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FAQ

PRODUCT QUESTIONS

What should I keep in mind while using emu? +-

For external use only. Flammable, keep away from fire or flame. 

When using this product ■ Keep out of eyes. In case of contact with eyes, flush thoroughly with water Avoid contact with broken skin Do not inhale or ingest.

Stop use and ask a doctor if ■ irritation and redness develop condition persists for more than 72 hours

Keep out of reach of children. If swallowed, get medical help or contact a Poison Control Center right away.

How is your product different from other hand sanitizers currently on the market? +-

emu feels good, smells good and does good. emu is hand sanitizing and moisturizing, made sustainably from Aloe Vera, Vitamin E. and Essential Oils. The majority of hand sanitizers on the market are gel or foam and leave hands feeling sticky and dry after use.

Formula

Formula +-

62% Ethyl Alcohol

Purified Water

Aloe Vera

Vitamin E

Acetate

Essential Oils

Glycerin

What are the benefits of emu formulation? +-

Hand sanitizing and quick-drying

Keeps skin moisturized and hydrated.

Helps reduces bacteria that potentially can cause disease

Non-stick, no residue

No dyes or artificial colors and free from parabens, phthalates, sulfates, and other harmful ingredients.

Hypoallergenic

Vegan, gluten-free, eco-friendly

Smells as refreshing as a summer day.

Leaves your hands smelling better than your neighbor

Does emu formulation contain any of the FDA banned ingredients? +-

No. Our formulation does not contain any ingredients banned by the FDA.

Why is our formula gluten-free? +-

emu is not formulated with any components that are derived from wheat or wheat by-products.

Is the formula vegan? +-

Yes it is! emu meets all vegan standards. There are no animal or animal-derived materials in the formulation.

Does the formula have an expiration date? +-

Yes. emu formula has a 2 year expiration date post the date of manufacture.

How many continuous sprays does each bottle come with? +-

Our 2.2oz bottle offers 140 sprays. Spray count can vary slightly depending on how long each continuous spray lasts.

What does continuous spray technology mean? +-

For easy and sanitary use we use a bag-on-valve design with compressed air (non-aerosol).

Are emu solutions refillable? +-

Individual hand sanitizer spray bottles are not refillable. To ensure the most sanitizing experience and to avoid cross-contamination, our spray containers do not allow for solution refill. The cans are recyclable and we continue to look at ways we can reduce our carbon footprint.

Is emu TSA approved? +-

Yes! emu is offered in a 2.2oz bottle. TSA allows for a maximum of 3.4 oz.

Is the emu spray can fully recyclable? +-

Yes!

Does using hand sanitizer replace the need to wash your hands with soap and water? +-

FDA supports the CDC’s recommendation to use plain soap and water to wash your hands. When water is not readily available, a hand sanitizer may be a suitable alternative.

FDA: The best way to prevent the spread of infections and decrease the risk of getting sick is by washing your hands with plain soap and water, advises the Centers for Disease Control and Prevention (CDC).

FDA indicates that hand sanitizers do not eliminate all types of germs, are not as effective when hands are visibly dirty or greasy, and may not remove harmful chemicals.

Hand sanitizers are an easy, quick alternative when hand washing with plain soap and water isn’t convenient or possible.

Does emu give back? +-

We're committed to giving back to support COVID-19 research.   5% of the net proceeds are donated to better prepare against future pandemics.  Net proceeds is defined as the amount of revenue we generate following our sales after costs and expenses.

Shipping

Shipping Terms +-

Our three-pack ships USPS First Class which takes 2-8 business days to be delivered from the first tracking movement.  Our 25-pack cases (and multiple three-packs) ship via FedEx which takes 3-9 days.

What’s the average processing time? +-

We typically ship within 24 hours if the order is processed on a business day (Monday - Friday).

How do tracking updates work? +-

Once an order gains tracking information, it is guaranteed that it has left our warehouse.

Our carriers do not scan each package upon pick-up at the warehouse, so the first tracking update and scan will come at the carriers' origin facilities. These updates can often take several business days to occur.

You can subscribe to order updates, this will help you get email notifications for orders when the tracking information is updated.

Why don't we offer expedited shipping? +-

Flammable goods are limited air shipping and can cost up to $150 to ship.  If you need the product ASAP, please support one of our retailer partners which include Albertsons, Nordstrom, and Paper Source.

Do you ship internationally? +-

Currently, we only ship to the United States, but we are working with a set of distributors to extend our distribution worldwide.

Does emu ship to PO boxes? +-

No. Due to the flammability specifications of the product, couriers do not permit shipment to P.O. Boxes. If a customer enters a P.O. Box, the courier service will return the shipment, and the customer will be responsible for the cost of a second shipment.

Can I modify the shipping address of my order? +-

Once an order is successfully placed, we can only modify the shipping address if this hasn’t been picked up for fulfillment. If a package has been picked up for fulfillment or shipped, we can no longer modify the shipping address provided during checkout.

My tracking number says my product is delivered, but I didn’t receive it. What do I do? +-

Once a shipment is "confirmed delivered" by the courier, we (emu) can no longer accept refund requests, or inquire as to the order status. If the customer has a shipment that has been confirmed delivered, yet they are not in receipt of the product, it is the customers responsibility to contact and file a claim with the courier. You should contact the courier so that they can provide you further information on where your order was scanned upon delivery.

Please note that it is the customer's responsibility to ensure the destination address is secure to receive packages. We provide a tracking number to ensure the receiver is at the location the day of the delivery to locate the package.

Haven’t received your items? +-

The carriers we use ship millions of packages a day. Unfortunately, some issues can arise from time to time, such as loss of tracking, delayed tracking, etc. Most of the time, the items are recovered and delivered, but in the event that a package is lost, we can definitely help you with the claims process and, in most cases, get your order resent instantly.

If you believe your package is lost and you have not received tracking updates for at least 21 days, please send us an email at hello@sprayemu.com (include your order number) and we'll try to resolve the issue as quickly as possible.

Please note that claims of packages that got lost in-transit must be made within 45 days from the shipping date in order to be honored a refund or replacement.

Where is my package? +-

Due to this unprecedented time and the safety of both, customer and courier, all packages will be dropped outside of your home to secure self-distance. That means that, nor Fedex or USPS, will be knocking on your door to deliver your order. Packages will be left outside the residential or commercial address input during checkout. Please make sure to check your tracking to pick up your package when it has been marked as delivered. We cannot accept refund requests if your tracking shows that the package has been delivered. It is the customer’s responsibility to be at the destination address upon delivery to avoid any theft or issue with the delivery.

If your package has been marked as delivered, and you are unable to locate it, you will have to contact USPS or Fedex directly to start a claim with them.

Order Cancellation +-

Once an order is successfully placed, we cannot accept "cancellations" or immediate refunds since the information is transferred to our logistics partner who processes orders immediately. If you wish to return your product, you must wait until the product is received, and then follow the Return Instructions on this page to be eligible for your refund. Please note that inquiries emailed to any contact email other than hello@sprayemu.com will not be valid as a request for modification or cancelation.

Returns

Returns +-

To initiate a return please email us at: hello@sprayemu.com

Per safety regulation, we cannot accept returns of used products due to a health and cross-contamination issue. If you wish to return your products, and have an unused product, please read to ensure your request meets the criteria below:

We accept returns for exchange or refund 7 calendar days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:

without showing signs of wear or damage in any way

within 7 calendar days of the delivery date (after 7 days no returns are allowed)

must not be a special order or a custom order

unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item's particular item description.

If address is not provided or legible, and courier cannot deliver or order is shipped back, the second shipment will be at customer expense for a refund to be allowed

Refunds are contingent upon inspection of item(s) once we receive it.

There is a 15% safety restocking fee for returned items that are not being exchanged and are not damaged.

Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded.

The customer is responsible for all shipping costs of returning unwanted items.

Return the unopened/unused items to the following address:

Everyone Must Use, Inc c/o Product Returns 35 Love Lane Suite E Netcong, NJ 07857

REFUND/REPLACEMENT OF DAMAGED PRODUCTS/PACKAGES

REFUND/REPLACEMENT OF DAMAGED PRODUCTS/PACKAGES: +-

If you received a package that has suffered any damage during shipment that affected emu’s product quality, you'll need to inform emu before 7 calendar days from the delivery date.

To open and file the claim, you'll need to email hello@sprayemu.com the following (no claims will be processed unless this documentation is submitted):

Picture or video of the damaged item(s).

Picture of the shipping box the products were delivered in.

Picture of the shipping label on the shipping box.

emu is unable to process a claim of a product damaged during transportation after 7 calendar days from the delivery date.

If you discard the products, and are unable to provide documentation of the damaged item(s), we will not be able to honor a refund/replacement.

Damaged products purchased through third party retailers must be claimed directly to the third party retailer. We are unable to process claims of damaged products that haven’t been ordered directly through sprayemu.com

Questions

Questions? +-

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