Where we ship

Ellerand is a United States based store and our prices are in United States dollars. We deliver to addresses across the United States and to most countries internationally.

The countries we can reach are the ones that appear in the country list at the address step of checkout. If your country does not appear there, we are not able to ship to it at this time. If you are not certain, start the checkout and enter your address before you pay. You will see straight away whether we can deliver to you.

Order processing time

Orders are processed within 1 to 3 business days. Business days are Monday through Friday and do not include weekends or public holidays.

Processing is the time it takes us to review the order, pick and pack it, and hand it to the carrier. It is separate from the time the parcel spends in transit. An order placed late in the day, over a weekend, or on a holiday begins processing on the next business day.

If something about an order needs checking before it can ship, for example an address the carrier cannot read or a payment that needs verifying, we will email you at the address on the order. That order stays on hold until we hear back, so please watch your inbox and your spam folder.

Delivery estimates

The windows below start when the order ships, not when it is placed. Add the processing time above to get the full picture.

These are estimates based on how carriers normally perform. They are not guarantees, and we cannot commit to a specific delivery date. Peak periods, customs inspections, and carrier backlogs can push a parcel past the usual window. Treat the table as a guide rather than a promise, and count from the date on your shipping confirmation email.

Shipping rates

Shipping is calculated at checkout. Enter your address and you will see the available shipping options, each one with its cost, before you pay. Nothing is added after the fact.

The rate depends on where the order is going and on which services the carrier runs to that destination. If more than one option is available, you pick the one you want and the total updates before you pay. The amount you approve at checkout is the amount we charge.

Any taxes that apply to your order are shown at checkout as well. Customs duties and import taxes on international orders are a separate matter and are covered further down this page.

Tracking your order

When your order ships, we email a shipping confirmation with a tracking number to the email address used at checkout. If it is not in your inbox, check your spam or promotions folder before assuming it was not sent.

Tracking usually takes 24 to 48 hours to start updating. That gap is normal. A label is created the moment the parcel is packed, but the tracking page only moves once the carrier physically scans it into their network. During that window you may see nothing at all, or a status saying the label has been created and the carrier is waiting for the item. Neither means the order is stuck.

Once a parcel is moving, scans can still be sparse. Long stretches between scans are common on international routes and over weekends. Read more on our Track Your Order page at ellerand.com/pages/track-your-order.

Address accuracy

The shipping address you enter at checkout is the address we ship to. It is your responsibility to make sure it is complete and correct, including the apartment, unit, or suite number, the postal code, and the country.

If you notice a mistake, email support@ellerand.com immediately with your order number and the corrected address. If the order has not been packed yet we will usually be able to fix it. Once an order has shipped we cannot change the address, redirect the parcel, or recall it.

If a parcel is returned to us because the address was wrong or incomplete, we will contact you. You can have it sent out again to a corrected address, and the cost of sending it out again is quoted to you first, or you can have the cost of the product refunded once the parcel is back with us. Shipping already paid on the original order is not refunded in that situation.

Split shipments

We ship an order complete, in one parcel, wherever we can. If an order contains more than one item, or if part of it is ready to leave sooner than the rest, we may ship it in more than one parcel so that you are not waiting on the whole order.

When that happens you will receive a separate shipping confirmation and a separate tracking number for each parcel, and the parcels can arrive on different days. You are not charged extra for a split shipment. If you have received one tracking number and are expecting more of your order, contact us and we will tell you exactly what is in each parcel.

Delays outside our control

Once a parcel is with the carrier, it is in their hands. We do not control how fast it moves. Delivery can be delayed by carrier backlogs and staffing, severe weather, natural events, holiday volume, customs inspections and clearance queues on international orders, and local disruption at the delivery depot.

We are not able to compensate for delays of this kind, and shipping charges are not refunded because a parcel arrived later than the estimate. What we will do is help. If your parcel is late, contact us and we will look at the tracking history with you, open a case with the carrier where that is the right step, and stay on it until there is an answer.

Duties and import taxes on international orders

International orders may be subject to customs duties, import taxes, or handling fees charged by the destination country. Those charges are set by your government and its customs authority, not by Ellerand, and we have no way to predict or influence them.

Where they are charged, they are your responsibility and are payable by you, unless the checkout explicitly shows import charges as collected on your order. They are separate from the shipping cost you paid us. Your parcel may be held by customs or by the carrier until they are paid.

If you are unsure what applies where you live, your local customs office can tell you before you order. If a parcel is returned to us because import charges were not paid, it is treated as a refused parcel, described below.

Lost parcels and parcels that stop moving

Sometimes tracking goes quiet. Usually the parcel is still moving and is simply between scans. Occasionally it is genuinely stuck or lost.

Our rule is straightforward. If your tracking shows no movement at all for 10 business days, contact us. Email support@ellerand.com with your order number, the tracking number, and the delivery address, and we will start a trace with the carrier.

A trace takes time on the carrier side, and we will keep you updated while it runs. If the parcel is confirmed lost, we will send a replacement or refund the order. You do not lose your order because a carrier lost it.

Parcels marked delivered that you cannot find

If tracking says delivered and nothing is there, do this first. Check every place a parcel could have been left, including behind the door, the porch, the mailbox, a side or back entrance, and any parcel room or front desk. Ask the people you live with and your immediate neighbors. Then wait 24 hours, because carriers sometimes scan a parcel as delivered while it is still on the truck and drop it the following day.

If it has still not appeared after 24 hours, email support@ellerand.com with your order number and the tracking number. We will pull the carrier delivery record, including the scan location where the carrier provides one, and work with them on a claim. We may ask you to report it to the carrier as well, because some carriers will only take a missing parcel report from the recipient.

Refused and unclaimed parcels

If a parcel is refused at the door, or is left uncollected at a depot or post office until the carrier sends it back, it is returned to us. Carriers usually hold an uncollected parcel for a limited time and will attempt delivery only a set number of times, so please act on any card or notification you receive.

When a refused or unclaimed parcel reaches us, we will email you. You can have it sent out again, with the cost of the new shipment quoted to you before we ship, or you can have the price of the product refunded. The original shipping charge, and any return charge the carrier bills us for sending it back, are not refunded.

Refusing a parcel is not the same as returning one under the guarantee. If you want a refund, follow the guarantee process rather than refusing delivery, as it is faster and cleaner for both of us.

Returns and the 30 day guarantee

Shipping and returns are separate things. If you have the product and it is not right for you, 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 placed the order, so a slow delivery does not eat into your window.

Returns must be authorized before you send anything back. Email support@ellerand.com and we will issue your return authorization along with the return instructions and the return address. Please do not ship anything to us without that authorization, because we cannot track or process a package we are not expecting. Full details are in our Refund Policy.

Contact us

If anything about your delivery is unclear, or a parcel is behaving strangely, tell us early. Include your order number and, where you have one, your tracking number, and you will get a straight answer.

Email: support@ellerand.com

Phone: +1 205 351 3692

Ellerand, 29146 Renee St, Andalusia, AL 36421, United States

Please note that the address above is our business address. It is not a returns address. The return address is issued with your return authorization.