Shipping policy

 

WHEN WILL MY ORDER ARRIVE?

Machine deliveries typically take 1–2 weeks after your order is processed. Most supply and parts orders ship within 72 hours.

Will-call orders can be picked up at our Buffalo Grove, Illinois location from 9:30 AM to 4:30 PM. Orders must be placed by phone, as online will-call orders cannot be accepted.

 

COURIER METHODS & SHIPMENTS

Orders are dispatched through UPS Ground, UPS SurePost, USPS Ground Advantage, or USPS First-Class Package International Services (for Canada), unless an alternative delivery method is chosen. If customers request special delivery options, additional shipping fees may apply. In certain cases, we may determine that USPS or UPS SurePost is a more suitable option for your delivery address, and the use of these services will be at ELM USA's discretion. Most residential shipments are sent via UPS SurePost.

Please ensure delivery addresses are full and complete prior to placing your order. Your address must include a First AND Second Line (Unit Number, if applicable).  Otherwise, UPS will charge ELM USA a $21.00 Address Correction Fee (for any missing information) which will be passed along to the customer.  Once an order has been processed by our warehouse, if an Address Correction is necessary, ELM USA will charge the customer the $21.00 fee that UPS charges ELM USA.

 

RESIDENTIAL DELIVERY

Delivery carriers may occasionally leave packages at doorsteps, mailboxes, or outside residential properties when no one is available to receive them. ELM USA will not be responsible for any deliveries made to residential addresses that are left outside. Please note that all residential machine orders are shipped with "Adult Signature Required."

 

INCORRECT SUPPLY ORDER

If the Buyer receives a Product that does not match their Order due to an error by ELM USA, they must reach out to ELM USA within 7 days of receiving the Product. After returning the original Product in new condition and unopened with its original packaging, ELM USA will send the correct product as originally ordered. The Buyer must first obtain authorization from ELM USA before initiating the return. 

 

PRODUCTS DAMAGED OR LOST IN TRANSIT

Claims for any alleged damage to products incurred during transit from ELM USA to the designated destination specified by the Buyer must be promptly communicated to ELM USA. Notifications should be made within 48 hours of delivery, and the consignment note must be clearly marked as "Received Damaged." Additionally, any lost or undelivered packages must be reported within 14 days of shipment from ELM USA.

 

BACKORDERS

The Buyer understands that ELM USA may occasionally experience production, delivery, or other unexpected delays. ELM USA retains the discretion to allocate the distribution of ordered Products among its customers.

While ELM USA strives to fulfill orders in their entirety, it reserves the right to deliver orders partially. In such cases, ELM USA will reach out to inform you about the partial shipment and the status of any back orders.