Frequently Asked Questions
Orders & Payments
Changing or Canceling an order
Because our orders process very quickly once submitted, we are unable to change your address or shipping method or modify or cancel an order that you have already placed.
However, returning your purchase is easy. For additional information, please email us elenergyinfusion@outlook.com
Promotional Terms and Conditions
All items in the sale category, One-Of-A-Kind Crystals and Large Crystals are final sale and cannot be returned. Discount codes and promotions cannot be combined or stacked upon one another; only one can be used per order. Discount codes and promotions are not valid on subscription items.
Payment Methods
Credit Cards- We accept American Express, Mastercard, Visa, Discover, Check and U.S. Money Orders. We do not accept Cash or Travelers Checks.
PayPal - Use any payment method on the growing list of ways to fund a PayPal account. Once you have funded your PayPal account, you can use our single-click PayPal express feature to speed through checkout.
Store credit and gift certificates- Of course, you can also use store credit or a gift certificate / gift code. Each gift certificate carries a gift code you can easily enter when completing checkout. Click here to find out more about gift certificates. Our E-Gift Cards are instantly delivered via e-mail, redeemable on our website, and they never expire!
Order Verification
Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order we ship out is authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal.
Currency
We recommend for all international orders that you use the Paypal option to process international credit cards. You don't need a Paypal account to use that option! Just choose the Paypal option, and then enter your credit card number.
Shipping & Delivery
How much will it cost to ship my order?
How can I change my payment method for an order?
Please allow a processing time of 3 to 5 business days from the time of placing your order for your order to ship (this is only for processing, pulling and packing your order; this does not include transit time). With larger crystals, it may take a little longer to pack and ship your order; we want to ensure your crystal arrives safe and sound! During peak shopping periods, processing time may take longer.
EL Energy Infusion does not ship Saturdays, Sundays or on national holidays. Orders ship within 2 to 3 business days of placing your order. Occasionally, orders will take longer depending on stock availability. We will notify you via email if this is the case with your order.
How long will l have to wait to receive my package?
Free shipping and Economy shipping orders , will take 3-5 business days of processing time and then 10-15 days of shipping time. Therefore, you can expect to receive it in 13-20 days.
Expedited Express , will still take 3-5 business days for processing and 5-8 days for shipping time.Expect in 8-15 days.
US Expedited Express so far doesn't cover non-mainland regions, such as Hawaii, Puerto Rico, Alaska, etc.
Why is it taking longer than usual for my order to arrive?
Once the package has been picked up and transferred to the shipping provider, EL Energy Infusion is no longer responsible for other delays that may occur.
As soon as your order is shipped, you will receive a confirmation email with tracking details. We recommend following your tracking closely to stay informed regarding the whereabouts of your order. If you are on a deadline or a strict timeline, we highly recommend looking into expedited shipping options, as even if you live locally, there are significant delays with ground shipping.
International Orders
For all international orders, the cost of shipping will vary depending on where you are shipping to, what is being shipped (the weight) and how quickly you wish to receive your package International shipments require the customer to claim their package at the nearest customs facility. You will be responsible for paying any duty fees, which will be determined upon pick up of your order.
Please allow up to 4-6 weeks for your shipment to arrive internationally, depending on the shipping method you choose when you place your order. We do our best to get our packages out as fast as we can!
However, after your package leaves the EL Energy Infusion headquarters, we have no control over the speed to which it arrives at your doorstep.
A Few Things to Note
1.We are not responsible for late shipments due to invalid address, customs clearance procedures, inclement weather, holidays, natural disasters or carrier delays.
2.Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. 3.Sometimes unexpected delay is caused due to thorough inspection, out of stock issue, especially during high-volume periods.
4. Please should contact us within 6 days of shipment if the package does not arrive in time, our customer team (elenergyinfusion@outlook.com ) will get back to you with solutions in 1-3 days.Overdue requests may not be able to accepted.
Refund & Return Policy
Thank you for choosing to purchase our crystal products. We are committed to providing you with high-quality products and excellent service. To ensure your shopping experience, we provide the following explanation of our policy regarding the non-returnability of crystal products.
About crystals
To serve you better and improve our performance, we may combine information you give us online, in our stores or through our catalogs. We may also combine that information with publicly available information and information we receive from or cross-reference with select partners and others. By combining this information we are better able to communicate with you about our products, special events and promotional purposes and to personalize your shopping experience.