Contact Us

Effective Date: September 30, 2026
COMPANY NAME: Sichuan Fengcan Shengrun Trading Co., Ltd.
COMPANY ADDRESS: Room 2414 (Self-numbered Unit 195), 24th Floor, Building 20, No. 1201, Section 2, Lushan Avenue, Wan’an Subdistrict, Tianfu New Area, Chengdu, China (Sichuan) Pilot Free Trade Zone, Sichuan, China 610213.
POSTAL CODE: 610213
COUNTRY/REGION: China

Emberpick® is owned and operated by Sichuan Fengcan Shengrun Trading Co., Ltd.

We’re here to help with your Emberpick® gardening tools, product questions, orders, shipping, returns, and refunds. Whether you need more information before purchasing or assistance with an existing order, please contact our customer-support team using the details below.

How to Contact Us

Email: service@emberpick.com
Phone: +1 (310) 938-3416
Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM PDT (UTC−7)

Messages received outside these hours will be reviewed during our next customer-support period.

Help With an Existing Order

When contacting us about an order, please include your order number, the email address used at checkout, and a brief description of your question or issue.

For product questions, include the product name so we can assist you more efficiently. Please do not send your password or full payment-card details.

Shipping Questions

Orders are shipped from China. We offer worldwide shipping, including all 50 U.S. states, with no special-address exclusions.

  • Order processing: 1–3 business days.

  • Estimated transit time after dispatch — United States: 7–15 business days.

  • Estimated transit time after dispatch — other countries and regions: 10–20 business days.

  • Standard shipping fee: US$2.99 per order when the order does not qualify for free shipping.

  • Free shipping: Available worldwide when the merchandise subtotal after discounts exceeds US$29.97.

  • International customs duties, import taxes, and VAT: Covered by Emberpick®.

Processing time is separate from transit time. Delivery estimates are not guaranteed arrival dates. Please contact us with your order number if you need assistance with tracking or delivery.

Order Cancellations and Address Changes

You may request cancellation within 48 hours of placing your order by emailing service@emberpick.com. Cancellation is not guaranteed once the order has entered processing or has been shipped.

Shipping addresses generally cannot be changed after an order is placed. Please check your address carefully before completing checkout. If you notice an error, contact us immediately. We will review the available options, but we cannot guarantee an address change.

Damaged, Incorrect, or Incomplete Orders

If your order arrives damaged, contains the wrong item, or is missing parts, please contact us within 7 days of delivery.

Include your order number, a description of the issue, and clear photographs of the product and packaging where available. Please retain the item and packaging while we review the issue.

For confirmed damage, incorrect items, or missing components that are our responsibility, we will cover the necessary handling and shipping costs and arrange a replacement, shipment of missing parts, or refund, as appropriate.

The 7-day reporting request helps us resolve issues promptly and does not limit your statutory consumer rights.

Returns and Refunds

You may request a return within 30 days of receiving your item. Please contact us before sending anything back.

For returns due to a change of mind, products must be unused, clean, and complete, with their original packaging and included accessories. You are responsible for return shipping costs, and the original delivery fee is not refundable, except where applicable law requires otherwise.

Once your return is approved, please ship it within 3 days of approval, following the instructions provided by our customer-support team. This deadline applies to our voluntary return process and does not shorten any applicable statutory return period.

For eligible returns, we will complete the inspection and initiate a refund to your original payment method within 5–10 business days after receiving the returned goods. Your bank or payment provider may require additional time to display the refund.

Please review our Return & Refund Policy for full conditions and information about statutory consumer rights.

Return Address

Our return address is the same as our registered company address. Please contact us and obtain return instructions before shipping your return.

Recipient: Sichuan Fengcan Shengrun Trading Co., Ltd.
Address: Room 2414 (Self-numbered Unit 195), 24th Floor, Building 20, No. 1201, Section 2, Lushan Avenue, Wan’an Subdistrict, Tianfu New Area, Chengdu, China (Sichuan) Pilot Free Trade Zone, Sichuan, China 610213.
Postal Code: 610213
Country/Region: China
Phone: +1 (310) 938-3416

Returns are sent to China. Please take this destination into account when arranging a customer-paid return.

Privacy Questions

For questions about your personal information or to submit a privacy-related request, email service@emberpick.com with the subject line “Privacy Request.”

We do not send marketing emails or marketing text messages. We may contact you as necessary to assist with your order, delivery, return, refund, or customer-support inquiry.

Thank you for choosing Emberpick®. We’re here to support you with practical gardening essentials and clear, helpful customer service.