Shipping Policy

Last updated: October 23, 2026

Thank you for shopping with EmberGlow. Every sweater we sell is made to order, so we want to be upfront about how production and shipping work, what to expect along the way, and what to do if something doesn't go as planned. Please read this policy carefully before placing your order.

Processing Time

Because each item is made to order rather than pulled from a warehouse shelf, please allow 2–5 business days for processing before your order ships. Processing time covers production, quality checks, and packing, and it is separate from the transit time listed below. Orders are not processed on weekends or public holidays.

Shipping Cost

We are happy to offer free standard shipping worldwide on every order placed at flamelight.pepperandmoss.us, with no minimum purchase required. There are no hidden shipping fees added at checkout.

Tracking Your Order

Once your order leaves our facility, you will receive a shipping confirmation email containing your tracking number. Please allow 24–48 hours for the tracking information to update in the carrier's system after you receive this email — this delay is normal and does not mean your package hasn't shipped.

Estimated Delivery Times

Delivery estimates below reflect transit time only and begin after your order has been processed and shipped. They are estimates, not guarantees, and may vary depending on your location and local customs processing.

Destination	Estimated Delivery Time
United States	7–12 business days
Canada, United Kingdom & European Union	8–15 business days
Australia & New Zealand	10–18 business days
Rest of the world	12–25 business days

Peak Season Delays

During peak season (November through December), order volumes increase significantly across our production partners and shipping carriers. Please allow for possible delays beyond our standard processing and delivery estimates during this period, and consider placing holiday orders early.

Customs, Duties & Taxes

For orders shipped outside of our country of origin, your shipment may be subject to import duties, taxes, and customs clearance fees. These charges are determined by your local customs office and are the responsibility of the customer. EmberGlow has no control over these fees and cannot predict what they may be, so please check with your local customs authority if you have questions before ordering.

Address Changes

If you need to correct or update your shipping address, please contact us at support@pepperandmoss.us within 12 hours of placing your order. Because production begins quickly, we cannot guarantee that changes requested after this window can be made before your order ships.

Lost or Delayed Packages

If your order has not arrived within the estimated delivery window listed above plus an additional 5 business days, please contact us at support@pepperandmoss.us with your order number so we can investigate with the carrier. Once we confirm a package is lost or excessively delayed, we will reship your order or issue a refund at no additional cost to you.

Incorrect Shipping Addresses

Please double-check your shipping address before completing checkout. EmberGlow is not responsible for orders delivered to an incorrect or incomplete address provided by the customer at checkout. If a package is returned to us as undeliverable due to an address error, we will reach out to arrange reshipment, and additional shipping charges may apply.

P.O. Boxes & Military Addresses

We are able to ship to P.O. boxes and military addresses (APO/FPO/DPO) in most cases; however, delivery to these addresses may take longer than the estimates above due to additional handling by postal services.

Contact Us

If you have any questions about your shipment or this policy, please reach out to our team at support@pepperandmoss.us. We're happy to help.