✅Order Processing
Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
Title
Last updated: October 30, 2025
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Shipping
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Return & Refund
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Warranties
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Payments
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Contact
- All orders are processed within 1–2 business days.
- Custom or bulk orders may require extra processing time.
- A shipping confirmation email with tracking details will be sent once your order is dispatched.
🚚 Shipping Methods & Delivery Time (USA)
Standard Shipping: 5–7 business days
Expedited Shipping: 2–3 business days
Large Items: 5–10 business days depending on location
NOTE: Delivery times may vary during holidays, weather delays, or carrier transit issues.
📦 Delivery Options
- Standard Ground Delivery: Delivered to residential homes, offices, and commercial addresses across the United States.
- Assembled Units for Large or Heavy Items: Assembled sewing machines, workstations, industrial units. Delivered curbside or to the main entrance of your building, gated community, or facility. Inside delivery or setup is not included unless arranged in advance.
- Orders are shipped via trusted carriers such as UPS, FedEx, USPS, or DHL, based on size and destination.
💰 Shipping Costs
- Shipping fees are calculated based on order weight, dimensions, and destination.
- Exact shipping charges will be confirmed by our logistics manager before finalizing the order.
🌎 International Shipping
- We ship worldwide! Delivery times depend on customs inspection and local carrier services. Contact us for an international shipping quote.
🎁 Free Shipping
- Free shipping over USD 10,000 purchases.
- Yes, we offer free shipping on selected promotional offers.
- Free shipping is available on Limited Time Flash Deals when you meet the minimum purchase requirement (usually 5 items or more, unless specified).
- Products from our Premium, Last Chance, or Special Offer sections may be combined to qualify for free shipping when eligible.
🔄 Can I Change My Shipping Address After the Order Has Been Shipped?
- If your order has not yet been shipped, contact us immediately and we’ll update the address for you.
- If your order has already been shipped, please reach out to us as soon as possible
- Important: The courier may charge an address rerouting fee, which will be the responsibility of the buyer.
✅ Eligibility for Returns
- Returns are accepted within 30 days of delivery.
- The product must be unused or lightly used, in good working condition.
- All original accessories, manuals, and packaging must be included.
🔧 Condition of Returned Machines
Product Condition Return Status Restocking Fee
Brand new, unopened ✅ Accepted No fee
Opened but unused ✅ Accepted 10% restocking fee
Used but in resellable condition ✅ Accepted 15–20% restocking fee
Damaged due to misuse ❌ Not eligible —
Missing parts/manuals ✅ Case-by-case Additional charges may apply
🚫 Non-Returnable Items
- Special order or custom-built machines
- Machines sold under “no return” or “final sale” or “clearance” terms
- Software-activated machines once registered
- Electronic parts or consumables (needles, bobbins, belts, threads, etc.)
🚚 Return Shipping
1. The customer is responsible for return shipping costs, unless the return is due to:
- Wrong item shipped
- Manufacturing defect
- Shipping damage (reported within 48 hours)
2. Machines must be properly packed to avoid damage in transit.
3. Shipping insurance is recommended. We are not responsible for returns lost or damaged in transit.
🛠️ Defective or Damaged Machines
If your sewing machine arrives damaged or defective:
- Report the issue within 48 hours of delivery.
- Include photos/videos as proof.
- We will arrange repair, replacement, or full refund based on evaluation.
💵 Refund Process
- Refunds are issued to the original payment method.
- Please allow 5–7 business days after the returned item is inspected.
- Shipping fees are non-refundable, except in cases of our error.
🔁 Exchanges
- Exchanges are available for equal or higher value items.
- Price differences must be paid by the customer.
📩 How to Request a Return
- Email support@empenzoamericas.com with your order number and reason for return.
- Receive your confirmation number + return address.
- Pack and ship your sewing machine.
- Receive confirmation and refund after inspection.
🛠️ How's your warranty policy?
🪡 Used/Pre-Owned Sewing Machines:
- Sold as-is with no warranty or service coverage.
🧵 Brand New Sewing Machines (EPZ Brand):
- Include a 1-year limited warranty that covers manufacturing or functional defects under normal use.
⚙️ Spare Parts, Accessories & Consumables:
- No warranty is provided for these items, as they are subject to normal wear, tear, or misuse.
📦 Disclaimer:
- Minor scratches, marks, or dents that may occur during shipping are not covered under the warranty, as they do not affect machine performance.
💳 What payment methods do you accept?
We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.
📆 Do you offer installment payment options?
Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.
🔒Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
📞 How can I contact customer service?
You can reach our support team via email, phone for any questions or assistance.
See our contact page:
https://empenzoamericas.com/pages/contact
🕒 What are your business hours?
Mon-Fri 8am-5pm
🏬 Do you have a physical store?
Yes, we do have a physical store. See our location below:
💬 How can I provide feedback?
We welcome and value your feedback! You can leave us a message through our contact page on our website