Shipping policy
Shipping Policy
Bluff & Ember Co. uses multiple fulfillment methods depending on the product you purchase. Orders may be fulfilled directly by Bluff & Ember, by a custom production partner, or by a selected supplier or fulfillment partner.
Our goal is to make shipping as clear and straightforward as possible while allowing us to offer a broader selection of products without unnecessarily holding every item in inventory.
Order Processing
Processing time and shipping transit time are different.
Processing time is the time needed to prepare, produce, approve, package, or otherwise make an order ready for shipment.
Shipping or transit time begins after the order has been handed to the applicable carrier.
Processing times vary by product and fulfillment method. When an estimated processing or delivery timeframe is provided for a product or at checkout, that estimate applies to that order unless we notify you of a change.
If there is a material delay or change affecting your order, we will make reasonable efforts to notify you using the contact information provided with your order.
Retail and Supplier-Direct Products
Some products sold by Bluff & Ember are fulfilled and shipped directly by selected suppliers or fulfillment partners.
These products may ship from a location other than Bluff & Ember’s location.
Supplier-direct products may have different processing times, carriers, shipping origins, packaging, and return locations.
When an order contains products fulfilled by different suppliers or fulfillment methods, the products may arrive in separate shipments and at different times.
When available, tracking information will be provided for each applicable shipment.
Custom and Made-to-Order Products
Custom, personalized, made-to-order, and special-order products may require additional processing time before shipment.
Production may depend on receiving required information such as artwork, logos, wording, sizes, quantities, product selections, or proof approval.
When proof approval is required, production does not begin until the required approval has been received.
Shipping upgrades or expedited carrier services, when available, apply to shipping transit after fulfillment and do not automatically shorten artwork, proofing, production, or processing time unless Bluff & Ember specifically confirms otherwise.
Shipping Rates
Available shipping options and applicable shipping charges are shown at checkout.
Shipping rates may vary based on the products ordered, order value, destination, fulfillment partner, carrier, or shipping method.
A shipping option labeled Standard, Express, or similar describes the available shipping service. It does not guarantee faster custom production or supplier processing unless expressly stated.
Promotional or free-shipping offers may apply only to eligible orders and may change from time to time.
Delivery Estimates
Any processing, shipping, transit, or delivery timeframe displayed on a product page, at checkout, in an order confirmation, or otherwise communicated by Bluff & Ember is an estimate unless it is expressly identified as a guaranteed delivery service.
Carrier delays, severe weather, holidays, high-volume periods, supplier delays, production delays, address issues, and other circumstances outside our reasonable control can affect delivery.
When Shopify or a carrier provides an estimated delivery date or delivery window, that estimate is based on the information available for the applicable order and shipment.
Tracking
Tracking information will be provided when available.
Tracking may be sent by Bluff & Ember, Shopify, a carrier, or an applicable fulfillment partner.
For orders containing multiple shipments, you may receive more than one tracking number.
Please allow reasonable time for a newly issued tracking number to begin showing carrier movement.
Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please review your shipping information carefully before submitting your order.
If you discover an address error, contact us as soon as possible at chris@bluffandember.com.
We will make reasonable efforts to help when possible, but we cannot guarantee that an address can be changed after an order has entered processing, production, supplier fulfillment, or carrier transit.
Additional costs caused by an incorrect or incomplete customer-provided address, refused delivery, or an unsuccessful delivery attempt may be the customer’s responsibility to the extent permitted by applicable law.
Damaged, Incorrect, or Missing Items
Please inspect your order when it arrives.
If an item arrives damaged, defective, materially different from the approved order, or you receive the wrong item, contact us promptly at chris@bluffandember.com.
Please include:
- Your name
- Order number
- A description of the issue
- Clear photos of the product
- Photos of the packaging and shipping label when relevant
Do not discard damaged products or packaging until we have reviewed the issue if a carrier or supplier claim may be required.
We will review the issue and coordinate the appropriate resolution with the applicable carrier, supplier, production partner, or fulfillment partner when necessary.
Lost or Delayed Shipments
If tracking shows unusual delay, no movement, or delivery that you cannot locate, contact us at chris@bluffandember.com.
We will review the available tracking information and, when appropriate, work with the carrier, supplier, or fulfillment partner to investigate.
A carrier scan showing delivery does not prevent us from reviewing a reported delivery problem, but the available resolution may depend on the facts of the shipment, carrier investigation, supplier policy, and applicable law.
Returns
Do not send a return to the address shown on a package without first contacting us.
Because Bluff & Ember uses multiple fulfillment partners, the correct return address may be different from the original shipping address or the address shown on the package.
Approved returns must follow the instructions provided for that specific order.
Please review our Refund Policy for return eligibility, custom-product restrictions, return procedures, and refund information.
International Shipping
Bluff & Ember currently sells and ships only to destinations made available through our active Shopify markets and checkout.
If international shipping becomes available, applicable shipping charges, taxes, duties, customs charges, import fees, or other charges will be disclosed or handled as required for the applicable destination and order.
We will not intentionally represent a product as available for delivery to a location that our checkout does not support.
Contact
Questions about shipping, fulfillment, tracking, or an existing order can be sent to:
Bluff & Ember Co.
Email: chris@bluffandember.com
Please include your order number when contacting us about an existing order.