Shipping policy

Shipping Policy

Thank you for shopping with Opal and Ember. Please review the following information regarding order processing, shipping, tracking, delivery, and shipping-related concerns.

Order Processing

Orders are typically processed within 2–5 business days, excluding weekends and holidays.

Processing time is the amount of time required to verify, prepare, and package an order before it is transferred to the shipping carrier. Processing time is separate from the estimated delivery time.

During holidays, promotional periods, new product launches, severe weather, or periods of high order volume, processing may take longer than usual.

Once an order has entered processing, we cannot guarantee that changes or cancellations can be made. If you need to request a change, contact us immediately at opalandemberonline@gmail.com. We will do our best to assist, but changes are not guaranteed.

Estimated Delivery

After processing, most orders are estimated to arrive within 7–15 business days.

Delivery estimates begin after the order has shipped and do not include processing time, weekends, or holidays. All delivery timeframes are estimates and are not guaranteed.

Delivery may be affected by:

Carrier delays
Severe weather or natural disasters
Holidays and high-volume shipping periods
Incorrect or incomplete shipping information
Transportation disruptions
Product availability
Customs processing, when applicable
Circumstances beyond the control of Opal and Ember

Opal and Ember cannot guarantee delivery by a specific date. Please consider processing and delivery times when placing orders for holidays, birthdays, housewarmings, or other special occasions.

Shipping Rates

Shipping charges, when applicable, are calculated and displayed at checkout before payment is completed.

Shipping promotions, including free-shipping offers, may be subject to minimum purchase requirements, eligible products, eligible locations, or promotional expiration dates.

Original shipping charges are nonrefundable.

Shipping Locations

Available shipping destinations will be displayed during checkout. If a shipping option is not available for your address, we are currently unable to ship the order to that location.

Some carriers or products may not be eligible for delivery to P.O. boxes, APO/FPO addresses, or certain restricted locations.

Multiple Packages

Products in the same order may be stored or fulfilled from different locations. Therefore, an order containing multiple items may arrive in separate packages and on different dates.

You may receive more than one shipping confirmation or tracking number. You will not be charged additional shipping fees solely because an order is divided into multiple packages unless otherwise disclosed at checkout.

Tracking Your Order

When your order ships, tracking information will be sent to the email address or phone number provided during checkout.

Please allow up to 48–72 hours for tracking information to update after receiving the shipping notification. A tracking number may be created before the carrier scans the package into its system.

Customers are responsible for entering accurate contact information and monitoring their tracking updates.

If you have not received tracking information after the applicable processing period, contact us at opalandemberonline@gmail.com with your full name and order number.

Incorrect or Incomplete Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review the following information before submitting your order:

Recipient’s full name
Street address
Apartment, suite, or unit number
City, state, and ZIP code
Email address
Phone number

If you notice an error, contact us immediately. We cannot guarantee that an address can be changed after an order has been submitted or entered processing.

Opal and Ember is not responsible for delivery delays, failed deliveries, or packages delivered to an incorrect location because of inaccurate or incomplete information provided by the customer.

If an order is returned because of an incorrect or incomplete address, refused delivery, or unsuccessful delivery attempt, the customer may be responsible for additional shipping charges before the order can be resent.

Delayed Packages

Shipping delays may occur after a package has been transferred to the carrier. Once a package is in transit, delivery updates and estimated arrival dates are controlled by the shipping carrier.

If tracking has not updated for several business days, please contact the carrier first using the tracking number provided. You may also contact Opal and Ember at opalandemberonline@gmail.com, and we will assist with reviewing the available shipping information.

A delayed tracking update does not necessarily mean that a package has been lost.

Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it:

Verify that the shipping address on your order is correct.
Check around the delivery location, including porches, side doors, garages, mailrooms, parcel lockers, and reception areas.
Ask household members, neighbors, leasing offices, or building staff whether they accepted the package.
Allow up to 48 hours, as some carriers mark packages delivered before the final delivery is completed.
Contact the shipping carrier to request delivery details or open a missing-package investigation.

After completing these steps, contact us at opalandemberonline@gmail.com with your order number and tracking information. We will review the matter and assist when possible.

Packages marked as delivered by the carrier are not automatically eligible for replacement or store credit. Each claim will be reviewed based on the tracking information and carrier investigation.

Lost Packages

A package may be considered lost when the carrier confirms that it cannot be located or delivered.

If you believe your package has been lost, contact us at opalandemberonline@gmail.com with your order number and tracking information. We may require confirmation from the carrier before approving a replacement or store credit.

Approved lost-package claims may be resolved through a replacement or store credit at the discretion of Opal and Ember. Refunds to the original payment method are not issued.

Damaged Packages or Products

Please inspect your order immediately after delivery.

If your package or product arrives damaged, contact us at opalandemberonline@gmail.com within 7 days of delivery. Include:

Your full name
Order number
A description of the damage
Clear photographs of the item
Photographs of the packaging and shipping label

Please retain the damaged item and all original packaging until the claim has been reviewed. Discarding the product or packaging before the review is completed may affect our ability to resolve the claim.

Approved claims may be resolved with a replacement or store credit. Refunds to the original payment method are not issued.

Missing or Incorrect Items

If an item is missing from your order, first check your shipping confirmation to determine whether the remaining items are arriving separately.

If you received an incorrect item or an item is confirmed missing, contact us at opalandemberonline@gmail.com within 7 days of delivery. Include your order number and photographs of the items and packaging received.

Once the issue has been reviewed and approved, we will provide the appropriate resolution.

Refused and Undeliverable Packages

Packages returned because they were refused, unclaimed, undeliverable, or addressed incorrectly are not automatically eligible for reshipment.

If a package is returned to the sender, additional shipping charges may apply before it can be sent again. If the order qualifies for store credit, original and return-shipping charges may be deducted from the store-credit amount.

Preorders and Backordered Items

Products listed as preorders or backorders may have extended processing and shipping times. Any estimated availability or shipping information will be provided on the product page when available.

If an order contains both available and preorder or backordered products, the items may ship separately.

Holiday Shipping

Delivery before a particular holiday or special occasion is not guaranteed unless expressly stated in writing by Opal and Ember.

We recommend placing holiday orders early and allowing additional time for processing and carrier delays.

Return Shipping

Customers must receive authorization before returning an item. Do not send an item back to the address shown on the original shipping package unless instructed to do so.

Customers are responsible for return-shipping costs unless the item arrived damaged, defective, or incorrect and the claim is approved.

Please review our Return and Store Credit Policy for complete return requirements.