Shipping and Refunds

Shipping and Refund Policy

Last Updated: August 23, 2026

Thank you for shopping with Elevana. This Shipping and Refund Policy applies to purchases made through elevanastore.com.

Please read this policy carefully before placing an order. By completing a purchase, you agree to the terms of this policy, along with our Terms of Service and Privacy Policy.

Order Processing

Orders are typically processed within 1–2 business days after an order is placed.

Business days are Monday through Friday and exclude weekends and U.S. federal holidays. Orders placed after business hours, on weekends, or on holidays will begin processing on the next business day.

Processing time is separate from shipping transit time. Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information when available.

During high-volume periods, holidays, product launches, weather events, carrier disruptions, inventory delays, customs processing, or other circumstances outside our reasonable control, processing times may take longer. If we anticipate a material delay, we will make reasonable efforts to notify you using the contact information provided at checkout.

Shipping Time

After processing, estimated shipping transit time is typically 4–12 business days.

Total estimated delivery time is generally 5–14 business days, including our 1–2 business-day processing period and the estimated 4–12 business-day shipping period.

Shipping estimates are not guaranteed delivery dates. Delivery can be affected by carrier operations, weather, peak shipping seasons, incorrect addresses, customs clearance, local delivery conditions, and other factors outside Elevana’s control.

Elevana is not responsible for carrier delays once an order has been accepted and scanned by the shipping carrier. However, we will work with you in good faith to help investigate delivery issues.

Tracking Information

When tracking is available, it will be emailed to the email address provided at checkout after your order ships.

Please allow up to 3–7 business days after shipment for tracking to begin updating. In some cases, carrier tracking may not update immediately while a package is moving between facilities or awaiting its first carrier scan.

Customers are responsible for entering a complete and accurate shipping address at checkout, including apartment, suite, unit, building, or gate information where applicable.

If you notice an address error, contact us immediately at hello@elevanastore.com. We cannot guarantee changes once an order has entered processing or has shipped.

Address Errors, Returned Packages, and Refused Delivery

Elevana is not responsible for orders delayed, lost, returned, or delivered incorrectly because a customer entered an inaccurate or incomplete address.

If an order is returned to us because of an incorrect address, incomplete address, refused delivery, failure to collect the package, or repeated unsuccessful delivery attempts, we may contact you to arrange reshipment.

The customer may be responsible for any additional shipping charges required to resend the order. If a refund is approved for a returned package, original shipping charges, fulfilled service costs, and any applicable return-to-sender fees may be deducted where permitted by law.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or materially different from the item you ordered, please contact us at hello@elevanastore.com within 7 calendar days of confirmed delivery.

To help us investigate and resolve the issue, your email must include:

Your full name and order number
The email address used for the purchase
A clear written description of the issue
Clear photographs or video showing the item, the defect or damage, and all original packaging
Photographs of the shipping label and outer package if the item arrived damaged in transit

Do not discard the product, packaging, or shipping materials before receiving instructions from Elevana. We may request additional photos, video, return of the item, or other reasonable information before approving a replacement, store credit, partial refund, or full refund.

If we confirm that an item was damaged, defective, or incorrect due to an issue attributable to Elevana, our supplier, or the fulfillment process, we may offer a replacement, reshipment, refund, partial refund, or store credit, as appropriate under the circumstances and applicable law.

Missing, Lost, or Stolen Packages

If tracking shows that your package has been delivered but you cannot locate it, please first check with household members, neighbors, your building or leasing office, and the carrier.

Then contact the carrier directly to request delivery details or open an investigation. You must also contact Elevana at hello@elevanastore.com within 7 calendar days of the marked delivery date.

We may request your order number, delivery address confirmation, carrier case number, and any other reasonable documentation needed to investigate.

Packages marked as delivered by the carrier are generally considered fulfilled. Elevana is not responsible for theft or loss that occurs after a carrier confirms delivery to the address provided at checkout. However, we may review each situation individually and assist where reasonably possible.

If the carrier confirms that an order was lost in transit before delivery, or if we determine that the package was not successfully delivered due to an issue within our control, we may offer a replacement, reshipment, store credit, or refund as appropriate.

