Frequently Asked Questions

What are your hours of operation?

Emerald Customer Support is available Monday through Friday from 8:00 am EST to 5:00 pm EST. We can be reached via phone at (516) 496-0000 or by clicking here and entering a support case.

When will my order arrive?

Orders typically arrive within 1-5 business days.

Where is my order shipping from?

Emerald distributes nationwide and ships from multiple locations throughout the U.S. We have three (3) Distribution Centers and your order will ship from the closest location to your delivery address that contains the product(s) you purchased. At times, orders may ship from multiple locations and therefore may arrive separately. You may also purchase products through Emerald Licensed Distributors located throughout the country. For a list of the Emerald Licensed Distributors, please click here.

How do I cancel my order?

Please contact our Customer Support Center by phone at (516) 496-0000 as soon as possible to process an order cancellation. We will make every effort possible to cancel your order in a timely fashion. If your order has already shipped, canceling your order may not be possible. Please see our return policy for more information.

I'm a new customer and want to order bulk products for my business. What should I do?

We specialize in providing businesses, large and small, with a portfolio of Emerald products that are better for the planet and for people! Please contact usand a representative will get back to you as soon as possible with more information.

I am tax-exempt. What should I do?

Please contact us and a representative will get back to you as soon as possible with more information on how to process a tax-exempt order. Kindly have your tax exemption form handy!

Have additional questions?

Terms To Know

Tree-Free™

These paper products are made from agricultural fibers instead of traditional hardwood pulp. Emerald Brand Tree-Free™ products are made from sugarcane bagasse, bamboo, and eucalyptus (a fast-growing tree, often considered invasive).

BPA Free

Bisphenol A (BPA) is a potentially toxic hormone-mimicking chemical used in some plastics and plastic sealants. BPA has also been found in the ink on newspapers and receipts, leading to the presence of BPA in recycled paper products. Emerald Brand Tree-Free™ products are naturally BPA free!

Chlorine Free

Our Tree-Free™ paper pulp bleaching process uses Hydrogen Peroxide, a much safer alternative to elemental chlorine gas, versus our recycled products are processed chlorine free (PCF).

Petroleum Free

Products made with either clay, plant starch, or polylactic acid (PLA) instead of petroleum-based plastics. PLA is a bioplastic derived from cornstarch.

Water-Based Ink

These food-safe items are printed using flexography without the use of solvents.

Compostable

A compostable material or product will breakdown into usable compost or soil. Composting can be done at home or in a commercial composting facility.

Biodegradable

These products will naturally breakdown within one year of disposal.

Renewable

Rapidly renewable resources can be harvested in 10 years or less. For example, Bagasse is harvested every 9 months and bamboo has a 5-7 year life cycle.

FSC® Certified

FSC, or Forest Stewardship Council®,ensures the health of the world's forests for future generations. FSC Chain of Custody Certification traces wood-based products through the supply chain from forest to end-user.

USDA Biopreferred®

BioPreferred is a voluntary labeling system that identifies products made primarily of biological or agricultural materials.

Recycled Content

This refers to the total percentage of recovered waste in a product's makeup. Post-consumer fiber refers to materials used and recycled by consumers before being recovered from the waste stream. Pre-consumer or post-industrial recycled fiber is manufacturing waste repurposed to

EPA Comprehensive Procurement Guidelines

US EPA (Environmental Protection Agency) designates products that can be made with recovered materials and recommends best purchasing practices.

DFE Certified

Design for the Environment (DFE) is an EPA partnership program. The DfE label identifies cleaners that are safer for people and the environment.

ASTM Certified

Our pulp bleaching process uses Hydrogen Peroxide, a much safer alternative to elemental chlorine gas. Recycled products are Processed Chlorine Free (PCF).

Cedar Grove Certified

CMA and its affiliated partners provide a program of technical review and field testing of compostable products to determine their true feasibility as food related feed stock when shipped to fully permitted industrial composting facilities.