Frequently Asked Questions
What are your hours of operation?
Emerald Customer Support is available Monday through Friday from 8:00 am EST to 5:00 pm EST. We can be reached via phone at (1)-516-496-0000 or by clicking here and entering a support case. Please send weekend inquiries via the Contact Us page.
How do I track my order?
An email containing your tracking information will be sent a soon as your order ships.
When will my order arrive?
Orders typically arrive in 3-5 business days. Due to an increase in online orders in light of COVID-19, orders may take longer to arrive. Please reference your tracking number for daily updates. An email with your tracking information will be sent a soon as your order ships.
Where is my order shipping from?
Emerald distributes nationwide and ships from multiple locations throughout the U.S. Primarily we ship web store orders out of our New York location, please see the below transit map for a better idea of when your order will arrive. Your order will ship from the closest location that contains the product(s) you purchased. At times, orders may ship from multiple locations and therefore may arrive separately.
How do I cancel my order?
Please contact our Customer Support Center via our Contact Us page or by phone at (1)-516-496-0000 as soon as possible to process an order cancellation. We will make every effort possible to cancel your order in a timely fashion. If your order has already shipped, cancelling your order may not be possible. Please see our Return Policy for more information.
I want to order bulk product for my business. What should I do?
We specialize in providing businesses, large and small, with a portfolio of Emerald products that are better for the planet and for people! Please Contact Us and a representative will get back to you as soon as possible with more information.
I am tax exempt. What should I do?
Please Contact Us and a representative will get back to you as soon as possible with more information on how to process a tax-exempt order. Kindly have your tax exemption form handy!
Have additional questions?
Contact Us or reach out to Customer Support Team at (1)-516-496-0000 for more information.