FAQ
Find quick answers to the most common questions about ordering from Emberhaus.
Shipping & Delivery
Where do you ship to?
We currently ship exclusively within Australia. We're working on expanding internationally — sign up to our email list to be notified when that changes.
How long does shipping take?
Orders are processed within 1–2 business days. Delivery typically takes 5–8 business days for metro areas and 8–12 business days for regional areas. You'll receive a tracking email once your order is dispatched.
How much does shipping cost?
Standard shipping is free on orders over $99 AUD. Orders under $99 AUD incur a flat $9.95 fee.
Can I track my order?
Yes! You'll receive a tracking number via email once your order is dispatched. If you haven't received tracking information within 3 business days of ordering, contact us at hello@emberhaus.com.au.
My order hasn't arrived — what do I do?
If your order hasn't arrived within 15 business days of the estimated delivery date, please email us at hello@emberhaus.com.au with your order number. We'll investigate right away.
Returns & Refunds
What is your return policy?
We offer a 30-day money-back guarantee from the date of delivery. If you're not happy for any reason, contact us at hello@emberhaus.com.au and we'll make it right.
What if my item arrives damaged or wrong?
Email us at hello@emberhaus.com.au with a photo of the item and your order number. We'll immediately arrange a replacement or full refund — whichever you prefer.
How do I request a refund?
Email hello@emberhaus.com.au with your order number and reason for the return. You'll be offered a full refund (return item) or a 50% refund (keep the item). Refunds are processed within 5–7 business days.
Products & Guarantee
Is the Emberhaus Flame Stove™ covered by a guarantee?
Yes. All Emberhaus products come with our 30-day money-back guarantee. Try it, and if you're not satisfied, we'll refund you in full. No hassle.
How do I know your products actually work?
We only carry products with verified 4+ star ratings on Amazon with hundreds to thousands of genuine customer reviews. We don't sell anything we haven't validated.
Payments & Orders
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as PayPal. All transactions are secured with SSL encryption.
Can I change or cancel my order?
If you need to make changes or cancel an order, contact us at hello@emberhaus.com.au within 24 hours of placing it. After that window, the order may already be in processing.
Do you offer bulk discounts?
Yes! All products are available in multi-pack variants with 10–20% savings built in. No code needed — just select the quantity variant on the product page.
Contact
Still have a question? We'd love to help.
📧 hello@emberhaus.com.au — we reply within 24 hours on business days.