Contact information

Ellerand is a United States based store, operated from Andalusia, Alabama. All prices are in US dollars. We ship within the United States and to most of the world internationally. Below is how to reach us, when to expect a reply, and what to include so we can answer properly the first time.

How to contact us

  • Email: support@ellerand.com

  • Phone: +1 205 351 3692

  • Business address: Ellerand, 29146 Renee St, Andalusia, AL 36421, United States

Email is the best route for anything involving an order, a return or a refund, because it puts the details in writing and leaves you with a record of what we said. Phone is better for a short question you want answered on the spot.

When we reply

We reply to email within one business day. Business days are Monday through Friday, not counting public holidays in the United States, so a message sent on a Saturday is answered on the following Monday. We answer the phone during normal business hours in the United States. If you call outside those hours, or if the line is busy, send an email instead and it goes into the same queue.

If a full business day has passed and you have not heard from us, please check your spam folder before writing again. Replies do sometimes get filtered there.

Writing to us about an existing order

To let us look up your order on the first reply, include:

  • Your order number.

  • The email address you used at checkout, if you are writing from a different one.

  • The shipping address on the order, if the question is about delivery.

  • What you would like to happen next, such as a refund, a replacement, an address correction, or simply an answer.

Returns and the guarantee

Every order is covered for 30 days from the date of delivery. Returns must be authorized before anything is sent back. Email support@ellerand.com within that window and we will reply with the return authorization, the return instructions and the return address to use.

Please do not ship a package back before you have that authorization, and please do not send returns to the business address listed above. It is our address for correspondence, not our returns address. A parcel that arrives unannounced is very hard to match to the right order, and that is the slowest way to get your money back. The full terms are in our refund policy.

Before you write

Most questions about the three steps, shipping, delivery times, returns and refunds are already answered on our FAQ page at ellerand.com/pages/faq. If your question is there, you will have the answer faster than we can send one.