FAQ

Frequently Asked Questions
Effective date: October 6, 2026

Where do you ship?

We deliver to valid addresses within the United States only. We do not offer international shipping.

Where are orders shipped from?

All orders are shipped from within the United States.

How much does shipping cost?

Standard U.S. shipping is free, with no minimum purchase required. If an optional expedited service is available, its price will be shown before payment.

How long will my order take?

Processing normally takes 1–3 business days. Standard carrier transit normally takes 3–7 business days after shipment. Total estimated delivery is approximately 4–10 business days after the order is placed.

Business days are Monday through Friday, excluding U.S. federal holidays. Delivery times are estimates, not guaranteed dates.

How do I track my order?

Open your shipment confirmation email and select the tracking link. Allow 24–48 hours for the first carrier scan to appear.

If your order contains multiple parcels, each may have a separate tracking number and delivery date.

Can I cancel or change my order?

Email support@theelsearchive.com within 12 hours after purchase with your order number and the requested cancellation or change.

Requests are subject to fulfillment status. Cancellation or changes cannot be guaranteed once fulfillment begins. See our Order Cancellation Policy for details.

What is the return window?

Submit an eligible return request within 30 calendar days after delivery.

This deadline applies to submitting your request, rather than the date the returned package reaches us. After approval, follow the return instructions and any dispatch deadline provided by our support team.

What condition must a returned item be in?

Items must be unused, in their original condition, and complete with all included accessories, display bases, archive cards, and documentation.

Opening the package to inspect the item does not, by itself, make it ineligible for return. Damage present on delivery does not make a damaged-item claim ineligible.

See our Return, Refund & Exchange Policy for full eligibility details.

How do I request a return?

Email support@theelsearchive.com with your order number, the item name, and the reason for your return.

Contact us before sending the item. We will provide return instructions and a free prepaid shipping label for eligible U.S. returns.

Is return shipping free?

Yes. We provide a free prepaid return label for eligible U.S. returns, including eligible change-of-mind returns and returns for damaged, defective, incomplete, or incorrect items.

If you prefer to arrange your own shipping, contact us first. Independently purchased postage is not automatically reimbursed.

Where do I send my return?

Returns are sent to:

BRANCHIO LLC / THE ELSE ARCHIVE
3238 S Palisades Dr
Springfield, MO 65807-8501
United States

Please contact us first and use the prepaid label we provide.

When will I receive my refund?

We inspect returned items and, for approved returns, initiate refunds to the original payment method within 7 calendar days after receiving the returned item at our return address. Your bank or payment provider may require additional time to post the refund.

Do you accept exchanges?

Yes. Eligible items may be exchanged within the 30-day return request window, subject to availability.

We provide a prepaid return label and pay standard shipping for approved exchanges. Any price difference will be explained before you agree to the exchange. If the replacement is unavailable, you may choose a refund.

What if my item arrives damaged, defective, incomplete, or incorrect?

Contact support@theelsearchive.com promptly with your order number and photographs when possible. Keep the item and packaging until we provide instructions.

Whenever possible, report visible shipping damage, missing components, or an incorrect item within 7 calendar days after delivery so we can investigate promptly.

Reporting later does not automatically make your claim ineligible, shorten the 30-day return request window, or limit applicable statutory rights.

We cover any required return shipping for these issues.

What if tracking says delivered but I cannot find my package?

Check nearby entrances, secure delivery locations, household members, and building staff. Then contact support@theelsearchive.com with your order number and tracking details.

We will review the shipment and, where appropriate, open a carrier investigation. A delivered tracking scan does not automatically determine the outcome of a missing-package claim.

Are the archive stories real?

No. Archive records are fictional storytelling. They do not describe real-world events or promise supernatural behavior, scents, movement, or other capabilities.

Materials, dimensions, included components, care instructions, and safety notes are practical product information.

Are the products children’s toys?

No. Unless an individual product page expressly states otherwise, our products are decorative collectibles for customers age 14 and older and are not intended for children’s play.

Keep delicate components, cords, glass, and packaging away from young children and pets.

Can decorative vessels hold food or candles?

Not unless the individual product page expressly states that use. Decorative vessels are not intended for food, drink, candles, or burning materials.

How should I care for my object?

Follow the care instructions on the individual product page and any instructions included with the item. Our Product Safety and Care page provides general guidance.

Which payment methods do you accept?

Available payment methods are displayed at checkout. Prices are in U.S. dollars. Applicable taxes and any optional shipping charges are shown before payment.

How can I contact customer service?

Email: support@theelsearchive.com
Phone: +1 (570) 463-5422
Hours: Monday–Friday, 9:00 AM–6:00 PM Central Time (CT), excluding U.S. federal holidays.

Email replies normally take 1–2 business days.

Who operates THE ELSE ARCHIVE?

THE ELSE ARCHIVE is operated by BRANCHIO LLC.

Business address:
3238 S Palisades Dr
Springfield, MO 65807-8501
United States