emark wants you to absolutely be happy with your purchase. Therefore, we extend a two-year limited warranty on all of our products.
Our crafters inspect and hand-select each and every piece of wood from the source to ensure each piece is perfect before they start building. Each product is designed, built, inspected, then packaged and shipped to your door. Products that are made from natural hardwoods may have variation. Differences in grain character and color among wood, stone, and minerals are naturally occurring variations and are not within our control. Exposure to extreme temperature changes or direct sunlight may cause surface damage.
Damage caused during moving, or installation is not a defect and will not be considered as such. This warranty does not cover installation or any other labor charges associated with the repair, removal, reinstallation or consequential damages. The warranty does not cover product failure caused by abusive treatment, surface scratches, misuse, neglect or damage due to handling or faulty installations.
emark believes in quality, but every now and then we accidentally let a less than perfect product squeeze through our extensive quality control process. If you end up with one of those products, simply contact us and we will send you a replacement at our expense. Slight damage from normal wear and tear is to be expected of wooden products and is not covered under warranty.
If you find yourself unhappy with the quality of your product, simply contact us at firstname.lastname@example.org for a return merchandise authorization (RMA) and further instructions. All submissions must be accompanied by proof of purchase.
We charge a 25% flat restocking fee on new and unused items. The product must be in original packaging, unopened, and returned in good condition. Please note that it will be the responsibility of the buyer to pay for the return shipping.
New products still in original packaging
Products with defects
Damaged products during shipping
Incorrectly shipped items
Engraved products or engraving services
Products with no verifiable proof of purchase
If your item(s) have been damaged during shipping, are defective or there are missing or incorrect items, you must notify us immediately within 5 days of receipt so that we may send a replacement. If we are not notified within 5 days, we reserve the right to refuse any damage or missing item claims after this period, as it becomes much harder for us to process shipping claims with the delay.
Please email us at email@example.com with your order number and a description of the issue. If your items are damaged, please include photos to assist us. We will then issue a return merchandise authorization (RMA) number and return shipping label. Upon receiving the return, we will send out a replacement product for you.
We are unable to process replacements without an RMA first.
Review our return policy above to ensure your order qualifies.
Email us at firstname.lastname@example.org to request a return merchandise authorization (RMA) number.
Re-package your order in its original packaging and in the shipping container, and include a copy of your receipt along with your RMA number. The RMA number must be clearly legible.
Ship the package back to the specific address provided by our support staff. A return label will provided to you.
Once we have received the return, we will notify you via email and begin processing the return. It should take 3 to 5 business days to process and refunds will be put back onto the original payment method.
Please note that emark will not be responsible for return shipping costs or lost shipments, so we highly advise you to use a shipping carrier with tracking and/or delivery insurance, especially with higher value items.
As a retailer, shipping is a major cost of doing business. After all, we’re sending big hunks of wood in the mail! We take time to pack our boxes extra well to avoid damages.
On average, it can cost us 40% to ship a product to you safely. For this reason, we are forced to charge a restocking fee to cover the cost of shipping on any unopened or unused products. We don’t like this any more than you, but our restocking fees are already subsidized below the actual cost so that we can help share in the cost of returns.