Frequently Asked Questions
Got questions? Check out this collection of the most frequently asked questions and common issues.
Ordering & My Account
Q: Do You Offer A Frequent Shopper Discount?
A: To thank our customers for ordering, Ellen Hutson, LLC offers a Frequent Shopper Discount each month. Customers who have placed an order in the previous two-month time frame will receive a promo code for 10% off their purchase total before shipping. Customers can use this code as many times as they desire, and using it qualifies customers to receive another code the very next month!
Frequent Shopper emails are sent out on the first of each month and are valid for the entire month. The discount cannot be combined with other promo codes but will combine with sales and discounts that do not require a code. We appreciate that customers do not distribute this discount code. We reserve the right to verify the order history of shoppers using the Frequent Shopper Discount.
Q: How Can I View the Status of My Order?
A: Log in to your account and select "My Account" in the top right-hand corner. Select "View Order Status" from My Account listing on the left.
Q: What Forms of Payment Do You Accept?
A: We accept payment via PayPal, as well as Visa, MasterCard, American Express, Discover, Apple Pay. PayPal lets you instantly send payments online using your bank account, most credit cards, and other sources.
Q: What if an item in my order is "backordered"?
A: We pride ourselves on maintaining correct information regarding inventory on our website. If an item is no longer in stock it will not be available to purchase on our site. Sign up to receive notification for when inventory becomes available. However, in the event that an item ordered is not in stock and we have missed updating that particular item, we will contact you by email to let you know the estimated ship date as quickly as possible.
Q: can i email an order to you?
A: Most certainly. Just email us at email@example.com. Include your name, address, phone number and the items you wish to order (please include SKU if possible.) We will then create an invoice and contact you for payment information.
Q: What if I don't see what I am looking for on your website?
A: If you are looking for something that you do not see listed on our website simply email us and we will check our inventory to see if we have it on hand or are able to get it for you.
Q: I need to make an adjustment to my order. what do i do?
A: Our customer service department will do our best to help. Please call (425)427-2745 or email us immediately. We will make every effort to accommodate your requests. If your order has not already been processed, we will be happy to make changes. We encourage customers who are interested in adding items to an already placed order to place a separate order accompanied by a note to please add to the original order.
Q: How Can I access my Account if I have Forgotten My Password?
A: When prompted to log-in, select “Forgot Your Password?” This will prompt the system to email you a temporary password that will give you access to sign-in. If you do not receive the email promptly you will need to make certain that our email address is on your Safe Sender and Domain list. If you are still having problems, please call us at (425)427-2745 between 8:30-3:30 M-F and we are happy to assist you!
Q: What does "Vendor New Restrictions" mean?
A: Each of the manufacturers we carry have their own terms limiting the sale of newly released products. Following are the manufacturer terms we abide by:
- Altenew - 30 days
- Avery Elle - 14 days
- Catherine Pooler - 5 days
- Honey Bee Stamps - 30 days
- Lawn Fawn - 30 days
- Mama Elephant - 90 days
- My Favorite Things - 30 days
- Pinkfresh Studio - 30 days
- Pretty Pink Posh - 30 days
- Sunny Studio Stamps - 42 days
- Trinity Stamps - 60 days
- Waffle Flower Crafts - 90 days
Q: I can't find Buy with Prime - Where Did It Go?
A: We have made the decision to discontinue the Buy with Prime program because we did not have the control to get the orders shipped quickly and had orders extending out past 3 weeks. We are finding that we received better service by sending customers to our Amazon store. We are still working to update the store with our new release items, so you can also use this link. They are on Amazon so simply search Ellen Hutson + the name of the product if you are not able to find it. Thank you for your support and understanding.
Q: what are your shipping costs?
Q: where do you ship to?
A: Currently you can place and complete your orders online if you live in the United States. However, if you live outside of the United States, you can place your order and complete payment using PayPal. The United States Postal Service does not ship to all countries. If we discover that you have ordered from one of these countries, we will notify you immediately and refund your order. Due to changes in VAT collection we are currently unable to ship to the UK and EU.
Q: How long does it take for an order to ship?
A: Ellen Hutson, LLC ships every business day to ensure rapid delivery to you. We strive to ship order the same or next business day. Orders placed Friday, Saturday, or Sunday will ship Monday whenever possible. In the event of high business volume, Ellen Hutson, LLC may take up to 7 business days to complete and ship your order. If it will take us longer than 7 business days to ship your order, we will notify you of the delay. We cannot be responsible for delayed shipping through the carrier.
Q: can we shop in the warehouse?
A: We are not set up for shopping in our warehouse. Due to being an on-line store, items on the shelf may have already been purchased.
Q: Where are you located?
A: We are just outside Seattle, Washington at 1145-12th Ave NW, Suite C5, Issaquah, WA 98027. Send us an email and come and meet us at our office and warehouse.
Q: do you sell wholesale?
A: Ellen Hutson LLC is a retailer only and we do not offer wholesale pricing or distribution.
Q: how can i obtain coupon codes?
A: There are several ways our customers can obtain coupons. The easiest is to place an order with us. This qualifies you for our Frequent Shopper Discount for the following two months. Promotions are mentioned in our free newsletters, so sign up today! Sometimes we’ll send out special News Flashes to our valued returning customers. Only one coupon code can be used on an order.
Q: what time zone does Ellen Hutson operate in?
A: Ellen Hutson LLC is located in Issaquah, WA and we operate on Pacific Time.
Q: how can i view the status of my order?
A: Scroll to the bottom of any page on our site and select “Customer Service”. Next select “Track Order”. Fill in the requested information and you will receive your status. We also send out an email when the order ships with a tracking number included.
Q: why am i not receiving any emails from ellen hutson?
A: The most common reasons you are not receiving emails are:
- Your mailbox is full. You may need to archive old messages to make room for new ones.
- There is an issue with your receiving server’s DNS. You may need to whitelist our domain/email address and add it to your Safe Senders and Domains list.
- A wrong address was entered when placing an order or adding yourself to our mailing list.
Please contact your email provider for assistance with how to whitelist our email address. As well, be certain to opt-in to validate your email address when subscribing to our newsletter.
We pride ourselves in customer service. If you have any questions at al please give us a call, email us, visit our warehouse or send us some mail! We’re here any way that’s easiest for you.