Damaged, Wrong, or Missing Items
Received something that is not right? We are sorry for the inconvenience. Contact our support team so the issue can be verified and the correct remedy confirmed.
Damaged Items
- Take clear photos of the item, damage, and packaging.
- Contact us promptly. Suspected defect or fulfillment-error cases reported within 30 days of delivery are eligible for review under the published policy; an earlier-reporting preference is not a 48-hour refusal deadline.
- Include the order number and photos.
The support team will review the evidence and confirm the eligible remedy. Approved defective, damaged, wrong or missing-item cases caused by an Elavure fulfillment error do not incur standard return or restocking fees. Do not assume a refund, replacement, reshipment, fee waiver, or return outcome before review and successful backend processing.
Wrong Item Received
- Contact us with the order number and a photo of what arrived.
- Keep the item and packaging until the team gives verified next steps.
The support team will compare the ordered and received items, then confirm any return or replacement instructions.
Missing Items
- Check the order confirmation and all packaging.
- Tell us exactly which item and quantity are missing.
- Include photos when they help show the package contents or damage.
The team will inspect line-item fulfillment and tracking evidence. One tracking number or a partial fulfillment does not prove that the remaining items shipped. If the remaining status cannot be verified, it will be escalated for review rather than guessed.
Partial Orders
Some orders can have multiple packages, but only current line-item fulfillment and tracking evidence can confirm that. Check the shipping confirmation and contact support if the records do not explain what arrived.
How to Contact Us
Email our support team with the order number, issue description, affected item and quantity, and relevant photos or video. We will confirm the next step after reviewing the evidence.