Contact & Support
How can I contact you?
You can reach us anytime via Live Chat, our online contact form, or by email at support@etalaze.freshdesk.com. Our support team is always happy to help.
Orders & Payments
Do you have a minimum order requirement?
No. There is no minimum order at Etalaze—you can purchase exactly what you need.
What payment methods do you accept?
We offer the most discreet and efficient payment options available. All supported methods are shown during final checkout.
Shipping & Delivery
What is the shipping cost?
We ship to most countries for a flat rate of $35 USD per warehouse/location using Registered Air Mail. Some shipments include tracking, while others may have limited or delayed tracking updates.
Where do you ship from?
We ship from multiple international warehouses to reduce customs risk, including Europe, Asia, and USA Domestic locations. Orders may ship from different warehouses depending on product availability.
How long until my order ships?
Once your order status changes to “Processed,” tracking details are usually provided within 3–5 business days.
How long does delivery take?
Estimated delivery times after shipment:
US / Americas: 10–15 days
EU: 7–16 days
Asia: 12–45 days
Please note that delivery times are estimates and may vary due to customs, postal delays, weather, or holidays.
What shipping method do you use?
We primarily ship via regular or registered air mail, which offers the best balance of discretion and delivery success. In some cases, EMS or other services may be used when appropriate.
Are your packages discreet?
Yes. All packages are shipped in plain, neutral packaging with no logos, brand names, or product descriptions. If stricter delivery conditions are detected in your area, we may use alternative labels for added discretion.
Tracking & Delays
How do I track my order?
Tracking usually becomes active once the package reaches the destination country. You can use:
Your local postal service website
My tracking hasn’t updated for days — is this normal?
Yes. This is very common with international shipments. Tracking often updates only after customs clearance or local postal scans, especially once the package reaches USPS or the destination carrier.
What if my package is delayed?
Delays can happen due to customs checks or postal backlogs. In rare cases, delays may last 3–4 weeks. Rest assured, most shipments continue moving even when tracking appears unchanged.
Customs, Seizures & Reshipments
What is your delivery success rate?
We maintain an average 98% delivery success rate. Some regions (such as Canada and Australia) may have slightly higher scrutiny.
What happens if my package is seized?
If a package is seized (this happens to about 1–2% of orders), we offer reshipment for most countries. Please take a clear photo or scan of the seizure letter and send it to our Customer Support / Warehouse Team so we can investigate and initiate a reship.
Can my address be flagged if a package is seized?
No need to worry. Customs processes thousands of seizures daily, and address flagging is extremely unlikely. In our 12+ years of experience, we have not seen customers face serious consequences beyond a standard seizure notice.
EU Orders & Taxes
Do I need to pay taxes when ordering to the EU?
Yes. Since July 1, 2021, EU regulations require VAT and customs clearance for goods shipped from outside the EU. When ordering from international warehouses, you are responsible for any import procedures. We cannot provide invoices for these shipments.
Tip: We strongly recommend choosing an EU warehouse for faster delivery and no import procedures.
Returns & Address Issues
Can I change my delivery address?
Yes—as long as your order is not yet “Processed” or “Shipped.” Please contact Customer Support as soon as possible.
What if my package is returned to the sender?
Returned packages are usually unrecoverable. This often happens due to incorrect addresses, missed pickups, or customs issues.
If documentation is involved, please send a copy to Support so we can review reshipment eligibility.
Final Notes
What items are legal in my country?
Laws vary by country and change frequently. We recommend checking your local regulations. While we ship discreetly, responsibility for legality rests with the buyer.
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Direct Assistance (Kyle – Etalaze): https://t.me/etalaze
Customer Support Desk: support@etalaze.freshdesk.com
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