Shipping and Delivery
Here is how long an Ellerand order takes, in plain numbers. Processing and delivery are two separate stages, so add them together to see the full picture.
| Stage | Typical time |
|---|---|
| Order processing | 1 to 3 business days |
| Delivery in the United States | 5 to 9 business days after processing |
| International delivery | 8 to 20 business days after processing |
Business days are Monday through Friday, not counting public holidays. These are estimates based on normal carrier performance, not guarantees. Shipping cost is calculated at checkout once you enter your address, and you see it before you pay. Prices on the store are in United States dollars.
What happens after you order
You get an order confirmation email straight away. That email means we have your order. It does not mean the parcel has left yet.
Next we process the order, which takes 1 to 3 business days. That is when we review it, pick and pack your Ellerand Curl-Safe Smoothing System, and hand it to the carrier. Orders placed on a weekend or a holiday start processing on the next business day.
When it leaves us, you get a second email. That is the shipping confirmation, and it carries your tracking number. From that point the parcel is in the carrier network and the delivery windows in the table above apply.
If you never received either email, check your spam and promotions folders first. If it is not there, email us and we will resend it.
Tracking, and why it can look stuck at first
Tracking usually takes 24 to 48 hours to start showing movement. An empty tracking page looks like a problem, and it usually is not.
The moment we pack your order, a shipping label is created and the tracking number becomes real. But the tracking page only updates when the carrier physically scans the parcel into their network, and that first scan can be a day or two later. Until then you may see nothing, or a message saying the label has been created and the carrier is waiting for the item. Your order is fine. It is in the queue.
After that first scan, updates still are not constant. Parcels can sit for a day or two between scans, especially over weekends and on international routes. Silence is normal. What is not normal is silence for 10 business days, and that is when you should get in touch.
We explain each tracking status in detail on Track Your Order.
International orders and customs
We ship to most of the world. International delivery typically takes 8 to 20 business days after processing, and the range is wider than the United States range because parcels have to clear customs.
Customs clearance is the part nobody can schedule. A parcel can move quickly for a week, then sit at a clearance facility for several days with no new scan. That is the normal shape of an international delivery, not a sign something has gone wrong.
Your country may also charge duties, import taxes, or a handling fee. Those charges are set by your government, not by us, they are not included in what you paid at checkout unless the checkout shows them as collected, and they are yours to pay. Customs or the carrier may hold the parcel until they are settled, so if you get a notice asking for payment, deal with it promptly. Your local customs office can tell you what applies before you order.
What to do if it is late
First, check the date you were expecting against the right starting point. Delivery windows begin when the order ships, not when you placed it, so look at the date on your shipping confirmation email.
If you are past the window but tracking is still updating, the parcel is moving and is usually a few days behind. Carrier backlogs, weather, holiday volume, and customs queues all add days, and none of them are within our control. We cannot compensate for a delay of that kind, and shipping charges are not refunded because a parcel arrived later than the estimate.
If tracking has shown no movement at all for 10 business days, that is the point to contact us. Email support@ellerand.com with your order number and tracking number and we will open a trace with the carrier and stay with it until we have an answer. If a parcel is confirmed lost, we replace it or refund it.
If tracking says delivered and nothing arrived, check around your property, your mailbox, and with your neighbors, then wait 24 hours, because carriers sometimes scan a parcel as delivered a day before they drop it. If it still has not shown up, contact us.
Wrong address
We ship to the address exactly as it is entered at checkout, so it is worth a second look before you pay. The details that catch people out are the apartment or unit number and the postal code.
If you spot a mistake, email support@ellerand.com right away with your order number and the corrected address. If we have not packed it yet, we can usually fix it. Once it has shipped we cannot change the address or redirect the parcel.
If a parcel comes back to us because the address was wrong, we will email you. You can have it sent out again to a corrected address, with the cost quoted to you first, or have the cost of the product refunded. Shipping already paid on the original order is not refunded in that situation.
Returns and the 30 day guarantee
You have 30 days from the date of delivery to ask for a refund. The 30 days run from the date the carrier records delivery, not from the date you ordered.
Returns need to be authorized first, so email support@ellerand.com and we will send you the return instructions and the return address with your authorization. Please do not send anything back before you have it, because we cannot track or process a package we are not expecting. The full terms are in our Refund Policy.
The full policy and how to reach us
The complete terms, including split shipments, refused parcels, and duties, are in our Shipping Policy.
Email: support@ellerand.com
Phone: +1 205 287 9987
Ellerand, 29146 Renee St, Andalusia, AL 36421, United States
The address above is our business address. It is not a returns address. The return address is issued with your return authorization.