EMUAID® Shipping Policy

MARCH 2020 UPDATES:

Domestic: Please be aware that USPS is experiencing unpresented package increases and limited employee availability due to the impacts of COVID-19 and severe weather. Please expect delays.

International: Delays have been reported with our international shipping partner for select countries. Please check with your country’s local postal courier for further information regarding any potential delays in your country.

We ship your order via USPS by way of UPS. Your order is collected by UPS from our Florida warehouse and sent to your local post office where it will be shipped direct to your door. Your package tracking number will be sent to your email. If the tracking link in the email doesn't work, please use the link below to manually enter the tracking number for USPS Tracking Information:

https://tools.usps.com/go/TrackConfirmAction_input

We ship your order via your local postal courier by way of Landmark. Your order is collected by Landmark from our Florida warehouse and sent to your local post office where it will be shipped direct to your door. Your tracking number will be sent to your email. If the tracking link in the email doesn't work, please contact us and we will provide the most up-to-date tracking information.

We ship your order from our Singapore warehouse, where it's handed off to your country's local postal courier to be delivered directly to your door.

You’ll receive a tracking link via email. If the tracking link in the email doesn't work, please contact us and we will provide the most up-to-date tracking information.

Receive FREE shipping on any domestic order over $75 with the USPS First Class Shipping Option.

We have two domestic shipping options within the US to choose from by the United States Postal Service (USPS):

1 - First Class Shipping Option - $7.20 (depending on size/weight) that will arrive to you in 7 to 10 business days (Contiguous States).

2 - Express Shipping Option - $31.00 (depending on size/weight) that will arrive to you in 3 to 5 business days (Contiguous States). This shipping option requires a signature.

Shipping rates may alter at any time to reflect changing mail courier fees. The time frames above are only estimates and are not guaranteed.

COVID-19 UPDATE: Please expect delays with mail couriers during this time.

Please be aware that our 16OZ SIZES of EMUAID® and EMUAIDMAX® require a signature for delivery.

To calculate exact shipping options and rates for orders under $75, add the item(s) you want into your cart at www.emuaid.com and do a “dry run”. Your online shopping cart will show you exact shipping options and rates based on the shipping address entered. Please note, you do not have to enter credit card information to calculate the shipping cost.

Receive FREE international shipping on any order over $75 USD.

For orders under $75 USD, international shipping costs usually start around $15 USD, depending on shipping rates. Your product(s) will arrive to you in approximately 10 - 28 business days. Some countries receive packages faster than others depending on the speed of their local postal service.

Shipping rates may alter at any time to reflect changing mail courier fees. The time frame above is only an estimate and is not guaranteed.

COVID-19 UPDATE: Please expect delays with mail couriers during this time.

Most international orders ship from our Singapore warehouse by SwissPost, with the exception of Canada. Canadian Orders are shipped from our Florida warehouse via Landmark. Both SwissPost and Landmark will ship the package to your local post office who will deliver your order straight to your door.

Please be aware that our 16OZ SIZES of EMUAID® and EMUAIDMAX® require a signature for delivery.

To prevent shipping errors, we ask all international customers to place orders themselves for accurate processing. Please go to our site www.emuaid.com and place your order online, as our Customer Care Representatives available at our 800# are unable to process international orders.

Our website calculates costs in US Dollars. Your credit card/method of payment will convert currencies and customs fees afterward according to the country you are ordering from.

Please be aware that VAT/GST is collected on orders shipping to the following countries: Australia, Canada, New Zealand, Norway, and the United Kingdom. All other countries outside of the US may require you to pay VAT/GST and import duties. Any customs fees assessed are on top of your cost of shipping and are the customers' responsibility to pay.

For international shipments, SPEER Laboratories will not be held responsible or liable for any problems that result at your local customs office outside of the countries listed above. If customs duties are assessed, these are in addition to your shipping charges and must be paid directly by you. No refunds will be given for items that are seized at your local customs office.

PayPal is the required form of payment for the following countries: Australia, Denmark, France, Indonesia, Ireland, Malaysia, New Zealand and Singapore. You do not need to set up a PayPal account to use the PayPal checkout option.

