Shipping policy

SHIPPING POLICY

DOMESTIC SHIPPING
We offer Standard Ground shipping within the United States. Orders typically arrive within 3–7 business days.

INTERNATIONAL SHIPPING
We ship internationally to Canada, Europe, the UK, and most countries worldwide. International orders typically arrive within 10–20 business days, depending on destination and customs processing.

Please note: international orders may be subject to customs duties, import taxes, and brokerage fees upon arrival. Your country's customs agency determines these charges, are not included in your order total or shipping cost, and are the customer's responsibility to pay. ILAYA is not responsible for delays caused by customs processing.

Some remote or restricted destinations may not be eligible for shipping. We will notify you if we are unable to fulfill an order to your location.

ORDER DAMAGED
What if my products are damaged upon arrival?
We are so sorry about this! If the contents of your package were damaged during transit, we will work with you to address this issue with the shipping carrier and repair or replace your items if possible. Please contact us right away at sales@ilayashop.com. We must be notified of any damages within 5 calendar days of your order being delivered.

MISSING ORDER
We are not responsible for packages that are lost or unretrievable from your designated shipping address once delivered. We strongly encourage selecting a secure shipping location. If you need to change your shipping address, please email us at sales@ilayashop.com as soon as possible, we can amend the address as long as the package has not yet left our facility, but we are unable to reroute a package once shipped.

If your package goes missing in transit, please notify us immediately and we will file a claim with the shipping carrier. You will also need to file a claim with the shipping provider as the recipient. For international orders, claims processes may vary by carrier and destination country, and resolution timelines may be longer than domestic claims.

PRE-ORDER ITEMS
Items marked "PRE-ORDER" are made to order and require additional production time before shipping, typically 4–5 weeks. The shipping timeframes listed above (Domestic and International) begin once your pre-order item has shipped, not from the date the order was placed. We will notify you by email once your pre-order ships, along with tracking information.

If your order contains both in-stock and pre-order items, we will ship your full order together once all items are ready, unless you request otherwise by emailing sales@ilayashop.com.