Frequently Asked Questions
What is "emmo" supposed to mean anyway?
Do you have a physical retail store?
What forms of payment do you accept?
How secure are credit card transactions?
Can I check the status of my order?
Can items be special ordered?
Do you provide gift wrapping?
What is your return policy?
When will my order ship?
Will you ship internationally or to a P.O. Box?
What items qualify for free shipping?
What is your cancellation policy?
Do I have to pay sales tax?
What is your privacy policy?
I have a question that is not covered in this FAQ, how can I get help?
What is “emmo” supposed to mean anyway?
Our ingenious but anonymous professional name-maker had created “emmo” as a spin on M.O., - Modus Operandi, or simply a person’s mode of operation. We feel everyone has their own unique M.O. when it comes to the way they’d like to accessorize their environment. We hope to help fulfill your desire to personalize and accessorize your home through our products.
Do you have a physical retail store?
We've found a home at South Coast Plaza in Costa Mesa, CA. Come visit the store and check out our products in person!
What forms of payment do you accept?
We currently accept Visa, MasterCard, American Express, Discover, PayPal, and Google Checkout.
How secure are credit card transactions?
Our site is secured by GeoTrust’s QuickSSL utilizing 256-bit SSL certificates thereby offering the highest level of encryption or security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure.
Can I check the status of my order?
Yes, there is an order status link on our navigation bar.
Can items be special ordered?
If there are any products which are not listed on our website that you would like, please email us at sales@emmohome.com and indicate which product it is that you’d like by manufacturer, model, and part # (if available). Please also provide your contact information. We will contact you for payment information either by email or phone. Special order lead times vary by manufacturer.
Do you provide gift wrapping?
Yes and of course it’s free of charge. Please indicate which items you would like gift wrapped, if any, in the ordering instructions box in the checkout page. Our professional gift wrappers are anxiously waiting to get to work. (Hi Mom!)
What is your return policy?
You have 45 days from date of delivery to return your item for store credit. If you return the product within 15 days of delivery, you will receive a full refund.
To return an item:
- Email us at returns@emmohome.com specifying that you would like to return the item and stating the reason for return. Please specify if a product is defective or damaged in order to receive a prepaid return shipping label.
- If your item is eligible for return, we will reply with a return merchandise authorization (RMA) # to your email address on file with return instructions.
- Write your RMA # on the invoice you received with the item and on the return package and ship to our address located on the Contact Us page.
- You may also call us toll-free at: 888.375.5373 or direct at: 714.438.3952 to speak with a representative who can help process your refund.
Returned items will be inspected before a refund or exchange is issued. All returns must be in the original and unused condition with the original packaging. If the product packaging is found to be damaged, then there may be a restocking fee. If the postmark date is not within the specified days to return, then we will not accept the return.
It is your responsibility to cover all shipping costs related to the return. If the item has a defect, we will gladly exchange it for a replacement and will send you a prepaid shipping label to send us the defective product. You must specify the item is defective or damaged in order to receive a prepaid shipping label.
We are not responsible for any loss or damage that may occur during shipping. It is advisable to have the return items packed in a protective manner and to have it insured for the full amount.
Special order items and products by Kartell are not eligible for return unless deemed defective or damaged during transit. If items are damaged or defective, please retain all packing materials including original product packaging, and in the return request please describe in detail the damage or defect. We must be notified of the damage or defect within 24 hours of delivery for the items to be eligible for return.
Any store credit given as a result of a return will expire 12 months from the issued date.
When will my order ship? *updated*
Our goal is to process and ship your order as soon as possible. Sometimes it may take longer if shipped directly from the manufacturer, however, we carry most items in stock. Approximate lead times are listed at the bottom of each product's page. If you select overnight shipping for your order and we have the items in stock, we will ship the same day if the order is placed before 3pm PST. Orders selected for overnight shipping that are placed after 3pm PST will ship the following business day. Friday orders will ship on the following Monday unless a special request to ship on Saturday is made, which will incur an additional charge. Saturday and Sunday orders will also ship on the following Monday (excluding holidays).
A tracking number will be emailed to you when your order ships. This tracking number will allow you to check the delivery status of your order. You can also check the status of your order on the order status page.
Will you ship internationally or to a P.O. Box? *new*
We now ship internationally! For shipments within the United States and Canada, our main carrier is FedEx; however, in some cases we may ship using a different carrier but with the same delivery timeframe. Canadian customers must pay all related duties and taxes. We do not ship to P.O. boxes.
For shipments outside the US and Canada, we have partnered with Bongo International to offer our international visitors the ability to make purchases from our website. For information about international shipments, click here.
What items qualify for free shipping?
Most items in our store qualify for free shipping within the United States as long as the order total exceeds $100. Items that do not qualify include sale or discontinued items, special orders, or oversized and bulky items. Oversized items may incur additional shipping charge to Hawaii and Alaska. To receive free shipping, enter coupon code "ohship" in the Coupon Code field at checkout and click "Recalculate". Orders receiving free shipping may be shipped via USPS. If you return an item (for other reasons than defect) which brings your total order below $100, we will reduce your refund/credit by the amount of the shipping cost.
What is your cancellation policy?
If products are in stock, we begin processing your order right away. We cannot guarantee your order can be canceled. You may request to cancel your order by sending us an email at orders@emmohome.com. We will email you a response within 24 hours, notifying you whether or not your order is able to be canceled.
Do I have to pay sales tax?
Sales tax will be automatically calculated for California residents. If you’re purchasing from outside of the state of California, it is your responsibility to comply with your state’s tax laws regarding purchases made over the internet. Purchases of gift certificates will not be charged any sales tax, however, when gift certificates are redeemed, normal sales tax rules will apply.
What is your privacy policy?
Please visit our Privacy Policy page for details.
I have a question that is not covered in this FAQ, how can I get help?
Please contact us anytime by phone or email and we’ll try our best to respond as soon as physically and mentally possible. We are a new company and will be going through some growing pains, and the more questions or comments our customer’s have for us, the better we will be able to serve you in the future. So - please, please, please, drop us a line or send us an email.
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