Frequently Asked Questions
Our Online Store
Have more questions?
If you still have any other questions, please contact us via our Contact form and we’ll be happy to assist! We’ll respond within 1 to 2 business days (excluding major holidays).
Q: Where are Indigo Ember's products made?
Our products are produced in and ship from the Philadelphia, PA area.
Q: What kind of wood and materials do you use?
We seek out the highest quality, sustainable woods to create our home goods and stationery. The main woods we use include Alder, Maple, Mahogany, and Walnut—each is beautiful in its own way. And because we believe in supporting jobs and industries close to home, all our woods are sourced from small- to medium-sized business suppliers located right here in the good ole USA. You’ll also find hints of other eco-friendly wood species in our products, such as bamboo and reclaimed wood, in addition to paper and rock. More than 95% of the materials used to create our products are sourced from small to medium sized companies located throughout the U.S.
Q: What forms of payment do you accept?
In addition to Paypal, we accept major credits including VISA, Mastercard, Discover and American Express. You do not need a Paypal account to make payment.
Q: How long do orders take to process?
Because of the personalized nature of our items, everything you purchase at Indigo Ember is made to order, unless otherwise noted. Processing times vary by the item and quantity. An example of average times: Wood Greeting Cards: 2 - 4 business days Notebooks/Stationery: 5 - 9 business days Home Goods: 5 business days to 3 weeks (depending on the item ordered)
Q: Where do you ship?
We currently send our personalized goods to customers located in the United States. We also ship to select international countries via our Etsy shop.
Q: How much is shipping?
Shipping costs are calculated based on your selected shipping method, the total weight of your purchase, and your shipping address.
Q: How long does it take to ship within the U.S.?
Upon checkout, you’ll have the option to select your desired shipping method which will include estimated transit times. Most orders ship via USPS. Typical USPS transit times are below:
First Class: 2 - 5 days
Priority Mail: 2 - 3 days
Priority Mail Express: 1 - 2 days (guaranteed shipping)
UPS and FedEx are also offered and their transit times vary by the selected shipping method.
Please note Indigo Ember is not responsible for the carrier's transit times. The above information are estimates and delays can occur, especially during high seasons such as the Christmas holiday.
Q: Do you offer tracking?
Yes, we ship all orders with tracking information.
Q: What is your return and exchange policy?
You can find information about our policies, including refunds and exchanges, here.