Shipping Information

COVID-19 UPDATE:

Domestic US Orders

US Postal Service: Delays of 1-2 postal days may occur.

UPS: As of March 26th, UPS does not guarantee delivery within the promised timeline until further notice. For more information, please visit their website here.

International Orders

Standard Shipping: Due to COVID-19, some countries have temporarily suspended receiving international mail. Please check to make sure that your country is still receiving packages from the US before placing an order.

Additionally, many international packages are experiencing delays while in transit. Your package may take longer than usual to be delivered or may be returned to us. If your package is returned to us for any reason, a refund will be issued, minus shipping.

Lastly, there is a higher number than usual of international packages that get lost while in transit when shipped via Standard Shipping. If you need your order to be delivered in a timely manner without getting lost, we highly recommend selecting Express Shipping (DHL Express for most destinations).

Express Shipping (DHL Express or UPS Worldwide): Due to COVID-19, there are delays in delivery, but service is still available for most countries. Please refer to the link below for details.

  • US Postal Service (Standard Shipping): A list of countries that we cannot ship to can be found here.
  • UPS Worldwide (Express Shipping): As of March 26th, UPS does not guarantee delivery within the promised timeline until further notice. For more information, please visit their website here.
  • DHL Express (Express Shipping): Deliveries will require more time than usual. More information can be found here.

Customers in Australia: There are significant delays in delivery via Standard Shipping to Australia, especially to the state of Victoria. Additional delays have occurred of up to 5 -7 weeks due to significantly reduced air capacity and high volumes. If you wish to receive your order within a reasonable time frame, we highly recommend selecting Express Shipping (DHL Express).

 

Shipping Rates

Domestic US Orders

Order Total Shipping Method Weight
Flat Shipping Rate
$1.00 - $249.99 Standard Shipping (est 3-7 business days) under 16 oz $6.95
$1.00 - $249.99 Standard Shipping (est 3-7 business days) 16 oz and above $13.95
$250.00 and above Standard Shipping (est 3-7 business days) N/A FREE
$1.00 and above Priority Shipping (est 1-3 business days) up to 3 lbs $15.95
$1.00 and above Priority Shipping (est 1-3 business days) over 3 lbs $19.95
$1.00 and above Overnight (1 business day) ORDERS MUST BE PLACED BY 10 AM PT (contiguous US only) N/A $55.95

International Shipping Rates

Canada Orders
Shipping Method Flat Shipping Rate
Standard Shipping International (est 7-21 business days) $15 and up (varies by weight)
Express Shipping International (est 3-5 business days) $35 and up (varies by weight)
International Orders Outside of Canada
Shipping Method Flat Shipping Rate
Standard Shipping International (est 7-21 business days, no insurance or signature confirmation) $18 and up (varies by weight)
Express Shipping International (est 3-6 business days, includes insurance and signature confirmation) $66 and up (varies by weight)

NOTE: Please note that we ship all international orders as "Merchandise" and the customer may be subject to custom duties or import taxes once the shipment reaches your country. Customers are responsible for these costs and we recommend checking with your local customs office for more information.

Customers in the Middle East, Mexico, and Brazil: If your shipping address is in the Middle East, Mexico, or Brazil, we HIGHLY recommend selecting EXPRESS SHIPPING or making arrangements with a freight forwarding company to ensure delivery.

Shipping FAQs

Q: Do you offer free shipping?

Yes, all orders $250 or above (before taxes and shipping fees) shipping to a US address qualify for free shipping. Please select Free Standard Shipping at checkout. If a faster shipping speed is desired, it must be selected instead of the free shipping option.

Q: Do you ship internationally?

A: Yes, you bet! Please note that we ship all international orders as "Merchandise" and the customer may be subject to custom duties or import taxes once the shipment reaches your country. Customers are responsible for these costs and we recommend checking with your local customs office for more information.

Q: When can I expect to receive my order?

It typically takes about 2 - 4 business days to process and ship out ready to ship items. Some orders, however, may take longer to process. Expedited and Overnight orders are usually fulfilled within 1 - 2 business days. We do not process or ship orders on weekends or holidays.

Items are generally delivered within 3 - 7 business days after it is shipped out, depending on the shipping method and your location. A tracking number will be emailed to you when your order ships, so you can check on the delivery status of your order.

Q: I ordered a pre-order item and a ready to ship item together. Can you ship the ready to ship item first?

When items are combined in the same order, they are shipped together according to the shipping option selected.  If you desire separate shipments, please place separate orders.

Q: I ordered a pre-order item. When will I get it?

A: For every pre-order item, we do our best to provide you with our best estimated time frame of when an item will be finished in production and ready to ship. This information is usually found on the product page itself, and even stated in the drop down menu of each product, broken down by size (sometimes certain sizes are sold out first, and if we are able to go back into another round of production, these sizes will go back on pre-order).  

Please also note, very importantly, that our policy whenever a pre-order item is ordered with an in-stock item, items in the same order will ship together.  If you would like for in-stock items to ship sooner, please place separate orders.  Thank you for your understanding.

We do, however, strive to ship as early as possible, and more often than not we do meet our shipping time frame. Date of actual delivery is usually 3-7 days after the shipping date, depending on the shipping option selected and where you are in proximity to Northern California.  

Occasionally, if an unforeseen delay in production should occur, we will be sure to reach out to inform you of the new estimated shipping date and work with you to make sure our delay does not impact your deadline.  As always, you can email us at info@elestory.com with any concerns.

Q: I need a pre-order item for an event. Will I receive it on time?

If your event date coincides with our estimated shipping dates, please contact us at info@elestory.com with the date you need the item(s) by, size(s), and color(s) to make sure that we are able to fulfill your order on time. When placing your order, please remember to note your deadline.

When placing an order for pre-order item(s), we ask customers with a deadline to select Expedited Shipping (2 business days). This is not only because Expedited Shipping is more reliable than Standard or Priority Shipping, but also because we have the sewers prioritize the expedited orders so that we are able to meet the customer's deadline. Additionally, if we experience delays in production, customers who opt for Expedited Shipping are usually not affected.

Q: My order was marked delivered but I have not received it. What should I do?

Please be sure to double check with family members and neighbors to make sure that they have not received it, as this accounts for the majority of cases in which customers report not having received a package that has been delivered.

Please note that we are not responsible for lost packages or delays in shipping, including local delivery errors or weather-related issues, once a package has left its origin.

Q: According to the tracking, the delivery of my package is delayed and I need it for an event!  What should I do?

If you still have 2-3 days until the event, the fastest solution is to place a second order for the same item and select either Expedited or Overnight Shipping. Once you receive the late delivery, either ship it back to us or refuse delivery and we will process it as a return. Please note that we are not responsible for delays in shipping, including local delivery errors or weather-related issues, or packages being lost once it has left its origin.