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Shipping & Handling

Verification, Shipping, and Currency Policies

Très Elite is committed to providing high-quality products to customers around the world. We strive to make the shopping experience as smooth as possible by providing clear and concise information about our verification, shipping, and currency policies. Here’s what you need to know:

Verification

  • Product Sizing: We take manual measurements to ensure accurate sizing information. Please allow for slight variations in product dimensions due to the manual measurement process.
  • Shipping Address Verification: To ensure timely delivery, orders are shipped only to the address confirmed at checkout. Double-check your shipping address before finalizing your purchase.
  • Order Confirmation and Verification: After placing your order, you will receive a confirmation email once it has been authorized and verified. We will begin preparing your order immediately upon verification. Due to the time-sensitive nature of this process, changes or cancellations may be difficult, but we will make every effort to assist with your request.
  • Receiving Time: The total receiving time includes both processing and shipping times. Processing typically takes 3-7 business days, excluding holidays and weekends. Most orders are shipped within 1-4 business days of payment confirmation. Special orders, including trade, bulk, pre-orders, and custom products, may have different processing and shipping times. Please contact us for more details.

Currency Policy

  • Pricing: All transactions are processed in USD. The display currency on our site is for informational purposes and is based on the daily exchange rate.
  • Sales Tax: Sales tax is calculated and collected separately, unless otherwise indicated during the ordering process. Tax may be applicable based on the shipping state or country. The tax amount is calculated on the total purchase price, excluding shipping, handling, gift-wrap, and other service charges, and will be reflected in your order confirmation.

Shipping

  • General Shipping and Delivery: Notifications will be sent via email when your item leaves our warehouse, including the carrier name, tracking number, and a link to tracking information. For gift card purchases by email, you will receive a notification once the gift card has been sent.
  • Shipping Locations: Our primary shipping warehouse is in Vancouver, British Columbia. We may also ship directly from vendors or fulfillment centers globally for convenience. We reserve the right to determine the shipping location.
  • International Shipping: We ship to over 150 countries. Our international warehouses are located in Asia, America, Europe, and the Middle East. Orders may be dispatched from the nearest warehouse, and you might receive multiple packages for the same order.
  • Shipping Address: Orders can only be shipped to one address. For gift orders, the shipping address can differ from the billing address. Please specify at checkout if needed.
  • Shipping Time for Specific Countries: Shipments to countries like Russia, Turkey, Singapore, and others using CP Air Mail for packages under 2kg may take 25-45 working days, depending on the location.
  • Express Shipping: Available upon request. Contact us for a quote before purchasing.
  • Overnight Shipping: Orders must be placed by 1 pm PST to be processed the same day. Orders placed after this time will be processed the next business day.
  • Handling Time: Regular orders usually arrive within 5-15 business days. Delivery times depend on shipping method and destination. International orders may experience delays due to customs clearance.

Shipping Options for Trade, Wholesale, and Bulk Orders

  • Customs Duties and Import Taxes: We are not responsible for customs duties or import taxes. The invoice will show prices exclusive of these charges.

Overseas Products

  • Shipping Time: Overseas products are usually shipped within 7-15 business days. Returns due to a change of mind are not permitted for these products.
  • Warranty and Support: Manufacturer warranties may not be valid. Check warranty details before purchasing. For product information and return policies, contact us.
  • Custom Taxes: Shipping charges for small packages cover most tariffs but not customs taxes, duties, and fees for larger packages or international shipments.

Important Information for Overseas Products

  • Plug Types and Voltages: Ensure compatibility with local plug types and voltages. Contact us if you need assistance.
  • Warranty Conditions: May differ and not apply to your location. Review product details for warranty information.
  • Manuals and Safety Warnings: May not be available in the local language. Verify before purchasing.
  • Design and Labeling: May not conform to local standards. Check product descriptions for compliance.
  • Electrical Standards: Products may require adapters or converters. Contact us if unsure.
  • Conditions of Use: Verify compatibility with local conditions and consumer habits.

Shipping Status

  • Acceptance: Shipment has been accepted and is in processing.
  • Processing: Operations necessary to transfer the shipment to the final destination are underway.

Shipping Issues

  • Incorrect Product/Damage: If you receive the wrong product or find damage upon delivery, contact us within 24 hours for resolution. We will assist with returns, replacements, or refunds as needed.
  • Expedited Shipping Issues: For expedited shipping issues or delays, contact us immediately. We will investigate and take appropriate action to resolve the situation.
  • Regular Shipping Issues: If you have not received tracking information within 7 business days of placing your order, please contact us for assistance.

Special Orders

  • Return Policy: Special orders, including trade orders, wholesale and bulk orders, made-to-order, pre-order, or special place orders, are NOT returnable and NOT refundable. Please take this into account when submitting a special order.
  • Processing Times: Special orders, including custom items and holiday/event orders, may experience longer processing times. If you require expedited service, please request Express delivery when placing your order.

Signature Required

  • Delivery: Some deliveries may require a signature upon receipt. If no one is available to sign, the parcel will be held at a local facility for pickup. You will be notified if a signature is required.

Cancellation and Returns Policy

  • Order Cancellation: You may cancel your order within 60 minutes of placing it if it has not yet been dispatched. Once shipped, orders cannot be canceled.
  • Return Processing: Allow 3-7 business days for regular orders and up to 4 weeks for custom or special items to process and ship. Returns are subject to our standard policies.

