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Frequently Asked Questions


What are your hours of operation?

Emerald staff is available Monday through Friday from 8:00 am EST to 6:00 pm EST. We can be reached via phone at (1)-516-496-0000 or at emeraldbrand@paradigm-grp.com. Please send weekend inquiries via the Contact Us page, or to emeraldbrand@paradigm-grp.com and a representative will respond as soon as possible.

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.  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 Customer Service 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, a cancelling may not be possible and we will have to process a return. Please see our Return Policy for more information.

Can I pick up my order from one of your warehouses?

If you are located near one of our U.S. distribution locations, we are happy to accommodate a pickup. Please Contact Us to learn more.

If a product is out of stock, when will I receive it?

You can still order products that are listed as “out of stock” and we will process your order as soon as the inventory arrives. If your order is out of stock and you would like to know when it will arrive, please contact our Customer Service team at (1)-516-496-0000 and a representative will provide you the information you need.

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 Service at (1)-516-496-0000 or at emeraldbrand@paradigm-grp.com for more information.