Find answers instantly - orders, returns, shipping
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Where is my order?
We know waiting for your My Store bag is exciting, and we're here to make sure it reaches you. Here's everything you need to know.
How long does shipping take?
- Processing time: 1–2 business days
- Shipping time: 3–12 business days after shipment
Most customers receive their order within 6–12 business days from order date
Ordering from outside the US?
International shipments may experience longer gaps between tracking updates, particularly during customs clearance. This is normal and does not mean your order is delayed or lost.
How to track your order
- Check your inbox for a shipping confirmation email - it contains your tracking number and link.
- Click the tracking link in that email — this is the most direct way to track your shipment. You can also visit emmafy.co/pages/track-your-order and enter your tracking number manually.
- Allow 1–2 days after the shipping email for the first movement to appear. This is completely normal.
What do these tracking statuses mean?
"Batch delivery to carrier"
Your package has been grouped with others and handed to the carrier. Tracking will update once it reaches the next facility. Nothing to worry about.
"In transit / no update for several days"
Your order is on its way. Tracking updates can pause for several days between scans, especially when crossing state lines or during carrier handoffs. This is completely normal.
"Out for delivery"
Your bag is with the local driver today. If it doesn't arrive by end of day, it will be rescheduled for the next delivery attempt.
My order shows "delivered" but I didn't receive it
- Check with neighbors - packages are often left at nearby doors
- Check all entry points and safe spots (porch, mailbox, building reception)
- Contact the carrier directly with your tracking number - they can confirm exactly where it was left
- If still unresolved, reach out via the contact form with your order number, we'll open an investigation right away.
Why is my order taking longer than expected?
Like most fast-growing brands, we occasionally experience high-demand periods, seasonal rushes, viral moments, new launches, where order volume spikes faster than expected.
When that happens, processing and shipping times can run a little longer than usual. Rest assured, your order is in the queue and on its way. Our team is on it every single day.
⚠️ My package hasn't moved in more than 10 business days
Reach out via the contact form with your order number. We'll investigate immediately and make it right. We'll investigate immediately and make it right - you'll receive the item you paid for.
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Can I change or modify my order?
Need to change something about your order? Reach out as soon as possible — the earlier you contact us, the more options we have.
What can be changed?
✅ Possible (before shipment only)
- Color or style of an item
- Shipping address
- Adding or removing an item
❌ Not possible
- Billing address (security reasons)
- Any change once the order has shipped
How to request a change
Reach out to us right away through the contact form with your order number and what you'd like to change. We'll check with our fulfillment team right away - modifications are possible as long as the order hasn't been physically handed to the carrier yet.
Tip: Include all details in your first message (current item, desired item, or correct address) to avoid back-and-forth and get it sorted faster.
My order has already shipped
Once with the carrier, we can't make changes on our end.
For address issues: once your package reaches your local area, you may be able to contact the carrier directly to request an update. For item changes: wait for delivery, then reach out via the contact form - we'll walk you through your options.
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Shipping — what to expect
Everything you need to know about shipping, before you order and while you wait.
How long does delivery take?
| Stage |
Timeframe |
| Order processing |
1–2 business days |
| Shipping |
3–12 business days after dispatch |
| Total estimated |
6–12 business days from order date |
Shipping runs Monday through Friday. Orders placed over the weekend are processed the following Monday morning.
Do you ship internationally?
Yes - My Store ships globally, including to Canada, the UK, Australia, and Europe. Delivery times follow the same estimated timeframe after dispatch. Delivery to some international destinations may take slightly longer depending on local customs processing.
Where do orders ship from?
My Store is a US-based company. Orders ship from the fulfillment center closest to you for the fastest possible delivery. Every package goes through the same quality check regardless of origin.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order. We regularly run free shipping promotions - check the site banner for current offers before you order.
Do you offer expedited or express shipping?
At the moment, all orders ship with our standard 6–12 business day service. If you need an item urgently, we recommend ordering as early as possible.
Can you ship to a PO Box?
