FAQ

-Account

1.How do I register?
We recommend that you use your email address as your username, this makes it much easier to remember. Please make sure that your password is at least 6 characters in length. You can easily create your own Elmporch profile by clicking here to register.

2.I did not receive the activation email.
Please click the “Resend Activation Email” button after logging in. Check your mailbox including your spam folder. If this does not work, add “samantha.tate@qwest.net” to your white list (safe senders) and resend again. If you are still unable to receive the activation email, please contact our Customer Service to resolve this issue.

3.I cannot login to my account.
Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct.If you are still not able to access your account, please contact our Customer Service and outline the problem.

4.I forgot my password
If you forgot your password, just click the "Forgot your password?" link on “log in” Page and we will send you an automated email with information on how to reset your password.

5.How can I change my password?
Log in to your account. Locate the “Change Password ” option on the left corner and click it to reset your password.

6.Can I change my email address into another one?
We will offer this function in the near future.

7.What is the difference between the billing address and the shipping address?
The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.

-Order

1.How do I place my order?
Ordering online from Elmporch.com is easy! When viewing an item, simply select the pack and then click ‘ADD TO Cart’. Once you have your desired items in your cart, simply click the ‘Checkout’ button. You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes  that you may want to use to discount the price. Finally, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!

2.How long can items be stored for in my shopping bag?

The shopping bag your account is linked to will retain its contents all the time. This applies to all customers.

3.An item added to my shopping bag was sold out.

The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.

4.Do you restock items that are sold out?

Fortunately, we do restock most of our items.To review all of your tracked items, simply log in and go to your account. Check the Notify in Stock section to see which of the items have been restocked and brought back to our online store for purchase.

-Order Status

Elmporch Main Order Statuses

All your orders are listed in your Elmporch account here.

Once we receive your payment, your order will go through several steps before being “shipped out”.

Please refer to the different order statuses and their meanings below:

Waiting for payment:

This order is unpaid . Please feel free to pay your order now.Once we receive your payment, we will process your order.

Pending:

You have attempted to pay us via PayPal e-check. At this time we haven’t received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.

Paid:

You have just paid for your order, our server will upload your order shortly and we will start to process your order.Thank you for your patience.

Processing :

Eelmporch will typically process orders a couple of business days upon payment.

Dispatched:

Your order has left our warehouse and has been collected by the courier for the shipment. We cannot edit your order anymore.

Shipped Out: 

Your complete order has been sent out and is now on its way to you. Please follow up the delivery in your account and track the item online.

Cancelled:

 Your unpaid order is canceled. Please feel free to replace an order anytime.

Refunded :

 Unlike the independent station's refund process, our platform will take the financial process and then issue a refund separately, so there will be a couple of days to deal,  please rest assured.

-Payment

What kinds of payment are accepted?
We accept the following forms of secure payment:

(1) PayPal

(2) Bank Transfer

  

 Is my privacy and personal information secure on your site?
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