Shipping policy
Shipping Policy
What countries do you ship to?
We currently ship only within the United States—and the best part? We offer free shipping on every order! We’re working hard to expand internationally in the future. If you’d like Elixir products in your country, please email us at info@elixirinnovation.com to share your request—we’d love to hear from you.
Is processing time separate from shipping time?
Yes, they’re distinct steps! Processing takes 1 business day to confirm, pack, and prepare your order for shipment. Once it’s handed off to the carrier (USPS or FedEx), shipping begins—and it’s free on every order. You’ll receive a tracking number as soon as your order ships. Shipping typically takes 2-3 business days within the US, depending on your location.
How do I update my address if the order has already shipped?
No worries—mistakes happen! If your order has shipped (with free shipping, of course!), you can use USPS or FedEx package intercept services to update the delivery address, as long as the package is in transit and tracking shows movement. Visit the carrier’s website with your tracking number to make the change directly.
What if I can’t receive my package?
If you won’t be available to accept delivery, you can request a hold through the carrier’s intercept service (available with USPS or FedEx). They can keep it at a local post office or carrier access point for you to pick up at your convenience. Check your tracking details for options—your free shipping order deserves to reach you safely!
My tracking shows “label created” but no movement—where’s my package?
When a shipping label is created, it means your order is queued for pickup by the carrier. It can take up to 48 hours for the package to be scanned and begin moving with our free shipping service. Sometimes it’s already with the carrier but hasn’t been updated in the system yet. If there’s no movement after 48 hours, feel free to contact our Customer Experience team at info@elixirinnovation.com or reach out to the carrier directly with your tracking number for an update.
Tracking says “delivered,” but I don’t have it—what do I do?
Occasionally, delivery scans occur before the package physically arrives. Wait up to 48 hours, as it might still be en route or left in a safe spot (e.g., mailbox, porch, or with a neighbor). If it’s still missing, check with the carrier using your tracking number for clarification. If you need further help with your free shipping order, email us at info@elixirinnovation.com, and we’ll assist you.
What happens if my package is lost or damaged?
If your package is lost in transit or arrives damaged, please contact our Customer Experience team at info@elixirinnovation.com within 7 days of the expected delivery date. Include your order number and tracking details, and we’ll work with the carrier to resolve it. For damaged items, photos may be requested to process a replacement or refund—our free shipping promise includes making things right.
Are customs fees included in the shipping price?
Since we ship exclusively within the US with free shipping on every order, customs fees typically don’t apply. However, if an order is routed through a territory or region with specific import requirements, additional fees may arise. These are not covered by us and are the customer’s responsibility. Please note: No refunds will be issued for orders abandoned due to unpaid customs fees or import restrictions.
Which carriers do you use, and can I choose my shipping method?
We partner with USPS and FedEx to deliver your orders reliably—and yes, shipping is free on every order! At checkout, you’ll see available shipping options (e.g., standard or expedited) with estimated delivery times. While stand shipping is free, the expedited options will have an additional fee if you’d like faster delivery.
