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COVID-19 DISCLAIMER: Please note that due to COVID-19, all carriers are experiencing very high volumes of packages and there is a possibility your shipment may be delayed. Unfortunately, there is nothing that can be done about this until carrier operations return to normal. Thank you for understanding
We guarantee safe shipping on all orders. All of our products are carefully packaged to avoid damage. If a package is received with broken, damaged, or defective merchandise, please contact us and a replacement will be issued free of charge within 1 business day of receiving your request. You should photograph and keep the defective parts and packaging until told by a Customer Service Representative (CSR) to discard, recycle, or send back the defective product(s)ll of our products are carefully packaged to avoid damage. If a package is received with broken, damaged, or defective merchandise, please contact us and a replacement will be issued free of charge within 1 business day of receiving your request. You should photograph and keep the defective parts and packaging until told by a Customer Service Representative (CSR) to discard, recycle, or send back the defective product(s)
II SHIPPING AND HANDLING
Our shipping and handling (S&H) charges are intended to compensate our company for processing your order, handling and packing the products you purchase, and delivering them to you. Most purchases are shipped from our warehouse to arrive within 5-8 business days of receipt of the order, with the exception of backordered items, which could take longer. Some items may not arrive in the same box, and all packages should be opened and carefully inspected upon receipt. Some heavy or oversized items may incur additional shipping fees. By law, some items (such as pesticides or repellents) cannot be shipped to certain states or outside the Continental U.S.
III BILLING ADDRESS VS. SHIPPING ADDRESS
You can ship to a single (1) different address (from the "Billing Address") without incurring additional shipping charges. Simply fill out the “Shipping Address” portion of the checkout form in the Shopping Cart with the recipient’s information. If you wish to ship to multiple addresses, you must complete a separate order for each different shipping address. We are unable to combine shipping charges for multiple addresses/ orders.
IV CHANGING SHIPPING ADDRESS
If you'd like to change your shipping address after you've placed the order, you may incur additional charges. If you've realized that you've accidentally entered an incorrect shipping address.
We do not allow customers to pick-up any products from our manufacturing plant, warehouses, or offices. We must ship all items, no exceptions.
VI PLACING ORDERS ON HOLD
We do not allow any customers to choose to delay or hold orders for shipment at a later date/time. Once placed, we must process and ship all orders immediately, no exceptions. In some cases, if an order is received with an item that is back-ordered, the entire shipment may be held until all products are ready to ship at the same time.
VII DELAYED SHIPMENTS
From time-to-time, incidents beyond our control may affect shipping, resulting in a longer period of time before you receive your order. Such incidents may be related to weather or other natural disasters; government restrictions such as "State of Emergency;" or mechanical failure on the carrier's mode of transport. Emerald Seaside will not be held responsible for such delays. In appropriate cases, we will file a claim with the carrier.
VIII CANCELLING ORDERS& SHIPMENTS
If a customer would like to cancel or change their order, please call Customer Service Support@ emeraldseaside.com as soon as possible. We'll do everything we can to accommodate the customer's request, but please keep in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the shipping process.
Please note: If you cancel an item that qualified you for a promotion or special deal, you may no longer receive that discount or promotion on your order.
Emerald Seaside has the right to cancel any order if in case there’s any mistake/error with the order like wrong pricing, product interchange etc. In such cases, the entire amount paid by the customer shall be refunded by William Penn Private Limited within the refund timelines mentioned in our cancellation and refund policy.
IX MISSING AND STOLEN DELIVERIES
Unfortunately, the reality of missing and stolen package(s) exists. We will provide you with detailed tracking information once it becomes available so that you can track the status of your shipment. We recommend having someone home on the expected delivery date, or enlisting the help of a trusted individual to retrieve your package(s) for you. You may also choose to have your shipment sent to an alternate address during the checkout process, such as a family member or work address. If your delivery is missing, please contact us as soon as possible so we can investigate with the carrier and confirm the delivery status. If believed to be stolen, you should contact your local authorities immediately and file a report. Emerald Seaside is not responsible for missing or stolen deliveries.
You may call in your order during our regular business hours and ask for your delivery to require a signature, for an additional fee. If you live in an area where package theft is a known issue, we urge you to consider this option.
Please note: In some areas with increased chances for stolen packages, the carrier will often try to "hide" the delivery in a safer place. Be sure to check the delivery notes and look in, under, and around all doorways, porches, decks, shrubbery, and steps.