Refund policy

Returns & Exchanges

We want you to be completely delighted with your purchase. If you are not 100% satisfied for any reason upon receiving your order, you may return the item(s) for a full item refund or exchange.

We accept returns and exchanges online by mail for up to 14 days after an item was purchased. Items must be unassembled, in their original packaging and/or box, and accompanied by the Order Confirmation email and packing slip. 

Returns will incur a standing return shipping fee. 

I already mailed back my order. How long will it take for me to get a refund?

Once your order has been returned and received, your refund will be processed and applied back onto the original method of payment within 2-5 business days, after an inspection by our quality and assurance team. Once processed, depending on your financial institution, it may take an additional 3-5 business days for the funds to be fully returned into your account.

How to return a product by mail

1. Contact a member of our customer care team at cs@ellaandross.com to begin your return. Simply mail your unassembled merchandise in its original packaging along with your Packing Slip, Sales Receipt, or Order Confirmation email. Please make sure that your items are in as-new condition, unassembled, and are returned in the original packaging. All returns must be made with the original packaging otherwise, a repackaging fee will be applied. You may want to choose a return shipping method that gives you the ability to track your return shipment. Please note, you will not be reimbursed for the cost of the return shipment.

2. Send the unassembled merchandise in its original box with your Packing Slip to: 1920 Silicone Drive, Pickering, ON,L1W 3V7

3. Original shipping charges are not refunded in the case of a return. Your purchase (less any shipping charges) will be refunded to your card within 5 business days of receipt.

4. Please note: We do not accept C.O.D.

5. We do not offer exchanges by mail. You may return your order by mail for a full refund and place a new order online for another item.