FREQUENTLY ASKED QUESTIONS

 

RETURNS/EXCHANGES

Can I return a pair of boots I bought online from EMU, to any retailer?

Unfortunately not.

Our retail stockists are not owned by EMU, so we cannot expect retailers to accept exchanges that were originally purchased on our website. Click here to find out more about returns.

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I received my EMU boots but I think they're faulty, what should I do?

If you believe the boots you received are faulty, please contact EMU customer service immediately via email with the following important information:

1. photo of the entire boot

2. photo of the faulty area of the boot

3. your order number

4. a brief summary of the fault

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SHIPPING

What is your shipping policy?

We offer FREE Standard Shipping

West Coast Canada (delivered within 2-3 business days)

East Coast Canada (delivered within 3-7 business days)

We ship Monday to Friday, during normal business hours. We don't ship on weekends and public holidays.

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How do I track my parcels?

Once your order is dispatched, you'll receive an email from the carrier with your tracking number attached. You can use this to follow your item all the way to your door.

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Do you ship to PO boxes?

No, we only ship to residential or business addresses

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Does EMU ship worldwide?

We only ship within Canada for the Candian site.

If you would like to ship to the USA you will need to go to our US website.

 

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Where are my EMU products shipped from and who will ship them?

We use trusted shipping partners including Canada Post, Purolator and FedEx to get your EMU products to you.

Your parcel will be shipped from our warehouse in Delta, British Columbia.

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What happens if I'm not home when my order is delivered?

If there is no one available to accept the parcel, the driver will leave the package at the recipient's door, or other secure location, if the driver believes it's reasonable to do so.

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What happens if my items get lost in transit?

If you don't receive your item within a reasonable time frame, please contact the carrier using your tracking number details either online or by phone. If the carrier cannot locate your item, we will lodge an enquiry on your behalf. Please contact us if you have any queries regarding your delivery.

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What happens if I receive an incorrect item?

Please contact our office immediately via email . Please ensure you include your order number and we'll arrange to have the correct item sent to you as soon as possible.

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CUSTOMER SERVICE

How can I contact customer service?

Please send us an email at onlinesupport_usa@emuaustralia.com

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What are your hours of operation?

Our office, based in west coast USA, operates Monday to Friday, 9am to 5pm.

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EMU PRODUCTS

Where are EMU boots manufactured?

EMU is an Australian owned business. We have a factory in Geelong, Victoria that makes our Platinum Sheepskin products, such as Platinum Stingers, Outbacks and Slippers.

Other fashion styles and kids products are designed in USA, UK and Australia and are made in China using the best quality natural materials.

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Will my EMU boots stretch?

Your EMU sheepskin boots will naturally stretch with wear. Being a natural product, the sheepskin will give a little, so when you make your purchase the boots need to fit snug, but still be comfortable. If you are unsure of your size, check our size guide.

Some of our fashion boots won't stretch as much as our sheepskin boots, so be sure to pick a size that you're ready to wear today. when purchasing from this range.

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What is the warranty on EMU products?

Warranty claims are to be made within 1 year of the order date.

If you believe the boots purchased from emuaustralia.com.au are faulty, please contact EMU customer service via email with the following important information:

1. photo of the entire boot

2. photo of the faulty area of the boot

3. your order number

4. a brief summary of the fault

 

What's covered by the warranty?

- Straps breaking where soles are not excessively worn

- Delaminating of sole layers

- Frayed or loose stitching on uppers

 

What's not covered by the warranty?

- Wear and tear

- Outsoles wearing out

- Deterioration from water abuse

- Stitching or hardware failure due to being caught, hooked or other abnormal wearing incidents

- Cuts, scratches, stains, burns etc

- Shrinkage from over exposure to extreme heat

- Animals chewing or abusing the product

- Excessive stretching

- Fit

EMU Australia does not offer a repair service on any products

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What is the best way to care for my EMU boots?

The less fuss the better, when it comes to sheepskin boots. If they get dirty, let the dirt dry and then brush it off. It's best not to wash your boots or put them in the washing machine.

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ORDERING

How do I know if my order was placed successfully?

After you've ordered your EMU products you'll be emailed a confirmation with your order number.

Make sure you entered the correct email address.

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Can I make changes to an order?

While we pride ourselves on processing orders quickly and efficiently, unfortunately once your order has been confirmed we can no longer cancel or modify the order.

You can however return your purchase. Here's some more information about our returns policy.

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PROMOTIONS

I have a promotional code, how do I apply it?

When you visit your shopping cart, you will have the opportunity to enter your coupon code. This will then adjust the price of your products before you proceed to make your payment. Coupon codes are not applied automatically.

What are the terms of your Spend & Save promotion?

- Spend $200 CAD or more in one transaction to get 20% off your total purchase.

- Spend $300 CAD or more in one transaction to get 30% off your total purchase.

- Cannot be used in conjunction with any other promotion including discount coupon codes.

- Available at emuaustralia.com only.

- Limited time only.

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SHOPPING ONLINE

Is it safe to order on emuaustralia.com?

Yes! All payments are processed using a Symantec SSL certificate. Your details are protected and can only be read on the secure server. Security checks are also completed for online transactions to ensure the authenticity of credit card payments and protect you from fraud.

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