COMMONLY ASKED QUESTIONS
The Info You’re After!
Need assistance? Before picking up the phone, check out our answers to some of the most frequently asked questions below. If you can’t find the answer to your question here, get in touch with us.
ORDERS & PAYMENT
Do you charge sales tax?
We collect sales tax where we are required to by law. Any applicable taxes will be calculated at checkout.
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I am concerned about submitting my credit card information online. Is it safe to place an order on your site?
Yes, perfectly safe. All credit card information is handled with the same 256-bit encryption and physical security that banks use.
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What types of payments do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover, and Paypal).
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When will I be charged for my order?
You will be charged for your order at the time that you place it, including for any items which are out of stock at the time of purchase.
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Will I get confirmation of my order?
An order confirmation email is sent to you when you place your order. If you have not received it within a few hours of placing your order please contact us to let us know. Another email will be sent when your order has shipped to notify you with tracking information.
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My order was canceled. Why?
If your order was canceled, it is likely due to one of the following reasons:
1. You placed an order to a P.O. box, military address, or a forwarding company.
2. You placed an order to an area where we do not ship. Currently, we are only able to ship within the continental U.S.A.
3. Your payment vendor declined the sale.
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We reserve the right to cancel orders for any of the reasons mentioned above. If your order is canceled you will receive an email that confirms the cancelation of your order and the refund, if applicable, will be issued at the same time. The refund should appear back into your account in 1-7 business days.
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Can I add something to an order I’ve already placed?
If you’re interested in adding another item after your initial order has been placed, you can just place a new order with the items you’re looking for!
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Can I pre-order an item?
At times, we will make items available for Pre-Order. Items available for Pre-Order will show an extended Estimated Delivery Date on the Product page, as well as a notice at checkout.
Please note: Items may ship sooner or later than the date displayed.
SHIPPING
How long does it take to ship my order?
Most orders will ship out from our fulfillment centers within 2-3 business days, unless otherwise noted on the product page. Some products are custom made to order and may take longer to ship. Elliroo & Co. will email you when an order is expected to ship.
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Do you ship internationally (i.e. outside the U.S.)?
At present we only ship within the continental United States.
Can you ship to a PO/APO/FPO Box?
We do not currently ship to P. O. Boxes and require a street address in order to ship your order.
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I ordered multiple items but they did not arrive together, what’s going on?
Elliroo & Co. features many different American Brands. If your order contained products from different brands, your order will be shipped separately. We apologize for any inconvenience this may cause you. You can track your packages in your personal account for updates.
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What happens if my package gets lost?
All items purchased from Elliroo & Co. are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
GIFT CARDS/STORE CREDIT
Gift Cards
Digital Gift cards purchased on Elliroo & Co. never expire.
Digital Gift Cards are non-refundable.
Digital Gift Cards may not be redeemed for Cash.
Store Credit
Store Credit expires 60 days after it's issued by Elliroo & Co., and is non-refundable.
Store Credit may not be redeemed for Cash.
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How are eGift Cards sent to recipients?
Elliroo & Co. eGift Cards are emailed to recipients typically within one hour after you place your order.
Can I return an eGift Card?
Unfortunately, eGift Cards are not returnable or refundable for cash except as required by law.
What if my eGift Card doesn't cover the full amount of my order?
At this time, you can only redeem one eGift Card per order. If your eGift Card doesn’t cover the full amount of your order, you will need to add another payment method in checkout to cover the remaining order total.
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I received a promotion code. How do I apply it?
Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Promo Code.” Then, click the button that says “Apply.” All promotion codes can only be used once. Check Elliroo & Co.'s terms and conditions.
RETURNS
What is your return policy?
We want you to love our products as much as we do! Please read the Return Policy on our Shop Policy page.
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Clearance, Last Chance, and Sale items are not eligible for returns.
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All sale items are final sale. No price adjustments on previous purchases. Elliroo & Co. reserves the right to change, revise, or modify the terms and conditions of this offer at any time. Offer available at elliroosc.com only.
SIZING CHARTS
Do you have a sizing chart?
Different products have their own unique sizing. We do our best to include sizing for each designer in our product description or selection process. If this information is missing, please let us know and feel free to reach out to us at helloelliroo@gmail.com. We will find the answer for you!