FAQ
Product Questions
WHICH PRODUCT IS RIGHT FOR MY HAIR?
Thinning or shedding hair? Start with the Hemp & Biotin Shampoo + Conditioner — designed to support fuller-looking hair and a healthy scalp.
Damaged, brittle, or chemically-treated hair? Choose the Silk Bond Repair Shampoo + Conditioner — the ProCutiGen bond complex helps rebuild strength.
Dry, dull hair that needs rescue? Add the Deep Restoration Silk Mask 1–2 times per week for intensive repair.
Not sure? The Hemp & Biotin Power Duo is our bestseller and a great place to start.
HOW LONG UNTIL I SEE RESULTS?
Hair grows in cycles, so patience matters. Most customers report softer, shinier hair after the first wash. Visible improvements in breakage and fullness typically appear after 4–8 weeks of consistent use.
IS IT SAFE FOR COLOR-TREATED HAIR?
Yes. All Elis & Co formulas are color-safe. They’re free from harsh sulfates that strip color.
HOW OFTEN SHOULD I USE THE SILK MASK?
1–2 times per week, or whenever your hair needs extra care. Leave it on for 8–12 minutes for the deepest repair.
ARE YOUR PRODUCTS VEGAN AND CRUELTY-FREE?
Our Hemp & Biotin line is 100% vegan. All products are cruelty-free — we never test on animals.
CAN I USE THESE PRODUCTS EVERY DAY?
Yes. Our shampoos and conditioners are gentle enough for daily use.
WHAT’S THE DIFFERENCE BETWEEN HEMP & BIOTIN AND SILK BOND?
Hemp & Biotin focuses on scalp health and fuller-looking hair (great for thinning/shedding). Silk Bond Repair focuses on rebuilding damaged strands (great for breakage and chemical damage). Many customers use both.
WHAT IS YOUR RETURN POLICY?
We offer a 30-day money-back guarantee. If you’re not happy, email support@eliscompany.com within 30 days of delivery.
Shipping & Order Questions
HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number soon after. E-Packet is our primary carrier for U.S customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand etc. Depending on where you live, packages are delivered within 5~25 days from the date of shipment.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
ADDRESS CHANGES:
Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
DO YOU SHIP INTERNATIONALLY?
Yes we ship internationally and to almost all countries. You will receive your shipment 5-25 days after the order is shipped. All orders are shipped out within 1 or 2 days.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
WHY ISN'T MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic (U.S) delivery issues become the responsibility of USPS once it’s been shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days prior to the delivery of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the Contact Us tab or email us at support@eliscompany.com.