Shipping policy

Last updated: July 26, 2026

Most Eliray pieces are made to order, so the time between placing your order and holding it comes in two parts: production, while we assemble your piece, and transit, while the carrier brings it to you. The estimates below are separate — please add them together when working out when to expect your order.

Quick reference


Production time — customized pieces	2 business days
Production time — ready-to-ship pieces	1–2 business days
Transit — Canada	4 business days
Transit — United States	4 business days
Transit — international	4-8 business days
Free shipping	Orders over $100 CAD within Canada
Standard rate	$14 CAD flat, Canada
Ships from	Surrey, BC, Canada

1. Where we ship

We ship across Canada[ and to the United States and selected international destinations]. Available destinations and rates are shown at checkout — if your country doesn't appear, we don't currently ship there.

We reserve the right to decline orders to destinations where shipping jewellery is impractical, uninsurable, or restricted.

2. Production time

Production begins once your order is placed and payment clears. It doesn't include weekends or statutory holidays.

Because each customized piece is assembled individually, production times vary with the complexity of the piece and with how many orders are ahead of yours. The estimate on the product page is our honest expectation, not a guarantee.

During launches, promotions, and the period from mid-November through December, production takes longer. If your order is going to be significantly delayed, we'll email you rather than leave you guessing.

Orders placed after 3:00 PM Pacific Time begin processing the next business day.

3. Shipping rates

Rates are calculated at checkout based on your address and order value.

Free standard shipping on Canadian orders over $[X] CAD
$[X] CAD flat rate on Canadian orders under that threshold
International rates are calculated at checkout

Free shipping thresholds are assessed on your order subtotal before tax, discounts, and gift cards.

Shipping charges are non-refundable once an order has entered production, except where the piece was faulty or we made an error.

4. Carriers and tracking

We ship with Canada Post, UPS, Purolator, FedEx, and DHL depending on destination, value, and service level. We may substitute the carrier at our discretion — including where the service selected at checkout is disrupted — provided the service level is equivalent or better.

You'll get a shipping confirmation email with tracking as soon as your parcel is collected. Tracking sometimes takes up to 24 hours to start showing movement after the carrier scans it in; this is normal and doesn't mean anything is wrong.

Insurance and signature. Orders over $[X] CAD ship with tracking, insurance, and signature on delivery. We may require a signature on any order at our discretion. If nobody is available to sign, the carrier will leave a card and hold the parcel for collection.

5. Delivery estimates are estimates

Transit times quoted at checkout come from the carrier and cover transit only — they don't include our production time.

We can't guarantee a delivery date. Once a parcel is with the carrier, weather, customs inspections, labour disruptions, network backlogs, and seasonal volume are outside our control. Delays of this kind aren't grounds for cancellation, a shipping refund, or compensation, though we'll always help you chase the parcel.

6. Ordering for a specific date

If your piece is for a wedding, birthday, anniversary, or trip, please order well ahead — for customized pieces we suggest at least [X] weeks before you need it, and more over the holidays.

Tell us the date at checkout or by email and we'll prioritize production where we can and recommend the right shipping service. What we can't do is guarantee a delivery date once the parcel has left us.

7. Your shipping address

Please check your address carefully before confirming your order. We ship to the address exactly as entered at checkout.

Include, where they apply:

Apartment, unit, or suite number
Buzzer code or building access instructions
Business name, for workplace deliveries
The correct postal or ZIP code

We can usually amend an address in the first few hours after an order — email hello@eliray.co straight away and we'll try. Once a parcel has shipped, we can't redirect it.

Parcels returned to us because the address was incomplete or incorrect can be reshipped, but you'll be charged shipping again. We aren't responsible for delays, additional charges, or non-delivery caused by an address supplied incorrectly at checkout.

8. P.O. boxes and remote addresses

Some carriers won't deliver to P.O. boxes, and some rural and remote postal codes are served by only one carrier or attract a surcharge.

If your address is affected, we'll contact you to arrange an alternative address or a different carrier before shipping.

9. Duties, taxes, and customs on international orders

Canadian orders include applicable GST, HST, PST, or QST, calculated at checkout based on your province.

For orders shipped outside Canada, the destination country may charge import duties, taxes, and customs handling fees. Where our checkout can calculate and collect these in advance, it will, and you'll see them itemized before you pay. Where it can't, they're payable by the recipient on arrival.

We don't control customs procedures, clearance times, or the amounts charged, and we can't mark parcels as gifts or declare a value lower than what you paid. Doing so is illegal and we won't do it.

If a parcel is refused or abandoned at customs and returned to us, any credit will be net of shipping costs and any duties we incur.

10. Parcels lost in transit

Once the carrier scans your parcel in, it's physically in their custody — but we won't leave you to argue with them alone.

If tracking hasn't moved for 10 business days domestically or 21 business days internationally, contact us and we'll open a carrier investigation on your behalf. Carriers require these investigations to be completed before they'll confirm a loss, which typically takes 5–10 business days.

If the carrier confirms your parcel is lost, we'll remake the piece or refund you in full — your choice.

11. Parcels marked as delivered

A parcel the carrier has scanned as delivered — including to a lobby, mailroom, concierge, parcel locker, or a designated safe place — isn't treated as lost.

If tracking says delivered and you can't find it:

Check your porch, mailbox, side door, and with anyone else at the address
Ask your building manager, concierge, or immediate neighbours
Contact the carrier directly, since they can often give a GPS location or the name of whoever signed

Get in touch and we'll share whatever delivery documentation we have and help you press the carrier. Where a delivery scan turns out to be inaccurate, we'll work with you to sort it out.

We can't take responsibility for parcels stolen after a confirmed delivery. If package theft is a concern where you live, choose a signature-required option or ship to your workplace.

12. Packaging

Every piece ships in protective packaging inside a discreet outer parcel — nothing on the outside indicates jewellery.

If you're sending several items as separate gifts, leave a note at checkout or email us before your order ships and we'll package them individually at no charge. We can't do this after dispatch.