Frequently Asked Questions
Do you have a 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.
When is Dylan Live on Facebook and can I get a Live Notification?
Dylan Palmer is a former Floral Designer from our Longview, TX location. He joins us for a Live demonstration video every Tuesday on our Facebook page. To get a Live Video Notification, you will need to find any of our videos on on our Facebook page. Click the three dots in the upper right hand corner, click "turn on live notifications" and then anytime we are Live you will get a notification on your phone or desktop computer.
There are products that I see in the stores during a Live video that aren't listed online. Can I get that item shipped to me?
Unfortunately, we do not always have the same products available online as we do in our retail stores. We are working to include more of the same products. However, due to size and weight some items are too large or heavy to sell online and therefore those products are unavailable to add online.
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 $75 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
Our hope is that when our country starts to return to more normalcy these delays will no longer be an issue.
For assistance with www.ellishomeandgarden.com (including all website account issues) we can be reached at:
Ellis Home and Garden – Corporate Offices
4810 Hazel Jones Rd.
Bossier City, LA 71111
(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