Last Updated: October 5, 2026
Thank you for shopping with Eleven Lilacs.
Many of our diamond painting kits are made to order and are carefully prepared before shipment. This policy explains our estimated production times, shipping timeframes, tracking procedures, and what to do if there is a problem with your delivery.
1. Production Time
Most Eleven Lilacs diamond painting kits are made to order.
Standard made-to-order products generally require approximately:
1–2 weeks for production before shipment
Production time begins after your order has been successfully placed and payment has been confirmed.
Because these products are prepared specifically after an order is received, they are not always available for immediate shipment.
Production times are estimates and may occasionally take longer due to:
- High order volume
- Holidays
- Promotional events
- Manufacturing delays
- Material availability
- Quality-control checks
- Unexpected production issues
If we become aware of a significant delay affecting your order, we will make reasonable efforts to contact you using the email address associated with your order.
2. Pre-Order Products
Products identified as pre-order may have a longer production or availability period.
Unless a different timeframe is displayed on the applicable product page, pre-orders may require approximately:
3–4 weeks before shipment
Any timeframe shown for a pre-order is an estimate rather than a guaranteed shipping date.
Pre-order schedules may change due to manufacturing, inventory, transportation, or other circumstances outside our reasonable control.
If a product has a specific estimated availability or shipping period, the information displayed on that product page will apply.
3. Shipping Time
Once production is complete and your order has shipped, delivery generally requires approximately:
1–2 weeks
Actual delivery time depends on the destination, shipping carrier, transportation conditions, customs procedures, and local postal services.
For most standard made-to-order orders, the estimated total timeframe is therefore approximately:
2–4 weeks from order placement to delivery
This includes both:
- Approximately 1–2 weeks of production
- Approximately 1–2 weeks of shipping
These timeframes are estimates only and are not guaranteed delivery dates.
4. Delivery Delays
Shipping or delivery may take longer because of circumstances outside Eleven Lilacs’ reasonable control, including:
- Severe weather
- Carrier disruptions
- Transportation delays
- Holiday shipping volume
- Customs processing
- International transportation delays
- Local postal delays
- Incorrect or incomplete shipping addresses
- Unexpected regional or national delivery disruptions
A delivery arriving later than the estimated timeframe does not automatically mean that the package is lost.
If your shipment appears unusually delayed, please contact us and we will assist where reasonably possible.
5. Order Tracking
When tracking information is available, you will receive a shipping confirmation email after your order has been dispatched.
The email may include:
- Tracking number
- Shipping carrier
- Tracking link
- Shipment status information
Please allow approximately 24–48 hours after shipment for tracking information to begin updating.
It is normal for tracking information to remain unchanged temporarily while a package moves between carrier facilities.
6. Multiple Packages
In some circumstances, an order may be shipped in more than one package.
This may occur when:
- Products are fulfilled separately
- Products have different production schedules
- Certain components or products ship from different locations
If your order is divided into multiple shipments, you may receive separate tracking information for each package when available.
One package arriving before another does not necessarily mean part of your order is missing.
7. Shipping Address
Customers are responsible for providing a complete and accurate shipping address during checkout.
Before completing your purchase, please verify:
- Recipient name
- Street address
- Apartment, unit, or suite number
- City
- State or province
- Postal or ZIP code
- Country
If you notice an error after placing your order, contact us immediately at:
We will make reasonable efforts to update your address before shipment, but address changes cannot be guaranteed once production or fulfillment has begun.
8. Incorrect or Incomplete Addresses
Eleven Lilacs is not responsible for delivery delays caused by incorrect or incomplete shipping information provided by the customer, except where required by applicable law.
If a package is:
- Returned to sender
- Undeliverable
- Redirected
- Subject to additional shipping charges
because of an incorrect or incomplete customer-provided address, additional shipping fees may be required before the order can be sent again.
If the order is eligible for a refund instead of reshipment, shipping charges and other nonrecoverable costs may be deducted where permitted by law.
9. Address Changes After Shipment
Once an order has been transferred to the shipping carrier, Eleven Lilacs may no longer be able to change the destination address.
In some cases, the carrier may offer:
- Delivery instructions
- Package holds
- Redirection
- Pickup options
Availability of these services depends on the carrier and destination.
Any additional charges imposed by the carrier for customer-requested address changes or redirection may be the customer’s responsibility.
10. Packages Marked Delivered
If tracking shows your package as Delivered but you cannot locate it, please first:
- Check your mailbox and surrounding delivery area
- Check porches, side doors, garages, or other safe delivery locations
- Ask household members whether they received the package
- Check with neighbors when appropriate
- Contact your local carrier or postal office
- Allow approximately 24–48 hours, as some carrier systems may update shortly before final delivery
If the package still cannot be located, contact us at:
Please provide your order number and tracking information.
We will review the available information and assist with the carrier where reasonably possible.
11. Lost Packages
If tracking indicates that a package may have been lost while in transit, please contact us.
