We offer "free ground shipping" for all US orders except Alaska, Guam, Hawaii, and Puerto Rico, where our shipments are not covered. (Orders under $50 are subject to a small shipping fee.

) For Canada orders, we charge a shipping fee. which is calculated according to the size and weight, so different products might have different shipping fees.

*If you purchased your appliance from a retailer, please contact that retailer directly. Shipping Method For small items: Standard shipping through USPS, UPS and FedEx For large items (Pizza Ovens, Wine Fridges, Tubs, etc.

) or multiple products: Shipping through LTL Freight. Shipping Time Standard Shipping: 3-5 business days within the U.

S. , 5-7 business days for Canada LTL Shipping: 7-10 business days within the U.

S. , 10-15 business days for Canada Order Processing Time: 1-2 business days.

Shipping times are dependent on each specific carrier. We offer free shipping directly to your front door, or in-home delivery and white glove service for an additional fee.

Deliveries typically occur on weekdays, but in certain zip codes, weekend deliveries can occur. Shipping Types Standard Shipping: Empava with proven carriers that offer insurance and tracking, including UPS, FedEx, and USPS.

All shipment times are shown in business days (Monday through Friday, excluding weekends and holidays). Shipping times are subject to each carrier's daily cut-off time and are dependent upon warehouse turnaround.

Freight (LTL) Delivery: Freight delivery is reserved for large, heavy, or oversized items, as well as large-quantity shipments. Products are loaded onto a semi-truck and delivered curbside; you will be responsible for moving the item from the curb to the desired location.

Shipping times will vary based on destination, extreme weather, and other variables. Shipping Cancellation The customer must provide a valid e-mail address during the checkout process.

All orders are subject to verification and approval. All approved orders will be accompanied by an e-mail confirmation from our secure payment server.

All shipped orders will be followed by an e-mail confirmation including tracking number(s) and shipping carrier contact information. If you need to request a cancellation or make any changes to your order, please contact our customer service as soon as possible at (888) 682-8882, or email us at service@empava.

com . We are available Monday through Friday from 9am – 5pm PST.

Once an order reaches our warehouse, we can no longer guarantee cancellations or changes, as we strive to process and deliver each order swiftly. LTL Receipt Instructions In-person freight receipt: The carrier will contact you directly to schedule delivery.

If you are not available to receive the scheduled delivery, you may be charged a delivery fee on your original form of payment. Contactless delivery: You will receive a shipping date and tracking information for your order, but do not need to be present for receipt.

If you are not home at the time of delivery, the carrier will document the package’s condition and drop-off location with photos. In-home delivery: Products are shipped on a semi-truck and delivered to an agreed upon location inside your home.

Shipping times will vary based on destination, extreme weather, and other variables. The carrier will contact you directly to schedule delivery.

Shipping, Delivery, and Cutoff Times Stated shipping and delivery dates are estimates only and can be affected by several factors, including shipping method. Cut-off times indicate when order must be placed to begin processing on a particular day, and vary by carrier.

Please be aware of the product's expected shipment time. This is when the item is expected to leave the warehouse, and will be listed on the product information page.

Shipping & Order Confirmations You will receive an email order confirmation after your order has been placed, and a second email when your order has been shipped. Tracking numbers will be provided when available.

Return Process You are entitled to contact customer service team to request a return for an item(s) within 30 days of delivery for a refund (we will refer to the item delivery date on the shipping info). Please note that returns outside of the 30-day return window will not be accepted.

We promise to respond to your return request within 2 business days. General Returns To qualify for a general return, the item(s): Must be in resalable condition/ Must be free from scratches andor defects/ Must not have been installed/ Must be in the original manufacturer’s box and packaging and be free of writing.

/ Must not be missing pieces. To initiate a general return, please address your reason： Don’t like/ Ordered By Mistake/ Changed Idea/ Don’t need anymore/ Found More Affordable One/ Product Size Doesn't Fit ( Please check if our product size meets your needs before ordering) Defective Return To qualify for a defective return, one of the following must apply: The item has a defect that hinders its usability for the purpose for which it was designed The wrong item was received.

The item does not match the description. The item arrived damaged.

To initiate a defective return, please specify which situation the item falls under: *If the item is found to be damaged during shipping, and you notice the damage upondelivery or inspection, do not sign for or take possession of the item. lf delivery isaccepted but concealed damage is noticed within 48 hours, take pictures ofthe box andproduct(s).

Carriers only allow two business days to file a freight claim. Contact ourcustomer service team immediately to report the damage.

Refund Process We promise to process the refund within 2 days after the returned item arrives at our warehouse and was inspected to qualify for our general return or defective return situations listed before. You are expected to receive the refund 5-7 business days after we process it.

For a general return, we will deduct 20% of your total refund amount for the reason of return shipping costs and the loss caused to us as a vendor, which means only 80% of your total refund will be sent back to your account. For Canada order, we will deduct 30% of your total refund amount.

For a defective return, we will bear the return shipping cost and a full refund will be sent back to your account. Please note that custom-made bathtubs are non-refundable.

Additional Customer Care Can I order a Bathtub if I am in Canada? Yes, we ship to both the United States and Canada.

We offer free shipping for orders within the United States. For orders to Canada, a shipping fee will be charged.

Which items are eligible for a return? Most items can be returned within the stated time frame for a refund.

To qualify for a general return, the item: Must be in resalable condition. Must be free from scratches and/or defects.

Must not have been installed. Must be in the original manufacturer's box and packaging and be free of writingMust not be missing pieces.

How do I send my return? We recommend using the packaging from the original shipment.

Please contact our after-sales service team at service@empava. com and explain the specific reason for the return.

If the issue is quality-related, please attach clear photos of the product. How do I cancel an order?

Because our orders process quickly, there is a very short window of time in which a cancellation may be possible. To request a cancellation before an order ships, please contact our customer service team.

For refused shipments, damaged shipments, and freight claims filed within 2 business days of receipt, a credit will be issued as soon as possible. However, please allow 5 to 10 business days for processing.

My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?

If you notice damage after delivery (concealed damage), you can contact our customer service team. Please provide as much detail as possible about the damage.

You will be asked to upload at least 3 photographs to show the damage. We promise to provide solutions and resolve the issue as soon as possible.

We can assist with complaints of damage, including visible or material defects, after the product has been installed or altered. I did not receive all my products.

What do I do? There are occasions when an order is shipped from multiple locations and will arrive at different times.

In the event that all material is not delivered, please contact our customer service team. My purchase was lost in transit, what should I do?

In case of a lost shipment, please contact our customer service team as soon as possible for assistance. Who will pay for the return?

If the return is due to product quality, Empava will pay for it; if the return is due to the customer's personal preference, the customer will pay the cost