Customer Service

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At Elroy, we realize that shopping on the internet can be frustrating, so we work hard to provide you the best possible online shopping experience possible.

Popular Questions

My order won't go through. What should I do?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information.

Please only click the “Place Order” button once to avoid multiple authorizations.

If you continue to receive error messages, please contact Customer Care at: 604.617.5169 7am-7pm PST or email us at info@elroyapparel.com

Can I make any changes to my order?

If you need to change or cancel your order, please contact us immediately. We generally process orders within a few hours, and once our warehouse has processed your order, we will be unable to make any changes.   

When will my order ship?

Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

How can I track my package?

Once your order has been fulfilled and sent out, you will receive an email confirmation along with a tracking number to trace your shipment. 

If for some reason you did not receive an email, please check your spam folder and add info@elroyapparel.com to your safe sender list.

Why was my order cancelled?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

Will I have to pay for international duties or taxes on my order?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for duties and taxes varies depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Elroy cannot control and is not responsible for any duties or taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from Elroy, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Elroy. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

Can I return items that I bought on sale?

All items purchased on sale or marked down cannot be returned or exchanged. 


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