We may need to open or complete an inquiry with the shipping carrier before determining whether a package is officially considered lost.
Depending on the circumstances and the outcome of the carrier investigation, an eligible lost shipment may qualify for an appropriate resolution such as:
- Reshipment
- Replacement
- Refund
The appropriate solution will depend on the circumstances of the shipment and applicable law.
12. Stolen Packages
If tracking confirms delivery but the package appears to have been stolen after delivery, please contact us.
We will review the available delivery information and assist where reasonably possible.
We may also recommend contacting:
- The shipping carrier
- Your local postal service
- Building management, if applicable
- Local authorities when appropriate
A package confirmed as delivered by the carrier may require additional review before a replacement or refund can be provided.
13. Damaged Packages
If your package arrives visibly damaged, please photograph:
- The exterior packaging
- Shipping label
- Damaged area
- Product inside the package
- Any damaged components
Contact us as soon as possible at:
Please include your order number and clear photographs.
Damaged or defective products are handled according to our Refund & Return Policy.
Please keep the packaging and damaged products until we have reviewed your request.
14. Missing or Incorrect Items
Please inspect your order after delivery.
If your shipment is:
- Missing an item
- Missing a significant kit component
- Missing drills
- Missing accessories
- Incorrect
please contact us as soon as possible.
Include:
- Your order number
- Description of what is missing or incorrect
- Photographs when applicable
For missing diamond painting components, we may be able to send replacement parts without requiring the entire kit to be returned.
15. International Shipping
Eleven Lilacs may ship to international destinations where shipping service is available.
International delivery may take longer than domestic delivery because of:
- International transportation
- Customs processing
- Local postal services
- Import inspections
- Regional delivery conditions
International shipping estimates do not include customs processing delays.
16. Customs, Duties, Taxes, and Import Fees
International orders may be subject to:
- Customs duties
- Import taxes
- VAT
- Brokerage charges
- Handling fees
- Other government-imposed charges
Unless expressly collected during checkout or otherwise stated, these charges are not included in the product price or shipping charge paid to Eleven Lilacs.
The customer is responsible for applicable import duties, taxes, and customs fees imposed by the destination country, except where applicable law or checkout terms provide otherwise.
Eleven Lilacs does not determine or control customs charges imposed by government authorities.
Please contact your local customs authority if you need information about potential import charges before ordering.
17. Customs Delays
International packages may occasionally be held by customs for inspection or processing.
Eleven Lilacs cannot guarantee how quickly a country’s customs authority will process a shipment.
A customs delay does not necessarily mean that a shipment has been lost.
Customers should monitor tracking information and respond promptly if customs or the shipping carrier requests additional information.
18. Refused or Unclaimed International Packages
If an international shipment is:
- Refused
- Abandoned
- Unclaimed
- Returned because required customs fees were not paid
the customer may be responsible for shipping charges, return transportation costs, customs charges, or other expenses incurred as a result, where permitted by applicable law.
If a refund is available after the package is returned, applicable nonrecoverable costs may be deducted from the refund.
19. Shipping Charges
Shipping costs, when applicable, are calculated or displayed during checkout.
Shipping charges may vary depending on factors such as:
- Destination
- Package size
- Order contents
- Available shipping method
- Promotional offers
Shipping promotions may be subject to separate terms and may not apply to all destinations or products.
20. Shipping Charges and Returns
Original shipping charges are generally non-refundable when an eligible product is returned because the customer changed their mind.
If a return results from:
- Our error
- An incorrect product
- A defective product
- A damaged product
we will handle shipping costs in accordance with our Refund & Return Policy and applicable law.
21. Order Changes and Cancellations
Because many Eleven Lilacs products are made to order, production may begin soon after an order is placed.
If you need to change or cancel an order, please contact us as soon as possible.
We cannot guarantee changes or cancellations once:
- Production has started
- The order has entered fulfillment
- A shipping label has been created
- The package has been dispatched
Cancellation eligibility is governed by our Refund & Return Policy.
22. Combined Orders
Separate orders placed at different times are not guaranteed to be combined into one shipment.
Even when multiple orders are being produced for the same customer, they may be processed and shipped independently.
Shipping charges from separate orders may not be refundable simply because the orders ultimately ship near the same time.
23. Shipping Estimates Are Not Guarantees
All production, dispatch, transit, and delivery timeframes on our website are estimates unless we expressly state otherwise.
We cannot guarantee arrival by a particular date for:
- Birthdays
- Holidays
- Vacations
- Events
- Gifts
- Other deadlines
If you need an order for a specific date, please consider the full production and shipping timeframe before purchasing.
24. Contact Us
If you have questions about shipping, tracking, delivery, or an existing order, please contact:
Eleven Lilacs
Email: support@elevenlilacs.com
Website: elevenlilacs.com
Mailing Address:
PO Box 513
US Highway 60 E Unit #780
Republic, MO 65738
United States