FAQ

For example : order, return, gift card
What is Your Contact Information?

We can be reached by emailing: customerservice@EllenTracy.com

What are your hours of Operation?

EllenTracy.com customer service can be reached by email at customerservice@EllenTracy.com any day of the week. Please allow up to 2-3 business days for a response.

What Payment Options are accepted?

EllenTracy.com accepts all major credit cards, including Visa, Mastercard, American Express, Discover, and JCB credit cards. 

EllenTracy.com does not accept physical gift cards.

Where do you ship?

EllenTracy.com ships to physical address in all 50 states and all U.S. Territories.

Currently, we do not ship to PO Box or APO/FPO addresses, or internationally.

What are your shipping options and rates?

EllenTracy.com offers the following shipping options:

In the continental U.S.:

We offer complimentary free shipping on orders that total $75 or more. 

Standard delivery shipping costs: $5.95 and arrives in 5-7 business days.

Expedited shipping costs:

$20.00 and arrives in 3-5 business days.

Next business day shipping:

$30.00 and arrives in 1 business day

In Hawaii, Alaska, and U.S. Territories:

Standard shipping costs $20.00 and arrives in 5-7 business days

Expedited shipping is not available 

Orders are processed once credit card authorization and verification have been obtained. 

Ellen Tracy does not refund shipping fees upon returns.

What are your shipping options and rates? How do I check the status of my order?

When you place your order, you’ll be sent a confirmation email. You will receive a shipment notification and a tracking number when your order has shipped.

You can also log into your EllenTracy.com account to check the status of your order.

Note: Once packages are turned over to USPS/UPS/Fedex, EllenTracy.com is no longer responsible delays, damages, or claims.  We are not responsible for mis-delivery errors made by the carrier, or because of incorrect shipping info.

Do you ship to P.O. boxes?

EllenTracy.com does not offer shipping to P.O. Box addresses. We only ship to physical addresses.

What is your return and exchange policy?

EllenTracy.com accepts returns of unworn, unwashed, and defective merchandise with original receipt within 30 days of receiving the order. (Some exclusions apply)

Upon receiving returned merchandise, we’ll credit the full refund amount to your original form of payment.

Returns not accepted:

Items marked Clearance and Final Sale may not be returned or exchanged. Fragrances, sleepwear, pierced earrings, and worn hosiery may not be returned or exchanged.

Final Sale and Clearance merchandise may not be returned nor be exchanged. 

EllenTracy.com does not accept returns from 3rd party retailers or marketplaces. 

How do I process a return?

To process a return, go to the EllenTracy.com Returns Portal:

1. Follow the steps at the Returns Portal to generate a shipping label.

2. Print the shipping label

3. Pack your items in original condition, and remember to include your printed invoice or receipt

4. Place your shipping label on packaging, making sure no other shipping labels are shown

Please allow up to two weeks for your return to be processed.

If you have any questions or concerns, please contact Customer Service.

How do I process an exchange?

To process an exchange, first return your item via the EllenTracy.com Return Portal (as described above).

Then, order your new item as you normally would.

If you have any questions, please contact customer service.

How do I edit my order?

If you need to edit your order, please contact Customer Service immediately. Note: Your order may need to be canceled and reordered to fulfill your request.

How do I cancel my order?

If you need to cancel your order, please contact Customer Service immediately so that the order can be canceled before it has shipped.

If the order has already shipped, you must process a return through the EllenTracy.com Returns Portal.

Please note: EllenTracy.com may cancel orders and/or line items if an item becomes out of stock.

Can you match prices from 3rd party retailers?

EllenTracy.com is not able to match discounted rates that may be found at 3rd party retailers. We are also not able to adjust prices found on our website based on discounted rates from 3rd party retailers.

Do you combine promos?

Only one promo code may be used per order. Final Sale items, including Clearance items, may not be combined with promos.

How do I register for a customer account?

Simply click the Account icon on the top of any page to create your account. You will then be prompted to enter account information, including:

First & Last Name

Email

Password

How do I change my account information?

To change your email for your customer account, please contact Customer Service.

To change your password, log into your account and click the “Account” button at the top of any page.

Help! I’ve forgotten my password, what do I do?

To create a new password, click the “Forgot Password” button on the login page. Enter your email and we’ll send you a link to reset your password.

When will my product review be published?

Reviews are published within 1-2 weeks from when they are submitted. If you don’t see your review after 3 weeks, you may contact Customer Service.