Frequently Asked Questions

 

What payment methods can I use?

ElaneaJade accepts the following methods of payment for purchases:

Credit cards accepted:

  • American Express

  • Discover

  • MasterCard

  • Visa
     

Other forms of payment:

  • ElaneaJade gift cards

  • Credit Card Gift Cards*

  • PayPal**
     

Examples of forms of payment we do not accept include:

  • CODs

  • Layaway plan

  • Personal checks

  • Money orders
     

*Credit Card Gift Cards can only be redeemed for orders less than the full amount available on the gift card. Orders cannot be split between two forms of payment when using a Credit Card Gift Card as one of the forms of payment.

**Eligible merchandise purchased on ElaneaJade.com using PayPal may be returned by mail to ElaneaJade.com for a refund to the purchasing PayPal account only; no exchanges.

When will my order arrive and what does it cost to ship my order?

You can track your order at any time online via our Track My Order page. You will need to provide your email address and order number. You also can track your order by clicking on the tracking link included in your shipping confirmation email, or by calling a customer service representative at 1-(800) 743-4928.

We offer Priority Mail through the USPS for ElaneaJade.com online orders.

*Delivery times are approximate. Saturdays, Sundays and holidays are not considered Business Days.

** Orders received at our fulfillment center before 12:00 PM EST should ship that same day; orders received after 12:00 PM EST should ship the next Business Day.

We offer free shipping through USPS. We reserve the right to change this at any time.

NOTE: Please allow additional time for deliveries to Puerto Rico, Hawaii, Alaska, Guam, and all APO/FPO and P.O. boxes. Additionally, for some orders having a high dollar value over a certain threshold, we may require signature for the delivery, which means they may need to be shipped through an alternative method (however, you will not be charged for the expedited shipping method in this circumstance).

Multiple Shipments

Due to varying item availability, multiple items in a single order may be shipped separately.  Each shipment will have its own tracking number and can be tracked on the Order Status page under the same order number.

Special Items

Due to regulatory restrictions, we are unable to ship items made of exotic skins to California.

Elanea Jade E-Gift Cards are delivered via email only, typically on the same day of purchase, and are ready to use within 24 hours. Purchasers are responsible for providing an accurate and deliverable email address.

Do you ship outside the United States?

We ship merchandise ordered on ElaneaJade.com to all 50 U.S. states, Puerto Rico, Guam and to APO/FPO boxes.
We currently do not ship internationally.

Do you ship orders to multiple addresses?

We currently do not ship orders to multiple addresses.  Please create a separate order for each address.

What if I change my mind and want a different size or color after my order is placed?

Once an order is placed at ElaneaJade.com, you cannot make changes. For assistance please call our Customer Service Representatives at 1 (800) 743-4928.

What if I am not pleased with my selection? Can I return the purchase?

Returns and exchanges must be made within the guidelines in our Return Policy.

All returns/exchanges of online orders must be returned within 30 days from the day the order was shipped.
To return or exchange, please follow these instructions:
1. Contact us through ElaneaJade.com to request a return shipping label.
2. Securely pack your merchandise, making sure to include all pages of the packing slip. Please try to use the original shipping box and materials.
3. Affix the pre-addressed and pre-paid return label to your return package.
4. Mail at any US Postal Service office, drop box, residential mailbox, or visit USPS.com to schedule a free pick up.
5. Please call our Customer Service department at 1-800-743-4928 to obtain a prepaid shipping label.

Can I return items purchased on sale?

We do not accept returns or exchanges of items purchased on sale at any time. All altered or custom-made merchandise and sale items are considered Final Sale.

What will it cost me to make a return or exchange?

Your order will arrive with a prepaid shipping label, which can be used to return the merchandise at no additional costs. Mail your return package at any US Postal Service office, drop box, residential mailbox or visit USPS.com to schedule a free pick up.

Credit for your returned item(s) will be refunded back to your account in the same form of payment in which it was received. The credit should appear on your next statement. You will receive an email confirming the completion of return processing.

If you are using both a Gift Card and a credit card to pay for an order, the full Gift Card value will be deducted first, and then the balance will be paid using your credit card.  For online returns only, if you are returning any item that was in whole or in part paid for using a Gift Card, the amount contributed to the payment via Gift Card will be credited to you via a new E-Gift Card.

 

How long does it take to process my return?

It takes 10-12 business days to process your return. Credit for your returned item(s) will be refunded back to your account in the same form of payment in which it was received. The credit should appear on your next statement. You will receive an email confirming the completion of return processing.

If I give a gift to someone, can that person return it or exchange it for something else?

Gifts can be returned or exchanged by mail when accompanied by the gift receipt or original packing slip. To return or exchange by mail, please call a customer service representative to obtain a prepaid shipping label at: 1 (800) 743-4928. For merchandise returned with a gift receipt only, you will receive a merchandise credit that will be issued in the form of a Elanea Jade E-Gift Card.

 

What do I do if my item arrives damaged?

Customer satisfaction is our goal at ElaneaJade.com. Please contact our customer service representatives at 1 (800) 743-4928 for assistance.

Will my order be taxed?

Sales tax is calculated based on the laws of the state to which you are shipping your order, and depends on whether there is a Elanea Jade retail store location (but not a wholesale presence) in that particular state. Typically, sales tax displayed during checkout is estimated until the order has shipped. We do not charge sales tax on the purchase of gift cards, but items paid for with gift cards are subject to taxation.

Our website does participate in tax-free holidays.

I live outside the United States. Can I order from ElaneaJade.com?

Currently, ElaneaJade.com does not ship internationally.

Can I see a record of my transactions with ElaneaJade.com?

You must be a registered account holder on ElaneaJade.com to access your order history.

WEBSITE USAGE

Why should I create a ElaneaJade.com account?

Creating an account on ElaneaJade.com can maximize your shopping experience and make your use of the site more convenient. Also, certain features and benefits of our website are only available if you register an account. Examples of just some of those great benefits include: the ability to store payment, billing and shipping information for faster and easier checkout; the ability to maintain an address book for easy shipping to different addresses; the ability to create and manage a list of Favorites; and tracking your order history.

What do I do if I have forgotten my password?

If you have forgotten your ElaneaJade.com account password, please click on the Forgot Password link during the sign-in process. You will be instructed to reset your password via email, or by answering one or more security questions. If you choose to submit your email address, we will send you email containing a link to our site which you can follow to create a new password. You may also contact a customer service representative at 1-800-743-4928.

What if I have more questions?

Please call Customer Service at 1-800-743-4928.