For exact shipping options and rates on orders under $75 USD, add the item(s) you want into your cart at www.emuaid.com and do a “dry run”. Your online cart will show you exact shipping options and rates based on the shipping address entered. Please note, you do not have to enter credit card information to calculate the shipping cost.

We aim to ship your order within 1-3 business days. Mail or Fax orders are shipped within 1-3 business days once your payment is processed.

IMPORTANT NOTE: Due to COVID-19, the operational status of postal services, and protests, many domestic shipments and most international shipments are experiencing delays. Please keep this in mind, as the timeframes listed below are estimates and are not guaranteed delivery times. Additionally, if you decide to place an order with our Express Shipping Option, the delivery time begins when the order is shipped, not when the order is placed. We cannot guarantee Express delivery in 1-3 business days and refunds will not be provided if USPS does not deliver in the 1-3 business days once your order has shipped.

We do not ship orders on Saturday or Sunday. Any order placed on Saturday, Sunday or a national holiday will be shipped within the following 1-3 business days.

In the United States, USPS guarantees most deliveries between 7-10 business days from the date of shipment. International shipments can take anywhere from 10-28 business days depending on the country.

SPEER Laboratories will not be held liable for any customs duties or taxes that arise from your local customs office. Also, SPEER Laboratories will not be held responsible for any additional fee the local carrier in your country may charge.

The easiest way to track your shipment is to log into your EMUAID account at the top right section of the website.

Once you are logged in, click your name in the upper-right section of the website, then select “MY ACCOUNT” from the dropdown that appears. This will take you to the “My Dashboard” page which has a complete overview of your order history and tracking, product reviews, and account information.

To view tracking information from the “My Dashboard” page, select strong>“My Orders”. Select “View Order” for the order you wish to track, select the “Order Shipments” tab, and then select “Track this shipment”. A pop-up window will appear that contains your tracking information and link to visit the associated mail couriers website for details.

Note, all orders placed on emuaid.com receive an order tracking email. If you do not see this email, please check your emails SPAM folder.

Domestic orders placed within the United States are shipped via USPS by way of UPS. Your order is collected from our warehouse by UPS and handed to USPS for final delivery to your door.

Canadian orders are collected from our warehouse by Landmark and handed off to your country’s local postal courier for final delivery to your door.

For tracking all other international orders outside of Canada, if you see a “PENDING/DOES NOT EXIST” notification from the redirected AfterShip tracking link, don’t worry! This means your order is in the works!

We immediately assign tracking numbers to all orders, but it takes us a little longer to process your actual physical order. Please recheck the tracking link in another 1-3 days, and you will see further details listed. Please note, most international orders ship from our Singapore warehouse.

Alternatively, send us an email at orders@emuaid.com, with “Tracking Information” in the subject line and we will send you tracking data for your shipment, usually within 1 day during normal business hours M-F 8:30am – 6pm ET. You can also contact us by telephone at 1-800-881-3900 or via Facebook message at https://www.facebook.com/emuaid

We understand that sometimes situations arise where you may wish to cancel your order. However, due to COVID-19, order cancellations are difficult at this time. We have started to pack and prepare customers’ orders over the weekend, so orders placed between Friday – Sunday are unable to be canceled.

Orders placed Monday – Thursday are likely able to be canceled if you reach out to us immediately after an order was placed.

If you would like to cancel your order, please immediately send us an email at orders@emuaid.com or a Facebook message at https://www.facebook.com/emuaid

Alternatively, contact us by telephone toll-free at 1-800-881-3900 weekdays 8:30am - 6:00pm ET.

We take every effort to protect your privacy by ensuring that each shipment goes out in a discreet, plain white package.

Due to the specific melting point of our ointments, the product may melt if shipped during warm weather. If melting occurs, don’t worry, the efficacy and quality of EMUAID® and EMUAIDMAX® First Aid Ointments will not be affected. Simply place the product in a cool place and it will solidify again. Since melting is a natural reaction to heat, these products may melt in transit if they sit in a hot mail truck, hot mailbox or hot front porch. Please be assured that the quality and healing properties of our ointments are not affected by the melting process. If melting occurs, place the jar into the refrigerator until it hardens.