Returns for Change of Mind

Because Elevana products may be personal-use, fitness, wellness, or hygiene-sensitive items, we do not automatically accept returns or provide refunds for change-of-mind purchases, including situations where a customer no longer wants the product, selected the wrong item, did not read the product description, ordered by mistake, found the product elsewhere, or expected a result not expressly guaranteed by us.

If you believe you have a valid return request, contact us at hello@elevanastore.com within 14 calendar days after confirmed delivery. All return requests require prior written authorization from Elevana.

To qualify for consideration, an item must generally be unused, unopened, in original condition, with original packaging, accessories, manuals, and proof of purchase. Items that have been used, assembled, altered, damaged after delivery, missing original packaging, or returned without approval may be refused.

Approval of a discretionary return request is determined case by case. If approved, the customer may be responsible for return shipping costs unless the return results from a verified damaged, defective, or incorrect item.

Do not send a return to any address shown on a package unless we have specifically instructed you to do so in writing. Returns sent without authorization, to an incorrect address, or without a valid return reference may not be accepted or refunded.

Non-Returnable Items

Unless required by applicable law, the following are generally not eligible for return, refund, or exchange:

Used, assembled, worn, washed, altered, damaged, or incomplete products
Products with missing, damaged, or discarded original packaging
Items without proof of purchase from Elevana
Products returned without prior written authorization
Gift cards, downloadable products, digital items, or final-sale items
Promotional, bundled, clearance, or free items, unless required by law
Orders delayed because of customer address errors, refused delivery, failure to collect a package, or carrier delays outside our control
Items where the requested outcome is based solely on dissatisfaction with personal fitness, wellness, body-shaping, or performance results

Nothing in this policy is intended to restrict rights that cannot be waived under applicable consumer-protection law.

Refund Decisions and Timing

All refund requests are reviewed individually after we receive the required information and, when applicable, the returned item.

If a refund is approved, it will be issued to the original payment method. Refund posting times vary by bank or payment provider and may take 5–10 business days after processing to appear on your statement.

Original shipping costs, expedited shipping fees, payment-processing fees, return-shipping costs, customs duties, and return-to-sender costs are non-refundable unless we determine the item was damaged, defective, or incorrect due to an error attributable to Elevana, our supplier, or our fulfillment process, or unless otherwise required by law.

We reserve the right to issue a replacement, reshipment, partial refund, store credit, or another appropriate remedy instead of a full refund when legally permitted and reasonable based on the circumstances.

Order Cancellations

You may request to cancel an order by emailing hello@elevanastore.com as soon as possible.

We cannot guarantee cancellation requests because orders may be processed quickly. Once an order has been processed, transmitted to a fulfillment partner, or shipped, it cannot be canceled and will instead be subject to this policy.

If Elevana cancels an order before shipment, we will issue a refund for the canceled, unshipped items.

Chargebacks and Payment Disputes

We are committed to resolving legitimate concerns fairly and promptly. Before filing a chargeback, payment dispute, or claim with your bank, card issuer, or payment provider, please contact us at hello@elevanastore.com so we can review the issue and attempt to provide a resolution.

A payment dispute should not be used as a substitute for contacting customer support, requesting a return, or following this policy.

By placing an order, you acknowledge that you have reviewed the product information, pricing, estimated processing and shipping timeframes, and this Shipping and Refund Policy before completing checkout.

If a chargeback or payment dispute is filed, Elevana may provide relevant documentation to the payment processor, bank, or card network. This may include order confirmation, billing and shipping information, IP address and device data where available, checkout acceptance records, product-page information, policy acceptance, customer communications, tracking records, delivery confirmation, photographs, and refund or replacement communications.

Delivery confirmation, customer correspondence, and evidence that the order was shipped or delivered can be important evidence in a payment dispute.

We reserve the right to dispute chargebacks that we reasonably believe are fraudulent, abusive, inaccurate, or filed for an order that was properly authorized, fulfilled, delivered, or resolved in accordance with this policy and applicable law.

Nothing in this section prevents a customer from exercising legitimate rights under applicable law or from initiating a valid dispute with a payment provider.

Fraud Prevention

To protect customers and Elevana, we may screen orders for potential fraud and may request additional verification before processing or shipping an order.

We reserve the right to cancel, limit, or refuse an order that appears fraudulent, unauthorized, abusive, or inconsistent with our policies. If we cancel an order before shipment, we will refund the amount paid for the canceled, unshipped items.