What if my package gets lost or arrives damaged?Updated 14 days ago
Last Updated: October 13, 2026
Every ELO order should reach you in perfect condition. If something goes wrong in transit, here's how we'll fix it.
Lost packages
When to contact us
Reach out if your tracking hasn't updated in 5 or more business days, or if the carrier says the package is lost. Include your order number and the last tracking update you saw.
What we'll do
- We open the claim. Lost parcel claims have to be filed by the sender, so you don't need to chase the carrier. That's usually why a carrier's support team says they can't help directly.
- We get you your gear. While the claim is in progress, we can send a replacement so you're not stuck waiting. We'll confirm your shipping address with you first.
- We keep you posted. You'll hear from us when we have an update from the carrier.
Damaged items
Report within 48 hours
Please contact us within 48 hours of delivery and include:
- Your order number
- Photos of the damaged item(s)
- Photos of the box and packaging, including the shipping label
What we'll do
Once we've reviewed the photos, we'll send a replacement or issue a refund, depending on what you prefer and what's in stock.
Need help?
- Email: [email protected]
- Phone: +1 512-807-0031