We’re so happy you’re here!
We’re a small team, and we do our best to make every order smooth and stress-free. If you have a question at any point, email us at info@elcohouse.store - We're happy to help!
Can I cancel or change my order?
Yes! Sometimes plans change!
Please email us within 1 hour of placing your order at info@elcohouse.store and we’ll do our best to help. After 1 hour, your order may already be in production and changes may not be possible.
How long does my order take?
- Most orders take 2–5 business days to make and pack before they ship.
- Kindle cases usually ship faster (about 2 business days to process).
After your order ships, delivery time depends on the carrier and your location.
Can you guarantee delivery by a certain date?
We can’t guarantee exact delivery dates (shipping carriers can have delays). If you need your order by a certain day, we recommend ordering early just to be safe.
Where do you ship?
At this time, we ship within the U.S. only.
What is your return policy?
We’ll always do our best to be fair and helpful. Here’s how returns work:
Phone cases + desk mats (made-to-order):
These are made just for you, so we can only accept returns if an item arrives damaged or defective.
Kindle cases (stocked items):
Unused Kindle cases can be returned within 30 days of delivery for store credit, as long as they are in the original packaging.
Return shipping is paid by the customer.
What if my item arrives damaged or defective?
We’ve got you. 💛
Email info@elcohouse.store within 30 days and include:
- Your order number
- A clear photo of the issue
We’ll send a replacement or refund, and we’ll cover shipping for damaged/defective items.
What if tracking says “Delivered” but I don’t have my package?
We know this can be stressful, but here's what usually works. If your package is marked “Delivered” but you can’t find it, please wait 24–48 hours—carriers sometimes scan packages early. Then check around your delivery area and with neighbors/building staff. If it’s still missing, contact the shipping carrier and ask for the GPS delivery location. If you still can’t locate it after that, email us at info@elcohouse.store with your order number and we’ll help with next steps.
Please note: once a package is marked delivered, we typically can’t replace or refund it, so we recommend using a secure delivery address.
What if my package is lost in transit?
If your tracking hasn’t updated for a while and it’s not marked Delivered, email us at info@elcohouse.store
We’ll help you look into it and figure out next steps.
What if I entered the wrong shipping address?
No worries—just email us within 1 hour of ordering and we’ll do our best to update it.
If a package is returned to us because the address was incorrect or undeliverable:
- We can reship it for a $10.00 reshipping fee, or
- We can provide store credit
Do you offer personalized/custom designs?
Not at this time, but we’re always creating new designs, so keep an eye out for fresh drops!
How do I make sure I pick the right device model/size?
Fit matters, and we want you to love it.
Please double-check your device model before ordering. If you’re not sure, use our Device Guide or email us and we’ll help you choose the right one.
Still need help?
Email info@elcohouse.store and include your order number for the fastest support. We’re happy to help!