Products requiring shipment in a cool environment (perishable and frozen items) are subject to special shipping procedures, due to their sensitive nature, to ensure they are received in good condition. Emerson recommends overnight shipping for heat-sensitive items.
Getting a heat-sensitive item in the mail doesn’t happen every day, so it is reasonable to consider the effectiveness of these items as you open your package. Rest assured that we have worked with our brand partners to develop a shipping process that is within their guidelines and maintains the efficacy of these items.
We hope this FAQ sheet will answer many of the questions or concerns you may have, but we always welcome your chat or call for further clarification.
Q: My package arrived and the cold pack isn’t frozen. Is the product okay?
A: Yes. We add frozen gel packs to your package to help keep the heat-sensitive products cool in transit, and thawing of the gel packs during transit is normal and to be expected.
Q: My heat-sensitive product is warm. Is it ok?
A: Yes. Heat-sensitive products, including probiotics, can be exposed to the temperatures common in parcel shipping for short periods of time without harming the efficacy of the products.
Q: Why do you recommend I ship heat-sensitive items overnight?
A: The cooler nighttime temperatures during transit, and shorter time in transit, can help minimize heat stress to sensitive products.
Q: Do you offer a less expensive option other than overnight shipping?
A: Yes. We offer a sustainable and recyclable (https://www.coldkeepers.com/recycle/) shipping liner made with natural cotton fiber insulation that can protect your products for up to two days in transit. See Item COLDK to add this shipping liner to your order. (The liner’s internal dimensions are 10” x 10” x 10”. While total capacity may vary based on individual products purchased we estimate capacity to be between 8-16 bottles.)
Q: Why do you state the product is heat sensitive when the label says to “store at room temperature”?
A: We state this as the product should maintain room temperature during transit to help ensure the integrity of the product. Gelcaps, gummies, and products containing chocolate are some examples of these types of items.
Q: How do I store my heat-sensitive product?
A: We suggest following the storage instructions on the product label. To maintain maximum potency, you may want to refrigerate the heat-sensitive product as soon as you receive it. If gel caps arrive warm, they may benefit from being refrigerated for one-to-two hours once received.
Q: Can I return my heat-sensitive product?
A: No. We do not accept returns of heat-sensitive products at this time.
Q: What if I still have questions?
A: Please give us a call at 800.654.4432 or contact us via chat. Our Customer Support Associates are available to assist you between the hours of 8:30 am – 8 pm ET. You may also email us at email@example.com.