Help Center

Products stay fresh because we ship in insulated packaging which is pre-cooled upon shipping. All of our packages are shipped overnight using FedEx. Products arrive fresh and cool even during the hottest summer months, making Emma's a year round solution. 

We ship every week on Monday/Tuesday with one day delivery. Orders must be placed by Friday 10pm in order for us to process for shipment on Monday. Major holidays may alter our shipping schedule. Please call us with any questions. 

We accept all major credit cards, Paypal, and allow for money orders/ checks to be sent in. 

A prepaid account allows you to make a 1 time payment using credit card, paypal, or money order on behalf of your loved one. The balance is available only to the inmate under which you create the account. This allows the inmate to place an order without payment directly from the facility. 

Account balances are fully refundable and do not expire. You may check the balance at any time. 

Here at Emma's we place your security first, we do not store credit card information and we verify any suspicious orders prior to shipment. A customer care representative may ask for you to provide us with a valid state ID to confirm card holder status, this is done to protect our customers. 

All items you see on our site are approved for all correctional facilities. We encourage you to confirm with the housing facility as each facility holds final discretion. If you are unsure of an items admissibility, please contact our customer care team so we may assist. 

We are open Monday-Saturday 9:00 am - 7:00 pm (Eastern Time) You may call us any time to place an order or you may order 24/7 by using our website. 

Our customer care office is closed Sunday but may be reached by email at contact@emmaspremium.com

All of our packages come with delivery confirmation tracking, meaning that every package is signed for by a correctional officer. You will be provided the tracking number as well as a copy of the officer's signature.

Refunds are not permitted when packages are rejected due to: when a package is refused due to court status, medical status, keeplock status, loss of package status, overweight status, over allowed package limit status and any other situation outside the responsibility of Emma's Premium Services. In most cases we will do our best to refund non-perishable items returned but there are no refunds on perishable products. 

Any error made by Emma's Premium Services such as (but not limited to) error in shipping details, error in shipping facility, product defects, are all covered by our refund policy which you may find below. 

Changes to any order must be made within 24 hours after placement. After 24 hours, no changes can be made and no order can be stopped when in processing. We can not cancel or stop an order. Additional fees apply when a third party carrier is stopped from completing a delivery. 

Our team can support English, Spanish, and Russian speaking customers. 

Promotions are sent to our customers via email during specific holidays, sign up to our mailing list for promotions. 

You may contact us to request specific footwear you do not see listed. Footwear is available to purchase with our representatives by phone, please call (888) 638-9994