ShippingUpdated 2 months ago

File a Shipping Warranty Claim:

Click here to file a shipping warranty claim if your package was lost, stolen, or damaged during transit and you purchased our shipping warranty.

Is shipping free?

We offer free USPS Parcel Select or UPS Ground Economy shipping on all US orders of $150 or more. For orders under $150, there is a flat $5 shipping fee. If you require special shipping instructions to your address, please contact us first at [email protected] or add your instructions to the 'notes' section during checkout. You also have the option to upgrade your shipping for faster delivery speed at checkout.

International orders are shipped via DHL Express and are quoted with shipping costs and prepaid duties.

How long does shipping take?

Free Shipping / Standard Shipping: Orders ship within 1-3 business days unless the item is on pre-order or backorder.

Expedited Shipping: If your order included expedited shipping, we will ship your order the same day if ordered before 11am central time. Orders placed after 11 am central time will be shipped the next business day.

Pre-orders will be shipped when they become available on a first-ordered, first shipped and availability basis.

If you have any special requests regarding your shipping, please contact us at [email protected] before ordering.

Do you ship internationally?

International orders are shipped via DHL Express. All international rates are quoted with shipping cost and prepaid duties. 

Help! My order has the wrong information!

All data entered by a customer for an order is the responsibility of the customer. We are not responsible for incorrect information entered such as name, address, email address, or item ordered. If you have entered the wrong information and need to change it, please contact us before your order is shipped at [email protected] as we are unable to change information after your item ships.

My package was undeliverable.

Please ensure your address is correct when ordering. All orders are sent to the address provided. If your order is returned to us due to an undeliverable address, we will refund you the price paid once the package is received by us, minus the return postage fees. If you would still like to have the item you ordered, you must place a new order with the correct shipping address.

I think my package was lost or stolen. What should I do?

Please ensure your order is being shipped to a secure location. White Elm is not responsible for lost, stolen or damaged packages or contents. If you feel your delivery location may not be secure and you would like to add a signature requirement, please select this option at checkout. An additional fee may apply.

If your package has not tracked in several days, please let us know and we will open an investigation on your behalf.

We strongly recommend that you purchase the White Elm shipping warranty at checkout that will protect you against lost, stolen or damaged packages. If you purchased the warranty and experience a lost, stolen or damaged package, please reach out to us for assistance. If you experience a lost, stolen or damaged package and the shipping warranty is attached to your order, please DO NOT file a claim with USPS or UPS. Doing so will void your shipping warranty and you will need to seek reimbursement from the carrier. Please reach out to us directly for help.

If you remove the shipping warranty at checkout, you are assuming full responsibility if your package is lost, stolen or damaged. All Priority Mail and UPS Ground shipments come with $100 of insurance. That is the maximum you can be reimbursed through the carrier if you remove the shipping warranty from your order. USPS Ground shipments are not insured.

I paid for expedited shipping but the carrier was late delivering.

Shipping costs paid to White Elm at checkout are paid directly to the carrier at the time of shipment. If the carrier misses a delivery date, we are not able to return the shipping costs paid unless the carrier refunds them to us. If the carrier misses a delivery date, we will work with the carrier on your behalf to file a claim for reimbursement. If the carrier reimburses the shipping cost to us, that refund will be passed on to you at that time. Expedited shipping delivery dates are NOT guaranteed.

WHITE ELM IS NOT RESPONSIBLE FOR CARRIER DELAYS.

Are the expedited shipping costs at checkout correct?

The shipping cost for expedited shipping at checkout is an estimate. If we go to ship your package and it requires a larger box due to the size of your order, we may need to collect additional shipping costs. We will contact you right away if we notice your shipping was underpaid. In order to process your order in a timely manner, an immediate response and payment are appreciated to not delay your order.

My order has a high value.

All orders of $250+ will be shipped using photo confirmation automatically.