Shipping policy

Effective Date: November 2, 2026

Elena’s Memoire is committed to delivering your candles, wax melts, air fresheners, incense, and other products safely and efficiently. Please review this Shipping Policy before placing an order.

1. Shipping Locations

Elena’s Memoire currently ships orders within the United States only.

We do not currently offer international shipping, including shipping to Canada.

2. Order Processing Time

Most orders are processed within 3–7 business days, excluding weekends and holidays.

Processing time may include:

  • Order verification
  • Product preparation or production, when applicable
  • Quality checking
  • Packaging
  • Preparation for shipment

Processing time is separate from the carrier delivery time.

You will receive a shipping confirmation email when your order has been shipped.

Certain handmade, made-to-order, seasonal, or customized products may require additional processing time. If additional time is expected, we will provide applicable information on the product page or communicate with you regarding your order.

3. Shipping Methods and Rates

Shipping rates are calculated at checkout based on the shipping weight of your order, destination, and shipping method selected.

We currently offer the following shipping options:

Standard Shipping – USPS Ground Advantage

Estimated carrier transit time: 3–5 business days after shipment.

Expedited Shipping – USPS Priority Mail

Estimated carrier transit time: 1–3 business days after shipment.

Carrier transit times are estimates and are not guaranteed.

The shipping method selected at checkout does not change the time required to process and prepare your order before shipment.

Any available shipping promotions or free shipping offers will be displayed on our website or during checkout, subject to the applicable promotion terms.

4. Delivery Timeframes

Estimated delivery times begin after your order has been processed and shipped, not from the date your order was placed.

Actual delivery times may vary depending on the destination, carrier operations, holidays, weather, and other circumstances.

Delivery may be affected by circumstances outside our reasonable control, including:

  • Postal or carrier delays
  • Severe weather
  • Natural disasters
  • Holidays
  • Transportation disruptions
  • Incorrect or incomplete shipping addresses
  • Other events beyond our reasonable control

If your shipment is delayed, please contact us so we can review the available tracking information and determine what assistance may be appropriate.

5. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review your shipping information before completing your order.

Incorrect or incomplete shipping information may result in delivery delays, returned packages, or additional shipping charges.

If an order is returned to us because an incorrect or incomplete address was provided, additional shipping charges may apply if the order is reshipped.

Please contact us as soon as possible if you notice an error in your shipping address after placing your order. We cannot guarantee that address changes can be made once an order has entered processing or has been shipped.

6. Lost, Stolen, or Missing Packages

If the carrier's tracking information shows that a package has been delivered but you cannot locate it, we recommend taking the following steps:

  • Check around your delivery location.
  • Check with household members or neighbors.
  • Check with your building's mailroom or management, if applicable.
  • Contact the carrier.
  • Check whether the carrier provided a delivery photo or additional delivery information.

Please contact Elena’s Memoire at shipping@elenasmemoire.com if you are unable to locate your package. We will review the available tracking information and may assist with contacting the carrier or initiating a carrier claim when appropriate.

For packages that are confirmed as delivered by the carrier, a replacement or refund is not guaranteed and will be evaluated based on the circumstances and applicable law.

If tracking indicates that a package is delayed, lost in transit, or otherwise has not been delivered, please contact us so we can review the shipment and determine what assistance or resolution may be available.

Nothing in this section limits any rights or remedies available to customers under applicable law.

7. Damaged Packages

If your order arrives damaged, please submit a return request through your customer account within 30 days of the confirmed delivery date, consistent with our Return & Refund Policy.

Please provide your order number and a description of the damage.

Photographs of the damaged product and original shipping packaging are welcome but are not required when submitting the initial request. We may request additional information if necessary to review your claim.

Please retain the damaged product and original packaging until the claim has been reviewed.

We will review the circumstances and determine the appropriate resolution, which may include a replacement, refund, store credit, or another appropriate resolution in accordance with our Return & Refund Policy and applicable law.

If the damaged product must be returned, Elena’s Memoire will cover the applicable return shipping costs. Customers will not be required to pay return shipping for approved claims involving products damaged during shipping.

8. Incorrect Orders

If you receive an incorrect item, please submit a return request through your customer account within 30 days of the confirmed delivery date.

Please provide your order number and identify the item you received incorrectly.

Photographs may be provided separately if available, but they are not required when submitting the initial request.

If the error was caused by Elena’s Memoire, we will review the request and work with you to provide an appropriate resolution, which may include a replacement, refund, or store credit, as applicable.

If the incorrect item must be returned, Elena’s Memoire will cover the applicable return shipping costs. Customers will not be required to pay return shipping for approved returns resulting from our fulfillment error, in accordance with our Return & Refund Policy and applicable law.

9. Shipping Fees

Shipping charges are generally non-refundable once an order has shipped, except where a refund is required under our Return & Refund Policy or applicable law.

If an order is refunded because of a shipping error, incorrect fulfillment, damaged shipment, defective product, or another circumstance where shipping charges are required to be refunded, the applicable shipping charges may also be refunded.

For additional information about return shipping costs and refunds, please review our Return & Refund Policy.

10. Multiple Items and Split Shipments

Depending on product availability and fulfillment requirements, items from the same order may occasionally be shipped separately.

If your order is shipped in multiple packages, you may receive separate tracking information.

You will not be charged additional shipping solely because an order is split into multiple shipments unless otherwise disclosed at checkout.

11. Contact Information

For shipping-related questions, delivery concerns, or assistance with tracking your order, please contact us at:

Elena’s Memoire

Email: shipping@elenasmemoire.com

For return requests, please use the return request process through your customer account on our website.

If you need assistance submitting a return request, you may contact us at support@elenasmemoire.com.