Shipping and Delivery

Elixae is not responsible for packages once they leave our facility. Mishandling, lost, or damaged packages after shipping are beyond our control. However, we have protocols in place to address such issues. Please carefully read the policies below:

Shipping Policies

• Order Processing: No cancellations are allowed once an order is processed.
• Business Days: Business days are Monday–Friday, excluding holidays.
• Shipment Schedule: Orders are shipped Monday–Friday only.
• Delivery Timeframe: Please allow up to 14 business days for delivery as all products are made upon order.
• Unclaimed Packages: Unclaimed packages are non-refundable unless the customer pays an additional shipping and handling fee for resending. To arrange reshipment, email [email protected] with your order details. The customer will be sent an invoice for reshipping, which must be paid before the package is resent.

Broken Items

• If your items arrive broken or damaged:
  • Email [email protected] within 24 hours of delivery with photos of the damaged items, your order number, and any relevant details.
  • Claims submitted after the 24-hour window cannot be processed.

Returns/Exchanges

• No returns or exchanges are allowed due to the nature of our handmade products.
• Cancellations are not permitted once an order has been processed.
• If you experience a reaction to a product, discontinue use immediately and contact us at [email protected] with proof of reaction (photos and details). We recommend patch-testing on a small area of skin before use to ensure compatibility.

Lost/Damaged Shipments

• All shipments are insured. In the event of a lost or damaged shipment:
  • Contact [email protected] with your order number.
  • We will file an insurance claim on your behalf, and you agree to follow all verification protocols for lost or damaged shipments to process a replacement.
  • Note: Unclaimed packages are not considered lost or damaged. Please refer to the “Unclaimed Packages” policy above for those cases.