Shipping Policy

Thank you for visiting and shopping at ELVANEO. This Shipping Policy explains how orders are processed, fulfilled, and delivered.

1. Order Processing Time

All orders are processed within 1–3 business days.

Orders are not normally processed or shipped on weekends or public holidays.

During periods of high order volume, processing may take slightly longer than usual. If there is a significant delay affecting your order, we will contact you by email.

2. Shipping Origin

ELVANEO works with fulfillment partners and warehouses located in China.

Unless otherwise stated on the product page, orders are fulfilled and shipped from our warehouse or fulfillment facilities in China.

Shipping origin does not affect your eligibility for customer support, returns, refunds, or replacements under our applicable policies.

3. Free Shipping & Estimated Delivery Time

We offer free standard shipping on all orders to our supported destinations. No minimum purchase is required.

Shipping Method	Estimated Transit Time	Shipping Cost
Standard Shipping — All Orders	7–15 business days after dispatch	Free

Order processing takes 1–3 business days, followed by an estimated 7–15 business days in transit.

The estimated total time from placing your order to delivery is therefore 8–18 business days.

Delivery estimates are not guaranteed and may be affected by customs clearance, carrier delays, extreme weather, peak shipping seasons, or public holidays. If we become aware of a significant delay affecting your order, we will contact you by email.

Free standard shipping covers delivery to you. Return shipping costs are handled separately under our Return & Refund Policy.

4. Countries and Regions We Ship To

We currently ship to:

• Australia

• Canada

• United Kingdom

• New Zealand

• United States

Free standard shipping applies to all orders accepted for delivery to these destinations.

If your address is not supported at checkout, we are currently unable to deliver to that location.

5. Shipment Confirmation & Order Tracking

Once your order has shipped, you will receive a shipment confirmation email containing your tracking number or tracking link.

Tracking information may take 24–48 hours to become active after dispatch.

You can use the tracking information provided in the email to check your shipment’s status.

If you experience any issues with tracking your order, please contact service@elvaneo.com.

6. Customs, Duties & Taxes

Free shipping does not mean that customs duties, import taxes, or other government-imposed charges are included.

International shipments may be subject to customs duties, import taxes, VAT, or other charges imposed by the destination country.

Any taxes collected by ELVANEO will be shown at checkout. Unless we explicitly state that import duties and taxes are included, additional import charges assessed by local authorities are the customer’s responsibility.

These charges are separate from shipping fees and vary by destination. Please check your local customs requirements before ordering if you are unsure whether additional charges may apply.

7. Damaged Items

Please inspect your order after delivery and contact service@elvaneo.com as soon as reasonably possible if an item arrives damaged.

Please include your order number and clear photographs or a video of the damage where reasonably possible.

After reviewing the issue, we will arrange an appropriate remedy, which may include a replacement or refund, consistent with our Return & Refund Policy and your applicable consumer rights.

ELVANEO will cover necessary return shipping costs for verified shipping damage. Any approved replacement will be sent at no additional shipping cost to you.

Where possible, please retain the damaged item, packaging, and shipping materials until we have provided further instructions.

8. Delayed or Lost Packages

If your package has not arrived within the estimated delivery period, please check its tracking information and contact service@elvaneo.com.

We will investigate the shipment with the carrier or fulfillment provider and keep you informed of the available information and next steps.

If the package is confirmed as lost in transit, we will provide a replacement or refund at no additional cost to you.

Nothing in this section limits your rights concerning delayed or undelivered goods under applicable law.

9. Incorrect Shipping Information

Please provide a complete and accurate delivery address when placing your order.

If you notice an error, contact service@elvaneo.com as soon as possible.

If the order has not yet shipped, we will make reasonable efforts to update the address. Once it has shipped, changes may no longer be possible.

If an incorrect or incomplete address supplied by you results in a failed delivery or requires reshipment, additional delivery costs may be your responsibility, unless applicable law requires otherwise. We will explain any proposed charges and obtain your agreement before arranging paid reshipment.

If the address error was caused by ELVANEO, we will cover the necessary correction or reshipment costs.

10. Returns & Refunds

Returns and refunds are handled in accordance with our Return & Refund Policy.

We offer a 30-night comfort trial for pillows, with return requests submitted within 30 calendar days after delivery, subject to the conditions stated in that policy.

• For comfort, preference, or change-of-mind returns, the customer is responsible for return shipping costs and the return shipping label.

• For verified damaged, defective, incorrect, or materially misdescribed items, ELVANEO will cover the necessary return shipping costs.

• We do not charge restocking or return-processing fees for eligible returns.

• We do not offer direct product exchanges. Replacements may be provided as a remedy for product-related issues.

Free delivery on your original order does not include free return shipping for comfort or change-of-mind returns.

11. Statutory Consumer Rights

Nothing in this Shipping Policy excludes, restricts, or replaces your rights under applicable consumer protection laws.

Where applicable law provides different requirements concerning delivery, refunds, or remedies, those requirements take precedence.

12. Contact Us

For questions about shipping, tracking, delivery, or order issues, please contact:

ELVANEO
Email: service@elvaneo.com