Our not-so-fun store policies, but very important to ensure we are delivering extraordinary customer service to you.
Payment is due at checkout.
It is not necessary to have a PayPal account to make a credit or debit card purchase.
All purchases will ship with tracking and delivery confirmation information. Orders are shipped via USPS First Class and packaged to protect them from damage. Upon checkout, you do have the option to select various USPS, FedEx or UPS shipping methods. When an expedited shipping method is selected, the rush transit service applies to the carrier delivery only, not to the store's processing time.
U.S. customers only: Below are typical USPS transit times:
First Class: 2 - 5 days
Priority Mail: 2 - 3 days
Priority Mail Express: 1 - 2 days
Indigo Ember cannot be held responsible for shipping delays due to the carrier services. Unfortunately, we have no control of delivery/arrival times. Delivery times rests solely with the shipping carrier. USPS, FedEx and UPS provide an Estimated Delivery time on their tracking websites. However, please note this is not a guarantee it will arrive on that date.
For lost U.S. packages, we will work with you to help locate your package with USPS. If it is beyond 25 days, the package is considered lost. We will send a new package or refund the order. There are no refunds given for packages deemed as delivered by USPS but are claimed as lost or stolen by the buyer. We can work with the buyer to file lost/stolen claim with USPS. If you believe your product is stolen, please file a police report including filing a report with your local postal carrier.
If your package was damaged in transit, please contact us via our Contact form within 4 days of receipt and provide photos of the damaged product including all the packaging. This information is necessary for filing a claim with the Shipping carrier. We will work with you to file a claim. Depending on the situation, either a refund or a replacement of the damaged good(s) will be provided.
Hours of Operation
Processing occurs Mondays through Fridays (excluding major U.S. holidays).
Change Requests ~ If you desire to make changes to your order, please submit the change request within 24 hours of order placement via our Contact form.
Cancellation Requests - Our products are commonly made to order. If you decide to cancel your order, please submit the request via our Contact form within 24 hours of purchase to receive a full refund and cancellation. If the cancellation request is beyond 24 hours of purchase, the cancellation will not be honored because the order is in-process.
Order Errors ~ We strive to be perfect but because we are human, errors can slip past our eagle eyes at times. If you discover we have made an error, we sincerely apologize from the bottom of our hearts. Please contact us via our Contact form as soon as possible, within 4 businesses of delivery confirmation. We'll swiftly correct the mistake.
Refunds & Exchanges
Refunds ~ With prior approval, refunds for non-custom orders will only be accepted if the item is received by Indigo Ember in its original condition. Please submit refund requests via our Contact form.
Customers have 15 business days to request a return on non-custom orders upon delivery confirmation. Once the request is approved, please return the item within 15 days. The product must be received in its original condition. The original shipping cost is not refundable. The customer is responsible for the shipping cost of the return item. Please ensure to properly packaged the product to prevent damage while in transit and it's highly recommended to send the product using delivery tracking.
Custom/personalized items cannot be returned.
Exchanges ~ While supplies are in stock, purchased items can be exchanged for a new design of your choice and of equal value. It's imperative to include a reason for the exchange so that we can better accommodate your expectations. With prior approval, the customer has 15 business days to exchange the item upon delivery confirmation. Exchange items must be received in their original condition. The customer will pay shipping costs for exchanges while Indigo Ember will pay the cost to ship the new purchase to the customer. Please submit exchange requests via our Contact form.
Computer Monitor Resolutions
We strive to publish photos representing the true color and characteristics of our products. Please note computer resolutions can slightly vary the color.