Hello there! Please read this updated information regarding possible delays for certain items due to COVID-19 complications:
To begin with, following is a list of products that are NOT experiencing any delay, as they are shipped personally by Emilie, and sent out either the same business day or the following business day depending upon cutoff times:
Now, about the potential delays: The Emporium works with a number of fulfillment partners around the world who custom manufacture some of our products. These partners have communicated to us that, due to the Covid-19 pandemic, production and shipping times MAY be extended by a few days. For example, a custom engraved or printed item that might normally take a week in production may now take 10 days. This is because of the necessary safety measures being taken by the facilities that are now having fewer people working at once, as well as shipping delays owing to fewer flights, and border restrictions being placed by certain countries. Canada and Spain are particularly affected.
Following is a list of the products likely to experience a small delay:
Tea Mugs and Travel Tumblers
Here's what we want you to know:
1. Your purchases WILL be delivered to you, though they may take a few days longer than usual. We hope that free global shipping with a minimum order of $75 will help to make up for this.
2. We are continuing to accept orders, though we ask for your understanding and patience when placing them. You are welcome to check on your order status at any time by contacting firstname.lastname@example.org, and we will do our best to find any available information.
3. Orders coming from China or elsewhere have been deemed safe to receive by the World Health Organization.
If you have any additional questions, please contact us at email@example.com and we will be very glad to help!
We know this is a very difficult time for all, and we appreciate your support more than ever.
We aim to be clear and transparent with our Shipping & Returns policies. Let's go!
We offer free standard shipping on all orders anywhere in the world totaling $75 or more.
We ship at the best rates available, and do not charge a handling or packaging fee. Your shipping rates are calculated directly by the shipping carrier of your choice and passed on to you.
Please read on for information about international customs fees and possible delays that your country may impose.
The time it takes for your order to reach you is determined by the shipping carrier you choose at checkout, as well as any manufacturing time your order may require (all items that take time to manufacture, such as custom items, will state so clearly on the product page).
Customs & Duties:
Please be aware that all international orders, regardless of shipping method, may be subject to additional duties, import taxes, or brokerage or custom fees upon delivery. These fees are calculated by customs officials in your country and cannot be estimated prior to shipping. Delays in customs are possible with every international order, which may affect delivery arrival times. We have, unfortunately, no control over customs fees or delays. The cost you pay for shipping when you checkout only covers the fees necessary to get your package delivered to your address. You, the buyer, are responsible for any additional fees charged by the customs officials in your country. We strongly encourage you to research the customs procedure in your country prior to placing your order to avoid any unpleasant surprises.
Tracking your order:
After you checkout, you will receive an email confirming your order, as well as emails when your order ships, including tracking information. If you have ordered multiple items, there is a chance they will be shipped to you from different locations. In this case, you will receive multiple tracking numbers. Please contact us to request this information if you do not receive it (check spam folders please;).
Checking on the status of your order:
You can check the status of your order by logging in to your account, where we will provide you with information at each step of the ordering process. We will also include the tracking number once your order ships. If you did not create an account and need assistance, we are happy to provide your orders status. Simply contact us at firstname.lastname@example.org.
Cancel or change an order:
If you need to cancel or alter your order or shipping address, please know that this may not be possible after a certain amount of time (usually a few hours after you place your order at the most as we go into production immediately). We will do our best to accommodate you of course, so please contact us as soon as possible at email@example.com.
After you checkout, you will receive an email containing links to download your digital items. Please contact us to request this information be re-sent to you if you do not receive it shortly after you checkout (check spam folders please;).
At checkout, there will be a box that says "Discount." You simply enter your code (it will be case sensitive) into the box and click "Apply."
We are happy to accept returns within 30 days of purchase EXCEPT on items that were custom made for you.
To be eligible for a return, your item must be unused and in the same condition that you received it (unworn, unwashed).
If you have received a defective product, please send a clear photo of the defect to firstname.lastname@example.org along with your order number. We will happily make things right:).
Additional non-returnable items include:
Downloadable software products
All refunds agreed upon between you and The Asylum Emporium will be issued immediately.
We can only replace items if they are defective or damaged. If you need to exchange your item for the same item, please send us an email at email@example.com.
Shipping on returns:
To return your product, please contact firstname.lastname@example.org and a return label will be sent to you.
Please note that all shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. The exception to this is in the case of a damaged item or other fault of ours, in which case we will of course take full responsibility.
If you have any questions or concerns regarding our return policy, please don't hesitate to contact us at email@example.com. We are here for you!