Elviros FAQ section background image of man with dog in front of Elviros mattress


Get Answers to Common Questions

Return / Refund

What is the return policy?

You have 100 days from your purchase date to return your Elviros Pillow, no matter the chosen style. We recommend using our product for at least 30 nights, giving your body ample time to adjust. If it doesn’t meet your expectations, we encourage you to contact us. Our team is ready to help improve your sleep or guide you through the return process, ensuring your satisfaction and comfort always come first. Learn more about our return policy here.

How do I return or exchange an item?

To start a return, first contact us at info@elviros.com for a return authorization. Include your order number, delivery address, and reason for the return. If the item is defective or wrong, please attach a photo.    

Then, mail your product to: 9119 Milliken Ave, Rancho Cucamonga, CA 91730. Remember, a receipt or proof of purchase is required. Please do not send your purchase back to the manufacturer.

For exchanges, simply email us at info@elviros.com. While you will need to cover the return shipping, we’ll ship your new item at no extra cost to you, unless you’re in Hawaii, Alaska, or Canada, where shipping charges will apply. Please understand, depending on your location, the time for your exchanged product to arrive may vary.

What are the conditions for receiving a refund?

To be eligible for a return, your items must be in their original state, including all bills, tags, and original packaging, without any visible signs of wear or use.

Please be aware that only partial refunds are granted for items not in their original condition, such as those showing clear signs of use, are damaged, or have missing parts for reasons not due to our error.

Are there any charges for returning a product?

Yes, the return shipping fee will be your responsibility, as shipping costs are non-refundable. Unfortunately, we cannot offer prepaid return shipping labels.  

For items valued over $25, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee the receipt of your returned item.

When can I expect my refund, and what if I don't receive it?

After we receive and inspect your return, we’ll email you to confirm receipt of your item and inform you whether your refund has been approved or not. If approved, your refund will be processed, and a credit will automatically be issued to your original payment method within 5-7 business days.

If your refund hasn’t appeared yet, first, please recheck your bank account. Then, reach out to your credit card company, as it might take some time for your refund to be officially posted. Your next step should be to contact your bank, as processing times can delay the posting of your refund. Should you have followed these steps and still not received your refund, please get in touch with us at info@elviros.com. We’re here to ensure your refund process is smooth and worry-free.

What if I want to cancel my order?

If you’ve had a change of heart, you can cancel your order as long as it hasn’t left our warehouse yet. Unfortunately, once your order is on its way, we’re unable to accept cancellations. We aim to process and dispatch orders swiftly to ensure you receive your Elviros products as soon as possible.

Shipping / Delivery

Where do you ship?

We ship throughout the United States, including Alaska and Hawaii. Currently, we’re unable to ship to overseas military installations.

How much is shipping?

Enjoy free shipping on us for any order within the 48 contiguous United States. For our friends in Hawaii, Alaska, and Puerto Rico, a flat shipping rate of $15 applies.  

Please be aware of your local customs and tax fees before placing your order. These additional charges are your responsibility and are not covered by Elviros. They’re determined by your country and are added to the cost of your product and shipping. We’re committed to assisting you within the bounds of the law but cannot circumvent legal requirements to avoid these fees.

How soon can I get my order?

All standard orders will be dispatched within 3 working days, with a delivery timeline of 3 to 7 working days after dispatch.

Orders placed after 6 PM start processing the next day.   We’ll also send you a tracking ID by email once your order is dispatched, so you can follow its journey to you. Our shipping schedule runs from Monday to Friday, taking a rest over the weekend.

What if there are delays or issues with my shipment?

In some areas, especially containment zones, delays can happen. It’s also possible for a package to miss a scan and seem to pause in transit, but rest assured, it’s likely still on its way. If your delivery is delayed, particularly during the holiday season, this could be due to broader global factors. We’re committed to keeping you informed every step of the way.   

Once your order leaves our warehouse, its journey is mostly in the hands of the shipping company (USPS, UPS, or FedEx-Economy), and we select these partners based on rates.   

Should your delivery be urgent, don’t hesitate to contact us at info@elviros.com; we’re here to assist as much as we can.


What payment methods does Elviros accept?

Our accepted payment methods are PayPal, G Pay, Apple Pay, and credit/debit cards. The credit/debit cards we accept are Visa, MasterCard, American Express, Discover, Diners Club International, and JCB.

What should I do if my payment fails?

If your payment fails, we recommend checking your payment information for accuracy and ensuring you have sufficient funds. You might also consider trying a different payment method.  

If issues persist, don't hesitate to reach out to our customer service team at info@elviros.com. We're here to provide the necessary assistance and guide you through resolving any payment issues you may encounter.

Do you charge sales tax?

No, we don't charge sales tax on our products. When you make a purchase with us, the price you see is the price you pay, with no additional tax added at checkout.

How do I use a promo code or gift card?

To redeem a promo code or gift card, simply add it in the designated field labeled "Add a discount code" within your shopping cart, or input the code during checkout.

My Account

How do I create an account?

Simply click the account icon located in the top right corner of our website or follow this link: https://www.elviros.com/account/login?return_url=%2Faccount. Once there, hit “Register” and share a bit about yourself, including your first name, last name, and email. Welcome aboard – we’re thrilled to have you with us!

How do I reset my password?

If you have forgotten your password, just visit the Log In page at https://www.elviros.com/account/login?return_url=%2Faccount and click "Forgot your password?" Enter your email to receive a reset link. It might have sneaked into your junk folder, so be sure to check there too.

Couldn't find an answer?

Our customer care team is here to help from Monday to Friday, 8 AM to 5 PM AEST, Saturdays from 9:30 AM to 5 PM, and Sundays
from 10 AM to 4 PM AEST.   
You can connect with us in several easy ways:
fill out the form on our Contact Us page at https://www.elviros.com/pages/contact-us,
use the chat feature for instant support, send an email to
info@elviros.com, or give us a call at +1(551)-587-0912.  

We’re eager to assist you with any questions or concerns you might have