FAQ

Orders & shipping

How long does delivery take?

Orders are prepared in 1–3 business days. After dispatch, delivery takes about 8–12 business days. In total, your order arrives within 9–15 business days to the United States, Canada and Australia. You'll receive a tracking number by email when your order ships. See our Shipping Policy.

Do you offer free shipping?

Yes. Shipping is free and tracked on all orders to the United States, Canada and Australia.

Can I track my order?

Yes. Once your order ships, you'll receive an email with your tracking number. You can also visit our Track My Order page.

Which countries do you ship to?

We currently ship to the United States, Canada and Australia.

Will I pay customs duties or import taxes?

No. We cover import duties on every order. For the United States, import tariffs are prepaid as part of our shipping. If a carrier in Canada or Australia ever asks you to pay an import fee on delivery, email us the receipt and we'll refund it in full. In Australia, GST is collected at checkout where required by law. See our Shipping Policy.

Can I cancel my order?

Yes, free of charge, as long as it hasn't shipped yet. Email us as soon as possible.

Products

Are your products safe for pets?

We select products made from pet-friendly materials and list each product's materials on its page. Always choose the right size, follow the instructions and supervise your pet with a new product.

How do I choose the right size?

Each product page lists the available sizes and dimensions. Measure your pet (length, weight or neck, depending on the product) before ordering. If you're unsure, email us and we'll help.

My product arrived damaged or faulty. What do I do?

Email support@eloria.pet with your order number and a photo. We'll repair, replace or refund it free of charge, including return shipping.

Returns & refunds

What is your return policy?

You can return unused items within 30 days of delivery if you change your mind. Return shipping is paid by the customer and a 15% restocking fee applies to change-of-mind refunds. Faulty, damaged or incorrect items are repaired, replaced or refunded free of charge, with no fee. See our Refund Policy.

How long does a refund take?

Refunds are issued to your original payment method within 10 business days of receiving and inspecting your return.