FAQ’s

 


When will my order arrive?

  • Canada & US: Orders are delivered within 3-7 business days via standard shipping, once dispatched from our warehouse. Rural or remote areas may require an additional 1-2 days for delivery.
  • International: International orders arrive within 10-14 business days after dispatch. Once your order reaches the destination country, it is handed over to your local postal provider. Customs clearance may add an extra 1-2 days in some countries.

What if I missed my delivery?
If you miss your delivery, please contact our customer service team at support@echoandember.com for assistance with re-delivery or further instructions.

My tracking shows 'delivered,' but I can’t locate my parcel. What should I do?
If your parcel shows as delivered but is missing, we suggest checking:

  • Mailbox and front of your home
  • Building lobby or reception desk if applicable
  • With neighbors or household members in case they received it on your behalf
    If you still cannot locate it, contact our customer service team at support@echoandember.com for further investigation.

What if my tracking status shows 'delayed'?
Delivery times are estimated, and external factors like weather or logistical issues may cause delays. The courier will aim to deliver your parcel as soon as possible.


Order Assistance

I didn’t receive my order or shipping confirmation. What should I do?
First, check your spam or junk folders. You can also log in to your Echo & Ember account to view your order history and tracking. If issues persist, contact us at support@echoandember.com.

Can I update my shipping address?
After the order is placed, no further changes can be made.

Can I add or change items after placing my order?
After the order is placed, no further changes can be made.

Can I cancel my order?
Once an order is placed, it cannot be canceled, so please review your selections carefully before completing your purchase.

When will out-of-stock products be available?
We work to restock items as quickly as possible. You can sign up for email alerts or email us at support@echoemberco.com and we will notify you as soon as possible

How do I qualify for free shipping?
Free shipping is available for orders over $100 within Canada. This offer may not apply during promotional periods and cannot be combined with other offers.


Billing

What forms of payment do you accept?
We accept Visa, MasterCard, American Express, and PayPal. Unfortunately, we do not accept checks or money orders.

When will my credit card be charged?
Your card will be charged as soon as your order is accepted and processed.

For further inquiries, please reach out to our customer service team at support@echoandember.com.