Welcome to our customer services portal - below are some FAQs to answer most problems.
If you have any additional questions, concerns or comments, please use our contact us form and you will be met with an answer swiftly.
How Long Is Delivery?
U.S orders will be shipped via USPS and International Orders will be shipped depending on the fulfillment center the product is from.
Transit Times to United States: 5 - 20 Business days
Transit times to International: 10 - 45 Business days
Average transit times are received in 3 weeks.
There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; delivery issue is the responsibility of the shipping company.
Where Do You Ship To?
We Ship Worldwide.
When Will I Know My Order Has Been Shipped?
You Will Receive An Email Notification Once Your Order Has Shipped.
Can I Track My Order?
Yes. Tracking Will Be Available.
Can I Have A Different Delivery Address To My Billing Address?
Yes. You Have The Option To Enter In A Specific Delivery Address Upon Checkout.
Do You Deliver To PO Boxes?
We Do Ship To USA/Canadian PO Boxes. We Do Not Ship To UK PO Boxes.
I Am Having Trouble Placing An Order?
We Are Sorry To Hear This. Please Contact Our Customer Service Team By Using Our Contact Us Form And We Will Do Our Best To Resolve This Issue For You.
Can I Order Over The Phone?
Currently We Do Not Accept Payments Over The Phone.
Can I Change My Order Once It's Placed?
Once Your Order Has Been Confirmed, We Cannot Change Or Edit The Order Due To Administrative Reasons. If You Have Placed An Order Incorrectly, Please Contact Us And We Will Cancel the Order, Allowing You to Re-Order The Correct Items.
What Payment Methods Do You Accept?
All Major Credit And Bank Debit Cards Are Accepted As Well As Paypal. We Do Not Accept Cash or Bank Wires.
What Currency Will I Be Charged In?
United States Dollars - USD.
What Is Your Returns Policy?
We Will Happily Refund Any Items Within 3 Days Of Receipt, Providing It Is Returned In Its Original Packaging With No Signs Of Use Or Misuse. Please See Our Full Refund Policy Here. https://elephantrescue.us/pages/refund-policy
I Received The Wrong Item, What Do I Do?
Occasionally Mistakes Do Happen And We Will Look To Rectify This As Quickly As Possible. Please Contact The Customer Service Team Using The Contact Us Form Detailing The Issue And We Will Be In Touch. Please Include Your Order Number At All Times When Emailing Our Customer Care Team.
Are You A National Charity Or An Organization?
No. We Are Not A National Charity Or National Organization. We Do Not Claim To Be As Such. We Are A Family Owned Business. We Do However Donate A Percentage Of Net Profits Every Month To The International Elephant Foundation. We Are Doing Our Part To Help Raise Awareness And Save These Precious Animals.
Do You Donate To Charities Or Organizations?
Yes. We Have Made A Commitment To Donate A Percentage Of Our Net Profits To The International Elephant Foundation. We Make A Donation Once A Month At The End Of Every Month.
What Type Of Customer Support Do You Offer?
We Provide Customer Support 24 Hours A Day Via Email Or Contact Us Form On Our Website. Our Live Chat And Toll Free Phone Support Is Available Every Day Between The Hours Of 9:00 AM And 5 PM EST.