Important Notice

Order Processing Time

· For in-stock items, please allow an additional 1–3 days for warehouse processing in addition to the estimated delivery time.

· Delivery estimates are approximate and may vary due to carrier delays, customs processing, or other factors outside our control.

Order Cancellations

· Cancellation requests may be submitted before your order ships by contacting our customer service team at info@elm-active.com.

· Cancellations are not guaranteed. Our customer service team will confirm whether your request has been successfully processed.

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 delivery failures caused by incorrect or incomplete information provided at checkout, including an incorrect address, phone number, or recipient name.

· If you notice an error in your order information, please contact info@elm-active.com with your order number and the correct details as soon as possible and before your order ships. Once an order has shipped, changes may no longer be possible.

· For certain destinations and territories please allow an additional 1–2 days for delivery. You may also be required to collect your package from a local post office.

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

Duties and taxes depend on the shipping method selected at checkout.

Standard Shipping

Import duties and taxes are included for all destinations listed in our shipping table, with the exception of the United Kingdom. UK customers may be required to pay applicable duties and taxes upon delivery.

Express Shipping

Import duties and taxes are not included and may be charged upon delivery depending on the destination country’s regulations. Any applicable charges are the customer’s responsibility and must be paid directly to the relevant customs authority or shipping carrier.

Duties and taxes paid directly to customs authorities or shipping carriers are non-refundable by elm active.

If a shipment is refused because applicable duties or taxes have not been paid and the parcel is returned to us, any return shipping costs may be deducted from the 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 may not be available in situations where delivery is affected by circumstances outside our control, including:

· Unpaid duties or taxes: Parcels may be returned, held, or disposed of by customs authorities if applicable charges are not paid.

· Customs delays: Delays caused by inspections or clearance procedures carried out by local customs authorities.

· Address errors or changes: Incomplete or incorrect address information, or requests to change the delivery address after an order has shipped.

· Post-delivery loss: Loss of a parcel after the shipment has been marked as delivered by the carrier.

· Parcel refusal: Refusal by the recipient to accept delivery.

Important

If you have not received your package after it has been marked as delivered, or if you have any questions about your order, please contact our customer service team 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.