Important Notice

Order Processing Time

· For in-stock items, please allow an additional 1–3 days of warehouse processing time on top of the estimated delivery timeframe.

· Delivery estimates are approximate and may vary based on third-party logistics providers.

Order Cancellations

· Orders cannot be canceled after confirmation.

· To request a cancellation before your order ships, please contact customer service at info@elm-active.com.

· Please note that cancellations are not guaranteed. Our customer service team will notify you whether your request was successful.

Restrictions

Please note that carriers may not be able to ensure safe delivery to certain addresses. To avoid delivery issues, please provide a complete and accurate address, including building and street numbers when applicable.

Shipping Address Limitations

Currently, we do not ship to: Worldwide APO / Military Addresses
Afghanistan, Belarus, Cuba, French Polynesia, Iran, Democratic People’s Republic of Korea (North Korea), Libya, Nicaragua, Russian Federation, Sudan, Syrian Arab Republic, Ukraine, Yemen, Azerbaijan.

Failed Delivery Situations

· elm active is not responsible for failed delivery attempts caused by customer-related negligence. This includes, but is not limited to, incorrect delivery information such as address, contact number, or consignee name. In such cases, refunds cannot be issued.

· If you realize your order information is incorrect, please contact info@elm-active.com with your order number and updated details as soon as possible and before the order ships.

· For certain countries and regions such as Puerto Rico, American Samoa, Guam, Northern Mariana Islands, and the Virgin Islands, please allow 1–2 additional days for delivery. You may be required to pick up your package from your regional post office.

Will I be charged Duties and Taxes on my elm active order?

Duties and Taxes on International Orders

Your order may be subject to customs clearance, duties, and taxes imposed by the destination country. These fees are outside the control of elm active international Ltd, and amounts vary depending on local regulations.

Key Points to Keep in Mind

· Customs Duties & Taxes: These are calculated based on the declared value of the parcel and are not affected by discount codes, store credit, or gift cards. Example: If your order totals $200 and you apply a $30 discount code, duties/taxes are still calculated on the original $200 value.

· Responsibility: Customers are responsible for confirming applicable duties and taxes with their local customs office before purchasing.

· Non-Refundable: Duties and taxes are mandatory government charges and cannot be refunded.

· Refused Shipments: If you refuse to pay customs fees and request the parcel be returned to sender, return shipping costs will be deducted from your refund.

Damaged Deliveries

· If your parcel arrives damaged, please photograph the damage immediately and contact our customer service team.

· elm active is not responsible for damage resulting from improper opening of the parcel.

Beyond Seller Control

(Refunds or reshipments are not available in the following cases)

· Unpaid Tariffs Parcels may be destroyed if customs duties are not paid on time.

· Customs Delays Delays due to inspection or clearance by local customs authorities.

· Address Errors / Change of Address Insufficient or incorrect address details, or address changes after the order has been placed.

· Post-Delivery Losses When the shipment is marked as “Delivered.”

· Parcel Refusal When the recipient refuses to accept the parcel.

Important

If you have not received your package after it is marked as delivered, or if you have any questions about your order, please contact customer service at info@elm-active.com within 30 days of the delivery date.

Shipping time 

We currently offer Express and Standard Shipping worldwide. 
Please refer to the table below for estimated delivery times and shipping fees for your country.

For Standard Shipping, import duties and taxes ARE INCLUDED in the price for all countries listed, with the exception of the United Kingdom. UK customers are responsible for paying duties and taxes upon delivery. 

For Express Shipping, duties and taxes are NOT INCLUDED for any country and may be charged upon delivery, depending on your country’s regulations. These charges are the customer’s responsibility, and the shipping carrier may hold or refuse to release the package until all applicable duties and taxes have been paid.