Unfortunately our carrier does not service PO Box addresses. Please use a physical street address when placing your order. If you've already placed an order with a PO Box, contact us immediately via the contact form so we can update it before it ships.
How do I track my order?
You'll receive a shipping confirmation email with your personal tracking link once your order ships. Allow 1–2 days for the first tracking update to appear - this is normal.
You can also track your order anytime at emmafy.co/pages/track-your-order
For tracking status explanations, see: Where is my order?
← Help Center
How do I exchange my bag?
Want a different color, a different style, or the version with wheels? We're happy to help with an exchange.
How exchanges work
- Start by reaching out to our team using the contact form — let us know what you have, what you'd like instead, and your order number.
- Ship your original item (unused, unwashed, undamaged, in original ziplock packaging) to:
Fulfillment-box / NEWSTART LLC
15392 Cobalt St.
Sylmar, CA 91342, USA
📞 +1 (840) 239-7683
- Once you've shipped, contact us again to send us your return tracking number, carrier name, and the item you're returning.
- Once we receive and verify the item, we ship your new item right away.
⚠️ Important conditions
- Items must be unused, unwashed, undamaged, with tags attached
- Return shipping is the customer's responsibility
- Exchanges are valid within 30 days of delivery
- If the new item costs more, we'll send an invoice for the difference. If less, we'll refund the difference.
Can I get wheels for my existing bag?
The wheels are built into a different bag model - they're not sold separately and cannot be added to an existing bag. To get the wheeled version, you would need to exchange your current bag.
← Help Center
I have an issue with my order
We're sorry something went wrong with your order. We'll make it right - here's how to get started quickly.
Step 1 - Take a photo first (required)
Before contacting us, please photograph:
- Everything you received in the package
- The shipping label or packing slip
- Any visible damage, if applicable
This photo is required to process your case. Our team cannot proceed without it.
Step 2 - Contact us within 3 business days:
For defective or incorrect items, contact us within 3 business days of receiving your order. The sooner you reach out, the faster we resolve it.
- Your order number
- A clear description of the issue (wrong item / missing item / damaged)
- Your photos attached to the message
Send us a message via the contact form with your order number, description, and photos attached.
⚡What happens next
Our team reviews within 24–48 hours and offers one of the following option:
Replacement
Sent at no additional cost - standard for wrong or missing items
|
Partial refund
Keep the item as-is and receive a partial money back - amount discussed with our team
|
Full return
Return for a full refund - see our return policy for conditions
|
💛 Our commitment to you
Every My Store bag is designed to be cute AND functional - built for real life. If something did not meet that standard, we take it seriously and we will make it right. Most customers find the partial refund option the easiest resolution - no shipping hassle, no return needed. Our team will discuss the best option for you.
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Can I cancel my order?
We process orders very quickly to get your bag to you as fast as possible. Here's what you need to know about cancellations.
Cancellation window
Per our policy, cancellations and modifications can only be requested within 12 hours of placing your order. After 12 hours, your order is already being processed and we cannot guarantee any changes or cancellations.
The sooner you contact us, the better: contact us immediately with your order number.
Can I cancel my order?
If you are within the 12-hour window, contact us immediately with your order number and we will do our best to stop the order before it ships.
Please note that all cancellations are subject to confirmation, we cannot guarantee cancellation even within the window if the order has already entered fulfillment.
What if it has already shipped?
Once your order is with the carrier, we're unable to cancel it. Wait for delivery - you can then return it for a full refund.
→ Returns & Cancellation Policy
→ How do I return my order?
I received a "shipped" notification: does that mean it left already?
This notification is sometimes sent automatically when your order is forwarded to our fulfillment team - not necessarily when the package physically leaves the warehouse. Contact us immediately and we will check the real-time status.
I want to cancel to reorder a different item
Contact us within the 12-hour window. If cancellation is not possible, we can often update your order directly - just tell us what you would like instead.
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Product details - materials & dimensions
Everything you need to know about My Store products - before and after you buy.
