Elowon Shipping & Delivery Policy

Last Updated: 10th October 2026

At Elowon, we aim to process and deliver your orders as quickly and securely as possible. To maintain fast delivery times and protect our customers from logistics fraud and package loss, all shipments are subject to the terms and conditions outlined below.

1. Processing Times & Dispatch

• Order Processing: All orders are processed within 1 to 5 business days (excluding weekends and public holidays) after receiving your order confirmation email.

• Order Modifications & Address Changes: Due to automated fulfillment workflows, address changes, item modifications must be requested within 1 hour of purchase. Once an order has entered fulfillment or received a tracking number, no address updates or cancellations can be made. Elowon is not liable for orders shipped to an incorrect address provided at checkout.

• High-Volume Delays: During seasonal peaks or promotional events, processing times may extend slightly. You will receive an automated email containing tracking information once your package has been dispatched.

2. Shipping Rates, Delivery Estimates & Courier Selection

Shipping costs for your order are calculated and displayed at checkout based on destination, weight, and selected service level.

Delivery times are estimates provided by shipping carriers and are not guaranteed. Elowon is not responsible for transit delays caused by weather, carrier backlogs, global supply chain disruptions, or customs clearance holds.

3. Address Verification & Undeliverable Packages

To ensure secure delivery and eliminate fraudulent order attempts, Elowon enforces strict address protocols:

• Address Validation: Orders must be placed with complete, verified physical addresses. We reserve the right to flag and hold orders with incomplete addresses, mismatched billing/shipping information, or unverified secondary locations.

• P.O. Boxes & Freight Forwarders:

  • Elowon reserves the right to decline shipment to Freight Forwarding services, re-shippers, or temporary accommodation addresses (e.g., hotels, short-term rentals) if flagged by fraud detection systems.

  • Deliveries to P.O. Boxes are shipped at the customer's risk; carrier delivery proof to a P.O. Box completes our fulfillment obligation.

• Returned to Sender / Failed Deliveries: If a package is returned to us as undeliverable due to:

  1. An incorrect or incomplete address provided by the buyer,

  2. Failure to collect the package from a local carrier hub/collection point after a missed delivery attempt, or

  3. Refusal of delivery upon arrival,

  the customer will be refunded for the product value minus original shipping costs and any carrier return-to-sender fees incurred by Elowon. Re-shipping fees will apply to re-send returned packages.

4. International Shipping, Customs, Duties & Taxes

• Import Liabilities: For international orders, your package may be subject to import duties, taxes (including VAT/GST), and customs handling fees levied once the shipment reaches your destination country.

• Customer Responsibility: All customs duties, tariffs, taxes, and handling fees are the sole responsibility of the recipient. Elowon has no control over these charges and cannot predict their amount.

• Customs Clearance Delays: Elowon is not responsible for delays caused by local customs inspections or regulatory holds.

• Refused International Shipments: If you refuse an international package to avoid customs fees or taxes, the package will be abandoned by the carrier or returned to us. In such cases, no refunds will be issued, or return transport/disposal costs will be deducted from any potential refund.

5. Lost, Stolen, or Damaged Packages (Anti-Abuse Protocols)

Elowon uses carrier GPS tracking and digital delivery scans to confirm successful delivery.

A. Items Damaged in Transit

If your package arrives physically damaged:

1. Save all packaging materials, outer shipping boxes, and damaged goods.

2. Submit clear photos/videos of the outer package label, damaged box, and damaged product to info@elowon.comwithin 48 hours of delivery.

3. Upon review, Elowon will file a carrier claim and arrange a replacement or refund.

B. Packages Marked "Delivered" But Missing (Stolen/Porch Piracy Claims)

If a carrier tracking status indicates "Delivered" with GPS verification, but you cannot find your package:

• Step 1: Check surrounding areas, porch corners, mail rooms, and confirm with household members or neighbors.

• Step 2: Wait 24 hours (carriers occasionally scan packages as delivered shortly before physical drop-off).

• Step 3: Contact info@elowon.com to report the issue.

Anti-Abuse & Anti-Fraud Process for Missing "Delivered" Goods:

1. Mandatory Carrier Investigation: Elowon will initiate a formal trace and carrier investigation (including GPS coordinates scan verification).

2. Police / Carrier Affidavit Requirement: For high-value orders marked as delivered, customers must submit a signed Stolen Package Affidavit and, where requested, a copy of a filed local police theft report prior to any replacement or refund consideration.

3. Third-Party Theft: Elowon is not financially responsible for stolen packages ("porch piracy") after confirmed delivery by the carrier. We strongly encourage customers to select signature-required delivery options or secure delivery locations at checkout.

6. Fraud Prevention & Chargeback Safeguards

• Order Verification Hold: High-value orders, orders with non-matching billing/shipping details, or orders flagged by fraud prevention filters may require identity verification (such as ID confirmation or phone verification) before dispatch.

• Tracking & Proof of Delivery: Elowon relies on official carrier tracking data (including carrier timestamps, GPS location logs, and signature captures) as binding proof of delivery.

• Unwarranted Chargebacks: Submitting a fraudulent payment dispute or credit card chargeback claiming non-receipt when carrier tracking confirms delivery to the provided shipping address will result in permanent account blacklisting, referral to anti-fraud databases, and legal recovery actions where applicable.

7. Contact Us

For questions regarding shipping times, active tracking updates, or delivery issues, please reach out to our logistics team at:

Elowon Support

Email: info@elowon.com

 

 

 

 

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