FAQ
GENERAL SUPPORT
We do not sell kids replacement lids just yet but if you’re looking for some help with a broken item we offer a Limited Lifetime Warranty on all of our hydration products. If you’d like to start a claim please feel free to contact us here.
Our bottles and their components are made in China.
For quality assurance all of our products and components are inspected by Bureau Veritas, one of the most reputable global leaders in conformity assessment and certification services and were certified to pose no risk of harmful leaching chemicals like BPA, phthalates, PVC, polycarbonate, lead, cadmium and latex.
You can purchase Ello from any of these authorized retailers, including our official website www.elloproducts.com
- Amazon
- At Home
- Burlington
- BJs
- Costco
- Kroger/Fred Meyer (select stores)
- Macy's
- Meijer
- Office Depot
- Sam's Club
- Target
- Walmart
We rigorously test and evaluate our products with our proprietary internal processes as well as with industry leading FDA accredited 3rd party labs to ensure our products are safe and in compliance with all safety regulations. These tests verify that our products conform to California Prop 65 standards for heavy metals and Minnesota statute Minn. Stat. § 325E.3892 for exposure to lead and cadmium. This assures that our products pose no risk of BPA/BPS/BPF, phthalates, polycarbonate, lead, latex, PFAS, PBDE, or cadmium exposure to consumers.
Glass is considered a safe product material for food and drink. However, glass is not impervious to breakage and should your glass crack or break into pieces, it is important to handle glass safely to avoid injury.
Do not use plastic products to cook or boil. Excessive reheating time in the microwave may damage plastic containers. Sterilization and exposure to high temperatures can lead to microplastic release. We offer a variety of plastic alternatives using glass or stainless steel.
PRODUCT
Not all of our products are designed to be leakproof. Some products are not intended for liquid and some products use press fit lids that are not leakproof. Whether or not a product is leakproof will be stated on the product packaging or the product’s listing online. Leakproof product claims apply when the product has been used in accordance with all care and use instructions and all parts including gaskets and seals are properly assembled, undamaged or warped, do not contain excessive wear and tear, and are operating normally.
However, despite our best efforts to develop leakproof products, the unexpected can happen once it’s in your hands. To ensure you are minimizing risk of unexpected accidents or damage,in addition to the points made in the previous paragraph, please also consider the following:
- If you remove gaskets and seals for cleaning, please note the orientation and assembly method so you can reassemble them in the correct location and orientation.
- Consider transporting your product in an upright orientation.
- We do not recommend transporting your product in bags, backpacks, and the like or placed in locations where the lid could be inadvertently opened by another object or surface.
- We do not recommend transporting your product inside bags, backpacks, and the like that you are also transporting electronics in such as laptops, phones, or earbuds.
We advise that you wash your bottle after each use. Placing the bottle in the bottom rack of a dishwasher and the lid in the top rack is the best way to sanitize the bottle. If you do not have a dishwasher, we advise cleaning any buildup in the bottle with a combination of salt and ice. Place both in the bottle and shake vigorously, then rinse thoroughly. We also advise keeping the bottle unsealed when it's not in use. We've found it best to store it with the lid off. This eliminates any moisture buildup.
We recommend hand-washing any stainless products to extend product lifetime. We do not recommend using chemicals on your bottle. This can ruin or rust stainless steel.
Use baking soda for cleaning: For those stubborn spots inside your stainless bottle, mix 2-3 tablespoons of baking soda with a small amount of warm water to form a scrubbing paste. Dip the bristles of your bottle brush in the paste and work paste into affected area on the inside of your flask. Repeat as necessary until stain disappears.
Use white distilled vinegar for cleaning: You can use household white distilled vinegar to help remove any stains or discoloration on the inside of your bottle. We recommend putting ½ cup of vinegar in your bottle, gently swirling the vinegar around to wash any affected areas and let sit for 5 minutes. Rinse thoroughly with warm water and repeat if necessary.
Do not put your Ello stainless bottle in the microwave as it will damage your bottle and your microwave.
Ello plastic food storage is microwave safe without the lid. Do not use the product to cook or boil. Excessive reheating time in the microwave may damage the container. Sterilization and exposure to high temperatures can lead to microplastic release in all plastic food storage. An alternative to plastic is glass food storage.
No, you cannot put hot water in our glass bottles. Our bottles are constructed of soda lime glass, which is strong but not impervious to rapid temperature changes or impact. Like any glass vessel, it will expand and crack if left in the freezer or hit with boiling water.
