Customer Service Policy

Shipping times

US orders typically arrive in the timeframe shown at checkout for the rate you choose (Fast Ship or Standard). International delivery times vary by destination and customs. Tracking updates after the carrier scans your package. Delays while a package is still in transit are not covered by Parcel Shield.

Returns

Unworn, unused items in original packaging may be returned within 14 days of receipt. Start a return from your order confirmation email or contact customer service. Product issues unrelated to shipping damage go through regular returns or customer service, not Parcel Shield.

Parcel Shield (optional package protection)

Available at checkout for a fee based on merchandise value. It covers eligible packages that are lost in transit, stolen after delivery, or damaged during shipping.

To file a claim, email parcelshield@elevatestyles.com from the email used on the order. Include your order number, shipping address, tracking number, and a brief description. For damage, include clear photos of the item and packaging.

Lost: Contact us after 7 days with no tracking update (US) or 20 days (international). Customs holds are not considered lost. International packages marked “return to sender” are treated as lost. Parcel Shield covers eligible losses; without Parcel Shield, these packages are not refundable or replaceable. Losses caused by an incorrect address or refused delivery are not covered — see Return to sender (RTS) / lost in transit.
Delivered but missing: Contact us as soon as possible, and no later than 15 calendar days after the delivery scan. We review carrier records (which may include delivery photos and GPS). Suspected theft after delivery requires a local police report number.
Approved claims: Replacement when available, or refund of the covered merchandise value. The Parcel Shield fee is nonrefundable once the order has shipped.

Delivered packages without Parcel Shield

If you did not purchase package protection and tracking shows delivered, the order is not refundable under Parcel Shield, and we can’t file a protection claim. We can still pull carrier proof of delivery and open a carrier investigation; any further help is case-by-case after that review.

Return to sender (RTS) / lost in transit

International packages marked “return to sender” are treated as lost. Parcel Shield covers eligible losses; without Parcel Shield, these packages are not refundable or replaceable. Customs holds are not considered lost. Losses caused by an incorrect address or refused delivery are not covered.

Shipping address

We ship to the address provided at checkout. Parcel Shield does not cover loss, misdelivery, or return caused by an incorrect, incomplete, or outdated address.

Need help?

Email customer service at cs@elevatestyles.com for order questions, or parcelshield@elevatestyles.com for protection claims.