Ellen's Dolls: Frequently Asked Questions

Is it safe to use my credit card?

Absolutely. Our website uses Innovative Gateway processing which uses the highest security standards available to the credit card processing industry, including 128-bit SSL protection, Card Security Codes (CSC), and Address Verification Service (AVS). (NOTE: When checking out on our site, you will see a padlock in the upper right hand corner. This indicates a secure site and clicking on the padlock will bring up the security certificate. Also, at checkout, you will notice the url in your browser window will change from http:// to https://; the "s" indicates you are on a secure site.)

Do you charge sales tax?

Sales tax will only apply to residents of California.

How can I pay for my order?

We accept Master Card, Visa, American Express and Discover credit cards, as well as PayPal.

How much will shipping be?

Shipping is based on weight and distance. When ordering, the total cost of goods and shipping as well as sales tax, if applicable, will automatically calculate and be displayed before the order is submitted. You will see a pull-down showing the available shipping methods and rate for each so you can choose the method you prefer. Preorders must ship separately and must be entered as a separate order to calculate the shipping correctly. For domestic orders, UPS Ground or USPS Retail Ground mail are our most economical shipping options. Our UPS Ground Flat Rate Shipping is $19.50 for most packages. Some items, due to larger size of shipping cartons and dimensional weight, do not qualify for the flat rate. In those cases, the $19.50 rate will not display; only your available shipping methods and rates will show. 3-day UPS, 2-day UPS, Next-day UPS and USPS express mail are available for rush orders. UPS does not deliver on weekends. International orders have the choice of USPS Global Express Guaranteed, USPS Express or USPS Priority Shipping. International customers are responsible for any customs fees which may be charged by your country upon delivery.

What if I return or cancel my order?

If not satisfied with your purchase, please email us for a Return Authorization Number. Unauthorized returns will be refused or charged a 15% restocking fee at our discretion; cancelled orders subject to a 15% fee. Returned merchandise must be received by us IN ITS ORIGINAL CONDITION within 14 business days from date of receipt; we suggest using UPS or insured mail for your return. Shipping charges are not refundable. Return of items that had free or discounted shipping (Flat Rate UPS Ground $19.50 is a discounted rate) will have original shipping savings deducted from refund. No refunds, returns or exchanges on layaways, preorders or special orders. After a return has been received, please allow 1 week to process. Your refund will be credited to your credit card.

What if I order items not in stock (Preorders)?

Items marked, "Preorder Only" have not been released yet by the artist or are out of stock. Preordered items will be reserved for you and will be shipped as soon as we receive them. Preorders will be charged a 25% nonrefundable, nontransferable deposit when order is placed, minimum $10. Balance will be charged when order is shipped. If we have an estimated arrival date, it will be listed in the description. Please note, we have no control over release dates; arrival dates are estimates, subject to change, and not guaranteed. If you cancel your preorder, your 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" items separately from "Preorder Only" items so shipping calculates correctly.

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. Preordered items will be shipped upon their arrival. 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 its availability again the next time you are placing an order.

What is your policy on privacy?

We do not sell, trade, rent or otherwise share your personal information.

How do I track my order?

Once your order has been placed, an Order Confirmation will be automatically emailed to you at the email address you placed on your order. Once your order has been shipped, you will receive a Shipping Confirmation by email from UPS containing your tracking number. You can track the order at www.ups.com. International Customers will receive an email with the USPS tracking number and will be able to track the order at www.usps.com.

Do you have Layaway?

Yes, layaway is available for any item(s) priced at $150.00 or more. Layaway splits your purchase plus shipping into 4 equal payments. For layaway, order as usual; then immediately send us an email telling us you have submitted an order and wish to have it set up on our Layaway Plan. We'll charge your first 25% Layaway Payment and will send a receipt showing the payment and balance of your order. You'll automatically be charged another 25% each of the next 3 months with doll being shipped with last payment. Deposits and layaway payments are nonrefundable and nontransferable.

Have Another Question or Comment?

When contacting us, please follow these guidelines:

Please place all orders over our website and use email for 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 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, as well as the item number and name of the item(s) 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.

Ellen's Dolls
200 Gateway Dr. #514
Lincoln, CA 95648
Email: service@ellensdolls.com