Frequently Asked Questions
How can I track my order?
Once you place an order you will receive an automated confirmation email with the details of your order. This email will have a button that says "View your order", & clicking it will show you the status of the order, as well as a clickable Tracking ID number that will show you more details about where your product is in the shipping process.
Additionally, you can click here to create an account & login to view the same order details and tracking information directly from this site.
What is your shipping & return policy?
For a limited time we are offering FREE SHIPPING on all of our products. They are shipped directly from the USA, ensuring a quick delivery time of around 2-6 days. You will receive an email with a link to view your order details & tracking info after each purchase. Please contact us if any questions or concerns come up during the delivery process.
We accept returns for a full refund, or replacement, within 30 days of delivery. Please contact us to initiate a return. Depending on the circumstances, we will either send you a return shipping label & provide instructions on how to ship the return, or we will give you the option to drop the product off at a local store (such as a UPS Store).
Once the returned product is received & inspected, the refund will be issued immediately. Once we issue the refund (& depending on the payment method you used), the refund should hit your account within 3-7 business days. The process is simple, and we can help you through every step. We're always here for you!
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, Discover, American Express (Amex), Diners Club, & JCB.
We also accept accelerated checkout options like Apple Pay, Google Pay, Shop Pay, PayPal, Amazon Pay, & Venmo.
We also offer the option to pay in 4 interest-free installments with Shop Pay.
Is your payment processor safe & secure?
Absolutely! Our payment processor is powered by Shopify, the largest e-commerce platform in the USA. It is certified as Level 1 PCI DSS compliant (the highest security standard) & uses multiple layers of security, including encryption, tokenization, & fraud analysis.
Learn more on Shopify's site here.
Do your products come with a warranty?
We stand behind the quality of our products. All items come with a 1-Year Warranty fulfilled by us, Elevate Massive. If you experience any issues with your product, please contact our support team directly at support@elevatemassive.com and we will handle the replacement process for you.
What is the best way to contact customer support?
The best way to contact us is by emailing us directly at support@elevatemassive.com or by filling out the contact form below. This allows us to prioritize your requests & provide thorough responses. We typically respond quickly, but we guarantee responses within 24 hours.
We currently do not have a phone number that you can call. However, if you need immediate assistance you may use our 'Chat' feature by clicking on the black 'Chat' bubble on the bottom-right corner of your screen. A representative will be available to chat with you as soon as possible.
Do you have a physical location?
While our main headquarters are in Cleveland Ohio, we do not have a physical location that is open to the public. Our operations are completely virtual!
Do you partner with sellers/manufacturers?
We are always on the lookout for partnerships with sellers & manufacturers. If you have any innovative new products that could be a good fit for us, send us a message!