Order & Shipping

HOW DO I FIND MY ORDER NUMBER?

Your order number will be in the subject line of your confirmation email. It’ll look something like this #5881-3783.

If you’re not seeing it in your inbox, try checking to see if it went to your spam folder or search the words “Order confirmation” sent from support@winter-embrace.com , more often than not, it’ll be in there! Once you find our email, move it to your inbox or mark it as safe to easily locate our emails next time.

If you aren't able to find your order confirmation email, go to the Track My Order page and select “How to find my order” then click “ Help, I cannot find my order number”. Our customer support will get back to you within 24hrs to help you locate the order in our system.

WHERE IS MY ORDER SHIPPED FROM?

The winter-embrace.com team works with top manufacturers worldwide to bring you the best in value for your hard earned dollar! Orders may be shipped from within the continental USA, or other warehouses in Vietnam, India, China, and other regions. We partner with USPS, DHL, and Purolator to deliver your packages.

HOW LONG DOES IT TAKE FOR THE ORDER TO REACH ME?

You will typically receive your order within 7 business days when shipped from the continental-USA, and within 15 business days when shipping from international warehouses. In fact, 92.5% of our orders are delivered well before the 15 business days benchmark. Delays can sometimes happen during high season, local work stoppages, or because we need to hold your order to confirm shipping address.

We will ensure to communicate with you at every step of the way. From order confirmation, tracking number availability, status updates, to delivery of your package. Please monitor your email and mark messages from winter-embrace.com as safe to ensure they land into your inbox.

HOW CAN I TRACK MY ORDER?

Using our website: Easily track your order by going to winter-embrace.com’s Track My Order page and input your email address (provided to us at time of purchase), and your order number. Note that one order number may have multiple tracking numbers.

Links in your email: We will send Tracking numbers when they are assigned to your packages. Check your mailbox for emails under the subjects: “Shipping Confirmation” or “Order is on the way”. You may click on the link in this email to track your order and shipping status.

If you need to find your order number, follow this article “How do I find my order number” above.

WHAT DO THE TRACKING STATUSES MEAN?

Confirmed: Your order is successfully placed. At this status, you have 1 hours to cancel or make any changes to colors or size.Processing: We are preparing your order. It will take 2-3 days, and you cannot make any changes to your order.Shipped: Your order is on its way to you. You will receive an email notification with a tracking link and can start tracking its journey until it reaches your door.Delivered: Your order has been delivered to the shipping address provided upon purchase.Undeliverable: In rare cases, you will see an undeliverable status which requires your attention. Please check shipping log for the following:

Available for pickup – You may collect the package from the specific USPS Facility or the Post Office.
Return to sender, Insufficient Address, Failed delivery attempts – Couriers make 2 or 3 attempts to deliver your package. Contact the courier or shipping provider ASAP - they’ll usually resend your package the next workday or ask you to pick it up at their offices. If it is returned to us, contact us so that we can resend it.

WHAT PAYMENT METHODS DOES WINTEREMBRACE.COM ACCEPT?

We currently accept PayPal, Credit and Debit cards (VISA, Mastercard, Discovery, American Express).When you place an order with Paypal, you will be redirected to the PayPal payment page where you are required to log on to your Paypal account with your username and password.

MY PAYMENT WON'T GO THROUGH, WHAT SHOULD I DO?

If you’re unable to pay with your debit or credit card, check the following:
Make sure all information is correct including the credit card number, expiration date, CVV code and billing address.Check your credit or debit account balance for available funds.Check whether your card is authorized for online purchases, and if the default online transaction limit is too low.Try refreshing the page or logging completely out and then logging back in.Start over with a new order instead of trying to pay for the same order over again.If your payment is still declined, you may need to contact your bank. As part of their security, most credit card companies will automatically block international transactions or payments unless the card holders specifically request that they accept the transaction.Pay with your credit or debit card through Paypal. If you do not have a Paypal account, you can safely and easily use the services as a guest.Try using a different card.Try through PayPal if you have a PayPal account.
If you‘re unable to pay with Paypal
Check with Paypal to see if your account has a transaction limit.According to PayPal rules, the shipping address and the billing address must be in the same country, otherwise the payment will be declined.If Paypal is still not working, please try payment with a debit or credit card (Visa, MasterCard, Discover, and American Express).

ARE SALES TAX INCLUDED IN YOUR PRICES?

Yes, if they apply to you.

Depending on where you live, and based on the shipping zip code provided, our system will check for applicable sales tax regulations. If taxes are required to be collected, our system will calculate the applicable amount, collect it, and submit it to your local authority.

Our system is continuously updated with the latest sales tax policies. If tax free holidays are applied to you, our system will also recognize them and not collect tax. However, if you believe sales tax is collected in error, please contact us. We will investigate and refund you where applicable. Winter-embrace.com online conducts retail sales only. If you own a business and intend to resale our products, your system will still calculate sales tax, and you are responsible for claiming any tax exempt through your business filings.