Contact Us

Before contacting us, let’s see if we can answer your question right here…

These are the most common reasons someone contacts us, if any of these apply, please click the link below:

 

Track Your Order- You placed an order but it hasn’t been received yet and you don’t know when it’s coming. 

Return An Order- You received your order but for whatever reason you’d like to make a full or partial return. 

Contact A Store- Your issue is related to an Ecko Unltd. Store. 

Contact Corporate- Your inquiry is for our corporate office. 

Other- None of these options describe your issue.

 

Track Your Order

1.    If you don’t yet know the status of your order click here to track it.  Here’s a useful list of statuses you might see and what they mean.  Please note this will only work if you created an account at checkout, however you will still receive an email when the shipment occurs with a tracking number.  If you checked out as guest, please click here to track your order.  Please note customer service is open M-F from 9am to 6pm EST.  Submissions posted outside these hours will be addressed in the next business day.

a.       Processing- This means the order has just been placed, you still have the ability to cancel this order in the user panel

b.      Processing- Awaiting Shipment- This order is in our warehouse being picked as we speak.

c.       Complete- This order has shipped and should be trackable

d.      Cancelled- This order has been cancelled.

2.    If you have tracked your order and it shows as delivered but you still haven’t received it, click here to contact us.

 

Return an Order

To return an order, you do not need to contact us.  The packing slip you received with the order has everything you need.  If you have questions about the eligibility of your return, please click here for the return policy.  Note, we do not handle exchanges, if you wish for an exchange, kindly return the merchandise you wish to receive a credit for and order the new item.   We will be happy to issue you a free shipping code for the new item.  Please click here to request your code.   Please note customer service is open M-F from 9am to 6pm EST.  Submissions posted outside these hours will be addressed in the next business day.

1.    To return an order, please package your item(s) in a carrier approved polybag or carton (or use the one we sent you the order in) with a copy of the packing slip enclosed.  If you are only returning some of the items, kindly help us speed up processing by circling or otherwise indicating which items are contained.

2.    Remove the return address label located at the bottom of your packing slip and attach to your package.

a.       Don’t have the slip?  That’s fine, please return to Ecko Unltd. Returns, 700 Indian Springs Drive, Lancaster, PA 17601 and be sure to include your return address.  You MUST include the order # either in the box or on the label for us to properly credit the return.  

3.    Take the package to any approved carrier and send to us.  We recommend using a trackable method to ensure receipt on our end.

Your return will be processed within 48 hours (business days) of our receipt of your return shipment.  We will contact you if we have any questions about the return.

 

Contact A Store

Our customer service department can only assist you with online orders and issues.  If you have an issue with a store, you must contact the local store.  Click here for our store locator including contact phone numbers.

 

Contact Corporate

If you are a vendor or otherwise seeking a corporate contact, please send your correspondence in writing.

                Corporate Communications

                501 10th Avenue, 7th Floor

                New York, New York 10018

 

All Other Inquiries

If you did not find the answer to your question or concern, please click here to send us an email.  Please allow up to 48 hours for a response. Please note customer service is open M-F from 9am to 6pm EST.  Submissions posted outside these hours will be addressed in the next business day.

 

 

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