FAQs
Frequently Asked Questions
Shipping & Delivery
How long does it take to process my order?
Orders are processed in 1-2 business days (Mon-Fri). Orders placed after 2:00 PM Eastern Time, on weekends, or U.S. federal holidays start processing the next business day.
When will my order arrive?
Estimated delivery is 7-14 business days from the order date (handling time 1-2 business days + transit 6-12 business days). These are estimates and may be affected by carrier delays or weather.
What is the order cutoff time?
Place orders by 6:00 PM Eastern Time (GMT-05:00) for same-day processing.
Which carriers do you use?
We ship within the U.S. via USPS, UPS, and FedEx. Carrier selection depends on destination, package weight, and service availability.
How much is shipping?
Standard shipping is free for orders over $75. For orders under $75, a flat rate of $4.95 applies. Expedited options and costs appear at checkout.
Do you ship internationally?
Not currently. We only ship to U.S. addresses.
How can I track my order?
You'll receive a confirmation email with the carrier name and tracking number once your order ships. Track directly on the carrier's website.
Returns, Refunds & Exchanges
What is your return policy?
We accept returns or refunds only for damaged items or incorrect orders (wrong item or wrong quantity). Requests must be submitted within 30 days of delivery.
Are opened or used items eligible for return?
No. For hygiene and safety reasons, opened or used items, change-of-mind requests, and allergy claims are not eligible for return unless the product arrived damaged or incorrect.
How do I start a return or claim?
Email info@elorila.com with your order number, a description of the issue, and clear photos showing damage or the incorrect item. We respond within 3 business days.
Will you cover return shipping?
If the return is approved due to a shipping error, damaged, or incorrect item, ELORILA Wellness will cover return shipping or provide a prepaid return label.
How long until I receive my refund?
Refunds are issued to the original payment method within 5-10 business days after we receive and inspect the returned item. Processing times vary by payment provider.
Products & Usage
What is KIVARA Magnesium Glycinate?
KIVARA is a premium magnesium glycinate supplement designed for optimal absorption. It supports relaxation, sleep quality, and muscle recovery.
How do I take the supplement?
Take the recommended dosage as indicated on the product label, preferably with a meal. Follow the product label for usage instructions.
Is KIVARA safe?
Our supplements contain high-quality, third-party tested ingredients and are manufactured to strict quality standards. If you have a medical condition, are pregnant or nursing, or take prescription medications, consult a healthcare professional before use.
Orders & Payments
Can I change or cancel my order?
You can cancel or modify orders within 12 hours of placing them. After 12 hours, we may have started processing and cannot guarantee changes.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, and Google Pay.
Will I receive an order confirmation?
Yes. After placing your order you'll receive an email confirmation with your order number and estimated processing time. A second email with tracking information is sent once your order ships.
Damaged, Lost, or Delayed Packages
My package is damaged - what should I do?
Contact info@elorila.com within 7 days of the expected delivery date and include photos and your order number. We'll investigate and arrange a replacement or refund if approved.
My package never arrived - what now?
Email us with your order number. We'll check tracking, open a carrier investigation if needed, and work toward a resolution.
Contact & Support
How do I contact customer support?
Email info@elorila.com. Our team responds during business hours (Mon-Fri, Eastern Time) and aims to reply within 1-3 business days.