FAQ
1. How can I contact Elarae?
You can reach us anytime at sales@elarae.shop. We aim to respond within 1–2 business days. Need to chat? Our business hours are Monday to Friday, 9:00 AM–6:00 PM (ET).
2. What are your shipping options and costs?
We offer free standard shipping on U.S. orders over $55.
- Standard shipping: $6.80
3. Do you ship internationally?
Not yet, but we’re working on it! Currently, we only ship within the United States.
4. What is your return policy?
Changed your mind? No problem. We accept returns within 14 days of delivery for most unused, unopened items. Return shipping costs are the responsibility of the customer unless the item was defective or incorrect.
5. How can I return an item?
Email us at sales@elarae.shop with your order number and reason for return. We’ll provide return instructions and address.
6. When will I receive my refund?
Once we receive and inspect your return, refunds are typically processed within 5–7 business days. It may take additional time for the funds to reflect in your original payment method.
7. Can I exchange an item?
We don’t offer direct exchanges. If you need a different item, please return your original order and place a new one separately.
8. Are there any non-returnable items?
Yes. For hygiene, safety, and quality assurance reasons, the following items cannot be returned:
- Opened or used plush toys, stress relief items, or sensory products
- Blind box or surprise toys that have been opened
- Any item marked as “Final Sale”
We want all our customers to feel confident that their products are brand new and untouched — thanks for understanding!
9. How do I track my order?
Once your order ships, we’ll email you a tracking number. You can also track your package anytime using the link in your shipping confirmation email.
10. How can I cancel my order?
If your order hasn’t shipped yet, email us at sales@elarae.shop as soon as possible. Once an order is processed or shipped, it cannot be canceled.
11. What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover. For more details, please visit our Payment Policy page.
12. Is my payment information secure?
Yes! We use SSL encryption to ensure that all personal and payment information is transmitted securely. Additionally, we comply with PCI DSS (Payment Card Industry Data Security Standard) to protect your sensitive data. Your privacy and security are our top priorities.
Still have questions?
Feel free to reach out to our support team. We’re happy to help!