Frequently Asked Questions

How much does shipping cost?

We keep shipping simple and transparent:

Where do you ship?

Elmly ships within Canada only — to all provinces and territories. We do not offer international shipping at this time.

How long does shipping take?

Most orders across Canada arrive within 3–7 business days from the time your order is processed. Delivery time depends on your location and which of our fulfillment centers (Laval, Toronto, or Edmonton) your order ships from.

When will my order be processed?

Orders placed before the warehouse cut-off time (typically early afternoon local time) are processed the same day, provided your items are in stock. Orders placed after the cut-off or on weekends are processed the next business day.

Do you ship outside of Canada?

At this time, Elmly ships within Canada only. We're working on expanding — stay tuned.

What is your return policy?

Return requests must be initiated within 30 days of delivery. If you believe your item qualifies for a return, please contact us with your order details and we'll guide you through the process. Full details, including timelines by return reason, are in our Refund Policy.

Is there a restocking fee?

Restocking fees only apply to ordering errors (i.e. the wrong item was ordered) — 20% if returned in resellable condition within 14 days of invoice, or 50% if returned damaged or non-resellable. Returns for defective products or fulfillment errors on our end are never subject to a restocking fee. See our Refund Policy for full details.

Who pays for return shipping?

If your item arrived defective or we made an error with your order, we'll take care of the return. If the return is due to an ordering error on your end, return shipping costs are the customer's responsibility.

What qualifies as a valid return reason?

Valid return reasons include: defective item, picking error (wrong item sent), lost with carrier, or ordering error. Please have your order number ready when you contact us.

Do your products come with a warranty?

Yes — products sold at Elmly carry the original manufacturer's warranty. Warranty terms vary by brand and product, so check your product's documentation or contact us if you're unsure.

How do I make a warranty claim?

If your product develops a defect covered under the manufacturer warranty, contact us with your order number and a description of the issue. We'll facilitate the return and resolution process on your behalf.

How do I track my order?

Once your order ships, you'll receive a confirmation email with your tracking number. Use it to follow your package directly on the carrier's website. If you haven't received tracking info within 2 business days of ordering, reach out to us and we'll look into it.

Can I change or cancel my order?

We process orders quickly, so changes or cancellations may not always be possible once an order is placed. Contact us immediately if you need to make a change and we'll do our best to help.

My order arrived damaged. What do I do?

We're sorry to hear that. Please contact us right away with your order number and a photo of the damage. We'll make it right — that's our promise.

Still have a question?

We respond within 24 business hours and we actually read every message.