Effective Date: 1 January 2025
At ELDERLUXE, we strive to provide our customers with a seamless and efficient shipping experience. Below, you will find our shipping policies, including estimated processing times, shipping methods, costs, and other important information.
Order Processing Time
Orders are usually processed within 1-3 business days (excluding weekends and holidays) after payment is received. During peak seasons, processing times may be extended. Customers will be notified of any delays. Also if items are unavailable at time of purchase we will provide you an estimate of shipment timing should the item be expected to be restocked within a reasonable time period. You will be contacted by your Personal Concierge in this regard via email or phone.
Domestic Shipping Methods & Delivery Estimates
ELDERLUXE offers several shipping options through premium carriage such as UPS, FedEx and USPS based on best cost, your location and corporate preference. Estimated delivery times are as follows:
- Standard Shipping: 5-7 business days FREE
- Express Shipping: 1-2 business days * $99.99
- Overnight: Next day * $149.99
Delivery times are estimates and not guarantees. Unforeseen circumstances such as carrier delays, weather conditions, or customs processing may affect these estimates.
*express/overnight shipping only available on those items in stock and warehoused by ELDERLUXE. Items shipped by a third party (drop shipped) are not eligible for express shipment at this time and will revert to standard shipping. We will notify you post-purchase regarding product origination.
Shipping Rates
Shipping rates are calculated at checkout based on the shipping method, destination, and total order weight. We offer free standard shipping on orders over $99 within the contiguous United States.
AK/HI and US Territories are not eligible for this free shipping offer and will be quoted a separately rate post-purchase for orders of any dollar amount.
International Shipping
ELDERLUXE ships internationally via USPS to select countries as dictated by United States policy at time of purchase. International shipping times vary based on destination and customs processing.
International shipments are subject to a $50 deposit at time of checkout. A final estimate for shipping is provided for approval and additional purchase for shipping charges above and beyond this deposit. You will be contacted via email (concierge@elderluxe.com) regarding this for your approval and directions for immediate purchase. Likewise should the shipping charge be less than your deposit, we will refund this amount upon final processing.
Please note, customers are responsible for any customs fees, duties, or taxes imposed by their country.
We are not responsible for delays caused by customs or international shipping carriers.
Order Tracking
Once your order is shipped, you will receive a confirmation email with a tracking number. You can track your order through the carrier’s website or via your ELDERLUXE account.
If you do not receive tracking information within 3 business days of placing your order, please contact our customer support team at concierge@elderluxe.com.
Undeliverable or Lost Packages
If a package is lost in transit or marked as delivered but not received, please contact us within 7 days of the expected delivery date. We will work with the carrier to investigate the issue and provide a resolution. We also strongly urge you to contact the carrier as well, in order to report the issue and to also potentially verify any local issues that are delaying delivery.
ELDERLUXE is not responsible for packages lost due to incorrect shipping addresses or pertinent information provided by the customer. Please ensure your address and contact details are accurate at checkout.
Damaged or Missing Items
If your order arrives damaged or with missing items, please contact us within 48 hours of delivery. Provide photos of the packaging and damaged products for faster resolution. We will gladly assist with replacements or refunds. In some cases we will provide a return label for the products to be shipped back to ELDERLUXE.
Returns Due to Shipping Issues
If your order is returned to us due to an incorrect address, failure to pick up the package, or refusal of delivery will be charged a $10.99 fee for return shipping events. "Return to sender" circumstances can be avoided by ensuring your address is both accurate and complete when placing the order. Please review your order confirmation after checkout. Any mistakes can be resolved by emailing or calling our customer service team immediately for correction before shipping. If the item is already dispatched and on the way you may attempt to call the shipper directly for a change of address or other requests. NOTE: Fees may apply which are the responsibility of the customer.
Once the parcel is returned to ELDERLUXE you may request a re-ship to your correct address and we will do so at an additional shipping charge to you. Alternatively should you wish to cancel the order at this point, we will do so and you will be charged a $10.95 fee if the product is in pristine, unused and undamaged condition.
Original shipping fees are non-refundable.
Changes & Cancellations
Once an order has been placed, modifications or cancellations may not be possible if the order has already been processed. Please contact us as soon as possible for any changes. Additional charges may be incurred.
Contact Us
If you have any questions or concerns about your order or our shipping policy, please contact our customer support team at:
- Email: concierge@elderluxe.com
- Phone: 888.537.LUXE (5893)
- Business Hours: While we are staffed from 8am-4pm and make every effort to answer calls live, we encourage you to please leave a voicemail 24 hours, 7 days a week. you will be contacted by a team member shortly after.