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We are open 24/7 as usual. And We are working hard to guarantee safety delivery on time!But due to social distancing and keep our colleague safe the handling time will add 3 - 5 days.

Estimated time = Shipping processing time + Shipping delivery time.

I. Processing time: Within 7 Business Days (including: Quality control, Packing & Sorting).

  • All orders are processed within 5-7 business days. Orders are not shipped or delivered on weekends or holidays.

      II. Shipping Delivery Time:

      • Flat rate Shipping: 20-25 business days ($1.99)
        Standard Shipping: 10-20 business days ($3.59)
        Express Shipping: 8-14 business days ($6.99)
        Express Shipping(order$150+): 8-14 business days (free)

      About Shipping Address:

      • Your billing and mailing address had better be a complete match. If it's not a complete match you may be asked to verify your order. Fraudulent transactions will be cancelled. 
      • Please make sure your address is correct (Please write your complete address includes Apt# Street City and State.) and updated before your package is shipped. Once shipped you'll be responsible to contact the shipping company to make changes to your order.
      • Additional shipping charges caused by address modification
        or special address which do not include in Free Shipping Service will be paid by customers.
      • For delivering successfully, we suggest you leave your mobile number and recheck the address during checkout process. Unsuccessful delivery caused by unavailable mobile/address cannot be compensated.
      • For express service, DHL will only accept shipments to a valid street address. They do not deliver to P.O. Boxes. Additionally, Army Post Office (APO) and Fleet Post Office (FPO) addresses are not accepted.

      About Shipping Status/tracking#

      • Once you have placed an order, you will receive an Order Confirmation E-mail to confirm your order details. Once your item ships, you will receive a Shipping Confirmation E-mail with tracking#.
      • The tracking # is used for Shipping Part II (Distribution center to your home) since we use different carriers in Part I & II. It may cannot be tracked by 3-5 days or only showed "PRE-SHIPMENT", but do not worry, your order is under control. If you want to know the exact status in Shipping Part I, we can check it for you via e-mail.
      • elevenurban.com can not responsible for shipping times so do not offer refunds just because an order arrived later than expected.
      • elevenurban.com is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, you must contact the United States Postal Service directly at 1-800-ASK-USPS® (eg:1-800-275-8777).

      Tips:

      • We will notify the delay(caused by Bad Weather/Shopping Season/Order Surge) on FB home page and website shipping info page sometimes.
      • Customs house taxes happen sometimes and we are not responsible for it.
      • All shipping & delivery lead times are estimated by business time.
      • Our factory is located in Zhejiang China. Our US distribution center is located in DAYTON, OH 45439.
      • If you have any other questions, please contact our customer service team : service@elevenurban.com. (*Since we have too many emails to deal with recently, your email will be replied in 48 business hours.)

      Thank you for your patience and understanding. 

      III. How to Track your order

      All of our US parcels are delivered by USPS. And you will be given a tracking number once the order placed. You can track your order on www.usps.com

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