Orders are processed and shipped within 1–4 business days (Monday–Friday).
During new product launches or holidays, processing may take up to 5–7 business days.

📌 Processing time is separate from shipping time.

• Ontario: 2–7 business days
• United States: 5–17 business days
• International: 14–21 business days

📌 Delivery times are estimates only and may vary due to carriers, customs clearance, or inspections. International orders may take longer.

United States 🇺🇸
All applicable duties and tariffs are calculated at checkout, and no additional import fees will be charged upon delivery.

Other Countries 🌏
Orders may be subject to customs duties, taxes, or import fees determined by the destination country. These charges are the responsibility of the customer.

📌 Customs policies vary by country and may cause delays beyond our control

• All orders will be provided with a tracking number once shipped.
• Please allow 1–3 business days for tracking information to update after shipment.

📦 Responsibility After Shipment
Once the package has been handed over to the carrier, shipping is handled by the carrier. We are not responsible for delays caused by:

• Shipping carriers
• Customs clearance
• Weather or unforeseen circumstances

🚚 Lost or Delayed Packages

• If your tracking shows no updates for an extended period, please contact us and we will assist you in opening an investigation with the carrier.
• If your package is lost in transit, please contact us. We will assist you in opening an investigation with the carrier. Once the package is confirmed lost, we will offer a replacement or refund.

📍 Incorrect Address / Delivery Issues

• Please ensure your shipping address is correct before placing your order.
• We are not responsible for packages lost due to incorrect or incomplete addresses.
• If a package is returned to us, additional shipping fees may apply for reshipment.

All sales are final. Due to hygiene reasons, we do not offer refunds.

Returns are accepted for unused and unopened items only. You must contact us within 5 business days of delivery for approval. Customers are responsible for return shipping, and original shipping fees are non-refundable. Approved returns will receive store credit (digital gift card) after inspection.

We do not accept returns for opened/used items, change of mind, unauthorized returns, final sale or promotional items, minor packaging issues, or shipping delays caused by carriers.

For incorrect, missing, or damaged items, please contact us within 5 business days with your order details and clear photos. We will review within 3–5 business days and offer a replacement or store credit if applicable.

Please ensure your shipping address is correct. Orders cannot be changed or canceled once shipped.

If a package is lost, we will assist with carrier investigation and may offer replacement or store credit if confirmed lost. If tracking shows “Delivered,” responsibility lies with the carrier.

For any issues, please contact us before initiating disputes.

We are pleased to offer free pickup for our customers from our fulfillment location in Scarborough Ontario. Below is an outline of how our pickup process works and what you need to know:

⏱ Pickup Timeframe

• Orders are typically prepared within 1–2 business days
• Please wait until you receive your pickup notification email before coming to pick up your order to ensure it is ready
• Pickup Deadline: All orders must be picked up within 30 days of receiving the pickup notification email
• If the order is not picked up within 30 days of the initial notification, it will be automatically converted to store credit

🧾 Pickup Requirements

To help us prepare your order efficiently, please have your order confirmation or order number ready when picking up. A valid ID may be requested for verification.

🚚 Shipping Alternative

If you are unable to pick up your order and prefer shipping instead, please contact us at elephantbeautysupply@gmail.com or send us a direct message for assistance. Shipping charges will apply.