Shipping Policy
SHIPPING POLICY
Last updated: August 22, 2026
At Ella Monterey, we want your order handled carefully, clearly and as quickly as possible. This Shipping Policy explains how we process, ship and deliver orders placed through ellamonterey.com to customers in the United States.
WHERE WE SHIP
We currently ship to addresses within the United States, including Alaska, Hawaii, Puerto Rico and other U.S. territories, as well as APO, FPO and DPO addresses. Deliveries to these destinations may take longer than the standard delivery estimate below.
We do not ship to freight forwarders. We are not able to deliver to every P.O. Box, as this depends on the carrier assigned to your order.
ORDER PROCESSING TIME
After your order is placed, please allow 1 to 3 business days for processing. During this time we review your order, verify the product details, confirm your shipping information and prepare your order for dispatch.
Business days are Monday through Friday, excluding public holidays. Orders placed on a weekend or holiday begin processing the next business day.
DELIVERY TIME
After your order has been processed and dispatched, delivery typically takes 7 to 15 business days, for a total estimated delivery window of 8 to 18 business days from the date your order is placed.
Because many of our items ship from outside the United States, transit includes an international leg and U.S. customs clearance. We would rather give you an honest estimate than an optimistic one. Many orders arrive sooner than the upper end of this range.
Delivery times are good-faith estimates and may vary due to:
- carrier delays, weather events or customs processing
- peak shopping periods and public holidays
- incorrect or incomplete address details
- other circumstances outside our reasonable control
SHIPMENT DELAYS AND YOUR RIGHT TO CANCEL
We take our obligations under the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule seriously. If we cannot ship your order within the timeframe stated above, we will notify you by email, give you a revised shipping estimate and offer you the choice to either accept the new date or cancel your order for a full refund.
If you choose to cancel, we will issue your refund promptly to your original method of payment. If we are unable to provide a revised shipping date, your order will be canceled and refunded automatically.
WHERE YOUR ORDER SHIPS FROM
Ella Monterey is based in the Netherlands and works with a network of vetted manufacturing and fulfillment partners. Depending on the item, your order may ship directly from one of these partners rather than from a warehouse we operate ourselves. Some items ship from partners located outside the United States, including in China.
We use this model to avoid unnecessary handling steps and to keep our prices competitive. We disclose it here so you know what to expect: an order containing multiple items may arrive in separate packages, on different days, and with separate tracking numbers, at no extra cost to you.
SHIPPING COSTS, DUTIES AND TAXES
We offer free standard shipping on all orders within the United States, unless stated otherwise at checkout.
The price you pay at checkout is the final price for delivery. For items shipped from outside the United States, any applicable customs duties, tariffs and import fees are paid by us - you will not be asked to pay additional charges on delivery, and no package will be held at customs pending payment from you. Applicable sales tax is calculated and displayed at checkout where required.
If a carrier ever contacts you requesting a payment relating to an order from us, do not pay it. Contact us first at info@ellamonterey.com and we will resolve it directly with the carrier.
CARRIERS AND TRACKING
Depending on the product, the fulfillment location and your delivery address, orders may ship with the United States Postal Service, UPS, FedEx or one of our international shipping partners. International shipments are typically handed over to a domestic carrier for the final delivery within the United States.
Once your order has been dispatched, we will email you a confirmation with tracking details where tracking is available. Please allow up to 48 hours for tracking information to begin updating, and note that tracking may not update at all while a package is in transit between countries or awaiting customs clearance. This is normal and does not mean your package is lost.
INCORRECT OR INCOMPLETE ADDRESSES
Please double-check your shipping address before completing your order. If you notice an error, contact us as soon as possible and we will do everything we can to correct it - but once an order has been processed or dispatched, we may no longer be able to change the delivery address.
If a package is returned as undeliverable because of an incorrect or incomplete address, we will contact you to arrange reshipment or issue a refund for the item, less any non-recoverable shipping costs.
LOST, DELAYED OR STOLEN PACKAGES
Risk of loss passes to you upon delivery to the address you provided. If tracking shows your package as delivered but you have not received it, please first check:
- with other members of your household
- around your porch, mailbox, building lobby or with neighbors
- with your local post office or the delivery carrier
If you still cannot locate your package, contact us within 30 days of the delivery date. We will open an investigation with the carrier and work with you toward a resolution, which may include a replacement or a refund.
If your order has not arrived within the estimated delivery window, contact us and we will trace the shipment and advise you on next steps.
RETURNS AND REFUNDS
This policy covers shipping and delivery only. For information about returns, exchanges, cancellations and refunds, please see our Refund Policy on ellamonterey.com. Please do not return any item without first contacting us for return instructions.
QUESTIONS AND CONTACT
For any shipping question - a delay, an address correction or a package you cannot locate - please contact us and include your name, your order number and the email address used to place the order.
Email: info@ellamonterey.com
We respond within 1-2 business days, Monday through Friday.