Ellabella Kids - Customer Care Policy

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Customer Care FAQ Links:

• Contact Us by e-mail, phone, fax, snail mail
• returns, exchanges, damages
• Privacy, your personal information is protected by our privacy guarantee.
• Ordering, pay methods, how to order, paying by gift certificate
• Shipping Info, free shipping, shipping methods, shipping rates, Defects and Damages, Price Matching
  *Please note that tax must be charged for orders placed within the state of Washington.

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Contact EllabellaKids.com Online

• E-mail is the best way to contact us. We check e-mail every day and respond as fast as we can. You should have a reply within one to two business days.
• E-mail us at customerservice@ellabellakids.com.
• If you have a question about your order, please make sure your e-mail includes your name and order number.
  
  
• Call us toll free at 1-866-681-ELLA (3552) (USA/Canada).
• To dial direct call 1-509-783-0342
• Phone hours are Monday - Saturday from 10:00 a.m. to 6:00 p.m and Sunday from 12:00 p.m. to 5:00p.m. PST
  
  Fax orders or questions to FAX 1-501-643-3583.
  
  MAILING ADDRESS:
  Ellabella Ltd.
  8551 West Gage Blvd, Suite H
  Kennewick WA 99336 USA

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Your Privacy is Protected

• Protecting your personal information / privacy is very, very important to us.
• We hate spam! EllabellaKids.com does NOT sell or rent our customers names, addresses or e-mail addresses to anyone.
• We send out e-mail notifications on products, special promotions, etc. from time to time.
• If you ever get e-mail or newsletters from us and you DO NOT want to continue receiving these messages, simply reply with the word REMOVE in the subject line and we will remove your name from our e-mail lists.

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Ordering from EllabellaKids.com

• Credit card orders are accepted on-line, by fax or, by phone.
• We accept Visa, MasterCard, American Express (AMEX), and Discover
• We now accept PAYPAL.
• Money orders and Cashier's Checks will be accepted.
• All orders outside the U.S.A. should be credit card orders or in U.S. funds.
• We DO NOT accept personal checks.
  
  

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  Ordering Over The Internet:
• At Ellabellakids.com we strive to keep our inventory up-to date. Sometimes there are factors out of our control that prevents us from having inventory completely up to date.
• After you place your order, ellabellakids.com customer service will review your order to determine if it is available to ship. If it is not, we will contact you within the same business day via email or phone and give you the status of your order. We will give you the option to ship partial orders and provide you with an estimated shipping date on any out of stock items. Your credit card will not be charged until the out of stock item ships.
• Ordering over the internet is safe, easy, and totally secure. When you order from EllabellaKids.com over the internet, you connect with Yahoo Store's secure server which protects your credit card and personal information.
• Internet Explorer users should see the LOCK (secure) symbol when you check out.
• Netscape users should see the unbroken key symbol when you check out.
• Shortly after placing your order on-line, you will receive an e-mail confirmation of the order you entered on-line.
• Please note: some quantity discounts, free shipping on certain internet specials, and shipping costs on international orders may NOT be shown on this confirmation, but WILL be reflected on your final invoice.

Ordering by Telephone:

• Our phone hours are from 10:00 A.M. - 6:00 P.M. PST Monday - Saturday and 12:00 A.M. - 5:00 P.M. PST on Sundays.
• Voice Mail messages are accepted 24 hours each day, seven days each week. Call 1-866-681-ELLA (3552). Our fax number is 1-501-643-3583.

Ordering by Mail:

When you order by mail, please be sure to include all item #'s and the full item name and price, as well as your name address, phone and e-mail (if available).
• Outside the 48 States? Please call us for a shipping quote prior to mailing your order. You may send payment by credit card of money order.
• Please note: we do not accept personal checks.

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Shipping Information

• Refusal of Packages: If a package is refused for delivery, a $15.00 charge will be applied to your credit card and the shipping charges incurred to ship the product out and back will be the customers responsibility. These shipping charges may be substantially higher than the original shipping charges if promotions, or coupons were used. Once the package is received back into our warehouse the original credit card or form of payment used will be credited back minus the refusal fee an shipping charges or the package will be shipped back out to the customer.
  
• Incorrect Address: Packages returned to ellabellakids.com because of an incorrect address provided by the customer will be subject to additional shipping charges. Orders that are later cancelled due to an incorrect address provided by the customer will be charged the original shipping charges.
  
• Fed Ex Ground is our standard method of shipment to all areas within the Continental U.S. For orders over $99 it is free shipping within the Continental U.S. This may not apply to Puerto Rico and Alaska and Hawaii depending on the product. Charges for FREE Shipped items will not be reimbursed on any return or exchange. Call us toll free at 1-866-681-ELLA (3552) for an expedited shipping quote if you need your products to be delivered faster. However, at our option, we may ship small items via USPS Priority Mail.


