Help

Returns

  • How long does it take to receive a refund for a returned item?

    Please allow 10-14 business days to process your return by mail upon receipt of returned product. Please allow up to two billing cycles for a refund to appear on your credit card statement.

    Your refund will be processed based on how you placed your original order.

    * Credit Card: We'll credit your account (credit shown on following statement).
    * Online Credit: Funds will be added to the customer's Account Balance.

    Original outbound shipping is not a part of the refund. Subtotal and tax will be refunded to your method of payment.

  • I got a defective item, what do I do now?

    If your order is defective in any way, please call the Emerica Online Customer Service at one of the phone numbers below.

    Emerica.com offers FREE RETURN SHIPPING on all orders!

    Local#: (949) 900-2772
    Toll free#: (877) 838-6437
    Monday to Friday, 9am - 5pm PDT

    It is important that you contact us before returning the defective item, so that we may give you detailed instructions and assist you with the return shipping fees.

    If you do not contact us before shipping a return package, there may be a delay in your refund/exchange and you will be responsible for all return shipping charges.

    After you have called us and we have emailed you a Return Form, please follow the steps below to complete your Return:

    1. Print out the Return Form email attachment.
    2. Review the Return Form and verify that the items listed in the RMA section match the items being returned (if not, please call us back!).
    3. Place the items in a box (in the original package if possible).
    4. Place the completed Return Form in the box (note: if you place the returned items in multiple boxes, please include the Return Form in each box).
    5. Pack and seal the box securely.
    6. Ship the package to the following address using the Prepaid Return Shipping option below.
    Attn: STI Ecommerce Returns
    17300 Slover Ave
    Fontana, CA 92337

    Prepaid Return Shipping:

    • Affix the pre-addressed, prepaid shipping label that was included in your original order.
    • Drop off your package at the nearest FedEx Office location.
    • No postage is required.
    • Please do NOT attempt to reproduce the prepaid return label in any way to ensure proper credit processing.

    Once we have received your package, please allow up to 10-14 business days for processing.

  • I got the wrong item, color or size, now what?

    If we shipped you the wrong item, please contact Emerica Online Customer Service immediately.

    Emerica.com offers FREE RETURN SHIPPING on all orders!

    Local#: (949) 900-2772
    Toll free#: (877) 838-6437
    Monday to Friday, 9am - 5pm PDT

    It is important that you contact us before returning the wrong item, so that we may give you detailed instructions and assist you with the return shipping fees.

    If you do not contact us before shipping a return package, there may be a delay in your refund/exchange and you will be responsible for all return shipping charges.

    Please have your order number available & be prepared with a detailed description of the differences between the item(s) you ordered and the item(s) you received.

    After you have called us and we have emailed you a Return Form, please follow the steps below to complete your Return:

    1. Print out the Return Form email attachment.
    2. Review the Return Form and verify that the items listed in the RMA section match the items being returned (if not, please call us back!).
    3. Place the items in a box (in the original package if possible).
    4. Place the completed Return Form in the box (note: if you place the returned items in multiple boxes, please include the Return Form in each box).
    5. Pack and seal the box securely.
    6. Ship the package to the following address using the Prepaid Return Shipping option below.

    Attn: STI Ecommerce Returns
    17300 Slover Ave
    Fontana, CA 92337

    Prepaid Return Shipping:

    • Affix the pre-addressed, prepaid shipping label that was included in your original order.
    • Drop off your package at the nearest FedEx Office location.
    • No postage is required.
    • Please do NOT attempt to reproduce the prepaid return label in any way to ensure proper credit processing.

    Once we have received your package, please allow up to 10-14 business days for processing.

  • How do I return an item by mail?

    Emerica.com offers FREE RETURN SHIPPING on all orders!

    In order to return an item, please call the Emerica Online Customer Service at one of the phone numbers below.

    Every online order comes with FedEx prepaid shipping label that covers the return cost of shipping. Please let customer service know if you don't have one and we will email over a new one right away.If you do not contact us before shipping a return package, you will be responsible for the shipping charges and there will be a delay in your refund or web store credit.

    All returns must be returned within 30 days of purchase. Items must include all original tags or original shoe box, be unworn/unwashed, be free of smoke smell, pet hair, etc. We recommend trying shoes on in a carpeted area, returns cannot be accepted if shoes are scuffed or marked.

    Local#: (949) 900-2772
    Toll free#: (877) 838-6437
    Monday to Friday, 9am - 5pm PDT

    After you have called us and we have emailed you a Return Form, please follow the steps below to complete your Free Return:

    1. Print out the Return Form email attachment that you received.
    2. Review the Return Form and verify that the items listed in the RMA section match the items being returned (if not, please call us back!).
    3. Place the items in a box (in the original package if possible).
    4. Place the completed Return Form in the box (note: if you place the returned items in multiple boxes, please include the Return Form in each box).
    5. Pack and seal the box securely.
    6. Ship the package to the following address with the instructions below.

    Attn: STI Ecommerce Returns
    17300 Slover Ave
    Fontana, CA 92337

    FREE RETURN SHIPPING ON ALL ORDERS

    • Affix the pre-addressed, prepaid shipping label that was included in your original order.
    • Drop off your package at the nearest FedEx Office location.
    • No postage is required, it's absolutely free.
    • Please do NOT attempt to reproduce the prepaid return label in any way to ensure proper credit processing.

    Once we have received your package, please allow up to 10-14 business days for processing.

    When your shipment is received and processed at our RMA facility, you will receive an email that a credit has been issued.

  • How do I exchange an item?

    Unfortunately, we do not offer exchanges. We offer only refunds or store credit for Emerica's online store. Please contact Customer Service and we will help you get your return process going.

    Follow the instructions for returning your item by mail.

    Once your original merchandise has been returned, you will have the option to receive store credit or you will be credited to the original form of payment used for the order.

    We offer a 30 day return policy from point of purchase. If you do not contact us before shipping a return package, there may be a delay in your refund/web store credit. Orders sent back with no RMA form inside will be automatically shipped back to the customer.

    Local#: (949) 900-2772
    Toll free#: (877) 838-6437
    Monday to Friday, 9am - 5pm PDT

    Or please email us at onlinestore@emerica.com and we will get right back to you.

  • Can I return my Emerica order to local outlets or other stores?

    Unfortunately, at this time, we do not offer any returns or exchanges at our factory outlet stores or any other store. However, we offer FREE RETURN SHIPPING on all orders. All returns and purchases must be made with emerica.com.

    Please call us and we can help!

    Local#: (949) 900-2772
    Toll free#: (877) 838-6437
    Monday to Friday, 9am - 5pm PDT

  • Where is the nearest FedEx Drop Off Location for Returns & Exchanges?

    In order to process your return or exchange quickly, please find your nearest FedEx Drop off Locations here.