Frequently Asked Questions

FAQ — Ember Spirit Apparel

📦 Orders & Production

How long does it take to receive my order?
All items are made to order. Production takes 3–7 business days, plus 5–10 business days for shipping. Total estimated delivery is 8–17 business days.

Can I change or cancel my order?
Because every item is made specifically for you, we're unable to accept changes or cancellations once production has begun. Please double-check your size and details before placing your order.

Do you offer rush orders?
We don't currently offer rush production. All orders follow our standard 3–7 business day production window.

📨 Shipping & Tracking

How do I track my order?
You'll receive a shipping confirmation email with a tracking number once your order ships. Visit our Track Your Order page for more details.

Do you ship internationally?
We currently ship within Canada and the United States. International shipping may be available — contact us for details.

My tracking hasn't updated — what do I do?
Tracking can take up to 48 hours to activate after your shipping confirmation email. If it's been longer, contact us with your order number.

🔄 Returns & Exchanges

Do you accept returns?
Because all items are made to order, we do not accept returns for sizing issues. However, if your item arrives damaged or defective, we will replace it at no cost. Please review our full Return & Refund Policy.

What if my item arrives damaged?
Contact us within 7 days of delivery with a photo of the damage and your order number. We'll make it right.

💳 Payment

What payment methods do you accept?
We accept all major credit cards, Shop Pay, Apple Pay, and Google Pay.

Is my payment information secure?
Yes. All transactions are processed through Shopify's secure, encrypted checkout.

👕 Products & Sizing

How do I find my size?
Each product page includes a size guide. We recommend measuring yourself and comparing to the size chart before ordering, as all sales are final on made-to-order items.

Are your products true to size?
Sizing can vary by product style. Always check the size guide on the individual product page for the most accurate fit information.

💬 Still Have Questions?

We're happy to help! Reach out through our Contact page and we'll get back to you within 1–2 business days.