Hi, can we help you?
Questions about an order, a compound or a certificate of analysis? Send us a message and a person will reply.
Where is my order?
Tracking numbers are emailed within 48 hours of dispatch. You can also see every order and its status in your account.
Track my order →FAQ
Orders, shipping, cancellations and refunds. If your question is not here, send us a message above.
How can I track my order?
After your order has completed the checkout process, we will send you an email with a courier tracking number. If you don’t receive the email within 48 hours, please reach out to us at contact@elivena.co or +1 877-848-9272.
How do you ship temperature-sensitive products?
Elivena ensures all temperature-sensitive products are packaged and delivered in specially developed, medical-grade, refrigerated gel pack containers, maintaining optimal temperature during transit.
What are the shipping charges?
Regular Tracked Shipping (5–10 days): $15 – Reliable shipping for items that are not temperature sensitive.
Express Tracked Shipping (3–5 days): $25 – Fast and efficient shipping for non-temperature sensitive items.
Choose the option that fits you best, and enjoy secure, timely delivery!When will my order be shipped?
We aim to process and ship your order within 72 hours. During busy periods or peak seasons, please allow up to 5 business days for processing. Rest assured, we prioritize getting orders delivered as quickly as possible and ensuring the highest quality of service.
When will my order arrive?
Regular Tracked Orders: Delivery within 5–10 business days, with tracking for your convenience.
If your Elivena order hasn’t arrived within 28 days of receiving the tracking number, we’ll gladly reship it to you at no extra cost! Note: Exceptions apply for: incorrect shipping details, unclaimed packages, or delivery refusals.What happens if I don’t receive my order?
If your order hasn’t arrived within 28 days of the delivery notice, Elivena will send a replacement at no additional cost. Please note that exceptions apply when:
- Incorrect shipping information provided.
- Delivery refusal.
- Unclaimed packages.
We’re here to ensure you are 100% satisfied!
What issues can delay order delivery?
Several factors may cause delays in processing your order, including:
- Missing or incomplete order forms.
- Incorrect credit card information or declined transactions.
- International credit card blocks that haven’t been removed.
- Unforeseen delays, such as customs processing, extreme weather, or peak shopping periods.
We at Elivena work hard to ensure your order arrives on time, and we appreciate your understanding in case of any unexpected delays. For assistance with any of these issues, please contact our support team.
Can I cancel my order?
Yes, your order with Elivena can be cancelled at no charge up until 11:59 PM CST on the day of purchase. Simply reach out to us at contact@elivena.co or +1 877-848-9272, and we’ll take care of the process for you.
Can I return a product?
Currently, the policy at Elivena is to not accept returns. However, our customer service team is here to help, should you not be satisfied with your purchase. Contact us, and we’ll work with you to resolve any concerns.
How do I get a refund?
Refunds are available for eligible cases, in the following forms:
- A replacement item shipped to your original address.
- A full refund or account credit at Elivena, for future purchases.
Our customer service team is here to assist you in processing your refund and ensuring your satisfaction.
Will I qualify for a refund?
Refunds are considered on a case-by-case basis. To determine your eligibility and receive assistance, please contact the Elivena customer service team. We’re here to help ensure a positive experience.