Shipping policy

Shipping Policy

Published to meet the disclosure requirements of the FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435) and the Virginia Consumer Protection Act (Va. Code § 59.1-196 et seq.).

1. Timeframes

Every Elrak order moves through two stages:

  • Processing: up to 48 business hours from payment confirmation, while the bag is picked, checked for defects, and packed.
  • Transit: 7 to 15 business days once it leaves us.
  • Total: approximately 7 to 17 business days from order to doorstep.

Business days run Monday to Friday and exclude US public holidays. An order placed late on a Friday enters processing on the Monday.

These are estimates made in good faith, not promises we can enforce on a carrier. Peak retail seasons, severe weather, and network backlogs all move them. What is fixed is the outer limit: delivery will not exceed 30 calendar days from order confirmation. If we ever see that we cannot meet that limit, we contact you with a revised date and your right to cancel for a full refund, exactly as the FTC rule requires.

2. Where We Deliver

Elrak ships to the United States only, all 50 states included. We do not deliver internationally at present, and an order placed to an address outside the United States will be cancelled and refunded in full.

We deliver to homes, workplaces, and USPS post office boxes. Larger checked-luggage sizes require a street address, and we will contact you if that affects your order.

3. What It Costs

Shipping is free on every order, with no minimum spend, no weight surcharge, and no difference by state. The price on the product page is the price you pay. Should a delivery charge ever apply to a specific item, you will see it in full at checkout before confirming, never added afterwards.

4. Tracking

As soon as your order is dispatched you receive an email with the carrier, the tracking number, and a link to elrakus.com/apps/parcelpanel, where the shipment can be followed without leaving our site.

A tracking number usually takes 24 to 48 hours to produce its first scan. A number that looks dormant on day one is almost always a parcel in transit that has not yet passed a sorting hub, not a parcel that has gone astray.

5. Addresses and Delivery Attempts

We ship to the address exactly as you enter it at checkout. Please check the street number, apartment or unit, and ZIP code before confirming, because once a carrier collects a parcel we cannot redirect it. Elrak is not liable for delays or failed deliveries caused by an incomplete or mistyped address.

If you are out when the carrier calls, they will normally leave a card, try again, or hold the parcel at a nearby access point. Follow the instructions on the card or in your tracking page.

Where a parcel exhausts its delivery attempts and comes back to us, we email you to arrange a second dispatch. If the failure was caused by an address error or repeated unavailability, the cost of sending it out again may be passed on.

6. Check the Parcel on Arrival

Look the box over before opening it.

  • If the carrier asks for a signature, note any crushing, tearing, or water marking on their record before signing.
  • Email info@elrakus.com within 48 hours with photographs of the outer carton, the inner packing, and the bag itself.

Carrier claim windows close quickly. Photographs taken on the day of delivery are what allow us to recover the loss and get a replacement to you without argument.

7. Lost, Stalled, or Never Delivered

If the maximum timeframe has passed, or tracking has stopped updating or contradicts itself, contact info@elrakus.com with your order and tracking numbers.

We open a trace with the carrier. Where a parcel is confirmed lost, or the trace returns nothing within a reasonable period, Elrak sends a replacement or refunds you in full. A shipment that never arrived is our problem to solve, not yours to absorb.

8. Marked Delivered but Missing

Occasionally a parcel is scanned as delivered and is not where you expect it. Before contacting us, check with anyone else at the address, look at porches, side doors, and building mailrooms, and give it 24 hours, since carriers sometimes scan early and deliver the following morning.

If it still has not appeared, write to us. We will pull the carrier's delivery record, including GPS data where available, and work with you from there.