FAQ
What are you looking for?
Your Order
Will I get a notification for my order?
Yes, you will receive an email to the address you provided on checkout when your order is fulfilled with a tracking number (if available on your shipping method).
What should I do if I received the wrong item?
Send us an email at support@elephantplayingcards.com with your order ID and a summary of the problem.
What should I do if I received a damaged item?
Send us an email at support@elephantplayingcards.com with your order ID, a summary of the problem and at least 1 image of the damage to confirm the state of the product. We will then assess and issue either a refund or a replacement product – whichever you prefer.
What options do I have to pay?
Currently we are only accepting payment via Paypal.
I think I may have been charged incorrectly.
If you think you have been charged incorrectly after placing an order, send us an email at support@elephantplayingcards.com with your order ID and the problem, and we will sort it out.
Do you have any discounts or special offers?
  • - We often run promotions on different products, but as these change frequently you need to check the home page of the website to see what public discounts are currently live.
  • - We offer bundle deals on related products where you can save money on the total order by purchasing multiple products; these bundles can be found on the product page below the main description.
  • - We also offer free shipping over certain limits, you can see that on the home page or by going to the Shipping Information page.
  • - Finally, we often send our subscribers special exclusive offers by email, so make sure you are part of that club by signing up for free at the bottom of any page.
Shipping
Where is my order?
Most orders ship within 2 business days of payment being cleared, and generally arrive within 7 business days within the US, or 3 weeks internationally. You will receive a tracking number once your order is shipped which you can use to see exactly where your order is with our handy tracking tool.
When will my order ship?
Most orders are shipped within 2 business days of the purchase. Some delays may occur during peak shipping times; if your payment method required approval; or if there is an unforeseen issue at the warehouse.
Why did my order ship late?
There are several reasons why an order may be delayed in shipping, including: delays during peak shipping times (Christmas, Father’s Day, etc); if your payment method required approval prior to clearing; or if there are unforeseen issues at the warehouse.
Why does my tracking information show “Not Found”?
Sometimes tracking information shows as “not found” if the shipping label is not scanned properly during fulfilment. If it has been more than 30 business days since the purchase date, contact us. We will track it down for you, refund the purchase or send you a replacement product at no charge.
I need my order by a certain date, can I get priority shipping?
All our shipping options are displayed on the checkout page. If you need alternate arrangements, contact us first and we will do our best to help.
I provided an incorrect or incomplete address at checkout, can I modify it?
No, once an order is placed the sale is final and the purchase order is sent immediately to the warehouse for fulfilment. Please double checking your shipping address before checking out.
Backorders / Out of stock
Why has an item been out of stock for so long?
If an item is out of stock, it may be sold out and being reprinted, or it may be discontinued as a limited-run product. If you are unsure, contact us to find out.
How long will an item be out of stock?
This depends on the product – some products are restocked periodically, some are limited edition runs which will never be restocked. If you are unsure, contact us to find out.
Do you offer items for backorder/preorder if they are out of stock?
No, we only offer products that are in stock. This is to avoid any complications or disappointments with shipping times.
Refunds/Exchanges
Do you offer refunds?
Yes, but ONLY when the product has been damaged (you will need to send us a picture) or if your order never arrived. See the refund information page for full details.
Will you refund me if I change my mind after purchasing?
No, as all products are sealed during production, all purchases are final.
Will you refund me if I am not happy with the product after receiving it?
If your product arrived undamaged; No. We have gone to a lot of effort to provide comprehensive product descriptions with text, images and video where possible so that you can make a fully informed purchase decision.
How long do I have to claim a refund?
You have thirty (30) days from the date of purchase to claim a refund if the product is damaged or does not arrive. If it arrived and is not damaged, you are not eligible for a refund. Note that it is 30 days from the date of purchase, not the date the products is delivered to you.
How are refunds processed?
If approved, your refund will be credited to the payment method used to make the original order. Alternate arrangements can be made if you contact us first.
Can I send my product back to you for a refund?
No, all sales are final and we will not honor a returned product for a refund unless agreed prior.
Can I exchange one product for another one after purchasing?
No, all sales are final and we cannot switch one product for another after purchasing.