Frequently Asked Questions
Frequently Asked Questions
1. Can I change or cancel my order?
Yes, provided your request is received before the order ships. Email orders@elielcycling.com with your order number and the requested change or cancellation as soon as possible.
2. When will my order arrive?
For the contiguous US and Washington, DC, estimated delivery is 4–10 business days with standard shipping or 2–3 business days with expedited shipping. These estimates include processing. Other destinations and preorders have different timelines—see Shipping Information or the product page.
3. Do you offer free shipping?
Standard shipping is free for EFT members and orders of $100 or more delivered to all US states, Washington, DC, US territories, and APO/FPO addresses. Eligibility is based on the merchandise subtotal before discounts and taxes. Standard shipping is $10 for orders under $100. International orders do not qualify for free shipping.
4. How do I track my order?
A shipping confirmation email with tracking details is sent when your order ships. Tracking is also available in your Eliel account’s order history.
5. What if my package is delayed or marked delivered but hasn’t arrived?
Continue checking the carrier’s tracking updates and allow two additional business days beyond the expected delivery date or delivered scan for the package to arrive. If it still hasn’t arrived, email orders@elielcycling.com with your order number.
6. Do you ship internationally or to PO boxes and military addresses?
Yes. International shipping is $35 to available destinations, with estimated delivery in 10–25 business days. Import duties, taxes, and customs fees are additional and paid by the recipient. PO boxes and APO/FPO addresses ship via USPS. Expedited shipping is unavailable for international destinations, US territories, PO boxes, and APO/FPO addresses. See Shipping Information.
7. Can I return or exchange an item?
Eligible items qualify for free returns or exchanges within 30 days of delivery, with a prepaid shipping label. Items must be unworn, unwashed, and in original condition with original packaging intact. Final-sale items, custom apparel, limited-edition or presale collections made specifically for your order, and Pro Program purchases are excluded. See Returns & Exchanges.
8. How do I start a return or exchange?
Sign in to your Eliel account, open your order history, and select the order to submit a request. Exchanges depend on availability. For the fastest replacement, place a new order and return the eligible original item for a refund.
9. When will I receive my refund?
Returns are typically inspected and processed within five business days of receipt. After the refund is processed, allow another 7–10 business days for the credit to appear, depending on the payment provider.
10. What if an item I ordered is out of stock?
Our customer service team will contact you to discuss alternatives or arrange a refund or store credit. Some products are replenished regularly, while seasonal and limited-edition items may not return.
11. What should I do if my gear arrives damaged or develops a defect?
Email orders@elielcycling.com with the order number or proof of purchase, a description of the issue, and clear photos. Our one-year warranty covers material and manufacturing defects for the original owner; normal wear, abrasion, improper care, and crash damage are excluded. Please contact us before sending anything back. See Warranty.
12. Do you repair gear outside the warranty?
We do not offer a repair service for damage outside the terms of our warranty program. If you’re unsure whether an issue qualifies, email orders@elielcycling.com with photos for review.
13. How should I wash and dry my Eliel gear?
Follow the garment’s care label. Close zippers, turn garments inside out, and wash in cool or cold water without fabric softener. Keep them separate from towels, denim, and exposed Velcro. Hang dry or lay flat; avoid heated tumble drying. Wash before first wear and after every ride. See Care Instructions.
14. What is the Eliel Factory Team, and how do I join?
The Eliel Factory Team brings riders together through exclusive apparel, shared experiences, and year-round benefits. For $99 annually, members receive 20% off Eliel products, free standard shipping on eligible US destinations, access to limited-edition team kits, early access to select launches, and member rides, events, and partner offers. Explore the benefits and join on our Eliel Factory Team page.
15. Who qualifies for the Eliel Pro Program?
Employees in the cycling and outdoor sports industry may apply using a company email address or alternative employment verification. Applications are typically reviewed within 14 business days, and approved membership includes EFT benefits. See Eliel Pro Program for eligibility and purchase restrictions.
16. How can I contact customer service?
Email orders@elielcycling.com, call or text +1 858-704-6412, or use website chat. Our team is available Monday–Friday, 10:00 AM–4:00 PM Pacific Time, and typically responds to messages within one business day. Automated chat is available anytime.