Frequently asked questions
Where do you ship?
Elyo Collection currently ships to Canada and the United States only. All orders are shipped with tracking.
How long will it take to receive my order?
Orders are processed within up to 5 business days. Processing time is separate from delivery time.
Estimated delivery times are:
- Canada standard shipping: 10 to 15 business days
- Canada express shipping: 3 to 5 business days
- United States standard shipping: 10 to 15 business days
- United States express shipping: 5 to 8 business days
Orders are not processed or shipped on weekends or statutory holidays. Delivery times are estimates and may be affected by weather, carrier delays, customs processing or other circumstances outside our control.
Do you offer free shipping?
Yes.
Free standard shipping is available on:
- Canadian orders of $150 CAD or more
- United States orders of $250 USD or more
The applicable shipping options and fees will be displayed at checkout.
Where can I find my tracking number?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
Please allow up to 48 hours for the tracking information to become active. If you do not receive your tracking number or it does not work, contact us at info@elyocollection.ca.
Which payment methods do you accept?
The payment methods available to you will be displayed at checkout. Depending on your location and eligibility, these may include major credit cards, Shop Pay, PayPal and Sezzle.
Follow the checkout steps to confirm whether your preferred payment method is available.
Is it safe to shop on our website?
Yes. Payments are processed through Shopify’s secure checkout and trusted payment providers. Payment information is encrypted during transmission, and Elyo Collection does not directly store your complete credit card details.
How can I cancel my order?
Contact us as soon as possible at info@elyocollection.ca and include your order number.
We will do our best to cancel the order before it is processed or shipped. However, cancellation cannot be guaranteed once preparation or shipment has begun.
How can I request a return?
You have 30 days from the date you receive your order to request a return.
The product must be unworn, unused and unwashed, with its original tags and packaging. Contact us at info@elyocollection.ca before sending your product.
Returns sent without prior authorization may not be accepted. Return shipping costs are generally the customer’s responsibility unless the product is defective, damaged or incorrect.
What should I do if my item is damaged or incorrect?
Inspect your order when it arrives. Contact us promptly, preferably within 7 days of delivery, if the product is damaged, defective, missing or incorrect.
Please include your order number and clear photographs of the product, packaging and shipping label.
How can I contact Elyo Collection?
For questions about our products, orders, shipping, returns or payments, contact us at:
Email: info@elyocollection.ca
Telephone: +1 819 342-4488