Current as of June 13 2025
Where we live: 5335 El Torro St, Dallas TX 75236, USA
Who to talk to: [email protected] | (218) 427-4860
Phone hours: Mon – Fri 9 AM – 6 : 30 PM EST (UTC-5)
1 | Quick-Glance Matrix
| Topic | Policy |
|---|---|
| Free cancel/change window | 0–24 h after purchase, before 5 PM EST cut-off |
| Return window | 180 days from carrier “Delivered” scan |
| Return postage | $0.00 if the item is defective, damaged, wrong size/colour (first swap). All other returns ship at customer cost. |
| Refund speed | 2 business days after we inspect your parcel; bank may need 10-15 days to post funds |
| Ineligible items | Worn, washed, altered, no tags, or minor fixable flaws not caused by us |
2 | Order Exchanges
- Check twice, click once. We can’t edit size, graphic, or quantity errors after the 24-hour grace window.
- Need a swap? Email within 24 h and cancel the original—then place a fresh order.
- First size/colour exchange within the 180-day window ships back on our dime; extras are at your cost.
3 | Cancellations
| When you cancel | Cost | How to do it |
|---|---|---|
| Within 24 h & before 5 PM EST | $0 | Email [email protected] with “Cancel Order #____” |
| After 24 h or after 5 PM EST | Not possible | Wait for delivery, then return it |
4 | Return & Refund Eligibility
We approve refunds if at least one of these is true:
- Item arrived damaged or broken
- Product differs in design, size, or material from what you ordered
- You received the wrong item
- There’s a material deviation from the product description
We refuse or reduce refunds if:
- Item was worn/washed/altered
- Tags or packaging are missing
- Issue is minor (loose thread, lint) and fixable
- Damage wasn’t our fault
5 | Starting a Claim—Your Checklist
Email [email protected] (Subject: Refund Claim) with:
- Order number & item name/SKU
- Clear photo evidence of the problem
- Proof of purchase (your confirmation email works)
- Any tracking or label info if it’s a transit issue
- Screenshots of prior correspondence, if any
We reply within 2-3 business days confirming eligibility and next steps. Do not ship anything back until you receive our RMA and return address.
6 | Return Journey
- Pack it in original bag/box with tags intact.
- Attach our prepaid label (if eligible) or your own postage.
- Send & share tracking—email us the number so we can watch for it.
We aren’t liable for parcels lost or damaged on their way back to us, so insure or track accordingly.
7 | Refund Timeline
| Stage | Typical Duration |
|---|---|
| Parcel arrives Dallas hub | Day 0 |
| QC inspection & approval | Day 0-1 |
| Refund released to card / PayPal | Day 1-2 |
| Bank posts funds | Day 2-15 |
If 15 days pass without a credit, call your bank first. Still stuck? Ping us for the refund reference ID.
8 | Important Notes
- 180-day clock starts on the delivery date scan.
- Return postage the customer pays is non-refundable unless we made the error.
- For lost or ineligible returns, customers handle carrier claims directly.
- Abuse of the policy (serial returning, swap fraud) may result in account suspension.
9 | Need a Human?
We answer every ticket by the next business day—often sooner.
Phone: (218) 427-4860
Email: [email protected]
Live Chat / Contact Form: on the website footer
Emusion backs every driver, nurse, and teacher tee or mug with a promise: if we mess up, we’ll make it right—fast.