FAQs | Elm Company

FAQs

*Please allow up to 24 hours for a response to your inquiry. Emails sent during non-office hours will be handled on the next business day. We are open Monday through Friday 9:00am to 5:00pm PST. If you need to reach us outside of our business hours then please email us and we’ll respond to you the next business day.*
 

My order won’t go through, what’s going on?
If the billing address you have entered doesn’t match what your credit card company has on file exactly this will reject your order.  You may see a pending charge however this was the bank trying to authorize the charge. The pre-authorization will fall off, see below information.  You may want to reach out to your bank to confirm the correct billing address; this could include a specific suite number, zip code adjustment etc.

When will my order ship?
All orders are shipped within 1-2 business days. Note: Orders may take 24 hours to process before shipment, regardless of the shipping method selected. Elm Company ships orders Monday through Friday. Orders placed on Saturday and Sunday will resume processing and shipping on Monday. Example: An order placed on Tuesday with overnight shipping may not ship until Wednesday (due to processing) which will be delivered next day; Thursday. 

Why haven’t I received my email confirmation? 
There are usually two reasons why you are not receiving email confirmations. 1. You may have an outdated email address on file/typed in your email address incorrectly. 2. You may have a spam blocker filtering out emails from our system.  Make sure to keep your user information current by updating your email address. Also, try turning off any spam blockers that may be preventing our messages from getting to you. 

I entered in the wrong address, what do I do?

Because orders go straight into processing which contains several steps, we are unable to make order adjustments. Please see below information regarding problems with your shipment. 

There is a problem with my shipment, what do I do?
If your shipment is held up with your carrier, you want to contact them directly as they may need specific direction on where to deliver your order. If the carrier needs the address to be updated, there is a $20 charge to fix this that will be collected from you. To avoid the $20 charge, you can call the carrier to hold the shipment at the closest location for you to pick up.

Has my order shipped?

Once your order is ready to leave our warehouse, an email confirmation will be sent with your tracking number.

How do I track my order?
Once your email confirmation has been sent to you, you can copy your tracking number and enter it into the carrier’s website. (FedEx, UPS or USPS). The carrier will be noted next to your tracking number Example: FedEx Ground xxxxxxxxxxxxxxx

My order never arrived. Lost or stolen shipments. Elm Company is not responsible for lost or stolen shipments, therefore we cannot be held responsible. A claim will need to be filed with FedEx, UPS or USPS.

Where are Elm Company products made?
Elm Company products are made worldwide. If you are interested in knowing where a specific item is made, please contact us directly through info@elmcompany.com

Is your site secure?
Our secure servers protect your information using an advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. View the privacy policy.
You’re all out of X! When are you going to make more? We make our product in highly limited quantities. That means once something sells out (it can take hours or weeks), we never make it again.

What type of payment methods do you accept?
Visa, MasterCard, AMEX, Pay Pal 
*We DO NOT accept gift cards or prepaid cards*

Can you send me some stickers?
Please send a self addressed envelope to:
Elm Company
Attn: Free Stickers
2630 Humboldt Street
Los Angeles, CA 90031
-Include your email address within the envelope
*Please make sure to use proper postage if you are shipping it from an international address.

Where is Elm Company located?
We are located in Los Angeles, CA | USA

Do you have any discount codes available?
Keep an eye out on our social media sites! All discount codes and promotions will be announced through Twitter, Instagram or Facebook.  @elmcompany

How can I get in contact with someone at Elm Company?
You can email us directly at info@elmcompany.com  and we will respond to your inquiry

 


Disclaimer: Colors may vary from screen to screen, some colors may look different on the website than they do in person. If you have a question regarding a certian color, please feel free to contact us. 

}());