Shipping policy

ElalaUSA.com Shipping Terms and Conditions

This is a binding agreement between Elala Inc. and you.

Holiday Shipping Notice
Tracking Packages
Risk of Loss or Damage
Shipping Location
Shipping Method
Shipping Fee
Delivery Time
Other Shipping Questions

Holiday Shipping Notice

During peak holiday periods, shipping carriers may experience delays. Please allow additional time for your Elala order to arrive. We appreciate your patience!

Tracking Packages

Once your order has shipped, we will email you a tracking number so you can monitor your package’s progress. A shipment confirmation will be sent to the email address you provided at checkout.

Risk of Loss or Damage

Elala is not liable for loss or damage once your order leaves our warehouse and is in the hands of the shipping carrier. We strongly recommend monitoring your tracking updates and choosing signature confirmation at delivery.

If your delivery requires a signature and you won’t be home:

You may be able to redirect your shipment to a nearby pickup location, reschedule the delivery, or update the delivery address using your carrier’s delivery management tools (note: fees may apply depending on the service and carrier).
You can also reschedule delivery or redirect to another address.

Please note:

Claims for lost packages will not be accepted for shipments that show a valid delivery signature.
If your box is visibly damaged on arrival, please:
1. Take clear photos of all sides of the packaging.
2. Open and inspect the product.
3. Take pictures of any visible product damage.
4. Report the issue to us within 48 hours of delivery.
5. Do not ride or activate your Elala scooter before contacting us—use of the product constitutes acceptance.

Shipping Location

We currently ship only to the continental 48 U.S. states.
We do not deliver to:

P.O. Boxes (including rural residential P.O. Boxes)
USPS/FEDEX/UPS drop boxes
Freight forwarding addresses
Military APO/FPO addresses or restricted zones

Shipping Method

Due to the nature of our products, we offer ground shipping only. Orders are shipped through a trusted carrier based on your location and delivery timeframe.

Delivery Time

Delivery times vary based on your location. Please refer to your tracking number for real-time updates. Tracking may take up to 72 hours to become available after your order is placed.

Route Package Protection FAQ

a) What is Route Package Protection?
Route helps protect your order against loss, theft, or damage during transit. You can opt in at checkout.

b) Where is my order?
Once shipped, tracking will be emailed. Download the Route app for real-time updates.

c) How does Route work?
If your protected order is lost, damaged, or stolen, Route’s support team will issue a refund or replacement.

d) Refunds & Reorders:

Refunds: Route refunds include subtotal, shipping, and tax (excluding the Route premium).
Reorders: Route will reorder your item(s) if in stock, or issue a refund for unavailable items.

e) Can I get a refund on Route if I cancel my order?
Yes—if your order hasn’t shipped. Once shipped, the Route premium is non-refundable.

f) When should I file a claim?

Marked as Delivered (Stolen): File between 5–30 days after marked as delivered
In Transit (Lost): File between 2–30 days (domestic)
Damaged: File within 30 days with photo proof

g) What if my order never arrives or is stolen?
If you purchased Route, file a claim here: Route Claims

h) What if my item arrives damaged?
Take photos of the packaging and item, and file a claim with Route. For manufacturing defects, contact us directly.