping and delivery timelines. However, we are not responsible for delays or failures in delivery caused by circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters (e.g., hurricanes, earthquakes, wildfires, floods)
  • Severe weather conditions (e.g., blizzards, ice storms)
  • Pandemics, epidemics, or public health emergencies
  • Government actions, restrictions, or border closures
  • Labor strikes, transportation disruptions, or fuel shortages
  • Carrier delays or operational issues (e.g., USPS, FedEx, UPS)
  • War, terrorism, or civil unrest

In the event of such circumstances, we will make every reasonable effort to notify you of any significant delays and keep you updated on the status of your order. We will not be liable for any indirect or consequential damages resulting from such delays.

9. Additional Information

If the estimated delivery date showed in your dispatch email has passed and you have not received your parcel, please contact our service support. We will investigate with the carrier and strive to deliver your order as soon as possible. We may require you to complete a missing shipment declaration.

Damaged orders: If your item is damaged when you receive it, you can refuse the delivery. If you only find damage after receiving the delivery, please contact our Customer Support team. In the event of a damaged delivery, we will contact the delivery service directly to resolve the issue as quickly as possible and with the least inconvenience to you

We will make every effort to keep you informed of the progress of our investigation.

If you have any questions about your order, shipping options, or delivery status, please don't hesitate to contact our Customer Support team:

Email: [email protected]

We’re here to help!