Note that fulfillment for all made to order products like Mugs, Tumblers, Canvas, Cushions, Pillows, Fleece Blankets, and various made to order home goods will take longer than usual until Covid-19 is controlled. Très Elite continues to be open for new online orders, the turnaround times will slower than usual. Domestic orders can take up to 18 business days to ship, special orders such as made to order items, pre-orders, and international orders may be delayed or canceled, our team is working hard to get your orders out ASAP. However, our priority is to keep our facility workers safe. With these safety restrictions, it does limit the number of orders we can ship per day.
We completely understand how you feel when your order is late or super late, it's not how we normally work, although we have 15 factories partners around the world, only 5 remains open, our largest facility has been shut down, many of our orders are falling behind, that also causes massive delays, and our customer service is being flooded with messages like: "Where is my order?" Or "When will you ship my order?" Or "Please update?". We understand everyone's frustration and know every late order, and we are doing everything we can, to get them out of the door, unless we are unable to ship to your country due to the restriction of postal services and Coronavirus. We are still working with our factories and postal/courier partners across the globe to maintain services, however, delays should be expected. Many countries have implemented special measures to combat the spread of Coronavirus COVID-19, especially for signature service to maintain social distancing.
The number of countries that we can deliver to is changing daily. Most major export routes remain open, and we continue to accept and process orders, although customers may experience varying levels of delay. There are significant delays to a number of countries right now due to a lack of available transport links and suspension of certain country’s postal operations. We strongly advise not to place any order to destinations listed as ‘On suspension’ at the moment, but, if you are already placed the order, please be patient.
All Postal Services is closely monitoring the COVID-19 situation and continues to follow strategies and measures recommended by the Centers for Disease Control and Prevention (CDC) and public health departments.
Due to COVID-19, postal services have been suspended to many international destinations at the request of the receiving Postal Operator or due to the lack of available transportation. The list of countries with mail service interruption is updated frequently. Countries listed on the suspension list due to the Unavailability of Transportation may not affect our ability to accept inbound mail destined for Latvia, Germany, London, US and Canada. The tables below indicate the following:
For destinations where service is still available, expect significant and unpredictable delays. Delays are the result of both limited air transportation and changes in the way Postal Operators deliver. Like Canada Post, Royal Mail, USPS, FedEx, many international Postal Operators have introduced changes to eliminate customer interactions at the door and support social & physical distancing. These changes may delay delivery and signature will not be available on some items.
**Our goal is to continue providing timely and reliable service. But in light of the current challenges, we have suspended the Money-back Guarantee for our Worldwide service until further notice. To see the full list of destinations in PDF, click here.
Our normally email response time is approximately up to 24 during weekdays and up to 72 hours if received on the weekends or peak days, due to the Covid-19, our responses will be delayed up to one week or two. We are unable to answer questions that have been answered or questions about delivery delays as you can read here for details, our staffs also not available on chat support 24/7.
You can ask for order cancellations to get full a refund or ask for store credits if your "made to order" has been purchased or re-purchased for more than 30 days and you are no longer want to wait, we will refund you in full, it may take up to 10 days to see the refund amount in your account. Order cancellations during this time without asking for a refund, will be issued with store credits (online gift card) plus 20% off discount codes that never expire and can be redeemed on any future orders. Please let us know your preferences by contacting us (with your name and order number(s))
We are very sorry for the inconvenience and thank you so much for your understanding, support, and patience.