FAQ

We are here to help! You can reach us via email at support@elytrapack.com. We typically respond within 24 business hours.

Yes, please! Including your order number allows our team to locate your information quickly and provide faster assistance. You can find your order number in your confirmation email.

Though we recommend messaging us through the original marketplace for the most seamless experience. If you choose to contact us via our website, please provide the name of the marketplace and your order number. This allows our team to locate your record across our different sales channels and assist you more efficiently.

We do not have a retail storefront at this time. To keep our prices competitive and our shipping fast, we operate exclusively through our online store and ship all orders directly from our warehouse in Corona, California.

Our team operates Monday through Friday, from 9:00 AM to 5:00 PM (PST). Please note that we are closed on weekends and all US Federal Holidays. All orders placed during business hours are typically processed within 24 hours.

Once your order ships (usually within 24 hours), you will receive a shipping confirmation email containing your USPS, UPS, or FedEx tracking number. You can click the link in that email or log into your account on our website to view the real-time status of your delivery.

To cancel an order, please contact us as soon as possible at support@elytrapack.com. We can cancel any order that has not yet reached the "Fulfillment" stage. If your order has already shipped from our Corona, CA warehouse, you will need to follow our standard return process.

If your order is still pending, we are happy to assist with a color exchange. For all other changes (change shipping address), we will cancel your current order so you can place a new one with your preferred items. Please note: Once an order has reached the fulfillment stage or passed our 12:00 PM PST daily cut-off, we can no longer make changes or cancel the shipment.

To ensure the highest level of security for your personal and payment information, all orders must be placed directly through our encrypted online store at elytrapack.com. We do not accept credit card details over the phone to protect your privacy and prevent unauthorized charges.

We accept all major credit cards (Visa, Mastercard, American Express, and Discover). For a faster checkout experience, we also support Apple Pay, Google Pay, and PayPal. All transactions are processed through a secure, encrypted connection to ensure your data is protected.

For your protection, our secure checkout system verifies all billing information. If you receive an error, please double-check your card details and billing address. If your information is correct but the transaction is still denied, we recommend contacting your bank or credit card provider to ensure the charge is authorized.

Yes, we accept most international credit cards. To protect our customers, our security system performs a strict validation check on all transactions. If your international card is being declined, it may be due to a mismatch in billing information or local bank restrictions. For the most reliable international checkout experience, we highly recommend using PayPal, as it offers an additional layer of verification that often bypasses these common security flags.

Yes. For all orders shipped outside the United States, the recipient is responsible for any customs duties, taxes (VAT/GST), and brokerage fees required by the destination country. These fees are not included in our shipping rates and are collected by the carrier at the time of delivery. We recommend checking with your local customs office for estimated costs before placing your order.

• Our products can be returned or exchanged if they are unused, in the original packaging, and with all tags attached.
• Returns are accepted up to 30 days from the delivery date for a full refund (minus original shipping costs).
• Customers are responsible for return shipping costs.
• Made-to-order items are not eligible for returns.
• Items returned in like-new condition but without original packaging will incur a 20% restocking fee.
• Refunds are contingent upon inspection upon return. Due to hygiene concerns, items that appear used (e.g., broken bite valve seal or used bladder) are not eligible for a refund.
• Please be aware that we are not responsible for lost or stolen packages or delays caused by the carrier. We offer shipping insurance to help protect your package. Please keep an eye on your tracking for delivery updates, and in case of any delivery issues, lost, or stolen packages, kindly contact the respective carrier (USPS or FedEx).

• If you receive a damaged or defective item, please contact us within 10 days of receiving the product.
• You have the option to receive either: A full refund to the original payment method, or A replacement of the damaged item at no additional cost.
• Please include a photo of the damaged or defective item when you contact us.

• To initiate a return or request store credit, contact our customer support team at support@elytra.com within the specified time frame.
• Provide your order number and a brief description of the reason for the return.
• Our team will guide you through the return process and provide instructions if necessary.

Upon approval of your return for non-damaged items, store credit will be issued as a one-time discount code for future purchases on our website.

Please send all returns to:

ElytraPack Return Department
254 Ott St STE G
Corona, CA 92882

Don’t forget to include a note with the original purchaser’s name and order number to ensure faster processing.

For items that are currently in stock, we typically require 1-2 business days to process and prepare the order for shipment.

Please note our warehouse is closed on weekends and USPS holidays**, and we are unable to ship out packages on these days.

*Orders placed on weekends or holidays will be processed on the next business day. For instance, if an order is placed on a Saturday or Sunday, it will be considered as a Monday order.

DHL, USPS, FedEx, and UPS. Carrier choice is at our discretion

We ship all orders from our warehouse in Corona, CA within 24 hours. Delivery times depend on the shipping method selected at checkout:

• Standard Shipping: 3–6 business days.
• Priority Mail: Approximately 3 business days.

Please note that our daily shipping cut-off is 12:00 PM PST. Orders placed after this time or on weekends will be processed the following business day.

We are happy to offer Free US Ground Shipping on all orders over $100! For orders under $100, or for expedited shipping methods, costs are calculated in real-time based on your delivery address. You can view your exact shipping total at checkout after entering your address, but before you finalize your payment.

All orders will be shipped from California, USA.

The tracking number will be sent to the email address on your order with a USPS / Fedex / UPS / DHL tracking number to track your shipment.

• USPS -https://www.usps.com
• USP -https://www.ups.com
• Fedex -https://www.fedex.com
• DHL -https://www.dhl.com

Please visit the carrier's website and use the tracking information provided to get the most accurate and up-to-date estimated delivery date.