Frequently Asked Questions
Do you have an Online customer service question?
Please email your question to firstname.lastname@example.org and we will get back with you as soon as we can.
Do I need a Tax ID to shop ellishomeandgarden.com?
No, our website is open to the public and is retail only at the moment. We do not currently offer any wholesale discounts, but we hope that you will find our everyday prices very competitive.
There are products that I see in the stores, but they're not available on the website. Can I get that item shipped to me?
Due to size and weight some items are too large or heavy to sell online and therefore those products are unavailable to add online. We do not ship for any reason:
- Outdoor Furniture
- Concrete Birdbaths
- Big Green Egg products
- Indoor Furniture
Did you not receive your Shipment Notification/Tracking Number for your order?
Please email your Name & Order Number to email@example.com and a member from our Customer Service Team will get back with you.
**Please note that we strive to process and ship your order within 2-3 business days of receiving your order. During the Holiday Season, this time frame may be extended. All orders placed on Friday after 3pm CST, Saturday, Sunday and Federal Holidays will not begin the processing phase until the following business day.
Do you offer Free Shipping? Yes! We are happy to be able to offer free shipping on orders of $100 or more to the Continental United States.
I haven't received my order yet! Unfortunately, we have zero control over packages once they leave our facility. If your order is delayed please contact the carrier for more assistance; USPS or UPS.
***Please note: USPS has seen an increase in delays throughout their network due to COVID-19. We can only see the details provided by USPS.COM when researching your tracking number. There are 3 things that can be done to help locate your package:
1. Sign up for delivery notifications through USPS.com. This can be done on the same screen that details your tracking information under the Text & Email Updates portion of the page.
2. Request a package trace. This must be done by the individual customer because your telephone number & email address are required. Choose Option 2: Complete a Help Request Form. This can be done here: https://www.usps.com/help/missing-mail.htm?_ga=2.90184217.281092955.1596469638-706785063.1595537496
3. After 7 business days have passed from the time the Help Request Form was submitted a Missing Mail Search Request can be submitted. Choose Option 3: https://www.usps.com/help/missing-mail.htm?_ga=2.90184217.281092955.1596469638-706785063.1595537496
I need to make a return. How can I do that?
Please refer to our Return Policy here.
Can I return my online purchase to one of the retail stores?
At this time, we are still working on being able to make online returns inside the retail stores. Please refer to the Return Policy above for instructions on making returns.
Can I make changes to my order?
Once an order has been placed we cannot make changes to that order. If you would like to cancel your order in full we may do so only if the order has not been packed for shipping. Please email us at firstname.lastname@example.org to request a cancellation.
There is a pricing error for my item; can you fix it?
We cannot make pricing changes or add discounts once an order has been placed. We can fix pricing mistakes before an order is placed. Please email Customer Service before placing your order; email@example.com
For assistance with www.ellishomeandgarden.com (including all website account issues) we can be reached at:
Ellis Home & Garden - Online
1415 Wimbledon Blvd.
(Monday- Thursday 8:00am-5:00pm CST and Friday 8:00am-1:00pm CST)
**Please note that for any technical issues our Customer Service Team will take down your information and our Technical Support team will contact you to resolve the issue