Shipping policy
At Ellen Newyork, we aim to provide clear, reliable, and transparent shipping information so you know exactly what to expect after placing an order. Below you'll find full details about our shipping process, delivery times, and policies.
SHIPPING SERVICE OVERVIEW (AT A GLANCE)
| Subject | Policy Detail |
|---|---|
| Shipping Area | United States |
| Shipping Cost | Free standard shipping |
| Order Cut-Off Time | 5:00 PM (US Eastern Time – EST) |
| Order Handling Time | 1-2 business days (Mon–Fri) |
| Transit Time | 4-8 business days |
| Total Delivery Time | 5–10 business days |
DELIVERY TIME
Our delivery timeline consists of two stages:
Processing Time
Orders are reviewed, prepared, and packed within 1-2 business days after being placed.
Shipping Time
Once collected by our logistics partners, average in-transit times are:
United States: 4-8 business days
Shipping methods:
Depending on the destination and courier availability, parcels may be delivered by USPS, UPS, DHL, or FedEx.
Please note: These are standard delivery timeframes and do not include possible delays during peak periods such as holidays or promotional events.
Orders are processed on business days only. We do not process or dispatch orders on Saturdays or Sundays.
TOTAL ESTIMATED DELIVERY TIME
The total estimated delivery time is 5–10 business days (processing + transit).
Delivery estimates are not guaranteed and may vary depending on courier capacity, customs clearance, or external factors beyond our control.
ORDER CUT-OFF TIME
Orders placed before 5:00 PM (US Eastern Time – EST) are typically processed the same business day
Orders placed after 5:00 PM are processed the next business day
SHIPPING COSTS
We offer free standard shipping on all orders within the United States.
TRACKING YOUR PACKAGE
Once your order has shipped, you will receive a confirmation email with your tracking number. This can be used to follow your shipment via our website or the courier's tracking portal.
If tracking information does not update immediately, please allow up to 2 business days for the system to refresh.
MULTIPLE SHIPMENTS
For logistical reasons, some orders may be shipped in multiple parcels.
If this occurs, separate tracking numbers will be provided.
DELIVERY PARTNERS
We work with trusted logistics and courier partners to ensure reliable delivery across the United States. Some higher-value orders may require a signature upon delivery.
INTERNATIONAL SHIPPING
At this time, we ship exclusively within the United States.
Orders may be dispatched through our local or international logistics network and delivered directly to United States customers.
DELIVERY DELAYS
Occasionally, delivery delays may occur due to factors outside our control, such as weather conditions, customs processing, or courier disruptions.
Once a parcel has been handed over to the courier, delivery speed and handling are the responsibility of the carrier. We appreciate your patience in such situations.
INCORRECT OR INCOMPLETE ADDRESS
Please double-check your shipping address at checkout. Address changes are only possible before the order has been dispatched – contact us as soon as possible at support@ellen-newyork.com.
If a parcel is returned to us due to an incomplete or incorrect address, we may arrange a redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or offer store credit, in accordance with our Return & Refunds Policy.
PACKAGE MARKED AS DELIVERED BUT NOT RECEIVED
If your tracking shows delivered but you have not received your parcel:
Allow up to 48 hours – parcels are sometimes marked as delivered slightly early
Check with neighbours, household members, your mailbox, and any safe drop-off locations
Contact the courier with your tracking number
If the parcel still cannot be located, contact us at support@ellen-newyork.com and we will assist you with a claim. Please note that Ellen Newyork cannot be held responsible for theft or loss occurring after the courier has confirmed delivery to the correct address.
REFUSED OR UNCLAIMED PARCELS
Parcels refused upon delivery or left unclaimed and automatically returned to us are treated as a standard return and are subject to a 15% restocking fee, in accordance with our Return & Refunds Policy. Original shipping costs are non-refundable.
PO BOX & MILITARY ADDRESSES
Our couriers deliver to physical street addresses only. We are currently unable to deliver to PO Boxes or APO/FPO military addresses.
DAMAGED ON ARRIVAL
If your order arrives damaged, please contact us within 14 days of delivery with your order number and clear photos of the item and packaging, as described in our Return & Refunds Policy. We will resolve the issue as quickly as possible.
CUSTOMS & IMPORT CHARGES
Orders delivered within the United States are not subject to any additional customs or import charges. The price you see at checkout is the final price you pay.
POLICY UPDATES
Ellen Newyork reserves the right to update or modify this policy at any time. Changes take effect immediately upon publication on our website.
COMPANY INFORMATION
Trading Name: Ellen Newyork
Legal Entity: SG ECOM GLOBAL LLC
Company Number: 2026-001891894
Business Address (Administrative – not for visits):
63 N Burritt Ave Room 100 East 1014 Buffalo WY, USA
Please note: Ellen Newyork is an online-only store and does not have a physical visitor location.
CONTACT INFORMATION
Preferred contact method:
Email or contact form. We aim to respond within 24 hours.
Email:
support@ellen-newyork.com
Phone:
+1 (415) 873-1663
CUSTOMER SERVICE HOURS
(US Eastern Time – EST)
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM