Shipping policy

Thank you for choosing to shop with us. We are committed to providing a smooth and reliable shipping experience. Please review the information below regarding our shipping process.

Shipping Locations

This shipping policy applies to orders shipped within the United States only.

Shipping Cost

We offer free shipping on all orders, with no minimum purchase required.

Handling Time

All orders are processed and dispatched within 1 – 3 business days from the date of purchase.

Transit Time

Once your order has been shipped, delivery typically takes 5 – 7 business days, depending on your location.

Cut-Off Time

Orders placed before 3:00 PM (GMT-05:00) EST will begin processing on the same business day. Orders placed after this time will be processed on the next working day.

Our Delivery Partners

We partner with reliable carriers such UPS to ensure safe and timely delivery across the United States.

Delivery Confirmation & Order Tracking

Once your order has shipped, you will receive a shipping confirmation email, which will include your tracking number. It may take up to 24 hours for tracking information to become active.

Item Not Received

If you have not received your order within the expected delivery time frame, please contact us by email. We will investigate the issue with our shipping department and delivery carrier and provide you with an update as soon as possible.

Undelivered Packages

If a parcel is returned to us due to non-collection, refusal, or an incorrect address provided at checkout, additional shipping and handling charges may apply for re-delivery.

Please note that parcels may be held for a limited storage period by the delivery provider before being returned to us.

Lost Package Procedure

If your parcel appears to be lost in transit, please contact us within 7 days of the expected delivery date. We will open an investigation with UPS.

Investigations may take several working days to complete. If the parcel is confirmed as lost, we will offer either:

  • A replacement (subject to stock availability); or
  • A full refund

in accordance with USA consumer law.

Delays Outside Our Control

While we aim to deliver all orders within the stated time frame, delays may occur due to circumstances beyond our control, including but not limited to:

  • Severe weather conditions
  • Carrier delays
  • Transportation disruptions
  • Security checks
  • High seasonal demand

In such cases, we will make every reasonable effort to keep you informed.

Delivery Delays

If a significant delivery delay occurs, we will notify you as soon as possible. Where applicable, you may have the right to cancel your order in accordance with applicable consumer protection laws.

Changes to Delivery Address

If you need to update your shipping address after placing your order, please contact us as soon as possible. Address changes may not be possible once the order has been shipped.

Incorrect Address

If your order is returned to us due to an incorrect or incomplete address provided at checkout, you may be responsible for any additional shipping costs required for re-delivery.

Order Changes

In case you wish to modify your order, call us within 2 hours of your order. It is impossible to change it after 2 hours.

Contact Information

  • Store Name: The Ellen Shop
  • Address: 123 Ludlow St, New York, NY 10002, United States
  • Phone: +1917-386-7899
  • Email: info@theellen.shop
  • Opening Hours:
    Tuesday - Saturday: 1 – 7 PM
    Sunday: 1 – 6 PM
    Monday: Closed (Hours might differ on Memorial Day)
  • Time Zone: (GMT-05:00) EST
  • Response Time: We respond within 24 hours.