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Shipping & Returns

Return Policy - Food Items

At The Emerald Pantry, we strive to offer our customers the finest quality products. Due to the nature of our gourmet food items, returns cannot be accepted as we prioritize the safety and integrity of our goods. We are committed to upholding the highest standards of hygiene and cannot ascertain the condition of products once they have left our premises.

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However, if you find yourself less than completely satisfied with your purchase, we are pleased to offer alternatives. Store credit will be graciously extended, allowing you to explore our exquisite range of offerings anew. Alternatively, should you prefer, reward points can be arranged for your future indulgences.

Return Policy - Non-Food Items

At The Emerald Pantry, we stand behind the quality and craftsmanship of our non-food items. If you are not completely satisfied with your purchase, we offer a hassle-free return policy to ensure your satisfaction.

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  • 14-Day Return Window: You may return non-food items within 14 days of delivery for a full refund. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when you received it.

  • Store Credit for Returns Within 15-30 Days: For returns initiated between 15 and 30 days after delivery, store credit will be issued instead of a refund. The item must still meet the eligibility criteria outlined above.

  • Easy Return Process: To initiate a return, simply contact our customer service team to request a return authorization (RA) number. Once you have received your RA number, carefully package the item and include the RA number on the outside of the package. Return shipping costs are the responsibility of the customer, except in cases where the return is due to a manufacturer defect or error on our part.

  • Refund or Store Credit: Upon receipt and inspection of the returned item, we will issue a refund to your original payment method or provide store credit, depending on the return time frame. Please allow 5-7 business days for the refund or store credit to be processed.

  • Exclusions: Certain items may not be eligible for return, including perishable goods, personalized or customized items, and items marked as final sale. Additionally, we reserve the right to refuse returns that do not meet our return policy criteria. Please make sure to read the return policy before final checkout.

  • Customer Satisfaction Guarantee: Your satisfaction is our top priority, and we strive to make every shopping experience with us a positive one. If you have any questions or concerns about your purchase, please don't hesitate to reach out to our customer service team for assistance.

Delivery Policy

At The Emerald Pantry, we strive to make receiving your organic, clean foods as convenient and seamless as possible. To ensure you have a clear understanding of our delivery process, please review our delivery policy below.

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1. General Delivery Information

We offer delivery within a 30-mile radius of our central location in Rancho Cucamonga/Fontana, CA. All orders are processed promptly, and you will receive a confirmation email once your order is on its way.

Delivery Hours:

  • Standard Delivery Time Frame: 9:00 AM to 11:00 AM, 1:00 PM to 3:00 PM, 4:00 PM to 6:00 PM, 6:00 to 8:30 PM (in some locations)

    • Orders placed before 1:00 PM will be delivered the same day (depending on availability).

    • Orders placed after 1:00 PM will be delivered the next business day unless you select Expedited Delivery (additional fees apply).

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2. The Emerald "Lucky Delivery" Time Slot

Feeling lucky? Opt into our exclusive Lucky Delivery window!

  • Lucky Delivery Window: 9:00 AM – 6:00 PM

    • If you’re flexible with your delivery time and don’t mind receiving your order at any point within this window, this option is for you.

    • By selecting this option, you will receive a Lotto Discount Card with a surprise coupon for 5% to 50% off one item in your next order. The discount is randomized and will be revealed via email once your delivery is complete.

This is our way of thanking you for being flexible, and who knows—luck could be on your side!

 

3. Expedited Delivery

For those who need their groceries delivered at a more specific time, we offer an Expedited Delivery Option at an additional cost. You can select a 1-hour delivery window outside of our standard delivery hours. Fees for this service will vary based on location and urgency.

 

4. Delivery Fees

  • Local Delivery (within 5 miles): $10 flat rate

  • Extended Delivery (6 to 10 miles): $20 flat rate

  • Outside Range (11 to 30 miles): $30 flat rate

  • Expedited Delivery: Calculated based on the selected time window and location.

  • Orders over $100 qualify for free delivery.

 

5. Delivery Changes & Cancellations

We understand that plans change. If you need to modify or cancel your delivery, please contact us at least 1 hour before your scheduled delivery time. Any cancellations or changes made after this period may incur a small fee.

We appreciate your business and are excited to bring the best in organic, clean pantry staples straight to your door!

For any questions or concerns about your delivery, feel free to reach out to our customer service team at support@emeraldpantry.com

Shipping Policy

We, at The Emerald Pantry, understand that prompt and reliable shipping is paramount to your satisfaction. Our dedicated team endeavors to ensure your orders are dispatched with the utmost care and efficiency.

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Upon confirmation of your order, please allow up to 3 business days for processing. Our meticulous attention to detail guarantees that your selections are meticulously packaged to preserve their freshness and allure.

 

We offer the following shipping options:

  • Standard Shipping: $5 flat rate per order. Enjoy free standard shipping on all orders totaling $150 or more. Standard shipping typically takes 3 to 5 business days for delivery.

  • Posthaste Expedited Shipping: $20 flat rate per order. Experience expedited delivery with our Posthaste service, typically arriving within 1 to 3 business days.

  • Overnight Shipping: Available exclusively through our phone concierge service. Orders must be placed before 1pm Pacific Time for overnight delivery.

For our valued local customers, we offer convenient local delivery options:

  • Local Delivery: $20 per order ($40 for extended delivery areas). Enjoy same-day or next-day delivery, depending on order volume. Local deliveries typically receive priority processing. Orders for local SAME DAY delivery must be submitted before 1pm Pacific time.

  • 1-Hour Local Delivery: Available through our phone concierge service, with additional charges applicable. Experience the unparalleled convenience of receiving your order within 1 hour.

 

Should you have any queries regarding your shipment or require assistance with selecting the most suitable shipping option, our attentive customer service team stands poised to provide personalized assistance.

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- The Best Way to Shop -

with

Concierge Shopping

Hours

Monday - Friday

9:30am to 3pm

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