Shipping policy
Shipping Policy
Effective Date: May 23, 2026 Last Updated: May 23, 2026
This Shipping Policy ("Policy") explains how Elumia ("Elumia," "we," "us," or "our") processes and ships orders placed through shopelumia.com (the "Site"). This Policy forms part of, and should be read together with, our Terms of Service and our Return & Refund Policy. By placing an order, you agree to the terms of this Policy. Where any conflict exists, the terms more protective of Elumia control.
1. Where We Ship
Elumia ships primarily to customers within the United States.
We also ship to our secondary markets:
- United Kingdom
- Canada
- Australia
- New Zealand
From time to time, at our sole discretion, we may also accept orders from other countries. The availability of shipping to any destination is not guaranteed and may be discontinued at any time without notice.
Some addresses and territories — including (but not limited to) PO boxes, APO/FPO/DPO addresses, freight forwarders, and certain remote regions — may be unavailable for delivery or may incur additional fees and longer transit times. We reserve the right to refuse or cancel any order shipping to such an address.
2. Order Processing Time
Orders are typically processed and dispatched from our fulfillment facility within 24 to 72 hours of order confirmation, excluding weekends and U.S. federal holidays.
Processing may be delayed during high-volume periods (such as new product launches, promotions, sales events, and holidays), during weather events, or due to circumstances beyond our reasonable control. Processing times are estimates only and are not guaranteed.
Orders flagged by our fraud-prevention systems may require additional verification before dispatch and may be delayed or cancelled at our discretion.
3. Delivery Time
Once dispatched, estimated delivery times are:
| Destination | Estimated Transit Time |
|---|---|
| United States | 7–14 business days |
| United Kingdom, Canada, Australia, New Zealand | 7–14 business days |
| Other countries (where available) | 7–14 business days, plus any customs delays |
Business days exclude weekends and public holidays in the origin and destination countries.
All delivery times are estimates and are not guaranteed. Actual delivery times depend on the carrier, destination, customs clearance, weather, and other factors outside our control.
4. Shipping Rates & Taxes
Shipping rates are calculated at checkout based on destination, weight, and shipping method selected. The rate displayed at checkout is the rate that applies to your order.
Applicable sales tax, VAT, GST, or equivalent indirect tax may be added at checkout where required by law.
5. International Orders — Duties, Taxes & Customs
For orders shipped outside the United States, the customer is the importer of record and is solely responsible for:
- All import duties, customs fees, taxes (including VAT and GST), brokerage charges, and any other fees imposed by the destination country;
- Compliance with all applicable laws and regulations of the destination country, including any restrictions on the importation of dietary supplements;
- Providing accurate delivery and contact information, including any local identification numbers required for customs clearance.
These charges are not included in the price of the product or the shipping fee at checkout, are determined by the destination country's customs authority, and are payable directly by the customer to the carrier or customs authority.
If a customer refuses to pay duties or taxes and the package is abandoned, returned, or destroyed by customs, no refund will be issued for the product, original shipping, or any return shipping charged back to us. Any actual return shipping or customs fees we incur may be deducted from any refund issued at our discretion.
We do not under-declare the value of any shipment or mark shipments as "gift" to assist with customs avoidance.
6. Carrier Handoff & Transfer of Risk
Once an order is handed off to the carrier:
- Title and risk of loss pass to the customer.
- The package is in the custody and control of the carrier.
- Elumia is not liable for any delay, damage, theft, loss, or non-delivery caused by the carrier, customs, weather, force majeure, incorrect or incomplete shipping information provided by the customer, or any event after handoff.
Tracking information (where available) will be sent to the email address on file. Tracking is provided by the carrier, may not update in real time, and is the most reliable source for the status of your shipment.
7. Shipping Address — Customer Responsibility
It is the customer's sole responsibility to provide an accurate, complete, and deliverable shipping address at checkout. We are not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
- Address changes after an order is placed are not guaranteed and must be requested as soon as possible by contacting support@shopelumia.com. Once an order is fulfilled, we cannot intercept or modify it.
- If a package is returned to us due to an incorrect address, undeliverable address, refused delivery, or failure to collect, we may, at our discretion, either (a) reship the order with the customer paying a new shipping fee, or (b) issue a refund for the product only, less the 15% restocking fee and original shipping costs.
- Address changes after dispatch are subject to carrier policies and any associated fees, which will be charged to the customer.
8. Delivery Confirmation, Missing, or Stolen Packages
The carrier's tracking and proof-of-delivery records are the authoritative record of delivery. If tracking shows your package as delivered but you have not received it, we recommend the following steps before contacting us:
- Check around the delivery location (porch, side door, mailbox, garage, with neighbors, with building reception).
- Confirm the shipping address on the order is correct.
- Wait 1–2 business days, as some carriers mark packages as delivered before the actual drop-off.
- Contact the carrier directly to open a trace or investigation.
If the package is still missing, contact us at support@shopelumia.com within seven (7) days of the latest tracking event.
We are not liable for packages marked as delivered but not received, or for packages stolen after delivery. We may, at our sole discretion and as a one-time goodwill gesture, assist with the carrier claim or offer a replacement at the customer's expense. Any such gesture is discretionary, does not constitute an admission of liability, and does not establish a precedent for future orders.
9. Damaged or Lost in Transit
If your package arrives visibly damaged, please refuse delivery where possible and contact us within seven (7) days of delivery at support@shopelumia.com with:
- Your order number;
- A clear description of the issue;
- Photographs of the damaged packaging and product.
For verified damage occurring in transit, we will, at our sole discretion, either (a) send a replacement at no additional charge, or (b) issue a refund for the product. See our Return & Refund Policy for full details.
For packages lost in transit (i.e., tracking has not updated for an extended period and the carrier confirms loss), contact us within seven (7) days of the latest tracking event. We may, at our discretion, file a claim with the carrier on your behalf and, depending on the outcome, offer a replacement or refund.
10. Carrier Selection
We select carriers based on destination, package weight, speed, cost, and operational considerations. Carriers used may include (without limitation) USPS, UPS, FedEx, DHL, Royal Mail, Canada Post, Australia Post, NZ Post, and various international and last-mile partners.
We reserve the right to use any carrier or shipping method we deem appropriate and to change carriers at any time without notice.
11. Restricted Products & Compliance
Customers are solely responsible for ensuring that the products ordered are legal to import, possess, and use in their jurisdiction. We do not guarantee that our products comply with the laws or regulations of any country other than the United States. If a product is seized, destroyed, or returned by customs or any regulatory authority due to local restrictions, no refund will be issued for the product, shipping, or related fees.
12. Force Majeure & Carrier Disruptions
We are not liable for any failure or delay in shipping or delivery caused by events outside our reasonable control, including (without limitation) acts of God, natural disasters, pandemic or epidemic, war, civil unrest, government action or sanctions, customs delays, labor disputes or strikes, carrier capacity issues, fuel or supply shortages, utility or internet outages, severe weather, or any other force majeure event.
In such cases, dispatch and delivery timeframes are suspended for the duration of the event, and no refund or compensation will be due solely on account of the delay.
13. Changes to This Policy
We may update this Shipping Policy at any time at our sole discretion. The version in effect on the date of your order applies to that order. The most current version will be posted on the Site with a new "Last Updated" date.
14. Contact Us
Questions about your shipment or this Policy? Get in touch:
Elumia Customer Support Email: support@shopelumia.com Phone: +1 (934) 241-2171 Website: shopelumia.com
When contacting us, please include your order number and tracking number (if available) so we can help as quickly as possible.
By placing an order on shopelumia.com, you acknowledge that you have read, understood, and agree to this Shipping Policy.