Ellerow accepts the following secure payment methods:

• Visa
  
• Mastercard
  
• American Express
  
• Diners Club
  
• Google Pay
  
• PayPal Wallet
  
• Shop Pay
  
• Shop Pay Installments (subject to eligibility and approval by Shop Pay)
  

All payments are processed through trusted third-party payment providers using encrypted checkout technology.

Yes. Ellerow uses SSL encryption and works with PCI DSS Level 1–compliant payment providers such as Shopify Payments and PayPal.

We do not store full credit card numbers on our servers.

Shop Pay Installments may be available at checkout for eligible customers.

All installment approvals, terms, and repayment schedules are determined solely by Shop Pay and its financing partners. Ellerow does not control financing decisions.

Yes. Ellerow offers Standard Delivery (Free Shipping) on eligible orders within the United States.

Standard Delivery includes curbside or near-residence delivery to a location accessible for unloading.

It does not include inside delivery, unpacking, assembly, or installation.

White-Glove Delivery is an optional paid service that may include inside delivery, room-of-choice placement, and removal of exterior packaging.

White-Glove Delivery must be requested and confirmed before shipment and is not included with free shipping.

Inside delivery is available only if White-Glove Delivery is purchased and confirmed in advance.

Standard Delivery does not include entry into the home.

Delivery time depends on product availability:

• In-stock items (U.S. warehouse): approximately 7–15 business days
  
• Items shipped from international partners: approximately 45–70 business days
  

Delivery timelines are estimates and may vary due to logistics, carrier routing, weather, or other factors beyond our control.

No. Ellerow currently ships only within the United States.

We do not ship internationally at this time.

Yes, but deliveries to Alaska, Hawaii, and Puerto Rico are considered remote or non-contiguous U.S. regions.

Additional freight charges and longer transit times may apply. Fees are assessed case-by-case based on product size and weight.

Customers are responsible for measuring all access points before ordering, including:

• Doorways
  
• Hallways
  
• Staircases
  
• Elevators
  
• Ceiling clearance
  

Please see our Measurement Guide

Product dimensions listed online do not include packaging. Packaging typically requires additional clearance.

If delivery cannot be completed due to insufficient access or inaccurate measurements, Ellerow cannot assume responsibility for the failed delivery.

White-Glove fees (if scheduled) are non-refundable once the delivery team has been dispatched.

Returns, if eligible, are handled according to our Return & Refund Policy.

Yes.

• Orders may be canceled free of charge within 48 hours of placement.
  
• After 48 hours, we will make reasonable efforts to stop fulfillment. If packing has begun, cancellation may not be possible and the order will proceed to delivery.

Eligible items may be returned within 30 days of delivery, provided they are unused, undamaged, and in original packaging.

Custom or made-to-order items and final sale items are not returnable.

Please see our return policy for details.

If the return is due to a confirmed defect or shipping damage, Ellerow covers return shipping.

For preference-based returns, the customer is responsible for return shipping costs.

Please contact us within 48 hours of delivery and provide photos of the packaging, shipping label, and damaged area.

Approved claims may qualify for a replacement, exchange, or refund.

If your order has not been delivered within 90 days from the order date (excluding custom items and remote regions), you may request order cancellation and a full refund.

Yes. Ellerow offers a Limited Warranty covering manufacturing defects for specific product categories and time periods.

Warranty coverage applies to residential use only and does not replace our Return & Refund Policy.

No. Variations in grain, color, texture, knots, or minor surface characteristics are natural features of handcrafted products and are not considered defects.

Assembly and installation are not included with Standard Delivery.

Lighting must be installed by a licensed electrician arranged by the customer.