Shipping policy

1. ORDER PROCESSING TIME At Elae Botanicals, we strive to dispatch your order as quickly as possible. Please note that there is a clear distinction between "Processing Time" and "Shipping Time."

Upon placing an order, it enters our processing queue. Processing time typically takes 2 to 5 business days. This timeframe includes order verification, quality control, packaging, and dispatching to the courier. Processing occurs Monday through Friday, excluding weekends and major US or international holidays. The 60-minute cancellation window (as outlined in our Terms of Service) applies immediately upon checkout; once passed, the order is locked in the processing phase and cannot be halted.

2. SHIPPING ORIGINS To maintain competitive pricing and ensure continuous availability of our specialized Batana formulations, your items will be shipped directly from our primary global distribution centers and international warehouses located in Asia.

3. ESTIMATED SHIPPING TIMES Once your order has been processed and handed over to the carrier, the transit time begins. For orders shipped to the United States, standard delivery typically takes 7 to 15 business days after dispatch.

Please note: While most packages arrive within this timeframe, factors beyond our control—such as high-volume peak seasons, extreme weather conditions, or local postal service disruptions—may extend transit times. Please allow up to 25 business days for delivery before contacting support regarding a missing package.

4. TRACKING YOUR ORDER Once your order is shipped, you will receive a shipping confirmation email containing your tracking number. Please allow 3 to 7 business days for the tracking information to update and synchronize within the carrier's system. If your tracking link shows "No Information Available" or "Pre-Shipment" during this initial period, it is completely normal and simply means the package is in transit to the first major sorting facility.

5. CUSTOMS, DUTIES, AND DELAYS By purchasing from Elae Botanicals, you acknowledge that you are acting as the Importer of Record. While rare for standard personal cosmetic orders, any applicable customs fees, import duties, or taxes are the sole responsibility of the customer. Elae Botanicals is not legally responsible for any delays caused by US Customs and Border Protection clearance processes.

6. INCORRECT ADDRESSES AND UNDELIVERABLE PACKAGES It is the customer's absolute responsibility to ensure the shipping address entered at checkout is 100% correct and complete (including any apartment or suite numbers). If an order is delayed, lost, or returned to sender due to an incorrect, incomplete, or invalid address provided by the customer, Elae Botanicals will not issue a refund. Reshipment of the product will be at the customer's expense.

7. LOST OR STOLEN PACKAGES Elae Botanicals' liability for the shipment ends once the package is handed over to the courier. If the tracking information provided by the carrier states that your package was "Delivered" to your address, but you have not received it, you must contact your local post office or carrier directly to file a claim. Elae Botanicals does not hold responsibility for packages stolen from porches, mailboxes, or misdelivered by the local postal worker once officially scanned as delivered.