Last updated: September 30, 2026

Many of the pieces on Empyrean Roots are made by hand, in small batches, or to order. This policy explains how they get to you and what to do if something isn’t right.

Where your order ships from

Most pieces on Empyrean Roots are sold by the makers themselves or by outside retailers. When you click through to buy from another site, that seller handles your payment, shipping, returns, and customer service, and their policies apply instead of ours. This includes books from The Bookcase, which are sold by Bookshop.org.

The rest of this page covers orders placed and paid for directly on Empyrean Roots.

Shipping

Processing time. In-stock pieces usually ship within [3–5] business days. Made-to-order and custom pieces take longer, and each listing shows its own lead time.

Who ships your order. Some pieces ship from us and others ship straight from the maker’s studio. If your order includes pieces from more than one maker, they may come in separate packages on different days.

Rates and delivery. Shipping costs are calculated at checkout. Large or fragile pieces, such as furniture, lighting, and sculpture, may ship by freight truck, and the listing will say so. For freight deliveries, the carrier will reach out to set up a delivery window.

Tracking. When your order ships, we’ll email you a tracking number. You can also find it under Orders in My Account.

Where we ship. We currently ship within the United States. International shipping is available for some pieces. Any duties, taxes, or customs fees are the buyer’s responsibility.

Delays. Handmade work can take a little longer than planned. If your order is going to be late, we’ll let you know.

Returns

Eligible pieces. You can return most in-stock pieces within [14] days of delivery if they’re unused, in their original condition, and in their original packaging.

Final sale. These can’t be returned:

• Made-to-order, custom, or personalized pieces
• Magazines and periodicals, including Notes
• Pieces marked Final Sale
• Digital downloads
• Textiles or other items that have been used or washed

How to start a return. Email [email protected] with your order number and the piece you want to return. We’ll send you instructions. Returns sent without approval can’t be accepted.

Return shipping. Unless the piece arrived damaged or wasn’t what you ordered, you pay for return shipping. For large or freight pieces, return shipping may be deducted from your refund.

Refunds. Once we receive and inspect the return, we’ll refund your original payment method within [5–7] business days. Original shipping charges can’t be refunded.

Damaged or incorrect pieces

Please check your order as soon as it arrives. If something arrives damaged, defective, or isn’t what you ordered, email [email] within [48 hours] of delivery with your order number and photos of the piece and the packaging. We’ll arrange a repair, replacement, or full refund. Please hold on to all the packaging until the claim is resolved.

Magazines and periodicals

Our magazines and periodicals are printed to order, so they’re final sale. If your copy arrives damaged or has a printing defect, email [email protected] within [7] days of delivery with your order number and a photo. We’ll send a replacement at no cost to you.

A note on handmade work

Small differences in color, grain, glaze, weave, or finish are part of how handmade pieces are made, so they aren’t defects. Photos are as accurate as we can make them, but screens show color differently.

Questions

Write to us at [email protected]. We’re glad to help.