Frequently Asked Questions

Subscription

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May I Skip A Month?

You can skip your month between the 1st-4th of each month. On the 5th you will no longer be able to skip the month, and you will be charged on your reoccurring charge date (the day of the month you signed up on). If you signed up between the 1st and 4th of the month, your reoccurring charge date will automatically be changed to the 5th in order to give you time to see the collection.

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I Signed Up For The 3-Month Subscription. When Will I Be Charged Again?

After your first 3 months, your subscription will automatically renew for an additional 3 months at $124.95*. If you would like to skip a month during or after your first 3 boxes, we are happy to help you skip for free. If you would like to switch to monthly payments, please contact Customer Care between the 1st-4th of every month. 

*3-Month Subscription is at a discounted rate of $124.95: Buy 2, Get 3rd Month 1/2 Off

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Why Do I Have Two Subscriptions?

Purchasing 2 subscriptions or purchasing a new type of subscription will always create two subscriptions. If you believe you created two subscriptions in error, please contact our customer service team immediately to cancel the duplicate subscription. We unfortunately can not cancel the order, but you are more than welcome to ship a duplicate subscription back to us for a full refund. 


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When Do I Get Charged Each Month?

Your credit card is charged on the same day of every month that you originally signed up. 


Customers who originally purchased on the 1st-4th of the month, will process on the 5th for all future months. This is to provide plenty of time for you to review your address, sizes, and add exclusive products!


If you are having any issues please feel free to contact Customer Care.

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May I Cancel My Ellie Subscription?

You have from the 1st-4th of the current month to cancel your subscription. There is no cancellation fee. Once your account has been charged for the feature month, we cannot cancel your order if it is already in process of being fulfilled and sent to you. If you miss the deadline for cancellations, you are more than welcome to contact us the 1st of the following month to cancel your subscription.

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What's Ellie?

Ellie is a monthly subscription service that sends you amazing items for your active lifestyle! Each month we curate our collection to match nicely with a color story or theme. For example, we’ve had a “yoga inspired” collection, a “lounge” collection, and a “get active” collection.

On the first of each month, we announce the new items so you know what to expect. If you don't like a month, you can always easily skip with a click of a button. Additionally, your subscription renews on the same date each month, so you always know when and what to expect!

We offer two subscription types:

3 items - includes 3 apparel items. (Typically we have some variety of sports bra, top, or leggings) 

5 items - includes 3 apparel items mentioned above + 2 accessories/equipment

Shipping

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How Much Does Shipping Cost?

Ellie customers enjoy free ground shipping as a member, within the continental United States. We ship with standard ground shipping (6-9 days) within the 48 continental United States.

Shipping to Alaska and Hawaii is available for $6.99. We currently do not offer express shipping to these destinations, standard shipping time is 6-9 days.

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My Tracking Info Shows My Package Was Delivered, But I Never Received It.

We know how important your order is! Ellie provides our customers with the option to track your package. If the tracking information states that your package was delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office. We will do our best to assist you but Ellie does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue. 

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How Soon Will My Order Ship?

We're so glad you're excited about your order! We do our best to process all orders within 2 business days of receiving them - with the exception of weekends and holidays.

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Do You Ship Internationally?

At this point, we only ship within the United States, but we are working hard to include this option.

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Do You Ship To APO / FPO Addresses Or U.S. Territories?

Yes! We are able to ship to APO/FPO addresses.

Unfortunately, we are not able to ship to U.S. Territories at this time. This is a high priority for us and something we are working hard to include!

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Why Is My Shipping Delayed?

There may be shipping delays due to unforeseen and uncontrollable circumstances, such as weather conditions. We are not responsible for stolen or lost items.

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Where Is My Shipping Confirmation?

When your order enters transit, you will receive a shipping confirmation to the email entered at checkout. If you do not receive an email, please check your spam. If you haven't received your confirmation, please email help@ellie.com and we’ll be happy to resend it right away!

Please note: it may take up to 24 hours for the carrier to update tracking information.

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My Order Is Being Returned To Ellie, What Do I Do?

Undeliverable orders due to customer or address error will require re-shipment. Ellie will happily cover the cost of the second attempt, only after the original order has returned to our HQ - we want to make sure you receive your order! 

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Do you ship to PO boxes?

Sadly, at this moment we do not ship to PO boxes. We do suggest sending the package to your home, or work address.

Referral Program

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When Will I Get Paid?

On the 15th of every month. If the 15th falls on a weekend or holiday, you will be paid the following business day.

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Can I Track Sales?

Track your link's success by logging in here: https://ellie.refersion.com/affiliate/login

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How Do I Get Paid?

Link your Paypal account & we will give you 5% commission for every first subscription placed through your link. The more you share, the more commission you make! 

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Where Is My Custom Link?

Your unique tracking link is generated in your Refersion account. Log in here: https://ellie.refersion.com/affiliate/login.

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I signed up, what next?

Once you sign up, you will receive an email with your unique tracking link.

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Can I Edit My Link?

Go to https://bitly.com/ and paste your unique tracking link into the “Paste a link to shorten it” box, then click the bright orange shorten button to generate a shorter link to use.

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How Do I Share?

Place your link on all of your social media platforms. Put it in your Instagram bio, your blog posts, your Facebook posts, or YouTube video captions!

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Is There A Limit?

No. Refer as many people as you want & make as much as you want!

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Do I Get A Discount?

No. This is money being sent to you. There is no discount on your future Ellie orders.

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What Do I Get When I Refer?

We will give you 5% commission for every first subscription placed through your link. The more you share, the more commission you make!

Product

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What If I'm Unsure About A Size Or Have A Fit Question?

Please see our Size Guide for general information on sizing. 

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May I Return Or Exchange Items?

The content of each month's collection is carefully curated by Ellie, so we do not allow returns or substitutions of any kind. If you receive a box with damaged/defective product, incomplete contents, or require a size exchange - please email Customer Care within 30 days of your processing date.

Ordering

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How Do I Change Or Cancel My Order?

We know how important your order is, so we aim to fulfill orders as quickly as possible. While we cannot cancel or change an order once it has been placed, you are welcome to contact us for an exchange once your order is received. Please make sure to review that all your information is accurate upon checkout. If you need to change your reoccurring subscription, please contact us between the 1st-4th of the current month. 

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Where Is My Order Confirmation?

Within 5-10 minutes of placing your order, you should receive an order confirmation to the email address you used when creating an account. If you did not receive your confirmation, please check your spam. If it’s not in your spam, please send us a message, and we'd love to help!

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My Order Isn't Going Through, Now What?

If you are receiving an error, please make sure your credit card information, shipping address, and billing address are the same as on your billing statement. 

If your information is 100% correct and you’re still seeing an error, please make sure you’re using the latest version of your web browser -- this generally helps. If you continue to receive error messages, please contact Customer Care and we'd love to help!

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Why Was My Order Cancelled?

That is extremely rare, but potentially could be caused by the payment method on file declining or the item you ordered suddenly became out of stock and is no longer available.


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How do I use my promo code?

Simply enter your promo code at checkout to apply valid discounts. Promo codes are not applicable when you buy a 3-month subscription. Offer not valid on previous purchases and cannot be combined with any other offer. Offer may not be applied to gift cards and shipping cost. Details of offer are subject to change. Only one promo code can be applied during checkout.

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