Shop Policies & Information

Thank you for the support for our small family shop. Dear Emma was established August 1st, 2018 & our appreciation for our customers continuously grows! We create and ship our products from our smoke free, one German Shorthaired Pointer friendly home located in Northeast Alabama in the United States. Our current turnaround time (TAT) is 3-5 business days. You can contact us anytime at hello@dearemma.com — please allow up to 48 hours to get back to you. Additional policies and questions answered below.

Thank you for your support!
— Tiffany A. Whitehead, owner at Dear Emma LLC

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TURNAROUND TIME (TAT) & SHIPPING TIME:
Our current TAT (turnaround time to process orders) for ready to ship items is 3-5 business days, which are Monday through Friday and excludes holidays. Turaround Time does not include the amount of time that it will take USPS to deliver your package. USPS shipping times cannot be guaranteed and are only an estimate, likely to vary based on the current Covid-19 pandemic. All items on our website are ready to ship unless specifically stated otherwise in the listing description.

USPS & BEYOND MISTAKES
Dear Emma LLC cannot assume responsibility for USPS delays or mistakes, nor returned packages due to incorrect shipping addresses due to buyer error. We are also not responsible for orders once they have been marked as “delivered” by USPS: this includes, but is not limited to, stolen or damaged porch packages. Buyer must assume all responsibilities for filing necessary police reports or USPS claims.

 

SHIPPING REGIONS:
We now ship internationally!
Please be aware that Dear Emma LLC is not responsible for paying customs fees, duties, or other fees, nor are we liable for packages that are returned to us due to unpaid fees and refunds will not be issued. Customs fees are the sole responsibility of the buyer.

 

RETURNS & REFUND POLICY:
Due to the nature of our products and sanitary concerns, we do not accept returns and we do not issue refunds unless we are at fault and an error has been made by us.
Please reach out to us if you have an error with your order within 48 hours of receipt at hello@dearemma.com to initiate a plan of action. In your email, please include the name on your order and your order number.

 

CANCELLATION POLICY:
Customers may request an order cancellation within 12 hours, unless order has already been marked as ‘fulfilled’ during that time. Please e-mail us as soon as possible at hello@dearemma.com to request a cancellation. Please include your order number and the full name with which you placed your order. To view the status of your order and to view its fulfillment status, sign in to your account.

 

CHANGES MADE TO ORDERS:
Changes may not be made to an order once it has been submitted.
This includes, but is not limited to, refunding accidental double-purchases of items or changing a ship-to address. For buyer/seller protection, orders paid for with PayPal must be shipped to the address entered by the customer at checkout. In addition, all discount and promotional codes must be applied by customer during the time of checkout and may not be applied after order has been completed.

 

COMBINED SHIPPING IN THE U.S.:
Currently, we do offer combined shipping on open/unfulfilled orders within the United States only. Combined shipping only applies to ‘same name’ and ‘same address’ orders and will only apply to additional orders placed. Shipping on the initial order will not be refunded. Multiple orders’ shipping will also not be added together to achieve the “Free Shipping” order amount tier of $35+. Wholesale orders are exempt from combined shipping.

 

ORDER STATUS & TRACKING INFORMATION:
To view the current status of an order, you may view your orders by signing into your account. To check the tracking of an order, please refer back to your tracking email. If you cannot find your tracking email, you may send us an email and we’ll be happy to assist you in tracking your package.

PRODUCT COLOR DIFFERENTIATIONS:
Please keep in mind that colors may vary due to different monitor or screen settings.

  

DISCLAIMER:

ALL PRODUCTS ARE ASSEMBLED WITH VARIOUS SMALL PIECES. 

Please keep in mind that although our products are carefully handmade, they do contain small parts and should require continuous adult supervision.

Small children or pets should not be left unattended with any of our products. Please provide adult supervision at all times. By purchasing from Dear Emma LLC, you are assuming all personal responsibility.

 

 ADDITIONAL:

Click here to view our TERMS OF SERVICE.

Click here to view our PRIVACY POLICY.


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Additional questions?
Email us at hello@dearemma.com
Please allow up to 2 business days for a response.

Dear Emma LLC
5725 Swearengin Rd.
Scottsboro, AL 35769