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SHIPPING & FAQ

*Important Note: Due to COVID-19, postal networks are experiencing international delivery delays, please allow additional time for the delivery of your order. We appreciate your continued support during this tough time and thank you for being part of the Pets Love Surprises Family.

HOW MUCH DOES SHIPPING COST AND HOW LONG IS DELIVERY?

We currently offer Free Standard Shipping on all orders over $35 from our warehouses in Asia, Europe or in the USA. No promotion code necessary. 

No hidden fee guaranteed.

Orders can take between 7-14 business days, although most of the time they arrive earlier. We use that time frame to take into consideration any potential delays during transit, which are unfortunately out of our control. 

HOW DO I TRACK MY ORDER?

All orders from ElaNuRa are sent via a traceable method.

You can easily check the tracking status by entering your Order Number (e.g. " 8815 ") and your personal email on the Track Orders Page.

HOW DO I USE A DISCOUNT CODE?

Once you've reached the checkout stage, enter your discount code into our discount bar and click 'Apply'. If the code is valid, your discount will be applied.

Please note, only one promotion/discount code is redeemable per order.

WHEN WILL MY ORDER BE SENT OUT?

Orders are dispatched between Monday - Friday 9.30 am - 6.30 pm GMT.

Please allow up to 1-4 business days from order confirmation to dispatch.

Orders placed on Public Holidays or Weekends will begin their processing on the next business day.

SHIPPING TO OVER 200 COUNTRIES

We are proud to offer international shipping services. However, there are some locations we are unable to ship to. If you happen to be from one of those countries we will contact you.

AVERAGE SHIPPING TIME

Shipping time varies by location.

United States

7-14 Business days

Europe, UK

7-14 Business days

Australia, New Zealand

7-14 Business days

Japan

7-14 Business days

Canada

7-16 Business days

 

Max delivery time – 45 business days.

*This doesn’t include our 2-5 working days processing time.

*All shipping times exclude clearance/customs delays

TRACKING INFORMATION

You will receive an email with a tracking number once your order is processed and shipped. 

LOST/MISSING PACKAGES

ElaNuRa are not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address are correct before processing your order. If we have made an error,we will fully take responsibility for the original order that was made for you at no charge.

WILL MY ITEMS BE SENT IN ONE PACKAGE?

If you ordered two items on the same day, in most cases you will receive them in one package. However, if one of the items you ordered was low in stock, that's when you may receive one item before the next. So don't panic if you don't receive all of your items at once… they will get to you!  

WHAT DOES BEING PROCESSED MEAN?

We have received your order and we are quality checking and preparing your order for shipment.

Orders are dispatched between Monday - Friday 9.00am - 8.00pm GMT. Please allow up to 48 hours from order confirmation to dispatch.

Orders placed on Public Holidays or Weekends will begin their processing on the next business day.

WHAT’S YOUR RETURN/REFUND POLICY? 

We accept returns within 30 days of delivery.

Please click here to read our full refund policy.

I DON'T HAVE A TRACKING NUMBER, WHEN WILL I GET IT?

Please allow 24-72 hours to receive your tracking information after your order has been shipped.

If you still haven't received your tracking information within this timeframe after your order has been shipped, please contact us at shop@elanura.com

OH NO, I ORDERED THE WRONG SIZE OR COLOUR! I PUT IN THE WRONG SHIPPING ADDRESS! CAN I CHANGE IT?

If this happens to you, just contact us as soon as you can and we MIGHT be able to take care of it.

However, we can't make any promises. We usually start processing your order immediately after you place an order.

If your order has already been shipped, take heart. We'll still try to make it right. We know how frustrating it can be to pay for something you can't use. 

WHAT IF MY ITEM IS FAULTY?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, we will help resolve the problem as fast as possible. 

Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us via email at shop@elanura.com or on our Official Facebook Page. For more information, please see our refund policy.

HOW CAN I PAY FOR MY ONLINE PURCHASES?

You can pay by VISA, MASTERCARD or AMERICAN EXPRESS.

WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?

At any time message us on our Official Facebook Page or email us at shop@elanura.com

DO YOU CHARGE ANY CUSTOM FEES?

For our UK customers, you’ll be charged a Customs Duty on gifts and other goods sent from outside the EU by your local government if they’re above a certain value.

Anything under £135 No charge. Anything worth £135 -£630, 2.5% depending on the goods your purchase and you can obtain more information by contacting your local government.

NEED ANY FURTHER HELP?

At ElaNuRa we're always working to improve your experience with fast, simple and easy online shopping; we would love to hear your feedback and ideas from placing your order.

Email us at shop@elanura.com