FAQ

Can I cancel or change my order?

You have 2 hours after placing your order to contact us at info@elcohouse.com with changes or cancellations. After that, production may have already started and we cannot make adjustments.

What is your return policy?

  • Kindle cases: Returns for store credit are accepted within 30 days of delivery if unused and in original packaging. Customer covers return shipping.

  • Other items (phone cases, desk mats, etc.): Because these are made to order, returns are only accepted if the item arrives damaged or defective. Please contact us within 30 days with a photo so we can make it right.
    Please double check your device model and sizes before ordering, since fit is specific.

What should I do if my item arrives damaged?

Email info@elcohouse.com with a photo within 30 days of delivery. We will replace or refund the item and cover shipping costs.

What happens if my package says “Delivered” but I do not have it?

If tracking shows your order was delivered but you have not received it, please contact your shipping carrier for assistance. We are not able to refund or replace orders once they are scanned as delivered. Please use a secure delivery address when placing your order.

What if my package is lost in transit?

If tracking shows your order is stuck or missing and it has not been marked as delivered, email us at info@elcohouse.com and we will help investigate or work on a solution.

What happens if I enter the wrong shipping address?

You have 2 hours after placing your order to contact us with corrections. If an order is returned to us due to an incorrect or undeliverable address, we can reship it for a $10 reshipping fee.  If you prefer, we can provide a store credit. 

Can you guarantee delivery by a certain date?

Production usually takes 2–5 business days (2 days for Kindle cases). After that, USPS shipping times vary and we cannot guarantee exact delivery dates. If you need something by a specific time, we recommend ordering early.

Do you offer personalized orders?

Not at this time.

Where do you ship?

We currently ship within the U.S. only.