Returns, Refunds & Exchanges
Returns & Exchanges
Here are your options for exchanging a product:
Return the item you do not want for a refund, and re-order the item you desire. CLICK HERE for our return policy and instructions. We will match the original purchase price on your exchange where applicable – just place the replacement order by phone. If you live near one of our stores, you can process an exchange in store. Please present your original receipt to the store associate to expedite the exchange process. We are unable to process direct exchanges through the mail as we often don't have the replacement product available in the facility in which Returns are processed.
EMS was the seller of an item I purchased on Amazon or eBay and I'd like to return it. How do I do so?
Please follow the return instructions as posted on Amazon or eBay.
I want to return an item that was purchased with a credit card that has since expired or been cancelled. Can I do that?
If the tender used in the original transaction is no longer valid, you will be issued a merchandise credit.
An item on my order was cancelled, but I used split payment. How will I be credited?
When an order is placed with two different forms of payment, and a credit is issued due to the cancellation of an item, the credit will process back to the primary payment method first. Please see example below. Ex. An order was placed for multiple items using a gift card and a credit card. One of the items on the order was cancelled. The amount of the cancelled item will now go back onto the gift card first, as it is the primary payment method entered at checkout. If the amount of the item that was cancelled is more than the original amount on the gift card, the leftover credit will return to the second form of payment.
I bought something online with PayPal. Can I return it to my local store?
Unfortunately, our retail stores do not currently accept PayPal. If you wish to return a PayPal order in store you will be issued a store credit. If you desire a full refund to your PayPal account, you must return by mail.
I got something as a gift, but I don’t like it/it doesn’t fit. Can I return it without the gifter knowing? Certainly. If you are near an EMS store, bring the item in with the packing slip or gift receipt - they’ll provide a merchandise credit or an exchange if they have the item you’d prefer on hand. If you would like to mail it in, please do so with the item, a copy of the gift receipt, your address and a short note to refund to merchandise credit. Then it will be sent to you.
If a price drops after I buy an item, will you match that price?
If within 14 days from the date of original purchase you find that the price of an item was further reduced, we will be happy to adjust your payment to match the lower price, upon request. Please note: You must contact EMS Customer Service or visit one of our retail locations and request a price adjustment while the item is still at the further reduced price. The EMS associate will then review and verify the price match and determine the item’s eligibility.
If your situation meets all these criteria, you could be eligible for a price adjustment:
1. You have the original dated sales receipt or web invoice 2. EMS was contacted within the 14 day window 3. The price adjustment is requested while the item is still at the new further reduced price 4. The item must be price matched against original item purchased (cannot be a different color, size, or style)
*If your product was originally purchased in-store and you are eligible for a price adjustment, you must return to a retail location with your receipt to receive the adjustment. If returning in-store, you must provide the same method of payment used to place the order, or the funds will be returned as store credit.
*Once the price-match is honored, the amount being credited to your card will take approximately 5-7 business days to reflect in your account. Credit time frames can vary based on bank processing times. For additional information, please contact your bank.