Do you have a question regarding the Official Ellen Shop? We're happy to help. To find a quick answer to your question, read through our FAQs below.
About My Order
- Has my order shipped? Is an item in my order out of stock? How can I check the status of my order?
- Can I send my order to a P.O. Box Address?
- May I order by phone?
- How long does it take my order to arrive?
- What qualifies as a "business day?"
- Although I selected 2-day or next day shipping, I didn't receive my package on Saturday or Sunday as I expected. Why?
- What is your return policy?
- Can I cancel or make changes to the items in my order?
- How secure is my order?
- What forms of payment are accepted?
- Do you accept debit cards ?
- When will my credit card be charged?
- I don't have a credit card. Can I order by mail with a money order?
- Do you offer volume discounts?
- What currency are the prices in the EllenShop.com?
If you can't find an answer to your specific question here, contact us and we will get back to you as soon as possible.
About My OrderQ: Has my order shipped? Is an item in my order out of stock? How can I check the status of my order?
A: Please visit the Track Your Order page to check the status of your order.
Q: Can I send my order to a P.O. Box Address?
A: We cannot deliver to P.O. Box addresses except military addresses.
Q: How long does it take my order to arrive?
A: Most orders are shipped within two business days. Transit time once the package has left the warehouse is:
1-7 business days
You will receive an email with a tracking number the morning after your package ships. Please visit our Shipping page for details on our shipping rates and policies.
Q: What qualifies as a "business day?"
A: Our business days are Monday through Friday, excluding U. S. holidays. Shipments are not delivered on Saturdays or Sundays.
Q: Although I selected 2-day or next day shipping, I didn't receive my package on Saturday or Sunday as I expected. Why?
A: Shipments are not delivered on Saturdays or Sundays. We do our best to ship all in-stock orders placed by 1 p.m. Eastern Time the same day we receive them. However, we ask to allow one full business day for your order to be processed by our warehouse. Also, please note that our carriers deliver on business days, Monday through Friday, not including holidays, Saturdays or Sundays. Please take this into consideration when placing your order.
Q: What is your return policy?
A: Our goal is your complete satisfaction. If you are unhappy with any purchase, you may return it to us within 30 days for exchange or a full refund, less shipping charges. You will find return instructions inside your package, or you can Contact Us for assistance.
Please note that DVDs can only be returned for a refund of exchange if unopened, except in the case of a defective disc. Apparel items that have been worn or washed can not be returned for an exchange or refund. Boxers and underwear items cannot be returned for refund or exchange due to state regulations. Certain large quantity purchases are final, but we will always state this clearly in our communication with you.
Despite our use of extra heavy tubes when mailing posters, every once in a while one is crushed during shipment. In the rare event this may happen to yours, fold up the damaged poster (or tear off a portion of it that includes the movie title) and send it back in a standard size envelope. Include a note indicating whether you'd like a replacement or a refund along with a copy of your packing slip so that we can confirm which poster you are returning. Please be specific in your note to ensure that your return/exchange is handled as quickly as possible.
Q: Can I cancel or make changes to the items in my order?
A: Since we strive to ship your orders as quickly as possible, we can only cancel or change orders that are on backorder or preorder status and haven't been prepared by our warehouse for shipment. If you change your mind about an order and we are unable to cancel it for you, you can either refuse the package upon delivery attempt, or return the package to our warehouse (see our Return Policy above for more information). Please contact us to request the cancellation of a backorder or preorder item.
Payment & Billing
Q: How secure is my order?
A: We use the latest SSL encryption methods ensuring that your credit card information is transmitted to us in a safe and secure manner.
Q: May I order by phone?
A: You may place your order by calling us toll-free at 866-373-2835. Monday through Friday from 8:00am to 10:00pm EST, and Saturday from 8:00am to 6:00pm EST.
Q: What forms of payment are accepted?
A: We accept Visa, MasterCard, American Express, and Discover.
Q: Do you accept debit cards?
A: Yes, debit/check cards with a Visa/Mastercard logo are accepted on our site, and you can use them like a regular credit card. Debit card customers please be aware that an authorization for the amount of your order will be placed on your account immediate when you order, but you will not be charged until the day it ships. If you edit your order during checkout after entering your debit card info, but before confirming the order, your card may be authorized more than once. However, you will only be charged once on the day your order ships.
Q: When will my credit card be charged?
A: Your card is not charged until your order ships. When you place an order with us, your card is authorized (but not charged) for the amount of the purchase. You are not charged until your order actually leaves our warehouse. If you did pay with a debit card or check card, you may notice that the funds are held from your account for a few days and then released back to you if your order hasn't shipped. These funds are not transferred to us until your order ships, they are just held by the bank during this period.
Q: Can I order by mail?
A: We are sorry, but we can't accept mail orders. Shopping on our site with your credit card is safe and secure.
Q: What currency are the prices in EllenShop.com?
A: The prices displayed in the store are in U.S. dollars. If you would like to know the conversion of the prices into other currencies, we suggest checking your local newspaper or consult an online resource for current exchange rates. The rate you are charged should be close to this rate, though it may not match exactly. Here is a popular on-line currency converter. The exchange rate is determined by your credit card company at the time the order is authorized.
Q: Can I get a catalog of all the items in the store?
A: The Official Ellen Shop is exclusively online. We do not have a paper catalog as we are always getting in new and exciting Ellen related merchandise. Please take a look around our store, which is updated frequently and represents all the cool items we have available for sale. There are so many items to see, you may find something you never knew existed!
Q: Where else can I find Ellen merchandise?
A: Since we are not the manufacturer of the items in our online shop, we don't have information on what stores carry each item. If you can't find an item locally, you can place your order through our website.