eMotimo Shipping Policy
Splitting Shipments eMotimo does not split shipments unless the customer requests it and is willing to pay for the additional shipping costs. If a customer orders a product listed as "backorder" the shipment will be held until that product is back in stock and the entire order can be shipped in full. Address mistakes and restocking fees We ship to the address provided by the customer on the order. We do not alter or change this address unless we have written consent to do so. If a package is shipped to the wrong address, the customer is responsible for that shipping cost as well as any new shipping costs associated with the order. If the package is refused and returned to eMotimo we will do our best to contact the customer and make new arrangements. If no contact is made, the customer will receive a refund less round-trip shipping and a restocking fee of 20%. Shipping Delays eMotimo does not guarantee a delivery date for any shipment. eMotimo does its best to set expectations on shipping times but relies on shipping carriers to fulfill the service agreement. eMotimo will not refund shipping due to missed delivery dates by the shipper. eMotimo will not refund shipping due to delays in customs. Shipping Lost Packages If you suspect your package is lost, please reach out to us at help@emotimo.com and we will work with the carrier to open an investigation. We will only open investigations with the carrier in the following cases: a) UPS Ground - missing 2 business days after scheduled delivery b) UPS Domestic Express - missing 1 business day after scheduled delivery c) USPS Priority Mail Domestic - missing 5 business days after scheduled delivery d) USPS Express Mail International - missing 8 business days after shipment e) DHL Express International - missing 7 business days after shipment f) USPS Priority Mail International - missing 30 Business Days after shipment Shipping Damaged Packages Claims against damaged shipments: Damage claims must be filed within 2 business days of the delivery date to the original shipping address. To file an insurance claim for damage during transport, immediately: a) Tell the carrier to make note of any damage to the exterior of the packaging. b) Take pictures of the damage prior to opening the package. c) Once opened, take pictures of damages to the product. d) Contact eMotimo at help@eMotimo.com with your invoice number and provide photos and detailed descriptions of all damages to the product. Shipping - Freight Forwarders and Third Party Transport eMotimo is not liable for any damage / breakage to the product by freight forwarders or any other third party transport. We discourage the use of these services for any transaction. Shipping/product calculation errors If our systems fails to calculate shipping correctly, or if a products price is listed incorrectly on our site, we reserve the right to either cancel the order, or work with the customer to update the order. Taxes and Resale eMotimo is a California based business and is required to collect sales tax for any items shipped to, or delivered within, California.   Currently we are only selling direct and do not accept resale certificates to avoid paying this tax. International Sales For any international transaction, duties and tariffs are the customer's responsibility.   We have tried to create the highest value product possible to help pass along the savings to our customers.   We will declare the full value of the purchased products without exception.  For International warranty claims, the customer will be responsible for round trip shipping costs. Before you return something, please contact eMotimo directly at returns@emotimo.com. International Order Verification eMotimo requires additional verification on international orders over $500. For these orders we require a copy of the front of the credit card used on the order, showing the last 4 digits, as well as a photo of the ID/passport that matches the card. Verification can be sent to sales@emotimo.com.