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1-844-261-0232

Customer Support

 

The Online Store Concierge Service is designed to help you get the products you need quickly and easily. If you need to contact The Ellis Online Store Concierge directly you can either email us at concierge@theellisschool.org or call us at 1-844-261-0232.

The "My Account" link in the upper right corner allows you to access your complete order history, including:

  • Current status of all pending or completed orders
  • Account Information and the ability to change passwords
  • Ability to store multiple billing or ship to addresses
  • Status of Gift Cards or balances

We have a number of Frequently Asked Questions noted below:

How does Online Store function?
If you do not have an account you can click on Login on the top right corner of the site and register for an account.   If you already have an account simple enter your email address and password to login.  If you have forgotten your password you can click on "Forgot Your Password" so you can reset your password.  
How do I pay for orders?
You can use a personal credit cards or may charge your order "On Account" if you have been authorized.  When using a credit card please make sure the billing address you use with your profile agrees with the actual billing address for your credit card.
How can my custom logo or project name be added to a shirts, sweatshirts, jackets or any promotional items in the store?
The process is pretty simple. You can give us the desired logo information or we can create it for you. In all cases you will receive a proof of the custom product for your review and approval. If possible please be prepared to give us the following information:

  • Desired Logo(s) - submitted electronically, .pdf, .eps, .jpg or .png files are preferred
  • Logo Color Requirement(s) - or we will design it for you!
  • Logo Position(s) – front, back sleeve, stitched or heat pressed or silk screened?
  • For all first time orders there will be a onetime fee of $50 for creating a digitized file for embroidery or a $10 fee for heat pressing or silk screening.  Once your logos are created and approved you can make purchases 
Why was all or part of my order cancelled?
On a few items within the store our suppliers have required a minimum order. If this requirement is not met the item will be automatically cancelled by the supplier and you will not be charged. You can always reorder the item in quantities that meet the minimum requirements.

We also have had occasions when an item has suddenly been sold out and the manufacturer is no longer able to fulfill these orders. This happens occasionally as styles change on clothing and with some promotional and safety items. You will always receive a phone call or email from our supplier or Store Concierge if this occurs.

Our Store Concierge (Customer Service Representative) is always available to help. Feel free to email or call us anytime at concierge@theellisschool.org or 1-844-261-0232.
Why will the store not allow me to make a purchase?
If you are using a credit card you must make sure that the billing address used when you set up your account is the same billing address used with your credit card. If they do not match your purchase attempt will be rejected by our credit card companies. NOTE: If this occurs and you may either correct the billing address in the store or use a different credit card.     These credit card checks are controlled by the credit card companies and not the store to prevent fraudulent purchases from being attempted.

UPS will not ship to a PO Box. If your ship to address is a PO Box please change it to another business or home address.
Why did I only receive part of the order purchased?
When multiple products are purchased in the store they may be shipped from different suppliers. Based on current inventories and whether a product needs to be branded there may be some delays in shipping products. Shipments are made individually from each supplier to the purchaser as quickly as possible, often in the same day. It is not unusual to receive orders in separate packages.
What do I do if the shipping address, size or quantity of purchased items needs to be changed after I made the purchased?
If you have placed an order and wish to change the size, quantity or shipping address you will need to contact us immediately.  We will be able to adjust your order on the phone.  You can also email us for assistance at concierge@theellisschool.org or 1-844-261-0232.
What do you need to know about shipping with UPS?
Normal UPS ground delivery is the most cost effective and will normally be delivered in 1-2 business days.  The store can ship overnight but you will need to contact the Concierge.  Keep in mind that most if not all logoed items are stitiched on demand and may require more time to complete.  Please plan ahead!

UPS will ship to a residence or business location. They will not ship to a PO Box. Generally, shipping to a business location will be less expensive. This is triggered by the ship to address in the Store. Please keep this in mind when ordering items. Wherever possible we recommend using UPS ground and providing additional time for delivery. UPS does not count weekends when calculating shipping time including overnight delivery. If you need delivery quickly we recommend you call us to determine the most effective means of shipping your order.
How do I make a return?
Click on the "Returns" button on the left hand side navigation in the footer section to begin the return process. Fill out the form with your order information and contact number and the system will automatically notify us of your request. Please contact The Ellis Store Concierge directly if you have any questions at concierge@theellisschool.org or call us at 1-844-261-0232. For all returns we need to be notified within 7 calendar days and the item must be returned within 30 days. NOTE: custom orders cannot be returned.