Orders and Shipping
Why can't I log in to my account?
More than likely it is because you have checked out as a guest and haven't activated an account. Please contact us, send a copy of your license, and we will send you an account activation email for you to create your password.
How do I use my points?
Log in to your account, click on the rewards button in the bottom left corner of the web page (phone or computer), then click on ways to redeem. When logged in you will be able to see your point balance. When you redeem points, a discount code will be generated to use during checkout ($1 for every 1000 points redeemed). Most customers store up their points to use for a larger discount on a big order. The discount code generated cannot be combined with another discount code.
Can I change or add to my Order?
As long as the order hasn't been fulfilled/shipped, we can add or delete items, change the shipping method, or apply a discount to any order.
Can I add insurance or a signature to my order?
Absolutely! Please contact us and let us know if you would like insurance and/or a signature confirmation on your shipment. There will be a small extra charge to add these services.
What if my products arrived damaged?
If the product itself is damaged and compromised we will ship you a replacement. If only the packaging is damaged we do not replace boxes or packaging.
Can I return items from my order?
If you contact us within 3 days of delivery and the products are unopened and in resaleable condition we will issue an E gift card upon receipt and inspection of the products. We do not provide return labels unless we caused an issue with the order. Mail products to:
Elleebana Store USA
73 E 800 N
Spanish Fork, Utah 84660
When will I receive my order?
Depending on the shipping method you choose, you should receive your order within 1-10 days. Packages are delivered 6 days a week (M-S) with both USPS and FedEx (certain shipping options only). If you need a package shipped overnight for Saturday delivery please choose the correct shipping method. Please pay attention to the delivery days. They are noted as business days not calendar days. i.e. if you order 2 day FedEx on Thursday your package will be delivered on Monday.
When will my order ship?
We ship orders daily (except Saturday and Sunday). If your order is placed before 4 PM Mountain Standard Time (3 PM for USPS 1-2 day option) it will ship the same day. You should always receive an email with a tracking number or by text if you select that option at checkout. If you do not receive tracking information please contact us by email, text, or phone and we will provide you with your tracking number. Please always check your spam folder for emails that you might be missing.
What do I do if my order shows that it has been delivered and I have not received it?
Unfortunately we cannot hand deliver packages to you and sometimes packages are miss delivered or delayed. We have no control over packages once they leave our warehouse and are placed in the hands of the carriers. Contact your local post office and they can pinpoint where your package was last scanned via GPS. If your package was shipped FedEx, contact them directly at 1-800-463-3339. They will file a claim and/or contact the delivery driver to determine where the package was last scanned. Please keep in mind that all carriers are shorthanded and have many sub drivers working that aren't as familiar with the routes. We are not responsible for lost or stolen packages.
Why does my order have to be in before 4 PM Mountain Time in order to ship the same day?
We need time to process the orders and physically take them to the post office or FedEx shipping hub. The post office and FedEx pick up packages each evening so that first day does not count towards the shipping time. For example a one day package with arrive the next business day. A FedEx 2-3 package ordered before 4 PM on Monday should arrive either Wednesday or Thursday. A package shipped on Friday would arrive Tuesday or Wednesday.