FAQs

Q: How long does production and processing take?
A: Each piece is inspected and prepared with care. On average, standard orders take 1–2 business days to process. Custom engraved or personalized items take 2–3 business days before shipping.

Q: It’s been more than 2 days and my order hasn’t shipped. Why?
A: Our production team prepares orders Monday through Friday so our team can spend weekends with their families. If your order is placed on a Friday afternoon or over the weekend, it will typically dispatch by Tuesday or Wednesday.

Q: How long does shipping take?
A: 
• United States: 3–5 business days via USPS tracked standard delivery. (Most customers receive their gifts within 5–8 business days from order placement).
• Tracking numbers are automatically emailed as soon as your package leaves our facility.

Q: How much does shipping cost?
A: Standard tracked shipping across the United States is a flat rate of $5.69 (or Free Shipping on eligible promotional orders).

Q: I made a mistake with my shipping address or custom message. How do I fix it?
A: Please email us immediately at info@emeralddrift.com within 3 hours of placing your order. Once an order enters fulfillment or ships, we can no longer make modifications.

Q: How do I cancel an order?
A: Because our fulfillment team works quickly, cancellation requests must be received within 3 hours of order placement. Email info@emeralddrift.com right away with your order number.

Q: How can I contact customer support?
A: Our dedicated customer support team is available via email at info@emeralddrift.com, Monday through Friday, 9:00 AM – 5:00 PM EST. We typically reply within a few business hours.

Q: How do I track my package?
A: Once your order ships, you will receive an email with your USPS tracking link. You can also visit our "Track My Order" page anytime in the top menu to check live status.

Q: My tracking says "Delivered", but I haven’t received it yet. What should I do?
A: 
1. Double-check your mailbox, porch, and neighbors.
2. Carriers (especially USPS) occasionally scan packages as delivered 1 business day early while finishing the route.
3. If it hasn't arrived within 24 hours of being marked delivered, contact your local postal branch or email us at info@emeralddrift.com and we’ll assist you!