We do not recommend freezing your bottle or leaving it in a freezing vehicle, as this may cause the bottle to crack.
Yes, your bottle is airport security friendly, as long as you remember to empty out what’s inside first.
WARRANTY
We want you to love your new Ello! We’re proud to stand behind the design, quality, materials and workmanship of every Ello product. We also know that on occasion, things happen. Ello warrants to the original purchaser of the product (“you”) that all Ello products will be free from defects in materials and workmanship for the lifetime of the originally purchased product, subject to the conditions below.
For detailed product warranty information, please click here.
No, it does not. Our product warranty only applies to the originally purchased product. There are no express warranties other than the warranty set forth herein.
For detailed product warranty information, please click here.
ORDER
We accept Visa, MasterCard, Discover and American Express. Debit cards with a Visa or MasterCard logo are also accepted. Unfortunately, checks, money orders, and AMEX/VISA/MC/DISCOVER gift cards are not accepted.
Orders placed will take 1-3 days business days to fulfill and ship, and should arrive to you within 6-8 business days. Please allow extra time for standard ground shipping to Alaska and Hawaii. The exact arrival time depends on several things including the time of day that you place your order and the address you are shipping to. Business days are Monday through Friday, excluding weekends and Federal holidays.
After you place your order, you'll immediately receive a confirmation email. We'll send you another email when your order ships that includes a tracking number, so you can keep track of just how soon your package will arrive.
To ensure your order reaches you as quickly as possible, processing begins immediately after your purchase. Because of this automated system, we are unable to cancel orders or make any changes (including address updates, item swaps, or quantity adjustments) once submitted.How to Return an Unwanted Order:
1. Allow your order to arrive at its destination.
2. Submit a return request through our ticketing system - https://www.elloproducts.com/pages/contact-us
3. Send the item back in its original condition per our return guidelines to receive your refund.
SHIPPING
To ensure you receive your order before Christmas, please order by 12/13 - 11:30am CST. Keep in mind that there may be shipping and customs delays, which may occur, and are outside our control.
Unfortunately, not yet. Ello Products does not currently ship to international destinations.
Price is determined by USPS via the weight, distance, and package size of the products within your order.
Lost or Missing Products:
For items not purchased directly from Elloproducts.com, please contact the retailer directly for any lost or missing
product shipments. For items purchased directly from the Elloproducts.com, lost or missing products that are confirmed as delivered are not eligible for a refund. If your tracking information says your order is delivered, but the package was not received please follow the steps below:
1.Check the address used on your order is correct via your account or order confirmation email. Remember to confirm any apartment or building numbers are correct as well.
2.If the address is correct, please reach out to the carrier (USPS, UPS, FedEx) to see if they can confirm the delivery of your order.
They can usually resolve these types of issues. Your tracking number will identify which service was used to ship your product.
3.If there is proof of confirmed delivery associated with your tracking number, we do not refund lost or stolen packages with confirmed delivery.
Please note if a package is declared lost by the carrier, please share that declaration with us and we will be happy to replace the
package at no additional cost.
For items not purchased directly from Elloproducts.com, please contact the retailer directly for any shipping related damage claims.
For items purchased directly from the Elloproducts.com, please contact our customer service team for a replacement shipped at no extra charge to you. An order number and photo of the damaged product is required for replacement.
Need to return your product? We accept returns for unused items purchased directly from the Ello website within 30 days of your purchase date. For products purchased from any other retailer, you will need to return the product to that same retailer and your return will be subject to the policies of that retailer.
All returns or exchanges must be unused and in their original condition with packaging attached. If your order is eligible for return and you would like to initiate a return for a refund, you can start your return process here. Please have your original order number handy and follow the prompts in the form. We will send you a prepaid return label for easy return of your merchandise, however, certain conditions apply:
- Returns on orders that qualified for $75 free shipping or containing food storage products or sets, may be assessed a $5.99 shipping fee.
- We do not refund original shipping charges.
- Product must be shipped back within 15 days of receiving the prepaid return label in order for the refund to be issued.
- Replacement lids sales are final and not eligible for return.
Refunds to your account will take approximately 4 weeks after we receive your product. Your credit card account will show the difference in purchase amount on your next statement, depending on the issuing bank or billing cycle.
Please note that our return policy applies only to purchases made directly through ElloProducts.com. Products purchased through third-party retailers, including Amazon, Target, Walmart, and TikTok Shop, are subject to the return policies of the original retailer.