In the event of a delay, we will notify you by email. Items sent directly from our suppliers may take longer, and items ordered together may not arrive in the same box. Due to the custom nature of many of our items, delivery lead times will vary. Not all items qualify for free shipping. If your item is excluded from the free shipping, we will contact you to discuss shipping options. the Advertised shipping charges are to physical addresses (no P.O. box addresses) within the contiguous 48 United States. Shipping charges (if applicable) will be calculated at the time of checkout once your shipping address has been provided. Alaska, Hawaii and "Beyond Point" (certain remote locations) shipping addresses are not covered by the advertised rate, but we will give you the option to pay 'actual' delivery charges or to cancel your order. Some items are stocked and shipped by 3rd Parties. Once your order is shipped you will receive a fulfillment email which will include your tracking information. It is possible for an order with multiple items to ship from different locations in which case you may receive a separate fulfillment email with tracking information for each delivery. You can track your shipments at any time by following the tracking link in your order fulfillment email. The shipper will call you to schedule an appointment for freight and white glove deliveries. If you are unable to make your scheduled appointment, please notify the shipper prior to your appointment date. If you are not available to receive your delivery during the appointment, there will be a re-delivery fee charged by us on behalf of the shipper for up to $200. Carefully inspect your item(s) when you receive them. Any damage must be communicated with the shipper at time of delivery.
Receiving Shipment Instructions:
1. You must be present for any scheduled delivery appointment.
2. Inspect BOTH packaging and item/s before signing for delivery.
3. If being asked to sign for a delivery, notate any significant damage on
packaging or item/s on the document being signed and retain a copy for
your records. We recommend taking photos of any damage.
4. You may reject packages only after notating any damages or defects.
5. Report any defects or damages to ELAN within 12 hours of receipt after you
have completed the steps above. Please provide images of the damaged
If you fail to comply with any of the above instructions, we will assume no financial liability for any damaged/defective item/s or any additional return fees.
Signing for a delivery without notating any package or item damage is considered "free and clear".
Some items may be eligible for expedited shipping. Please contact us with any special shipping needs and we will do our best to accommodate you. Expedited shipping costs will be charged to the customer.
All items ship with standard curbside/ground delivery. Premium shipping, including white glove and threshold delivery, may be ordered at our discretion or upon request. Requests to upgrade to premium shipping may incur additional handling fees. Please contact our customer service team if you wish to upgrade to premium shipping.
Order Cancellation Policy
Every effort will be made to accommodate the cancellation of your order if it has not yet shipped. Once an order has shipped we are unable to cancel it.
Out of Stock and Backorder Items
Our inventory can fluctuate throughout the day, so an item indicated as in stock when you place your order may, in fact, be out of stock. In this event, we make every effort to contact you by email or phone immediately to notify you that your order will be placed on backorder. You will have the option to cancel the order if you would prefer not to wait for the item to be in stock again. Most out of stock items are in stock again within 2-4 weeks, but certain items such as new and end of life products can take longer or may never become available. Certain items for sale on our site are not kept in inventory, but can be special ordered for you and shipped within the timeframe specified on the product's detail page.
Received Wrong Item
If for any reason your piece does not arrive with the specifications that you selected when ordering, contact us immediately. At our discretion, we’ll replace or reship item(s) at no additional charge.
Credit Card Authorization
When you place an order with us, we do charge your card immediately if your items are in stock or available. If there are any issues with your order we will issue a refund or cancellation right away. Refunds may take time depending on the card used and the bank it is issued from.