How to Order

Finding Product 

You can search for any product in our shop by doing a keyword search, or by browsing categories. To do a keyword search, enter your keyword (e.g., mug) in the search box in the upper left corner of the site, and click the "search" button. To browse for your items, go to the homepage, and you'll be able to view all available products!

Adding a Product to Your Cart 

Throughout the site, you will see product images with buttons to take you to a page with more information and a larger product image, or to add the product to the shopping cart. After adding an item to your  cart, you'll see a summary of items in your cart, with the option to proceed to checkout or to continue shopping – keeping products in your cart until you're ready to check out.

Changing Items in Your Cart 

To change the style, size, or color of an item in your cart, use the dropdown list next to the item's description.

To change the quantity of an item, enter the new quantity in the quantity box associated with the item.

To delete an item, click the "delete item" check box next to the item you want to delete.

Important: For these changes to take effect, you must click the Update Cart button after you make any changes to your shopping cart. You will see the revised shopping cart after you click the Update Cart button, and then you can check out, continue shopping, or make further changes.

Checking Out 

When you're ready to check out, click the "Checkout" button under the shopping cart icon in the left navigation. You will be able to modify your shopping cart before checking out.

When checking out, you will asked to give necessary login, shipping and billing information. Follow the directions on each page to check out. You will then get a n order confirmation and a follow-up email notifying you that your order was received.

Tracking Your Order 

You must be signed up to track your orders online. To become a member, click the "Sign Up" link under "Your Account." Once you become a member and are signed in, click "Track Your Order" under "Your Account." You will need two pieces of information to track your order:

  • Order Confirmation Number:
You should have received this number on your confirmation page after submitting your order, and in a follow-up email confirmation of you order.
  • Your Email Address

Once you enter this information, you will receive a summary of all orders made on ellenshop.com. Clicking on the order confirmation number will take you to the order details page where you can track the status of your package.

How to Return an Item 

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. Just use the return shipping label included with your order. Costumes and Halloween accessories can only be returned for exchange of another costume of equal or lesser value, not for refund. Videos and DVDs can only be exchanged for the same title.

Placing an Order by Phone 

At this time, we are unable to accept orders by phone.

Returns & Exchanges

Online purchases made through the site are valid for exchange, credit, or refund within 30 days from the ship date. Your packing slip provides a postmark date that specifies the last day to return your merchandise by mail or to our store.

1. Items purchased from ellenshop.com are eligible for a full refund if returned within 30 days of purchase. You will have up to 60 days after purchase to exchange for anything else on the website.

2. Indicate on your invoice whether you are exchanging or returning the item(s).

3. For exchanges: please indicate the desired size. We recommend you contact customer service to place your exchange on hold so it does not sell out while we await your package. Please call or send an e-mail with the order number, the item, and size you would like us to hold for you.

4. Carefully and securely repackage your item(s) in the original packaging. Enclose all instructions and warranties.

5. Repack your return in a sturdy shipping package. Enclose your return form.

6. Mail your package using one of the following method: USPS or DHL Express (international customers will use DHL or USPS International).

Shipping & Tax Information

Orders are shipped by the US Postal Service (USPS) and FedEx, and are delivered Monday through Friday**.

Delivery Ship Time*
USA Domestic
   Standard Ground 2-5 Business Days
   Expedited 2 Business Days
   Express 1 Business Day
Alaska, Hawaii, Puerto Rico and Military Addresses Canada and International 3-14 Business Days
   Standard International 3-17 Business Days
   Expedited International (delivery date not guaranteed) 3-11 Business Days
   Express International (delivery date not guaranteed) 3-10 Business Days


*Ship times are estimates of time in transit after your order leaves our warehouse. Most in-stock orders are shipped within one business day of receipt. Delivery may be delayed by customs/import duties and local postal requirements.

**Deliveries are made Monday through Friday, not on weekends or major holidays.

Shipping & Tax Policies

  • Our shipping and handling fees are calculated automatically and are displayed during checkout.
  • On certain Large or Bulk orders, we may contact you with additional shipping fees.
  • Most Orders Ship Within One Business Day
  • We do our best to ship all in-stock orders placed by 1 p.m. Eastern Time the same day we receive them. However, please allow one full business day for our warehouse team to prepare your order. Deliveries are made Monday through Friday, not on weekends or major holidays. You can also track the progress of your order from our website.

Backordered Merchandise
We do our best to keep everything in stock at all times. You will receive an email if an item you ordered is out of stock, and you can always check the progress of your order from our website.

Shipping Confirmation and Tracking
We will send you a shipping confirmation email with a link to track the progress of your shipment when your order leaves our warehouse. Shipping notifications for orders sent by US first class mail do not include this tracking link.

International customs
International customers are responsible for any import duties or customs fees charged by your government. Import duties and customs fees may have a high cost. We are unable to predict which shipments will be assessed these fees or the amount of the fee that may be charged. If delivery of an International order is refused, the order will NOT be returned for a merchandise refund, it will be destroyed by the courier and customer will not be refunded for any charges. 

Any Questions or Problems?
If you have any questions or problems with your order, please contact us and we will get back to you quickly.

FAQ

How can I check the status of my order?

Please visit the Track Your Order page to check the status of your order.

May I order by phone?

Unfortunately, we only provide ellen Shop customer support via email at customerservice@ellentv.com. Good news, we will reply within 24 hours M-F 9am-5pm PST. 

How long does it take for my order to arrive?

Most orders are shipped within two business days. For transit time once the package has left the warehouse please visit our Shipping Page. 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.

Has my order shipped?

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.

What qualifies as a "business day”?

Our business days are Monday through Friday, excluding U. S. holidays. Shipments are not delivered on Saturdays or Sundays.

Although I selected 2-day or next day shipping, I didn't receive my package on Saturday or Sunday as I expected. Why?

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.

What is your return policy?

Our goal is your complete satisfaction. If you are unhappy with any purchase, you may return it to us within 30 days for an 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 cannot 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.

Can I cancel or make changes to the items in my order?

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.

How secure is my order?

We use the latest SSI encryption methods ensuring that your credit card information is transmitted to us in a safe and secure manner.

What forms of payment are accepted?

We accept Visa, Mastercard, American Express, Discover and Paypal.

Do you accept debit cards?

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 immediately 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.

When will my credit card be charged?

Your card is charged immediately. 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.

I don't have a credit card. Can I order by mail with a money order?

Sorry, but we can't accept mail orders. Shopping on our site with your credit card is safe and secure.

Do you offer volume discounts?

Yes, we offer discounts for those planning events. Contact customerservice@ellentv.com to learn more about volume discounts.

What currency are the prices in the ellenshop.com?

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. The exchange rate is determined by your credit card company at the time the order is authorized.

Can I get a catalog of all the items in the store?

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 online 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!

Contact Us

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