Shipping policy

At ellaandelliot.com, we strive to provide you with a unique customer experience, similar to the one you would expect visiting the ella + elliot flagship store. Making sure you're satisfied with your purchase is our top priority. Reading our Shipping Information will help us make you happy. Please don't skip over the boring part! You may also want to check out our Terms & Conditions .

General Shipping Information

Shipping charges will populate at checkout. Additional charges will apply for White Glove Delivery requests and other alternative shipping methods. Please note: Postal codes in especially remote and rural areas with a POSTAL CODE with the number 0 after the first letter will sometimes require additional shipping charges (a pick-up at the chosen carrier's nearest facility can also be arranged to help lessen these charges). You will be contacted for approval before any additional charges are applied.

In Stock Items will typically ship from the ellaandelliot.com warehouse within 5 to 7 business days of your initial order transaction. In stock items will have no additional lead time listed in the product description. Please allow up to an additional 10 business days for transit time by the carrier to your shipping address. A tracking number will be provided with your shipping confirmation. ellaandelliot.com is not responsible for carrier-related shipping delays.

Special Order Items will ship from the ellaandelliot.com warehouse within the quoted lead time. Special Order items will have a lead time ie: "This product usually ships in 4 to 6 weeks" on the "Pre-Order" button. Lead times are estimates only, as provided by our suppliers. Please allow up to an additional 10 business days for transit time by the carrier to your shipping address. A tracking number will be provided with your shipping confirmation. ellaandelliot.com is not responsible for manufacturer delays, or carrier-related shipping delays.

ellaandelliot.com ships anywhere in Canada, except to P.O. boxes.ellaandelliot.com will not ship to any variation of "PO Box" or "Box #" added to your address. We are not responsible for shipping delays or order cancellation resulting from the addition Box numbers to your address. Please note: Postal codes in especially remote and rural areas with a POSTAL CODE with the number 0 after the first letter will sometimes require additional shipping charges (a pick-up at the chosen carrier's nearest facility can also be arranged to help lessen these charges). You will be contacted for approval before any additional charges are applied.

Shipping Times

Items will typically ship from the ellaandelliot.com warehouse within 5 to 7 business days of your initial order transaction. Exceptions apply: please see each individual product page for details. Individual product pages will specify whether a specific item requires more shipping time. Items with longer shipping times are usually stored off-site, made-to-order, special order, out of stock, or on back order. We are not responsible for manufacturer delays.

Items will usually arrive at the provided shipping address within 10 business days of the ship date. ellaandelliot.com is not responsible for carrier-related shipping delays.

ellaandelliot.com typically ships complete orders only. A shipment of items with varying lead times that appear on the same order will leave our warehouse only when all items on that order are ready to ship. Should you require a partial shipment, you may separate your order prior to check out, or contact customerservice@ellaandelliot.com to arrange a partial shipment. Additional charges may apply.

Shipping Methods

All packages shipped from ellaandelliot.com are shipped "Standard Shipping". "Standard shipping" methods will vary depending on your location, and the items on order. Should you require "Rush Shipping", "White Glove Delivery", "Assembly and Installation" or any other modifications to our usual shipping methods, please contact us before placing your order. Additional charges will apply. Availability and pricing of these additional services will vary depending on your location.

All over-sized orders, including large furniture orders, are typically transported by a freight company to ensure proper care of these large pieces. These companies will deliver such orders curbside only - for insurance reasons. "Curbside delivery" typically means that all packages will be dropped at the first available area that is sheltered from the elements, such as a garage or covered porch. If you require delivery inside your residence, you may ask the freight company when they schedule the delivery with you. They may offer this additional service for a fee. Please note that this service is not offered by ellaandelliot.com; all customers must deal with the carrier directly. Furniture installation and packaging disposal are not included.

Smaller items will typically be shipped using FedEx Ground. Canada Post may be substituted depending on your location and the items that are on order.

Receiving Shipments

You will receive an e-mail with your order’s tracking information once it has shipped. At this point, you may log in to your ellaandelliot.com account to view your updated order status, including the name of the carrier as well as the tracking number. This tracking number allows you to track your shipment through the provided carrier.

