F.A.Q

FAQ –

I NEED TO CHANGE MY ORDER OR CHANGE MY ADDRESS. HOW CAN I DO THAT?

Unfortunately, our orders process very quickly once they’ve been submitted, so we are unable to make changes or cancellations once the order is submitted. To correct any errors with your order or your address information, we recommend contacting the carrier listed on your tracking email to request an address update or correction. If the order has been processed, unfortunately, the order will ship as is and cannot be modified.

I’M HAVING TROUBLE PLACING MY ORDER. WHAT’S WRONG?

We apologize for any difficulty but we’re happy to help. Please contact us via

  • CHAT  (Contact/Chat Tab below)
  • EMAIL  orders@elkevonfreudenberg.com
  • 888 598 8882 M – F 12:00pm -6pm EST.

MY ORDER ARRIVED DAMAGED. HELP!

Oh no! Please EMAIL US a photo of your damaged items and a screenshot of the packaging slip so we can assist in replacing your item. 

HOW DO I RETURN OR EXCHANGE A PURCHASE MADE ON ELKEVONFREUDENBERG.COM?

We do not take returns on overly used products or products purchased outside of our 30-day return window.

To return or exchange within 30 days of purchase, just fill our our RETURN FORM and mail to:

Elke Von Freudenberg Ent.

ATTN: Returns Processing

1140 Broadway #906

New York, NY 10001

United States

Please include a copy of the original order confirmation in the package.

HOW DO I CHECK ON MY ORDER STATUS?

You will receive an email with your tracking information for your order. On all orders shipped USPS, you can check tracking info from your link in that email. From USPS you can check for any updates by signing up for USPS update information. All orders are processed and updated on business days. If you see that your order has not shipped, or you have not received a tracking email, please check back with us on the following business day to see if your order status has changed. All order updates will still be sent to the email address provided at the time of purchase (order confirmation, shipping confirmation, etc.).

If you have additional questions, please contact us by CLICKING HERE or call us at 1-888-598-8882, Monday – Friday  12pm and 6pm EST. We will be happy to assist you in any way that we can.

WHY WAS MY ORDER CANCELLED?

If you did not request a cancellation, there could have been an error with the billing or shipping information provided at the time of purchase, payment information did not go through, or your order was cancelled for your protection, as the payment information provided did not match the payment source. 

WHEN IS MY ORDER GOING TO SHIP?

Standard orders received before 3pm EST are processed and shipped within 2 business days. Please allow additional processing time during holiday periods.

MY PACKAGE WAS LOST.

If your package was lost and did not arrive, please contact our customer service team at 1-888-598-8882, Monday – Friday 12pm – 6pm EST. We’re happy to help in any way that we can.

OOPS! I’VE ENTERED AN INVALID EMAIL ADDRESS, WHAT DO I DO?

Unfortunately, we are unable to send order information to an email address that differs from the one submitted with the order. Please EMAIL to request an update regarding your order status.

WHERE DO YOU SHIP?

We currently ship to locations within the Continental USA and Canada.

WHY WAS I CHARGED SALES TAX?

We collect US state sales tax on orders shipped within New York.

Tax is estimated at the time an order is placed and a final calculation of the actual sales tax is reflected on your order confirmation email.

WHAT PAYMENT OPTIONS DO YOU ACCEPT?

Elkevonfreudenberg.com accepts American Express, MasterCard, Visa and Paypal.

DO YOU OFFER GIFT CARDS?

We currently do not offer gift cards

CAN I GIFT WRAP MY ORDER?.

We do not offer gift wrapping at this time.

HOW DO I FIND OUT WHEN A PRODUCT I WANT IS BACK IN STOCK?

Our online inventory of products is constantly being updated and replenished. To find out once a product is restocked, sign up for notifications by clicking “Notify Me” on the product’s webpage and enter your email. You will immediately be notified by email the minute that product is back in stock. 

F.A.Q