Shipping policy

Processing:

  • Orders are processed and shipped Monday–Friday.
  • Most orders ship within 24 hours, though larger orders or those including specialty items may take up to 72 hours.

Please double-check your shipping address at checkout.

illo is not responsible for incomplete, inaccurate, or inaccessible addresses. Orders returned due to address issues may require additional shipping fees for reshipment. Original shipping costs are non-refundable.

Order Cancellation:  

We begin processing orders quickly to ensure fast delivery.

  • Once an order has been packed or a shipping label has been created, it cannot be canceled.
  • If you no longer want your order, you may return it once received, in accordance with our Return Policy.
  • Shipping fees are non-refundable.

If you need to cancel, please contact us as soon as possible—we’ll do our best to assist before your order enters the packing stage.

Shipping:

  • Orders most ship via UPS Ground Saver, or USPS First Class, whichever is most cost-effective.
  • You’ll receive a shipping confirmation email once a label is created. Tracking information may take up to 2 business day to update after the package is picked up.

Please note:

  • Shipping time estimates at checkout reflect transit time only and do not include processing time.
  • Once a package has been handed to the carrier, delivery is outside of our control. We are not responsible for delays due to weather, holidays, or carrier issues.

Local Pickup:

  • You’ll receive an email when your order is ready for pickup.
  • Please allow 1–2 business days for local pickup orders to be prepared. Some items may not be immediately available at our store and may need to be transferred from our warehouse.
  • For local pickup orders, please wait until you receive an email confirming that your order is ready for pickup before visiting the store.
  • Orders can be collected during store business hours (please check our website for current hours).

International Orders (Taxes & Duties):

  • International orders ship via Fedex or UPS International Economy.
  • Estimated delivery is 10–14 days from the order date.
  • Customers are responsible for any customs duties or taxes required by their country. illo is not responsible for these charges.