When will my order be shipped?
Order Processing Information
If your order status is “Processing,” it means we’re getting it ready for shipment. This usually takes 1 to 3 days.
Occasionally, external factors like the coronavirus may cause delays.
If your order is still “Processing” after this period, please contact our support team, and we’ll help resolve the issue.
How to Contact Customer Support:
- Go to “My orders”
- Click the “Claim” button next to the order in question.
- Describe the issue, and we’ll do our best to sort it out!
My order hasn’t been delivered yet. What should I do?
Check the warranty start date first:
- Go to My orders.
- Select the order from the list.
- Click on “View” next to it.
- Check the Delivery section after the order details section.
If it’s been past that date, don’t hesitate to file a refund request by clicking “Claim” button.
Can my request be declined?
Yes, in case:
• The warranty has expired. The warranty is active for 14 days since the above-mentioned start date — make sure to contact us within that period.
• Your parcel was marked as delivered by the shipping company.
What is a non-delivery warranty?
At Ele-Stores, we are committed to providing you with the best shopping experience. If your order has not arrived by the estimated delivery date, we want to make sure you are taken care of. Our Non-Delivery Warranty ensures that you are protected in such cases.
What Is Covered:
- If your order does not arrive by the promised delivery date or within a reasonable period thereafter, you are eligible to file a claim under our Non-Delivery Warranty.
How to File a Claim:
Check Your Order Status: Ensure that the delivery timeframe has indeed passed and check any tracking information provided.
Submit a Claim: Go to “My orders”, find the order in question from the list and click on “View” button from the order. On the next page, find the “Delivery Details” section and click on the “Claim” button in this sections.
Provide Details: Fill out the required information in the claim form.
Resolution Options: Upon receiving your claim, we will:
- Investigate the status of your shipment.
- Offer you a replacement of the item.
- Issue a full refund if the item cannot be delivered.
Claim Timeframe: Claims must be submitted within 14 days after the estimated delivery date.
Additional Information:
- Ensure that you provide accurate details to facilitate a quick resolution.
- Claims are subject to our review and verification process.
