Shipping Policy
Shipping, made simple
Clear timelines, shipping included in the price, and no surprise customs for eligible U.S. addresses.
1. How shipping works
Ellanook ships adult underwear orders from China to eligible addresses in the contiguous United States. For those addresses, standard shipping is included in the product price—no separate shipping fee at checkout.
2. Where we ship
We currently ship only to the contiguous United States (the lower 48 states and Washington, D.C.) with a standard street address.
We do not currently offer shipping outside the United States. Checkout only accepts U.S. addresses in the contiguous states and D.C.
3. Where we do not ship
We cannot ship to:
- Alaska
- Hawaii
- U.S. territories (including Puerto Rico, Guam, U.S. Virgin Islands, American Samoa, Northern Mariana Islands)
- P.O. Boxes
- APO, FPO, or DPO addresses
- Military bases / military mail addresses
If your address falls in one of these categories, checkout will not complete for shipment, or our team will cancel and refund the order.
4. Processing time
Orders ship within 2 business days after payment confirmation (excluding weekends and holidays that affect fulfillment).
5. Delivery time
Most eligible orders arrive within 7–15 days after shipment.
Times are estimates, not guarantees. Customs checks or carrier delays may extend delivery and do not automatically qualify for compensation for “shipping,” because shipping is already included in the product price.
6. Tracking
We email tracking when the carrier provides a number. Need help? Reply with your order number to sales@ellanook.com.
7. Address accuracy
You are responsible for providing a correct shipping address. We are not responsible for delivery to an incorrect address you entered. Undeliverable returns: contact sales@ellanook.com (reshipment may require an extra fee).
8. Lost or damaged packages
Email sales@ellanook.com within 7 days of the expected delivery window, with your order number (and photos if damaged).
9. Taxes and import charges
Product prices include applicable shipping and import charges for eligible destinations. You should not be asked to pay extra customs duties or import taxes when receiving your package. Applicable U.S. sales tax may still be collected at checkout.
10. Wholesale / small-business orders
Wholesale inquiries start at USD 200. Wholesale orders are quoted separately; wholesale quotes include shipping and duties (DDP): sales@ellanook.com.
11. Returns & refunds
Need a refund, exchange, or help with fit / a defective item? See our Returns & Refunds policy — 7 days after delivery, trust-first try-on, and most approved cases need no physical return. Email sales@ellanook.com.
FAQ
Yes—for eligible U.S. orders, shipping is included in the product price.
China.
We dispatch within 2 business days; delivery is typically 7–15 days after shipment.
Only the contiguous United States (lower 48 states and Washington, D.C.) with a standard street address. We do not currently ship outside the U.S., or to Alaska, Hawaii, territories, P.O. Boxes, or military mail.
No. For eligible destinations, import charges are included in the price; you should not be charged extra when the package arrives.
USD 200.
See our Returns & Refunds page: 7-day window after delivery, try-on allowed, email with photo or video to sales@ellanook.com.
Still have a shipping question?
Email sales@ellanook.comLast updated: October 20, 2026