Shipping policy
Where we ship
- United States: all 50 states and Washington, D.C.
- Canada: all provinces (we're currently unable to ship to Yukon, the Northwest Territories or Nunavut).
- Australia and New Zealand.
We are unable to ship to APO/FPO/DPO or other military addresses, or to U.S. territories (including Puerto Rico, Guam and the U.S. Virgin Islands). PO Boxes may cause delays, so we recommend using a street address.
Shipping options and rates
| Option | United States | Canada, Australia & New Zealand |
|---|---|---|
| Free Shipping (orders $60+) | Free | Free |
| Tracked Shipping | $4.99 | $6.99 |
| Priority Shipping – Skip The Queue | $8.99 | $11.99 |
- Free Shipping unlocks automatically on orders of $60 or more (any bundle of 2 or more trees). It uses our standard economy service, and tracking updates may be limited to key milestones.
- Tracked Shipping includes full end-to-end tracking from dispatch to your door.
- Priority Shipping skips the queue: your order is processed first and ships within 1 business day, with full end-to-end tracking.
All available options and their costs are shown at checkout before you pay. Shipping fees are non-refundable once your order has shipped.
Processing time
Orders are processed within 1–3 business days (Priority Shipping orders within 1 business day) (Monday to Friday, excluding holidays). Orders placed on weekends or holidays are processed the next business day. During peak season (Black Friday through December), processing may take up to 5 business days.
Delivery time
- United States: typically 7–12 business days after shipping.
- Canada, Australia & New Zealand: typically 8–15 business days after shipping.
Delivery dates shown on our website and at checkout are estimates, not guarantees, as transit times depend on the carrier and customs. If we expect a significant delay in shipping your order, we'll let you know by email and you can choose to cancel for a full refund.
Holiday orders
For the best chance of delivery before December 24, we recommend ordering by December 1 for the United States and by November 25 for Canada, Australia and New Zealand. Orders placed after these dates still ship as quickly as possible, but we can't guarantee arrival before Christmas.
Customs, duties and taxes
Orders shipped to Canada, Australia or New Zealand may be subject to import duties, taxes or customs fees charged by the destination country. Where these apply and are not collected at checkout, they are the responsibility of the recipient. Packages refused because of these charges are handled under our Refund Policy.
Order tracking
You'll receive a shipping confirmation email with your tracking number as soon as your order ships. Tracking can take 2–5 business days to show its first updates. Bundles may arrive in separate packages.
Lost, stolen or delayed packages
If your tracking hasn't updated for 20 business days, or your order hasn't arrived within 30 business days of purchase, contact us and we'll reship your order or issue a refund.
Once the carrier marks a package as delivered to the address provided at checkout, we are not responsible for packages that are lost or stolen after delivery. Please check with neighbors and your local post office, and file a claim with the carrier if needed. We're happy to help with the process.
Incorrect addresses
Please double-check your shipping address at checkout. We aren't responsible for orders shipped to an incorrect or incomplete address provided by the customer. Address changes can be made within 12 hours of placing your order by emailing us. If an order is returned to us because of an incorrect address, our Refund Policy applies.
Contact
Questions about your shipment? Email info@ellavelle.com with your order number.
Customer service hours: Monday to Friday, 9:00 AM – 3:30 PM (CET). We aim to answer every inquiry within 24–48 business hours.