COVID-19 Prevention Policy
All contract workers and agents at our storage locations have been trained on proper hand washing protocol, work areas are cleaned prior to shipping each package and all employees wear vinyl gloves when packaging orders.
General F.A.Q Regarding COVID19 and Our Store
1. Can I place an order? Will Elchaton deliver the package?
Yes, Our sales are currently continuing. However, delivery times may be longer than usual and our selection of items available for international shipping may be temporarily reduced. You can find updated delivery times on the Shipping Policy Page. Do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. schools).
2. What's the status of my order and delivery? Can I change the address on my order?
You can track your order and deliveries from Your Orders on the website You can change the delivery address for an order until it ships. Please read our Refund Policy page.
Once your order has shipped, you can find tracking information in your order details.
3. Why are some items taking longer to ship?
As COVID-19 has spread, we have seen an increase in people shopping online. To serve our customers while also helping to ensure the safety of our associates, we have changed our logistics, transportation, supply chain, purchasing to prioritize stocking and delivering items that are a higher priority for our customers. This has resulted in some of our delivery time being longer than usual.
4. Is it safe to receive orders?
For guidance on Coronavirus, please refer to the World Health Organization website.
5. Is it possible to reduce contact with drivers when they deliver my orders?
Yes. Elchaton's delivery partners have been advised to reduce contact with customers by placing packages at the customer's doorstep and stepping back. If an ID check is required, these are now performed at a distance.
You can also choose a safe location where the driver can leave your package if you are not able to answer the door.
Here are the most common reasons canceling orders：
1. There was no response when we contacted you.
2. Your receiving address does not have a suitable shipping method, due to the COVID-19.
3. We reserve the right to refuse or cancel an order for any reason including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified by our credit and fraud avoidance department.
Before your package is shipped, we will check your receiving address. Due to COVID-19, if your address cannot be delivered in the original shipping method, we may change the shipping method, so your order tracking number may be changed.
I’d like to recall the measures we are taking to stay connected during this time. Please note that if you will like to get in touch with us for any reason, you can always do this through the following avenues:
Facebook Messenger: m.me/HealthyFurKitten
Post: 330 St Mary Avenue Suite 300, Winnipeg Manitoba R3C 3Z5
SMS: Toll Free - (855) 572-6006
If we notice an unexpected delay in the delivery of your parcels, we will communicate with you as soon as possible. Please note that Due to the impact of COVID-19, many countries have taken emergency measures one after another. Elchaton will process orders normally now, but please give your courier workers additional time to get your order to you.
We appreciate your patronage at this critical time and truly hope we do our best to make you happy always.
Please stay safe, much love to you.
From all of us at Elchaton