Frequently Asked Questions (FAQ)
Orders
How to place an order?
Browse our products, add selected items to your cart, and proceed to checkout. Enter your details and payment information to complete the purchase.
Can I change or cancel my order?
Once an order is placed, we cannot guarantee the ability to change the address or products. If you notice an error, please contact us immediately at support@eltylab.com. If the order has not yet been processed, we will do our best to update it.
Shipping and Delivery
When will I receive my order?
Orders are processed within 0–3 business days (Mon.–Fri.). Shipping takes 4–9 business days. Total delivery time: 4–12 business days.
How can I track my order?
After your order is shipped, you will receive a confirmation email containing a link to track your shipment.
Why is my tracking number not working?
Tracking updates may take up to 3 days. During this time, you may see the message “Info Received” – this means that the package has been handed over to the courier but has not yet been scanned.
My order is marked as “Delivered,” but I have not received it.
Sometimes tracking updates occur before the actual delivery. Please wait an additional 3 days. If you still have not received your shipment, contact us, and we will conduct an investigation.
Will I have to pay customs or import fees?
Orders from outside the EU may be subject to customs fees or taxes. These are the customer's responsibility.
Is my shipment insured?
Yes. All shipments are insured and trackable until delivery is confirmed by the courier.
Payments
What payment methods do you accept?
We accept major credit and debit cards, PayPal, and local payment methods displayed during checkout.
Are my payment details secure?
Yes. All payments are processed securely by our trusted providers (Shopify Payments and partners) and comply with PCI DSS standards.
Returns and Refunds
What is your return policy?
We offer a 60-day return window. Products must be unused, unopened (in the case of supplements), and in their original packaging. For complete information, please review our Return Policy.
Do you accept product exchanges?
Yes. The quickest method is to return the original product and place a new order.
Contact Elt
How to contact customer service?
Email: support@eltylab.com