Refund Policy

Last updated: May 26, 2026

At Emerald Express we strive to deliver a reliable, transparent shipping experience for every customer. This Refund Policy explains when refunds may be issued for shipping charges and related services.

1. Shipping Charges

Shipping charges are generally non-refundable once a package has been processed, weighed, and dispatched from our US warehouse. Refunds may be granted only in the following circumstances:

• The package was lost or destroyed while in our care
• The package was charged in error (incorrect weight, duplicate billing, etc.)
• A service was paid for but not rendered

2. Lost or Damaged Packages

If your package is lost or damaged while in our possession, you may be entitled to compensation up to the declared value or US$100 per shipment, whichever is less, unless additional insurance was purchased at the time of shipping. All claims must be submitted in writing to info@emeraldexpressja.com within fourteen (14) days of the expected delivery date and must include:

• The tracking number or Emerald Express invoice number
• A copy of the original purchase receipt or invoice from the merchant
• Photographs of any damage and the original packaging
• A description of the contents and their value

3. Customs Duties & Taxes

Customs duties, GCT, and other fees collected by the Government of Jamaica are non-refundable by Emerald Express. Any dispute regarding duties or taxes must be addressed directly with Jamaica Customs.

4. Delivery Fees

Delivery fees are refundable only if delivery is cancelled prior to the package being dispatched for delivery. Once a delivery attempt has been made, the delivery fee is non-refundable.

5. Items Purchased from Third Parties

Emerald Express is not a seller of merchandise. We do not refund the cost of items purchased from third-party retailers such as Amazon, eBay, AliExpress, or Fashion Nova. Refund or return requests for purchased items must be made directly with the original merchant.

6. Prohibited Items

Shipping fees are not refundable for packages containing prohibited or restricted items that are seized, destroyed, or returned by customs or our carriers.

7. Refund Processing

Approved refunds will be processed within fourteen (14) business days and issued to the original payment method or as account credit, at our discretion. Processing times outside of our control (bank or card-network settlement) may add additional days.

8. How to Request a Refund

To request a refund, please contact our customer support team with your invoice number, tracking number, and a clear description of the issue. We aim to respond to all refund requests within five (5) business days.