FAQ

All Sale Items are Final SaleItems cannot be returned or exchanged.

When did Ivory Ella launch?

  • We launched Ivory Ella on April 18th, 2015.

Where is your company located?

  • Ivory Ella is located in Westerly, Rhode Island. 

Do you have a customer service phone line I can call?

  • At this time we do not have a phone line. We ask that all customer service inquiries be submitted in writing, by emailing [email protected], so that we can better assist you.

        How much of the proceeds go to Save The Elephants?

        • We donate 10% of net profits to savetheelephants.org! Our donations aid in the research of elephant behavior and ecology, the protection of elephants from ivory poachers and traffickers, and in raising awareness of the plight of the elephants.

        Do you donate to other charitable causes too?

        • Occasionally, we create special prints or items where we donate additional money to causes such as: The Breast Cancer Research Foundation, Toys For Tots, The American Heart Association, and more!

        Can I use a discount code and take advantage of the Free Shipping over $100 offer?

        • Unfortunately we do not allow both promotions to be used in a single order.

            How long will it take to receive my order within the U.S.?

            • We make every effort to process orders within 5 business days of when they are received.
            • Once the package is shipped it can take 3-10 business days to be delivered.

            How long will it take to receive my international order?

            • We make every effort to process orders within 5 business days of when they are received.
            • Once the package is shipped it can take 7-15 business days to be delivered, depending on your location.

            Will I be notified when my order is shipped?

            • Yes! You will receive a confirmation email after you have placed your order, and another when your order is sent out. 

            Will I receive a tracking number?

            • Yes of course! All orders are shipped through USPS and include tracking. The tracking number will be sent to the email that you provided at checkout, as soon as your order ships. Please note that the Order Number is not your tracking number. 

            I ordered from outside the US, can I still track my order?

            • Once your package reaches customs, your USPS tracking number will become active. You can track your order before it reaches customs by entering your tracking number here

            What is your U.S. return policy?

            • To make a return, start by visiting our Returns Page, where your return will be authorized. You will then receive an email with step-by-step instructions and a prepaid shipping label.
            • Once the return is approved, you will be sent an Instant Refund code that you can simply enter into the Gift Card box during checkout and your Instant Refund will be applied to your order.
            • The Instant Refund code allows you to shop now, instead of having to wait for an exchange to be processed. Then just return the item(s) to us within 10 days! 
            • If you would prefer a refund to the original form of payment, please don't use the Instant Refund code, and we will refund you once we receive the return back to our facility.
            • Once a return is received, any remaining balance of the Instant Refund will be refunded to the original form of payment.
            • You can return, or receive an Instant Refund, any merchandise, except for final sale items, for up to 45 days from the time the order is placed.
            • Original Shipping charges are not refundable.

                  I want to receive a refund for my return instead of a credit. When will I get it?

                  • Please allow up to 5 business days from the time your return is delivered to us for the refund to be processed.

                  I received an incorrect/damaged item. What should I do?

                  • If you received an incorrect item or damaged item please visit our Returns Page, within 45 days of placing your order, where your return will be authorized. You will then receive an email with step-by-step instructions and a prepaid shipping label.
                  • Please email us directly at [email protected], if you have any questions or concerns regarding your return.

                  Can I exchange an item if I am not from the United States?

                  • Unfortunately, we cannot accommodate returns for customers outside of the U.S through our online return portal. 
                  • If you would like to return your order for a refund, you will be responsible for any charges incurred when shipping the product(s) back to us. 

                    I love my new shirt! How should I wash it?

                    • Due to the dying process we recommend hand washing all shirts individually in cold water with a mild detergent for the first few washes. 
                    • After that, please wash the shirt in cold water with like colors. 
                    • DO NOT USE STAIN STICKS OF ANY KIND ON OUR PRODUCTS.

                      What forms of payment do you accept?

                      • We currently accept PayPal and all major credit/debit cards! You do not need a PayPal account to pay.

                      Will my card be charged when I order?

                      • All customers are charged at the time of purchase as this is how our website platform functions. We apologize for any inconvenience.

                      When I place an item in my cart or wishlist, is it reserved for any period of time?

                      • Placing an available item in your shopping cart and/or wishlist does not reserve that item.
                      • Available inventory is only assigned to your order after you place your order and receive an e-mail confirmation that we've received your order.

                      Are the packages that you use branded, or do they have a logo on the exterior?

                      • Yes, our mailers are branded and it will be apparent that the package has come from Ivory Ella. Please keep this in mind and observe tracking information when ordering gifts. 
                      Do you have any promotional material to send me, such as stickers?
                      • If you send a self-addressed, stamped envelope, and your best drawing of an elephant to Ivory Ella P.O. Box 1908 Westerly, RI 02891, we would be happy to send you some stickers!

                       

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