We are a small team of Halloween enthusiasts based in Nashville, TN that decided to turn our passion for all things spooky & creepy into a startup family owned business. We are a Lemax Authorized Retailer, but also carry many additional product lines!
2. What's your Refund & Exchange Policy?
We hope you are 100% satisfied when you receive your Eerie Emporium items, but know that may not always be the case. We offer a 15-day window for returns and exchanges, but please note that items must be returned in the same condition you received them or a restocking fee may apply. Additionally, original shipping charges will be deducted from the refund. To start a return, please contact us at support@eerieemporium.com. For our full refund & return policy click here.
3a. When will my order ship & how long will it take to get it? Pre-orders?
We have both in stock items and pre-order items available on our site. If your order includes only in stock items, your entire order will typically ship within two business days. If your order contains both in stock pieces and pre-order pieces, then we will wait until all items are at our facility in Nashville until we ship your order. Due to high shipping costs, we are only able to ship your order once we have all your items. If you would like to receive the in stock pieces sooner, please place separate orders, one for the in stock items and one for pre-ordered items.
Please remember that we are a small team and always do our best to process your orders as quickly as possible. Domestic orders typically take 2-5 business days to reach you, dependent on your location relative to Nashville, TN.
3b. When/how do you charge my payment method for preorder items?
Due to the tremendous demand we receive each year for preorder items, specifically the newest collection of Lemax Spooky Town items, we require payment at the time of order placement. While we can't make any promises, most of our current year preorder Spooky Town products are typically still available for our first batch preorder window (which arrives in mid-to-late July) in early-May. All preordered collectibles are guaranteed once you receive email confirmation immediately after order placement (baring any unforeseen catastrophe on the end of one of our suppliers/manufacturers). All items are then shipped later in the year as soon as they arrive from Lemax/the manufacturer.
3c. Is there a deadline for placing my Lemax Spooky Town preorder each year?
There is no deadline/last day for taking preorders. However, we do typically start to sell out of some of the new SKUs (for our first batch delivery window) in late-Spring. Per our answer to the question above (3b.), the longer you wait to place your preorder the more likely the new pieces are to be sold out for our first batch delivery. They don't usually become available again until early-September.
3d. If I place a Lemax Spooky Town preorder in January-June that is not scheduled to arrive until mid-to-late July, can I update my address if I move during that time?
Yes! There are no issues with changing your address after preordering if you end up moving. We usually update a few dozen addresses each year for this very reason. Simply email us at info@eerieemporium.com or support@eerieemporium.com and we can update the address on file.
4. How much does shipping cost and why isn't it free?
We try to keep shipping costs as low as possible, but unfortunately, many of the items we sell are large and therefore cost a lot to ship. Unlike certain large corporations who offer free shipping, we do not substantially raise the MSRP to make up the difference. Most of the time, we eat a little bit of the shipping costs and pass on the savings to you, our wonderful customer!
*Please refer to question 7 for shipping to Alaska, Hawaii and APO/FPO/DPO locations.*
5. I ordered a bunch of collectibles that I'm super excited to receive, do you guys package stuff well?
As fellow collectors, we understand the disappointment that comes with opening a box only to realize that half your stuff is damaged/broken. At Eerie Emporium, we hope your order brings you and your family joy for decades, this starts with getting it to your door safely; we promise to package your goods as well as possible to help ensure safe arrival. We use a variety of packing supplies including sturdy boxes, fragile stickers, bubble wrap, air defenders, crinkle paper and more!
6. Will my order all come in the same box?
This depends on the size of your order. Sometimes we may split up your order into multiple separate boxes if your order is large.
7. I'm located outside the United States, can I order from Eerie Emporium?
Alaska, Hawaii & APO/FPO/DPO Shipping
*We do offer shipping to Alaska, Hawaii & APO/FPO/DPO, but before checking out please send an email to support@eerieemporium.com. Unfortunately, we are unable to offer flat rate shipping to these locations due to the significantly higher shipping costs associated with these orders. When your entire order is ready to be shipped, we will simply invoice you the exact shipping cost (we do not add in any handling charge - you will only pay the exact shipping amount).*
International Shipping
We no longer offer shipping outside the United States.
8. I emailed Eerie Emporium, when will I hear back?
We try to respond to emails as quickly as possible, but are a small team and there's only so many hours in a day. Please give us 1-2 business days to respond.
9. You guys seem cool, are you on social media?
Thanks for calling us cool. Yes, we're on social media! Give us a follow, if you dare!
10. Do we buy Spooky Town &/or Vintage Halloween Collections?
Yes, all the time! We make selling entire collections easy by making fair offers, handling pickup/shipping arrangements and paying using your preferred payment method! Send an email to support@eerieemporium.com or info@eerieemporium.com with information about what you're looking to sell and we'll get back to you as soon as possible.
11. Are there any non-returnable items?
Unfortunately, we cannot accept returns on gift card purchases or last chance items which will be clearly marked. Please get in touch with us at support@eerieemporium.com if you have questions or concerns about your specific item.
12. The item I want says Sold Out, will you be getting it back in stock?
This depends on the item. We carry a lot of limited run collectibles which means that sometimes "Sold Out" may unfortunately be permanent due to the manufacturer discontinuing production. Please reach out to us at info@eerieemporium.com if you have a question about a specific product.
13. I'm having trouble checking out, what can I do?
First, please try using a different device and/or browser to place your order; if you're having trouble with your phone, please try using a laptop/desktop computer or vice versa, and if there are still issues please try using a different browser (Google Chrome, Apple's Safari, Microsoft Edge, Firefox, etc.). If none of that works please let us by emailing us at info@eerieemporium.com or support@eerieemporium.com and we can provide additional assistance!
14. Do you guys have a phone number I can call? If not, why?
We do not have a phone number. We are a small, family owned business that receives dozens of inquires/requests a day across our business emails and numerous social media accounts. Due to bandwidth issues, we simply don't have the resources to also handle direct phone calls. The good news is that we almost always respond to inquires within 24 hours (with the occasional exception during July and August when we are processing hundreds of preorders). We hope to offer a direct line for phone calls in the future.
Bonus. I have other questions, concerns or just want someone to talk to, how can I reach you?
Info@eerieemporium.com or Support@eerieemporium.com