Shipping policy
Last updated: 4 November 2026
ELORIA ships to the United States, Canada and Australia. Every order ships free and with tracking, directly from our fulfilment partners' international warehouses.
1. Processing time
Orders are prepared within 1–3 business days after payment is confirmed. You will receive an email with your tracking number as soon as your order ships.
2. Delivery times
| Destination | Delivery after dispatch | Total (order to door) |
|---|---|---|
| United States | 8–12 business days | 9–15 business days |
| Canada | 8–12 business days | 9–15 business days |
| Australia | 8–12 business days | 9–15 business days |
Business days exclude weekends and public holidays. These are estimates, not guarantees: peak periods (such as Black Friday and the holiday season), customs checks and carrier delays can add time. If your order has not arrived within 15 business days, contact us and we will investigate. If the parcel is lost, we will send a replacement or issue a full refund.
3. Shipping costs
Shipping is free on all orders to the United States, Canada and Australia.
4. Customs duties and import taxes
We cover import duties on every order, so you have nothing extra to pay on delivery.
- United States: import tariffs are prepaid as part of our shipping.
- Canada: if the carrier charges import duties, taxes or a handling fee on delivery, email us the receipt and we will refund it in full.
- Australia: GST on goods up to AUD 1,000 is collected at checkout where required by law. If any other import fee is charged on delivery, email us the receipt and we will refund it in full.
5. Tracking
Use the link in your shipping confirmation email or visit Track My Order. Tracking can take 3–7 days to show movement after dispatch.
6. Lost, delayed or damaged parcels
We are responsible for your order until it is delivered. If your parcel is lost, arrives damaged, or tracking shows “delivered” but you have not received it, email us with your order number (and photos if it is damaged). We will open a claim with the carrier and send a replacement or a refund.
Please check your address carefully at checkout. If a parcel is returned or lost because the address provided was incorrect or incomplete, we will help you recover it, but we may not be able to replace it free of charge.
7. Contact
Questions about delivery? Email support@eloria.pet. We reply within 1 business day (Monday to Friday).