ALL STORES NOW OPEN! FIND A STORE NEAR YOU
FAQs Regarding Response to COVID-19
Ordering & Shipments
Q: Can I still shop online?
A: Yes! Our website ems.com is still open for business during this time. Place your order as normal. Our customer service staff is available if needed.
Q: Can I pick up an order in-store?
A: Our in-store pickup and curbside pickup programs have been temporarily suspended. We offer low flat-rate shipping on all orders, or you can shop in store.
Q: Why is my shipment delayed?
A: Due to the ongoing COVID-19, shipping on ems.com may be delayed. We’ve recently seen a large surge in demand for the products we offer and in addition our fulfillment center is taking precautionary measures to ensure your order is packed and shipped safely. As a result, orders will take longer to ship than normal.
Q: Where is my order?
A: We appreciate your patience and are working to get your packages out as quickly as possible. When your package ships you will receive an email which will include your tracking number
Q: Why am I unable to purchase a boat/bike online?
A: The facilities that house and ship our boats and bikes are closed until further notice. However, we are offering in-store purchases for boats and bikes. Please use these locators to find a store near you that sells boats or bikes.
Store Closure Information
Q: When are your retail stores going to reopen?
A: We are happy to say that as this time, all of our retail stores are open again. In some locations, our Hours of Operation have changes so we encourage you to check your store hours before visiting. Another thing to note is that different states have different phases of reopening and different guidelines that need to be adhered to. We are requiring all customers to wear masks and follow social distancing guidelines posted within the store. If you are unable to wear a mask, please call the store to schedule a special shopping appointment with our team.. Also, please know that our customers and employees' health are our top priorities and we will be doing everything we can to create a store environment that is safe for everyone. Our store associates will be wearing masks, conducting transactions behind plexiglass shields, enforcing social distancing, conducting enhanced cleaning and sanitization measures and in addition we have 100% contactless payment for customers purchasing with Credit Cards or Mobile Pay. We appreciate your support during these unprecedented times and look forward to seeing you soon in our store locations!
Q: If I can’t use my reward certificate because I am unable to get to a store, are you going to extend the expiration of it?
A: Most rewards are valid for up to 14 days past the printed expiration date and can be redeemed online.
Q: How do I return an in store purchase or online order?
A: Our stores are open and we are accepting returns in store. For anyone who does not want to visit a store, we are accepting returns via mail. Please note that returns are taking longer to process due to precautionary measures instituted in our fulfillment center. As a result, refunds will take longer than normal to receive. For instructions on how to return in store or by mail and to see our Return Policy, click HERE. We will work with any of our customers regarding returns and making extensions where necessary.
Q: Will we provide a prepaid shipping label for returns
A: At this time we are not offering free returns or a prepaid shipping label. You may choose to follow our mail return policy located HERE or visit your local store.
EMS Schools & Services:
Q: What should I do about the lesson I have scheduled with the EMS Climbing School?
A: Group lessons will resume as soon as official guidance advises it is safe to do so; until then the EMS Climbing School is offering private climbing days in the North Conway, NH location. Additionally the EMS Paddle School at Lake Pearl is now open for the summer season. For more information visit https://www.emsoutdoors.com/boston/kayaking/.