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FAQ

    Where can I track my order?

    You can track your order on the Track My Order page found in the menu at the top of this page.

    Why did I not receive an order confirmation email?

    Please check your spam folders and add support@elephant-crossing.com to your list of approved senders for any future communications from us.

    I did not receive a tracking number with my order confirmation. Where can I find this?

    We fulfill all orders at the end of the business day. You will receive a separate shipping update email when your order has been fulfilled and a tracking number is assigned. Sometimes, this may take up to 48 hours.

    I accidentally entered the wrong shipping address! How can I change it?

    If you entered the wrong shipping information, please email support@elephant-crossing.com with your order number and the correct address within 24 hours of placing your order. We process all orders at the end of the business day, so we cannot guarantee that we will be able to change the address before your order is shipped. If your order has already been shipped, we regret that we cannot assume responsibility for its whereabouts, and no refunds will be issued.

    Why did I only receive part of my order?

      We try to keep as many items together in one package as possible, but occasionally, we may need to ship items separately. In this case, you will receive separate tracking numbers for each package.

      I would like to ship my purchase directly to another recipient as a gift. Can I add a note? And will my recipient see how much it cost?

        Yes!

        You can add a note to your recipient from your shopping cart before checking out. Rest assured, your recipient will not receive a printed receipt as we only send the electronic receipt via email to the purchaser. Your gift recipient will only receive a packing slip detailing the items included in the package along with your gift note.