We are fortunate that our warehouse operations is currently open. Our warehouse is taking increased health and safety precautions, including wearing masks and gloves and taking regular breaks for hand washing. We’re also following social distancing recommendations by working with a limited crew, and employees who can work from home are doing so.
Please note we do not ship on Saturdays, Sundays or holidays. Orders placed on Friday after 3pm PST, Saturday or Sunday will be processed by our warehouse the following business day.
Once we ship your order you may experience slight shipping delays with our shipping carriers (USPS, UPS, or Fedex) due to COVID-19 and the influx of shipments these carriers are receiving. This includes expedited shipping.
**DUE TO COVID-19 SHIPPING TIMES MAY BE DELAYED**
Standard Shipping – Orders placed before 1pm PST Monday-Friday will ship same day, orders placed after 1pm PST will ship the next business day. Shipments do not go out on weekends or holidays. Domestic shipments generally take 4-7 days via US MAIL, UPS or FedEx. International shipments take 1-3 weeks via US AIR MAIL or FedEx.
Rush Shipping - Domestic orders placed before 12pm PST Monday-Friday will ship same day via USPS, UPS, or FedEx. Orders placed after 12pm PST will ship the next business day. Packages generally arrive within 2-3 days. We do not currently offer Rush Shipping to international addresses.
Due to nationwide delays on all shipping options, we cannot at this time guarantee exact shipping times for Rush Shipping. Rush Shipping is up to the customer's own discretion and we do not refund for Rush Shipping if it does not arrive during the 2-3 day window of time. We appreciate your patience and understanding during this unprecedented time.
All orders of $150 and over qualify for FREE SHIPPING when shipped to a destination within the United States (excludes Rush shipping, which may be added for an additional fee).
To determine your particular shipping rate, you MUST:
• Have the product(s) you wish to purchase added to your shopping cart by checking the associated check-box
• Enter your complete SHIPPING INFORMATION
• Choose your SHIPPING OPTION
We cannot determine your shipping rate without all of these. (We do not collect this data, strictly for shipping purposes).
We currently accept:
• Credit Card
• Apple Pay
If your order is placed after 3pm EST / 12pm PST the day before the holiday OR on one of the holiday dates listed below, it will be processed according to our normal shipping policies on the next regular business day.
We will be CLOSED the following holidays (NO SHIPMENTS WILL GO OUT):
NEW YEARS DAY
We ship all orders in plain brown or white cardboard boxes, or FedEx opaque sleeves and the return address appears as Empire Labs, Inc.. Purchaser name is included on address.
Rush shipping is not available to APO/FPO addresses. These addresses are treated as US domestic addresses but may still take over a week to reach its destination. Example:
Returns, Refunds & Exchanges
If you are not entirely satisfied with your purchase, we're here to help!
We accept returns on any unopened/unused items purchased directly from our website within 30 days of the purchase date. Your item must be in its original packaging and in the same condition that you received it. We do not accept returns of items purchased through other vendors, including Third Party Market places like Amazon, Ebay, Jet, etc. Refunds will be processed upon package arrival on the original payment method used; you will receive an email confirmation with any details about your request. Funds may take up to 5-7 business days to reflect on the corresponding account. Unfortunately, all shipping charges are nonrefundable and return shipping fees are not covered. Make sure to notify our staff of an intended return first by emailing firstname.lastname@example.org.
To return an item send it, along with, the order name and order number in the package to:
PO Box 14747
Portland OR 97293
If you're unhappy with your already opened product, we're here to help with that, too!
Our goal is 100% satisfied customers, so let us know if you're unhappy with your purchase for any reason. Please send us an email explaining what happened and why you were disappointed to email@example.com
We'll do our best to make it right. Unfortunately, we cannot guarantee a perfect finished cast every time but offer helpful tips and tutorials on our site's How-To page, as well as sell refill molding powder & silicone here.
It is the customer’s responsibility to enter promotional codes at check out for advertised discounts, we do not offer reimbursements for orders that have been placed without promo codes being applied.
We take all customer feedback very seriously, and we're continually on the lookout for ways to improve our products wherever possible, so don't hesitate to let us know.
The posted shipping time-frame is contingent upon credit card approval and may be delayed should we experience difficulties getting authorization. (PayPal is often a source of these delays.)
There may be occasional delays beyond the posted order processing time. If your order is delayed beyond the posted shipping timeframe, you may check the provided tracking number or contact Customer Service for details. We are not responsible for lost or stolen packages. Please contact your local postal service to pursue further action.
All shipping prices are quoted in U.S. dollars.
C.O.D. orders are NOT accepted.
More questions? CONTACT US. Customer service hours are 8-4 M-F PST. Response time within one business day.