Depending on the delivery option you selected at checkout, we’ll email you a tracking link after your order has been shipped.

Follow this link to check the status of your order. We can also send you notifications about any important updates regarding your order – just make sure you’ve opted into notifications.

• Limits on available quantities
• The item is out of stock
• Price or other listing errors
• Additional information is needed by our Credit and Fraud Avoidance department
• Unavailable carrier or shipping method
• Using an older browser or app version which is no longer supported

If you need help with your order:

If the order’s maximum estimated delivery date has passed, and you’ve contacted the seller for help more than 48 hours ago, choose Open a case with Elergix.com Help Center section so we can help you. For qualifying orders, you’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.

Contacting a seller through Messages is the best way to get information about an item or resolve any issues you have with your order. Each seller on Elergix marketplace manages their own orders, and makes decisions about cancellations, refunds, and returns.

To ask a question about an item on Elergix.com marketplace:

1. Sign in to your Elergix account if you haven’t already.

2. On a listing page, select Message Seller.

3. Select the topic that best applies to your question. Type your message into the text box.

4. After you Send your message, the seller will be notified and can respond.

You can change your address after placing an order only if you meet all 5 criteria:

• Seller has not arranged shipment for your order.
• You have not made payment or payment has not been confirmed.
• You have not requested a change of address for the order before. Delivery address can only be changed once for each order.
• New address does not incur higher shipping fee.
• Did not use a Free Shipping Voucher when placing order.

If you meet all the above criteria, you may proceed to change your delivery address. 

If seller has yet to ship the order, you may proceed to cancel your order. Kindly inform the seller via Chat that you need to cancel in order to change the address. However, do note that the cancellation request is subject to seller’s approval. If the seller rejects your cancellation request, the order will proceed as per usual. 

How can I stay updated on any shipping delays?

To follow any updates from Elergix regarding USPS delays or any other issues that may impact your Elergix experience, simply visit order within your account at elergix.com.

Your order may be impacted if tracking for the order shows, “In Transit, Arriving Late.”

If there has never been any tracking information for your purchase, we kindly ask you to wait up to 7 days from the date of purchase as we offer sellers this window of time to ship your order with USPS. As soon as tracking for your order begins, we will provide you with an update. You can learn more about delayed orders here.

We suggest checking the status of your order by reaching out to the seller. Learn how to message your seller here.

We suggest checking the status of your order by reaching out to the seller. Learn how to message your seller

In the event that tracking stops and there are no additional updates 10 days from the last tracking update, please contact Elergix Support. Rest assured, we have a solution in place in the event that there are no further tracking updates.

In most cases, tracking may stop for a few days due to a minor delay, but will typically continue to update as the package is en route to its destination.

USPS can take some time to scan packages into their mail stream and update the tracking information. We ask that you allow 5 business days from the time the package was dropped off at your local post office or mail box for the tracking information to update.

If tracking information for your order has not updated after 5 business days from initial drop off/pickup, you can let us know directly through the order page:

In the app:

Go to your Account Tab (@username).

Select My Sales.

Select the order.

Select Problems/Order Inquiry.

Select Shipped, but Not Tracking.

Submit your report.

On the web:

Select your profile picture at the top-right of the page.

Select My Sales.

Select the order.

Select Problems/Order Inquiry.

Select Shipped, but Not Tracking.

Submit your report.

Once your report is submitted, we’ll be in touch with next steps!

Price gouging occurs when a seller increases the price of items to a level much higher than what is considered reasonable or fair. This activity is strictly prohibited on Elergix for essential items. Sellers listing such essential items must offer them at reasonable prices and are prohibited from unreasonably profiting from increased demand or disrupted supply caused by emergencies or disasters.

Please note that all sellers must follow all applicable laws and regulations that apply to the sale of their items. Sellers who violate this policy may be subject to listing removal and/or account suspension.

Elergix accepts the following forms of payment:

Credit or Debit Cards

Apple Pay

Google Pay

PayPal

PayPal Pay Later

Affirm

Venmo

You will need to enter your card number, expiration date, and CVV code to process your card payment.

The CVV code is used to verify that you have the physical card in your possession and helps reduce the risk of debit or credit card fraud. For most debit or credit cards, the CVV code is a 3-digit number on the back of the card, usually next to the signature panel.

For American Express cards, the CVV code is a 4-digit number on the front of the card above your card number.

Image: CVV code location on back of card.

Image: AMEX CVV code on front of card.

Per Payment Card Industry (PCI) laws, your CVV code will be asked for your initial transaction, but Elergix will never store your CVV code.

To add, change, or delete any of your payment options, go to your Account Tab > My Payment Methods.