"For the Child in You"

Question or Comment?

If your inquiry is one of our most Frequently Asked Questions, simply read the answer below. Otherwise, Email us and we'll get back to you. When contacting us, please follow these guidelines:

Please place all orders over our website and use email for your inquiries, keeping in mind that we are in California, on Pacific Standard Time. If you just placed your order online and made an error that affects it, please email us immediately before the day's orders are shipped, or we may not receive your email it in time to make the change before it is shipped.

When contacting us by email about your order, please give us your name, and order number or the name of the item(s) that you ordered.

All merchandise we have is shown on our website; we do not have any other items. As we sell new dolls only, we do not do doll repair, nor do we have information on identifying or valuing older dolls or buying and selling collections. Due to the high volume of emails, we regret we cannot respond to inquiries about dolls we do not carry or services we do not provide.

MOST FREQUENTLY ASKED QUESTIONS:

1) How do I check the status of my order?

Go to our website www.ellensdolls.com. Click on the link to "Track Order" at the top of our home page. You will be asked to log in using the user name and password you provided when you placed your order. Once you log in, your customer record will come up. Scroll down past your information and you will see a list of all items you have ordered. When item has shipped, you will see the date shipped and tracking number to the right of each item. If there is no date or tracking number, item has not shipped yet. If item was preorder only or a layaway item, this area will remain blank until item ships. If item was in stock, check again later as tracking numbers are entered late in the day after orders are dispatched. There is no shipping on weekends.

2) I haven't received my order or shipping confirmation email yet. What should I do?

First of all, be sure you entered a working email on your order and spelled it correctly. Order confirmations and shipping confirmations are automatically sent from our website to the email you typed in on your order. Second, check your spam filters. Since the emails are coming from a business, sometimes they are filtered out. Make sure you allow email from Ellen's Dolls. Regarding tracking numbers, this refers to the UPS tracking number so there won't be one until your order ships.

3) What if you don't have all of the items in stock; what is a PREORDER?

Items marked, "Preorder only" have not been released yet by the artist or are out of stock. When you preorder one of these items, it will be reserved for you and will be shipped as soon as we receive them. Preorders will be charged a 20% nonrefundable preorder deposit when order is placed. Balance will be charged when order is shipped. If we have been given an estimated arrival date, it will be listed in the description. Please note, we have no control over release dates; tentative arrival dates are estimates, subject to change, and not guaranteed. If you cancel your preorder, your 20% deposit will be considered a cancellation fee. If you need immediate shipment, please select only items marked "In Stock." Please submit orders for "In Stock "merchandise separately from "Preorder Only" merchandise so that shipping can be calculated correctly.

4) What happens if I order "In Stock" merchandise and "Preorder Only" merchandise together to save on shipping?

Mixed orders of "In stock and "Preorder Only" items will be manually split into separate orders and shipping will be calculated separately and charged on each order. All "In Stock" merchandise will be shipped on our next shipping day at UPS shipping rates. Preordered items will be shipped upon their arrival at UPS shipping rates. We cannot hold in stock merchandise until the arrival of preordered items due to the variable times of arrival of preordered items. If you wish to have your complete order shipped together, you must order only "In Stock" items. If you don't wish to pay the extra shipping for a single "Preorder Only" item, simply wait to place your order until that item is also "In Stock," or check it's availability again the next time you are placing another order.

5) For a complete listing of all Frequently Asked Questions, please click on the link above to INFORMATION.

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