Shipping policy

Shipping Policy

Last Updated: September 10, 2026

Thank you for shopping with Desert Ember Co. We carefully prepare and package every order to help ensure your purchase arrives safely.

Order Processing

Ready-to-Ship Products

In-stock, non-customized products are generally processed and shipped within 3–5 business days after your order is placed.

Business days do not include weekends or federal holidays.

Custom & Personalized Orders

Custom and personalized products require additional production time.

Once the customer has approved the final design, custom orders will generally ship within 2 weeks of design approval.

The production period begins when Desert Ember Co. receives final design approval from the customer, not when the original order is placed.

Changes requested after design approval may require additional production time and could affect the estimated shipping date.

If an unexpected production delay occurs, we will make reasonable efforts to contact you using the information provided with your order.

Shipping Rates

Shipping charges are calculated and displayed at checkout unless otherwise stated.

Any promotional free-shipping offers or discounted shipping rates are subject to the terms of the applicable promotion.

Estimated Delivery Times

Delivery estimates shown at checkout begin after the order has been processed and transferred to the shipping carrier.

Carrier delivery times are estimates and are not guaranteed by Desert Ember Co. Delays caused by carriers, weather, holidays, service disruptions, or other circumstances outside our reasonable control may occur.

Tracking

When tracking information is available, it will be provided after your order ships.

Please allow time for the shipping carrier to scan the package and update its tracking information.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please contact us as soon as possible if you discover an error in your shipping information. We cannot guarantee that an address can be changed after an order has entered fulfillment or been transferred to the carrier.

Additional costs resulting from an incorrect or incomplete customer-provided address, including reshipping costs, may be the customer's responsibility.

Damaged Orders

We carefully package our products for shipment, including additional protective packaging when appropriate for glassware, artwork, and other fragile products.

If your order arrives damaged, please contact us within 7 days of delivery.

Please include:

Your order number
A description of the damage
Photographs of the damaged product
Photographs of the shipping box and packaging

Please retain the product and all original packaging while your claim is being reviewed.

Depending on the circumstances, Desert Ember Co. may provide a replacement, repair, or refund in accordance with our Refund Policy.

Lost or Missing Packages

If tracking indicates that your package has been lost or significantly delayed, please contact us so we can assist in determining the appropriate next steps with the shipping carrier.

If tracking shows a package as delivered but you cannot locate it, please first check around the delivery location and with household members or neighbors who may have accepted the package.

Local Pickup

If local pickup is offered as an option during checkout, customers will receive instructions when their order is ready.

Please do not arrive to collect an order until you have received confirmation that it is ready for pickup.

Large, Bulk & Business Orders

Wholesale, corporate, government, bulk, and other business orders may have separate production schedules, freight arrangements, shipping charges, or delivery terms.

Any shipping terms provided in an applicable quotation, invoice, purchase order, or written agreement will take precedence over this general Shipping Policy for that order.