Contact + FAQ
General Questions: | info@elf-magic.com |
Returns: | returns@elf-magic.com |
Wholesale Accounts: | wholesale@elf-magic.com |
Press: | media@elf-magic.com |
Santa: | santa@elf-magic.com |
Your Elf: | ElfMail@elf-magic.com |
Send Mail To:
Elf Magic, LLC
430 North Florida Street
Covington, Louisiana 70433
Phone: | 985-276-9070 |
Office Hours:
9AM-5PM (EST) Monday-Friday
Who is Elf Magic?
How can I get an Elf?
How do I place an order?
How long does it take to process and receive an online order?
How long will it take for me to get my order?
Delivery calculation starts on the first business day after the order is shipped (business days are Monday through Friday, not including holidays, weekends, or natural disasters i.e. sever snow storms, flooding, etc.). For faster service guaranteed by UPS it is suggested you upgrade to UPS air (2-Day or Overnight). Most UPS ground orders in the continental USA take between 1 and 6 business days for delivery, Standard Shipping is a combination of UPS and USPS working together and can take 10-14 days for delivery. Transit times can be calculated at checkout and depend on the accuracy of the delivery address as well as weather conditions. Elf Magic is not responsible for delays in delivery caused by UPS canceling pickups or deliveries or delays caused by an incomplete or incorrect address. Please see UPS Peak-season guarantees for information about deliveries during peak shipping seasons.
Does Elf Magic ship internationally?
Currently Elf Magic ships to the following countries:
- Australia
- Austria
- Costa Rica
- Denmark
- England
- Germany
- Ireland
- Italy
- Portugal
- Puerto Rico
- Scotland
- Spain
- USA
- Venezuela
Customers in Mexico can shop online at My Elfo or at a local store. Click for more info.
Customers in Canada can shop at an Official North Pole Supply Post in Canada and they will be happy to ship directly to you.
If your country is not listed here, please email info@elf-magic.com or call 985-276-9070 for more information. Most Standard and rush shipping to countries outside the United States (except Canada and Mexico) can be calculated through our website. Charge is based on value and dimension/weight of shipment. Shipping outside the United States sometimes requires charges in addition to the shipping and processing rates and recipients are required to pay customs and duties taxes on each shipment where applicable. Some countries assess a Brokerage Fee for handling the paperwork for customs. The order may require shipping in multiple boxes with duties and taxes applied to each box.
How do you calculate shipping and handling charges?
Is the Elf Magic Store shopping area secure?
Will it be obvious that my shipment is from Elf Magic?
How do I change, cancel, or return my order?
Elf Magic will evaluate reported manufacturing or other defects on a case by case basis. If it is determined that there is a valid manufacturing or related defect, Elf Magic will send a replacement of the defective merchandise or accept the item back for a full refund of the purchase price, including shipping and handling. If it is determined that the defect is due to normal wear and tear or excessive or abusive treatment, Elf Magic will not accept the return. Items should be shipped to Elf Magic as trackable packages. We suggest that you use either UPS or FedEx for shipping. Elf Magic is not responsible for returned packages until we receive them. For instructions on returning or exchanging, see below.
If you receive merchandise that has been damaged in transit, save all packages and damaged merchandise for UPS to inspect and call our office at 985-276-9070 within 48 hours with the Invoice Number (found on your Sales Receipt) and tracking number(s) of damaged box(es). Elf Magic will issue a return authorization if necessary. Freight damage is the responsibility of the freight carrier. We are happy to process a claim on your behalf. Replacement product will be shipped to you upon verification and completion of your claim.
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- Contact Elf Magic at returns@elf-magic.com or phone at 985-276-9070 to obtain a return authorization number. Please include your invoice number in your e-mail or phone notification.
- Complete the information on the back of your invoice packing slip (click here for example), place the slip in the original box or envelope with the product(s) you are returning, and seal the package.
- Clearly mark the return authorization number (RA) on the outside of the package. Package(s) will not be accepted without an RA number.
- Ship your package to the address below. We suggest using either UPS or FedEx for shipping and insuring your package. Elf Magic is not responsible for returned packages until we receive them.
Elf Magic Returns (RA # here)
430 North Florida Street
Covington, Louisiana 70433