Frequently Asked Questions
- In the footer under “Customer Service” click on “Order Tracking”.
- Enter your order ID and the email you used at check out. Click track.
- A review of your order will appear. At the bottom of the page under tracking information there will be the courier and tracking number. Click track again. You will be redirected to the courier’s website where you will receive the status and updates on your order.
- Return Period – Request to return product must be made within 30 days of delivery to the customer.
- Condition of Item – Items MUST be returned with all contents and still in original packaging.
- Restocking Fees – No restocking fee will apply for product that is unopened or opened but unused. A restocking fee of 5% will apply for product that is opened and used.
*Restocking fees are applicable to product price before shipping & tax.
- Return Shipping Charges – Defective/damaged/incorrect items – Elavoe will be responsible for all shipping costs.
All other returns – customer will be responsible for all shipping costs, INCLUDING outgoing shipping fees charged during the original sale.
You may send the item back to us, or we can provide a prepaid shipping label at current courier rates and deduct the cost from the refund.
***e.g. if the customer rejects product delivery due to a changed mind, and the original ship charge paid by the customer was $10, then a TOTAL of $20 will be deducted from the refund to cover the original shipping cost PLUS the prepaid return label.
****If shipping was free/included in the original purchase, we will still deduct the outbound shipping cost of $9.99 from the refund.
- Refund Process – Elavoe will process the refund within 3 days of receipt of returned product.
- Yes, you can cancel your order.
- You can contact us at firstname.lastname@example.org to request to cancel your order up to 24 hours after the order date.
- No, there is no cancellation fee if the order has not been processed. If the order has already been shipped and you decide you want to cancel. The restocking fee stated in the return policy will be in effect.
- ELAVOE only sells products within Canada and does not ship outside of Canada. Shipping & Handling may not be available in all areas. Shipping & Handling charges are a flat rate and may vary depending on location.
- If you are returning any of our products, you will receive a refund once the item has been sent back to us and verified.
- The refund process may be delayed, ELAVOE will process the refund within 3 days of receipt of returned product.