For any additional questions, email our friendly ELXR CO LLC customer service team: firstname.lastname@example.org.
Due to the high volume of e-mails we receive, please allow at least 72 hours (excluding weekends) for a response. If there has been no response but, you see social media activity -- don't panic! Here are some answers to the most Frequently Asked Questions to assist you with immediately.
Whilst we endeavor to provide assistance quickly, ELXR CO will not tolerate abuse or customers who send three messages within a day regarding the same matter. Anyone who does this with will be placed at the back of the queue. All customer service emails will be responded to within 72hrs. Our customer service representatives are available only on Mondays-Fridays 10am- 3pm EST. All inquiries sent during the weekend will be responded to during business hours.
USPS SHIPPING COST
Our shipping rates are determined by USPS.
SHIPPING & DELIVERIES
Processing order time:
Please allow up to 2-3 weeks due to COVID19 updates. Sometimes if there are back orders, or if we have some items out of stock, it may take longer. We notify all customers if a shipment will be sent out in parts. If you wish to exchange one of the items that might be back ordered or temporarily out of stock, please get in touch.
Ownership of packages turned over to USPS transfers to the buyer. We are not responsible for lost, held, or damaged packages. We are not responsible for mis-delivery errors via carrier, or incorrect shipping info. Shipping is a service you purchase from USPS along with your order from us, so any shipping issues must be handled by USPS.
Will my personal information be kept private?
Yes. At ELXR CO, we respect your right to privacy. Therefore the information collected on this website will follow the strict privacy guidelines. We will never sell your information to a third party.
Elxr Co's mission to create products that heal, enable the body to thrive, and create optimal health. Our brand ethos is deeply rooted in bringing plant-based wellness to the everyday health-conscious individual.
RETURNS & CANCELLATIONS
All Sales Are Final. Due to the nature of our products, we cannot accept returns.
On the rare occasion a refund is requested post packing - there is a $9 restocking fee charged.
Cancellation policy or change of order Any change in order including cancellations must be communicated to us before 1pm ET the same business day. If outside of this timeline, we cannot guarantee the change or cancellation.
- All applicable customs fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package – the value is the retail cost. Elxr Co can’t mark any package(s) as a “Gift” in order to avoid customs and duties fees.
- Please note: on rare occasions, customs agents may delay the delivery of some packages at their discretion. Out of our control, sorry!
- For more information on customs and duties charges, please contact your local customs office.
- Orders can’t be shipped via an expedited shipping method.
WHAT WE COLLECT
We may collect, hold and process the following types of personal data:
Communication Data includes data derived from any communication that you may send to us, whether through our website, through email, text, social media messaging, social media posting or any other communication that you send us. We process this data for the purposes of communicating with you, for record keeping and for the establishment, pursuance or defence of legal claims. Our lawful basis for processing Communication Data is our legitimate interests, which in this case are to reply to communications sent to us, to keep records and to establish, pursue or defend legal claims.
Customer Data includes data relating to any purchases of products and/or services and may include data such as your name, title, billing address, delivery address, email address, phone number, contact details, purchase details and your credit card details. We process this data to supply our products and/or services to you and to keep records of such transactions. We may also use this data to improve our products and services. Our lawful basis for processing Customer Data is the performance of a contract between you and us and/or taking steps at your request to enter into such a contract.
User Data includes data about how you use our website and any services we provide together with any data that you post for publication on our website or through our services. We process this data to operate our website and our online services, to ensure relevant content is provided to you, to ensure the security of our website, to maintain back-ups of our website and/or databases, and to enable publication and administration of our website, our business and any other online services that we may provide. Our lawful basis for processing User Data is our legitimate interests which in this case are to enable us to properly administer our website, our online services and our business.
Technical Data includes data about your use of our website and online services such as your IP address, your login data, details about your browser, length of visit to pages on our website, page views and navigation paths, details about the number of times you use our website, time zone settings and other technology on the devices you use to access our website. We may source this data from our analytics tracking system. We process this data to analyse your use of our website and other online services, to administer and protect our business and website, to deliver relevant website content and advertisements to you and to understand the effectiveness of our online services and advertising. Our lawful basis for processing Technical Data is our legitimate interests, which in this case are to enable us to properly administer our website, our online services and our business, and to grow our business and to decide our marketing strategy.
Marketing Data includes data about your preferences in receiving marketing from us and our third parties and your communication preferences and may include your responses to customer surveys and/or offers. We may process this data to enable you to partake in any of our promotions, to deliver relevant website content and advertisements to you, to customise the website according to your interests and to measure or understand the effectiveness of this advertising. Our lawful basis for processing Marketing Data is our legitimate interests, which in this case are to study how customers use our products and services, to develop them, to grow our business and to decide our marketing strategy.
Sensitive Data includes data about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data. We may process this data to supply and/or recommend our products and services to you and to improve our products and services. Our lawful basis for processing Sensitive Data is our legitimate interests, which in this case are to enable us to serve our customers, to develop our products and services, to grow our business and to decide our marketing strategy.
HOW WE COLLECT INFORMATION
We will generally collect personal data about you directly through the website or any related mobile apps, or by way of correspondence you provide to us and telephone calls or meetings with you. We may also automatically collect certain data from you as you use our website or our services by using cookies and similar technologies.
Providing your information to us is voluntary. If your personal data is collected based on your consent, you may also withdraw that consent. If you choose not to provide your personal data, or if you withdraw consent, we may not be able to provide you with certain of our products or services or continue our relationship with you.
HOW WE HOLD YOUR INFORMATION (SECURITY)
We are committed to ensuring that your personal data is secure. We have put in place various physical, electronic and managerial procedures to safeguard and secure the information we collect online to help protect against unauthorised access or disclosure. However, please note that no system is ever completely secure.
We may hold personal data in different ways, including in paper form, electronic form and/or in other mediums. While we have taken steps that are reasonable in the circumstances to protect the personal data we hold from misuse, interference and loss and from unauthorised access, modification or disclosure, we cannot guarantee that such misuse, interference, loss, or unauthorised access, modification or disclosure will not occur.
We may also allow our employees and partners to access your personal data where they have a business need to know such data. We require such employees and partners to only process such data on our instructions and to keep it confidential.
We retain personal data only as long as necessary to fulfil the purpose it was collected for, to provide you with our services, for our legitimate and essential business purposes (such as maintaining the performance of our services), for complying with our legal obligations, and for resolving disputes. Following this period, we will destroy or de-identify the relevant personal data.
We may de-identify your personal data or aggregate it in such a way that it cannot be used to identify you. We may disclose de-identified information for any purpose we see fit, including to advertisers and other third-parties for their commercial, marketing, research and promotional purposes.
Our de-identification procedure involves:
- removing personal identifiers;
- removing or altering other information that may allow you to be identified; and
- continuously assessing and managing the risk of re-identification.
DIRECT MARKETING COMMUNICATIONS
We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. We may also use your personal data to contact you for market research purposes. We may contact you by email, phone, fax or mail. Our lawful basis of processing your personal data for these purposes is either your consent or our legitimate interests (namely to grow our business).
You may choose to restrict the collection or use of your personal data in the following ways:
- Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.
- If you have previously agreed to us using your personal data for direct marketing purposes, you may change your mind at any time by writing to or emailing us at email@example.com
We will not sell, distribute or lease your personal data to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
LINKS TO OTHER WEBSITES
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.