The Mz Emily Customer Care Promise

We own the customer relationship.

When you order from MzEmily.com, you should not be sent through a maze of supplier, warehouse, carrier, and support contacts.

Contact us first. We will investigate the issue, communicate with the appropriate fulfillment or shipping partner, and remain responsible for explaining the next step to you. We handle supplier communication and any return authorization on your behalf.

What that means

• We respond honestly and do not invent answers.
• We investigate damaged, defective, incorrect, delayed, and missing orders.
• We communicate meaningful delays and availability problems when we learn about them.
• We offer a reasonable resolution based on the circumstances, which may include replacement, refund to the original payment method, store credit by mutual agreement, or another agreed solution.
• We do not delay an approved customer refund while waiting for reimbursement from a supplier or fulfillment partner.
• We request only reasonable documentation for a claim and never require explicit photographs or images showing an intimate product in use.
• We do not require unnecessary return shipping when photographs or other simple documentation reasonably establish a low-value damage claim.
• We keep customer communications respectful and as discreet as practical.

For help, use our contact form or email support@mzemily.com with your order number and the email address used at checkout.