• FREE SHIPPING - We pay the Fed Ex ground shipping cost on all orders of $99 or more to destinations within the continental United States (lower 48 states). Our shipping rates for orders less than $99 are listed below

• DELIVERY SURCHARGES: Furniture, rugs and other large products, which are bulky and heavy, must be shipped via a trucking service. The cost to ship these items are much higher and are not covered under the FREE shipping promotion. We will not ship an oversized item without quoting and receiving a confirmation of the additional oversize shipping charges.

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Returns and Exchanges - Shop With Confidence!

• RETURNS: Ellabella is committed to providing you with an enjoyable shopping experience. Our customers shop with confidence knowing that if they are unhappy with their purchase, they can return it. Our policy is to return all unworn/unused and resaleable merchandise within 30 days of delivery. We will refund your purchase price based on your original form of payment. Returns for merchandise after the 30 day time frame can be returned for in-store credit as long as they have not been used or washed or worn with all tags attached an all original forms, cards, and packaging sent back. Items returned to us deemed unsellable,used, or missing necessary information, will incur a re-stocking fee deemed appropriate by managment. This restocking fee will range from 30%-50%. Ellabella cannot be responsible for products lost or damaged in transit. Fed Ex loss or damage claims must be made by the customer. We will do everything we can to assist in this claims process. No money will be refunded for shipping loss or damage. Please understand that claims process made through Fedex or any other carrier can take 30 days or more to process.
  • For products shipped from Ellabella's warehouse, simply fill out the Returns/Exchange Form that came packaged in your original box. Call or email our customer service to return a return authorization number. Place this number on the outside of the box, and return the product to Ellabellakids.com. If you do not have a copy of the Return/Exchange Form, please contact us at customerservice@ellabellakids.com or call 1-866-681-ELLA (3552) to obtain a new one.
  • For products shipped directly from our manufacturer, please contact us at customerservice@ellabellakids.com or call 1-866-681-ELLA (3552) to obtain Return Instructions.
  • Sorry, but we do not refund shipping and handling charges!
  • Return/Exchange Address: Ellabella Ltd.; Attention: Returns; 8551 West Gage Blvd, Suite H; Kennewick WA 99336
  • Ellabella will deduct the shipping charges for items shipped under the Free Shipping promotion on all returns.

• EXCHANGES: We are happy to exchange unworn/unused and resaleable merchandise at anytime. Just fill out the Return/Exchange form and return it to Ellabella. The customer is responsible for shipping the product back to us and regular shipping charges apply to ship the exchanged item back to you. Ellabella cannot be responsible for products lost or damaged in transit. It is the responsibility of the customer to file a loss or damage claim direclty with the shippping company. Ellabella will assist as much as possible in this process. Sorry, but oversized items are excluded from this offer.

• SALE ITEMS: Sales items that are marked as final are not returnable! Sorry for the inconvenience.

• CUSTOM ORDERS: Hand painted, personalized, custom designed furnishings and other made-to-order items require payment in full upon order and cannot be returned, as they are crafted to your personal specifications. All custom order items are denoted as such on the individual product page. If you wish to cancel a custom order, you may do so within 2 business days of your original order date. If you have any questions regarding our custom order cancellation policy, E-mail us at customerservice@ellabellakids.com or call 1-866-681-ELLA (3552).

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Defects and Damages:

EllabellaKids.com will do everything we can to ship your package in good condition. Unfortunately, packages may be damaged during shipping. If your order arrives at your door damaged, we will either replace the broken parts if possible or ship out a new product. This is done at our discretion.

Please be sure to inspect your item for damage immediately upon arrival. Please do this even if you are not going to immediately use the item. We are unable to accept cancellations or returns on merchandise after it arrives damaged, but we will always make every effort to correct the problem. Contact our customer service department within 5 business days of the delivery date to report the damage. Please be sure to have information such as model number, serial number, date of manufacture and any part numbers available. We will not be able to replace damaged merchandise if we are not notified within 5 business days of the delivery date. We will continue to make every effort to get you individual replacement parts.

Requests for replacement parts will be processed as quickly as possible but may take time due to manufacturer processing. Please note that we are not able to express ship replacement pieces.

Please notify our Customer Service department within 30 days of receipt if you have a problem with a product. After 30 days, please contact the manufacturer directly for information on what warranty may apply. See your manual/paperwork that came with your purchase for that manufacturer's customer service number. Please contact our Customer Service Department at customerservice@ellabellakids.com for assistance.

EllabellaKids will work with each manufacturer in fixing the problem with your defective merchandise as quickly as possible but may take time due to manufacturer processing. Understand that a simple part may fix the problem but if not EllabellaKids.com will follow the guidelines above in replacing your merchandise

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Price Matching: