Questions? We’ve got answers.
Find quick answers about Eleon Direct orders, shipping, returns, warranty support, product use, and choosing the right tool for the job.
How do I contact Eleon Direct? +
You can contact us through the contact form on our website or email us directly at customersupport@eleondirect.com. Please include your order number if your message is about an existing order.
What should I include when contacting support? +
For the fastest help, include your order number, the product name, a short explanation of the issue, and clear photos or a video if the question is about damage, fit, setup, or product use.
Where can I find my order confirmation? +
Your order confirmation is sent to the email address used at checkout. If you cannot find it, check your spam or promotions folder, then contact us with the name and email used on the order.
When will I receive tracking? +
Tracking is usually sent by email once your order has shipped. If you have not received tracking, check your inbox and spam folder first, then contact support with your order number.
Can I change or cancel my order after placing it? +
Contact us as quickly as possible. If the order has not been processed or shipped yet, we’ll do our best to help. Once an order is already in motion, changes may not be possible.
What if my shipping address is wrong? +
Email us immediately with your order number and the correct address. If the order has not shipped yet, we’ll try to update it before dispatch.
Do you offer international shipping? +
Shipping availability and delivery options are shown at checkout. Enter your delivery address during checkout to see the available shipping methods for your location.
What if my item arrives damaged? +
Please contact us with your order number and clear photos of the damaged item and packaging. We’ll review the issue and help you with the next step.
What if I received the wrong product? +
Email support with your order number and a photo of what you received. We’ll check your order details and help get the issue corrected.
How does the Limited Lifetime Warranty work? +
Once registered, the Limited Lifetime Warranty becomes effective from the original date of purchase.
The warranty covers defects in materials and workmanship under normal residential use. If a covered defect is confirmed, Eleon will, at its discretion, provide either a replacement product or a refund up to the original purchase price of the product.
What is not covered by the Limited Lifetime Warranty? +
The Limited Lifetime Warranty does not cover:
- Damage caused by misuse, abuse, negligence, accidents, or improper use
- Damage resulting from improper installation, assembly, maintenance, or care
- Normal wear and tear from regular use
- Products used outside their intended purpose
- Cosmetic damage that does not affect functionality
- Damage incurred during transportation or shipping after delivery
- Dissatisfaction due to buyer’s remorse or preference changes
- Products modified, repaired, or altered by unauthorized parties
How do I start a warranty claim? +
Email customersupport@eleondirect.com with your order number, product name, a description of the issue, and clear photos or video. Our team will review it and guide you from there.
Can I return a product if I ordered the wrong item? +
Contact us before sending anything back. We’ll review your order and let you know the best next step based on the product condition and return eligibility.
Do I need the original packaging for a return? +
Whenever possible, keep the original packaging until you are sure the product is right for your project. It can help make the return or support process easier.
How do I know which tool is right for my project? +
Check the product title, photos, description, and compatibility details before ordering. If you’re unsure, contact us with what you’re working on and we’ll help point you in the right direction.
Are Eleon Direct tools made for professionals or DIY users? +
Our tools are designed for real-world use, whether you’re a tradesperson, woodworker, homeowner, or hands-on DIY user looking for practical tools that solve specific problems.
Do your products include instructions? +
Many products include usage guidance on the product page, packaging, or listing images. If you need help using a product, contact support with the product name and your question.
Are the product photos accurate? +
We aim to show products as clearly as possible. Slight differences in lighting, screen color, or product batches may occur, so always check the product description and specifications before ordering.
Can I use your tools for commercial jobs? +
Many Eleon Direct tools are suitable for jobsite, workshop, and repeated project use. Always follow safe working practices and make sure the tool is suitable for your specific application before use.
Are your woodworking tools accurate? +
Our woodworking tools are designed to help with cleaner measuring, layout, alignment, and repeatable results. Always double-check your measurements before cutting or drilling.
Will the anti-vibration pads work with my washer or dryer? +
Anti-vibration pads are designed to help reduce movement, vibration, and noise for many common appliances. Check your appliance feet, floor type, and product dimensions before ordering.
Can the magnetic fishing kit be used by beginners? +
Yes, but users should follow safety guidance, wear gloves, keep strong magnets away from electronics and medical devices, and check local rules before magnet fishing in public areas.
What should I do if a product does not fit my setup? +
Stop using the product and contact us with your order number, product name, and photos showing the fit issue. We’ll help review the situation and recommend the next step.
Is checkout secure? +
Yes, checkout is processed through Shopify’s secure checkout system. Your available payment methods will appear at checkout based on your location and device.
Which payment methods do you accept? +
Available payment options are shown at checkout. These may include major cards and accelerated checkout options depending on your location and device.
Do you offer discounts or promotions? +
Promotions may change over time. If a discount is available, it will usually appear on the site, product page, cart, or during checkout.
Do you offer bulk or team orders? +
Yes, we offer bulk purchasing with discounted pricing. Please contact operations@eleondirect.com with your request and we will respond within 3 business days.
Where can I see all Eleon Direct products? +
You can browse our full range from the shop or collections page. Product availability may vary, so check the product page for current options.
Can’t find your answer?
Send us your question and our support team will help you with the right next step.