Tracking Information

Contact Us

  • Customer Service Hours: Our customer service team is available between 10:00 am and 2:00 pm PST, Monday through Friday. To avoid delays, please refrain from sending multiple inquiries within a short period.
  • Extended Hours: Orders or emails received after 3 pm PST on Thursday or over weekends will be processed on the next business day. For urgent matters, please contact us during our regular hours.

Bonus Points Rewards

  • Account Holders: Earn bonus points by confirming receipt of your order. Points can be used for future purchases. For more information on earning and redeeming points, visit our website.

UKRAINE & CORONAVIRUS UPDATES

  • Service Interruptions: For the latest updates on delivery service interruptions due to the Ukraine conflict or Coronavirus, please click here. We will provide timely information on any potential impacts to your order.

Thank you for choosing Très Elite. We value your business and strive to provide excellent service. If you have any questions or need further assistance, please don’t hesitate to contact us.

FREQUENTLY ASKED QUESTIONS - RETURN & REFUND POLICY

GENERAL POLICY INQUIRIES

What is your standard return window?

We maintain a 14-calendar-day return period commencing from the date of delivery. All return requests must be initiated within this timeframe through our designated return portal.

What documentation is required for returns?

Required documentation includes:

  • Original order confirmation
  • Return merchandise authorization (RMA) number
  • Proof of purchase
  • Original product packaging
  • All accompanying documentation and accessories
How are refunds processed?

Refunds are processed to the original payment method within 3-5 business days of receiving and inspecting the returned merchandise. Additional 3-7 business days may be required for the funds to appear in your account, depending on your financial institution.

ELIGIBILITY & CONDITION REQUIREMENTS

What constitutes an eligible return?

Products eligible for return must meet the following criteria:

  • Within the 14-day return window
  • Unused and in original condition
  • Complete with original packaging and all components
  • Accompanied by valid proof of purchase
  • Not classified as final sale or non-returnable
What items are non-returnable?

The following categories are non-returnable:

  • Personal hygiene products
  • Customized or personalized merchandise
  • Clearance or final sale items
  • Opened software or digital products
  • Perishable goods
  • Items with removed tags or altered condition
How do you define "original condition"?

Original condition requires:

  • All original tags and labels attached
  • No signs of wear, use, or alterations
  • Original packaging intact and undamaged
  • All original components and accessories included
  • No evidence of exposure to smoke, pets, or environmental contaminants

RETURN PROCESS & PROCEDURES

What is the process for defective items?

For defective merchandise:

  1. Report within 24 hours of delivery
  2. Provide detailed description and photos
  3. Receive prepaid return label
  4. Return for full refund or replacement
  5. No restocking fee applies
How are gift returns processed?

Gift return options (if approved)

  • Store credit issued at the current selling price
  • Exchange for alternate items
  • Refund to the original purchaser (requires authorization)

A gift receipt is required to process any return.

How do I initiate a return?

Follow these steps to initiate a return:

  • Access our return portal
  • Enter your order number and email
  • Select items for return and specify reason
  • Receive RMA number and return instructions
  • Package items according to provided guidelines
  • Ship using authorized carrier with tracking
What are the packaging requirements?

Proper return packaging must:

  • Utilize original product packaging when possible
  • Include adequate protective materials
  • Secure all loose components
  • Display RMA number clearly
  • Meet carrier-specific requirements
  • Prevent damage during transit
How should I ship my return?

Approved return shipping methods:

  • Use authorized carriers only
  • Include tracking number
  • Insure valuable items
  • Retain proof of shipping
  • Follow provided return label instructions
How are international returns handled?

International returns require:

  • Additional processing time (10-15 business days)
  • Customer responsibility for duties/taxes
  • Compliance with customs regulations
  • International tracking number
  • Declared value documentation
How can I track my return?

You can track your return through the following options:

  • Online return portal
  • Order tracking number
  • Contacting customer service
  • Email status updates
  • Account dashboard
What if I have additional questions?

You can reach us via:

  • Contact form
  • Live chat

Response time: Within 24 business hours except holidays and weekends

Are there seasonal policy modifications?

Seasonal adjustments may include:

  • Extended return windows for holidays
  • Special terms for promotional returns
  • Potential processing delays during peak season
  • Temporary restrictions in high-volume periods
What if my issue isn't covered by standard policy?

We offer a special consideration process, which includes:

  • Submitting a detailed explanation of your issue
  • Providing any supporting documentation
  • A case-by-case evaluation
  • Management review if necessary
  • A written determination will be provided
What costs are refundable?

Refund components include:

  • Original product cost
  • Standard shipping charges (for defective items)
  • Applicable taxes

Note: Customers are responsible for return shipping costs for approved returns unless the item is defective or differs from the description.

Are there any deductions from refunds?

Potential refund deductions include:

  • Restocking fees (10-25% based on item value)
  • Missing component charges
  • Damage assessment fees
  • Original shipping costs (non-defective returns)
How are partial returns handled?

For partial order returns:

  • Refunds are prorated based on returned items
  • Original shipping charges are non-refundable
  • Individual item restocking fees apply
  • Bundle or promotional pricing may be adjusted

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