ByElkay.com Help and Frequently Asked Questions
What forms of payment do you accept?
Why was my credit card charged while my product(s) still haven’t arrived?
Do you ship outside the contiguous U.S.?
How long will it take to receive my order?
How much do you charge for shipping?
What is your return policy?
How can I track my order?
Can I cancel or change my order once placed?
How do I contact Customer Service?
What is your security policy?
What forms of payment do you accept?
We accept credit cards, VISA/Mastercard. We do not accept personal checks for purchases.
Why was my credit card charged while my product(s) still haven’t arrived
This is a common industry practice and it is the way that our computer system can make sure that we have your payment before you receive your item. Occasionally, there will be an unforeseen lead time on an item. We apologize for not being able to forecast all lead times. Elkay is not responsible for interest charges on your credit card or for guaranteeing any lead times.
Do you ship outside the contiguous U.S.?
No. We ship only to locations serviced by UPS within the contiguous U.S.
How long will it take to receive my order?
Our goal is to ship your order within 2-3 business days, sometimes the same day we receive your order. Transit times vary, but are usually between 3 and 7 business days. On rare occasions, items ordered may not be available for up to 2 weeks or more. We will do everything we can to minimize these delays. If part or all of your shipment is going to be delayed because an item(s) you ordered is in short supply, we will notify you via email.
How much do you charge for shipping?
Shipping charges are calculated by Yahoo Store Front based on the UPS published list freight rate tables. When checking out, you will be advised of the shipping charges.
You can determine the UPS freight rates for all freight delivery options prior to completing your order by following these steps:
1) Add one or more products to your shopping cart. 2) Click the Checkout button below the shopping cart contents. 3) Enter your zip code in the zip code field. This is the minimum information needed to calculate the appropriate freight charge. You do not need to enter any payment or other delivery information. 4) Select the freight method you wish to use. 5) Press the Calculate button and then scroll down to view the freight rate table. This table will display the freight charge for your selected method as well as freight charges for alternative methods.
What is your return policy?
I need to return something. Why is there a 25% restocking fee?
Click here for more details
*Do not ship products back to ByElkay.com without a return goods authorization number.(RGA#)
How can I track my order?
I just placed an order, how will I know when it has shipped?
You should have received an e-mail confirmation upon completing your order. This contains a link that will let you check the status of your order at any time. ByElkay.com will also send an email update when your order is shipped containing a link to track the order status and the UPS tracking #. You can determine delivery status by visiting www.ups.com or the order status link to the Yahoo! store.
Can I cancel or change my order once placed?
If the order is cancelled before the order has entered the shipping process, you will not be charged a cancellation fee. Once your credit card is charged and your order has entered the shipping process, the order falls under the return policy rules.
How do I contact Customer Service?
Please e-mail us at CustomerService@ByElkay.com.
If necessary, please call us at 877-ByElkay ( 1-877-293-5529 ) during normal business hours of 8AM to 5PM CST.
What is your security policy?
All online orders travel through a number of checks and balances before the order is confirmed, payment is accepted, and the items are shipped. Below are just a few measures we take to ensure your safe & secure shopping experience.
• IP & email addresses are checked against a world-wide database to detect, and reference any fraudulent/suspect activity.
• All orders with different ship-to, and bill-to locations are confirmed as viable shipping addresses.
• We check the credit card’s Card Verification Value (CVV) on all orders to minimize fraud.
• All order information except credit card data is stored on site, with no access to non-employees. Credit card information is stored at Yahoo! in accordance to Yahoo’s policies. All data transferred from Yahoo to Elkay is transmitted and encrypted with a 128 bit secure socket layer (SSL).
• In addition to the security steps mentioned above, our store is hosted by Yahoo! who also builds in multiple levels, and features that we feel to be the MOST secure platform on the market.
Yahoo! takes your security seriously and takes reasonable steps to protect your information. No data transmission over the Internet or information storage technology can be guaranteed to be 100% secure.
The following items are just some of the measures Yahoo! takes to protect against the misuse of information buyers provide when ordering through a Yahoo! Store:
• 128 bit Secure Socket Layer (SSL): Yahoo! Store uses SSL (Secure Socket Layer) encryption when transmitting certain kinds of information, such as financial services information or payment information. An icon resembling a padlock is displayed on the bottom of most browsers window during SSL transactions that involve credit cards and other forms of payment. Any time a Yahoo! Store asks for a credit card number during checkout for payment, it will be SSL encrypted. The information you provide will be stored securely on our servers.
• CISP Compliance: Yahoo! Store is certified CISP-compliant. Created by Visa and MasterCard, the Cardholder Information Security Program (CISP) outlines a standard for security procedures for merchants and service providers that store, process, or transmit cardholder data.
Learn more about CISP.
View the list of CISP-compliant service providers in PDF format.
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