👜 GoFree Bum Bag / Crossbody - Dimensions
| Specification |
Value |
| Weight |
0.66 lbs (300g) |
| Height |
8.6 inches |
| Width |
4.5 inches |
| Length |
11 inches |
| Strap length |
15.8–25.6 inches adjustable (extends up to ~59 in / 1.5m) |
| Strap width |
1.97 inches |
Materials by edition
Standard — Twill Polyester Leather edition — Woven Leather Sports edition — Technical fabric
The standard Twill Polyester is durable, lightweight, and water-resistant: designed for real life, easy to clean, and comfortable all day.
Hardware color
All My Store crossbody bags feature gold-colored hardware - zippers, clasps, and all metal accents. This is consistent across every style and color. We currently do not offer silver hardware.
Designed in the US. Crafted for quality
My Store is a US-based company. Our bags are designed with one non-negotiable standard - cute AND functional, every single time.
To bring that standard to life, we work with a carefully selected network of manufacturing partners across multiple locations, including the US and international facilities. Every factory is chosen for its craftsmanship, ethical practices, and ability to meet our quality requirements.
Our team maintains direct oversight of the production process, with stricts quality checks at every stage before a bag ever reaches you.
The result is a product that surprises people. When you hold an My Store bag, you feel the difference - solid zippers, wide straps, materials that hold up to real life. That's not an accident. That's the standard we hold every partner to, regardless of where the order ships from.
Care instructions
- Wipe clean with a damp cloth
- Do not machine wash
- Store in a cool, dry place away from direct sunlight
Are there membership fees?
No. My Store does not charge any membership fees, subscriptions, or hidden costs. You simply browse, order, and enjoy your bag. Nothing more.
← Help Center
How does the BOGO deal work?
Wondering if you can mix colors in the BOGO deal? Yes, here's exactly how it works.
What is the BOGO deal?
Buy One, Get One Free on GoFree Crossbody bags. You pay for one bag and get a second bag free. The lower-priced item in your pair becomes the free one. The discount is applied automatically at checkout - no code needed.
Can I mix colors and designs?
Yes! You can freely mix colors and designs. You can also pair a regular size with a mini - both work under the same BOGO deal.
✅ GoFree Crossbody + GoFree Crossbody → works
✅ Regular size + Mini size → works
✅ Solid color + Checkered → works
✅ Leather edition + Sports edition → works
✅ Christmas edition + Everyday solid → works
✅ Crossbody + wallet → works
How to place your BOGO order
- Go to My Store → SALE in the top menu - or click "Build Your BOGO" on the homepage
- Browse and select your first bag
- Select your second bag - mix colors freely
- Add both to cart → the discount applies automatically at checkout
The SALE page is the most reliable way to access the BOGO deal. If the discount doesn't apply automatically at checkout, contact our team through our contact form and we'll fix it right away.
Common questions
The discount didn't apply at checkout - what do I do?
Make sure you used the SALE page to add both bags. If the price still shows incorrectly, contact us via our contatc form with your order number and we'll apply the discount manually.
Can I use a discount code with BOGO?
It depends on the code. Some promotions can be combined - contact our team before ordering and we'll confirm for your specific code.
← Help Center
My discount code isn't working
Your code isn't working? Here's what to check before reaching out: most issues are quick to solve.
Why your code might not be working
- Case sensitive - enter the code exactly as written. Type it manually rather than copy-pasting to avoid hidden spaces.
- Expired - promotional codes are time-limited. Check the email or post where you received it for an expiry date.
- One use per customer - most codes can only be applied once per account.
- Combining with BOGO - some codes may work alongside the BOGO promotion, others may not. Contact us using the contact form before ordering if you want to use both.
- Minimum order required - some codes only activate above a minimum cart value.
✅ How to apply your code
- Add your items to cart
- Go to checkout
- Find the "Discount code" field
- Type your code → click Apply
- The discount appears immediately if the code is valid
I already placed my order without the code
Reach out through the contact form with your order number and the code. We'll check what we can do depending on the code and your order.
My code still doesn't work after checking everything
Reach out through the contact form - we'll verify the code on our end and apply the discount manually if it is valid.