You must be present at the shipping address in order to accept the shipment. A signature is required. Our preferred carriers typically make three (3) attempts at delivery. These attempts will occur between 9am - 4pm, Monday to Friday (some exceptions apply). If you cannot be present to accept the shipment, you may contact the carrier directly to arrange a pick-up at one of their facilities. Your tracking information can be found by visiting your recent orders (log in, then click "my account"). If you prefer another shipping method please contact customerservice@ellaandelliot.com for a quote before placing your order online. Additional charges will apply.

You are responsible for providing correct and up-do-date shipping information. To avoid returned packages, please ensure that your shipping address is up-to-date and correct. You will be responsible for full shipping costs if your order is returned. Additional charges may apply to re-send the returned shipment.

Do not accept any damaged packages. Please inspect the packaging upon receipt. If your purchase has arrived with a visibly damaged box or packaging, it is advised that you refuse the shipment. If you decide to accept merchandise that appears to be damaged, please indicate the condition next to your signature on the Bill of Lading when accepting the delivery. Shipping documents should not be signed without recording details of transit damage. (For example: the box is crushed on the top corner, punctured, or wet.) Please notify the shipper of any damages immediately and be certain to retain all original packaging. Claims will require digital photos. ellaandelliot.com is unable to pursue a claim without refusal of the shipment due to damage, or without recording details of transit damage on the delivery receipt. This must be done at the time of delivery. Do not discard the packaging. Please follow the instructions below.

Damages

Please inspect the products you ordered upon receipt.

Any visible damage to the packaging MUST be reported on the carrier’s Bill of Lading which you will be asked to sign when your order is delivered. No damage is too small to note! Scuffing on boxes. Wet boxes. Crushed or punctured corners or sides. Small tears. Tape not secured. Etc.
Report any damage to the actual product(s) with pictures of both product and its packaging (including box and label) to customerservice@ellaandelliot.com. Please include your order number in the subject of the e-mail. Damages MUST be reported to ella + elliot within 48 hours of delivery for any claim to be processed.
Please keep all original packaging.

We will replace all parts that arrived damaged.

Returns and Exchanges

Non-sale merchandise in new and unused condition may be returned with your packing slip up to 30 days from the purchase date for an exchange, credit or refund (less shipping costs).

Non-sale merchandise in new and unused condition returned without a packing slip or after 30 days from the date of purchase will be exchanged for credit only (less shipping costs).

Exceptions apply:

Special Orders are final sale (this includes most of our furniture + all other items that are listed with an extended shipping time ie: 2 to 4 weeks; 4 to 6 weeks, etc).
All sale and clearance purchases are final.
Bedding, car seats, plates, cups, bowls, cutlery, potties, diaper pails and tubs, toiletries and skincare, teethers and pacifiers cannot be returned for sanitary reasons.
All new and unused furniture and gear (strollers + accessories, car seats, etc...) merchandise returned in an opened or missing box is subject to a 20% restocking fee. This does not include special orders, which are final sale.

Please follow the following steps:

Items can only be returned upon being issued a return ticket number issued by ellaandelliot.com. Please contact customerservice@ellaandelliot.com with your order number in the subject and explain whether you would like to exchange an item for another one or if you would prefer a refund. The refund does not include the shipping portion – if applicable. It is limited to the purchase price of the item, including taxes.

Please send your return within 10 days of receiving your ticket number.

Shipping a return item is at the client’s expense.

Pack items carefully in a box suitable for shipping, with appropriate protective packaging if applicable. Items returned with damaged display boxes will be subject to a 20% restocking fee (see above)

Consider insuring your package in case it is lost or damaged in transit. ellaandelliot.com cannot be responsible for items that do not arrive at ellaandelliot.com.

All gift returns may be for credit only; no refunds are available.

Your refund will be processed the same way your purchase was made within two weeks of receiving and inspecting the returned merchandise.

ellaandelliot.com will not accept any return:

without a ticket number
sent COD
if the item is not in its original condition and packaging

Customers are fully responsible for their own measurements. It is not the responsibility of ellaandelliot.com to ensure that any furniture will fit through doorways, hallways, staircases and in rooms.

Any furniture purchase (see "Special Orders" policy above) cannot be returned or exchanged - unless damaged. We will replace any damaged item.