Frequently Asked Questions

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Shoutout and Earn

When you refer a friend to TheElephantPants, they’ll get 20% off on their first purchase. When they place an order and spend over $100, you’ll earn $20 in TheElephantPants wallet credit. It’s a win-win situation for everyone!

How to use the Referral Program?

When TheElephantPants got started over a decade ago, we quickly found that people loved our products and became loyal customers. As a token of appreciation and gratitude, we created a loyalty program called The Common Club so you can spend your money at TheElephantPants and get something back. Here’s the gist:

1. Free Registration

2. You will be entitled to 5% store credit points for every dollar you spend at TheElephantPants.

3. Credit is available to redeem 60 days after you make a purchase. This allows time for us to process any returns or exchanges.

4. You can use your credits at any time and in any amount. Just select the amount you want to spend when checking out.

5. If you have a rewards code that you've already generated and would like to use at checkout, you can enter the code by clicking on "The Common Club" pop-up in the lower left-hand corner of your screen during checkout.

6. Every 100 points equals $1.

Who can join The Common Club?

Anyone can join! 

What is The Common Club?

With the Common Club, you'll always be rewarded for shopping with us. Buy something and you'll get 5% credit back into your account. You can use this credit whenever you want. If your friend makes a purchase for $100, you'll get $20 in credit while your friend will get 20% off on their first purchase! It's a win-win situation.

How do I earn credit?

You earn 5% back in Common Club credit each time you spend money. Your points will be available to use 60 days after you purchase them. Please sign into your account to see how many points you've earned.

What happens if a friend I refer cancels or returns their order?

If your friend cancels or returns the orders the pending credit will be removed from your account.

Is there a limit to the amount of credit I can earn?

No limit to your credit you can earn as much as you want

Where to view my credit balance?

To view your balance, log in to your account. Your point balance is on every page and can be seen on the top bar on the left side. You can also sign in and navigate to check your balance.

How do I talk to someone to get some help?

One of our priorities is providing excellent customer service. That's why our office is open 7 days a week, 9-6 PST. Live chat or email us your questions at support@thelephantpants.com (replies within 24 hours).

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What is the password reset process?

If you need to change your password, the option is available below the sign in form. Or, you can reach out to support@thelephantpants.com and we'll change it for you. If you're unable to create a new password, check that you have an account with TheElephantPants. If not, please hit the sign up button.

How can I register / get rid of text messages?

You can sign up here to get text message alerts about sales, exclusive product releases and more: https://www.theelephantPants.com/signup. You can unsubscribe from our text messages anytime by responding with "STOP." You will not be unsubscribed from our email newsletter by doing so. To unsubscribe from our email newsletter, you need to click the unsubscribe button in the email.

What is the process for accessing my data at TheElephantPants?

We'd love to see your results! Requesting that data will allow you to see exactly what you've accomplished.

How do I deactivate my account?

While we'd like to keep you with us as a loyal customer, TheElephantPants strives to respect your privacy at all costs. That's why we give you control over the personal data you generate while using our platform. You can request access to it or have it deleted from our servers here.

What is the best way to unsubscribe from email newsletters?

To unsubscribe from our email newsletter, you need to click the unsubscribe button in the email.

How do I subscribe my TheElephantPants account?

Once you submit your first order, we'll send an email inviting you to create your account. Follow the steps provided to assign a password to your email address and a new account will be set up for you. That's where you can store all of your shipping and billing information for quicker checkout in the future, as well as size preferences, email preferences, a Common Club credit balance, and more. If you can't sign-in to your account, but think that one exists, there are two possible scenarios: either you haven't created an account or there's been some kind of technical error preventing it from being set up - don't worry! Let us know and we'll send you an account invitation or you can register for an account here.

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Is Customization possible with TheElephantPants?

No customization is not possible because all our clothes are exclusively imported from Thailand

When will my order be processed?

We process all the orders quickly in a business day to ship from the warehouse. Then it will just take 2 business days to reach you. We would like to keep you informed that the warehouse will be closed on weekends and national holidays.

Where Is My Order?

If you have any questions about the status of your order, click the link in your order confirmation email or your shipping confirmation email. From there, you can see your tracking number and current order status. You'll also be able to see more detailed information about your order from the carrier by clicking on the tracking number.

Don't forget to sign up for text alerts about your order. To do this, navigate to your order confirmation page and click on the button that says "Get Shipping Updates by Text." 

You can also track your orders at any time by signing in to your account and going to "My Orders."

Is it possible to make changes to an order after it's been submitted?

When you need to make a simple change, like adjust your shipping address or request a different size, please reach out to us on live chat or hello@taylorstitch.com. We'll work on your request and confirm it with you within 24 hours.

How is the shipment process done?

We will ship in-stock items within two business days after it has been processed from the warehouse and notify you via email when they ship. Once you receive your tracking number, you should expect your package within two business days.

Shipping is free on all orders above $60.

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How am I eligible for the gifts?

1.When you purchase 2 pants from our store we will give you a free pocket purse gift.

2.When buy over 60usd we will gift you free shipping on your order.

3.When you buy 4 items or more we will gift another one free.

 Does your company offer discounts for bulk orders?

Yes we do offer bulk and wholesale orders. You will need to send an email to our support team support@thelephantpants.com asking them to send you the catalog that you would like to choose from and then you can make your purchase. 

Can I use a coupon on my purchase?

You are only allowed to use one discount code per order, unless otherwise noted. You can enter your code in the text box that says "Gift card or discount code" on the right side of the page, on the first page of checkout.

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What is the status of my return and refund?

For the status of your return, please find your return tracking number that is available in your email inbox.

Your refund will be processed and back in your account as soon as possible, typically within a few days. To determine the credit card refund process for your order, a representative will contact you with all the details.

When will my refund appear?

It usually takes 1-3 business days for us to process a return once it is delivered to us. Once we’ve refunded your original payment, any refunds will take up to 7 business days to show on your bank account.

What is the store's "exchange/return" policy?

It typically takes us about two weeks from the time of your request to ship it back out. Just click on to the login button to start the process. Click the link in either your shipping or delivery confirmation emails, to begin with. If the item sent is back within the domestic US, we will receive it typically within 3-7 business days.

We need to process your return within up to 7 business days of receiving it. Once we receive the returned item and process the request, you will receive an Instant Refund (TheElephantPant store credit), which can be used immediately. If you decide not to use that credit amount, your original payment method will be refunded once we've delivered the item back to our warehouse.

As soon as you complete your exchange request, you'll receive an order confirmation for your new replacement order. It will begin shipping within 1-2 business days, so make sure to pack up the return quickly! You don't have to wait for us to receive the returned merchandise before sending out your exchange!

Please note: We only accept unworn, unwashed, unaltered or free of stains or odors with their original tags for return or exchange.

If an exchange or Instant Refund credit is granted, you will be charged if your return doesn't meet the standards for these programs.

What is the process for a domestic return?

You are eligible for a return or an exchange! Here's how to do it: 

1. Begin by clicking the returns page and enter your order number and contact information. You will then be redirected to our returns portal.

2. Select the item(s) you like to Return or Exchange. 

3. Complete the return steps, selecting whether you would like, for example, an Exchange for another size or a Refund in the form of either a Gift Card or Credit on your original payment method. Read through the instructions given with each return option before making a decision.

When you're ready to ship your return, four easy steps: 

Check the box next to the item you want to return. 

Select your preferred shipping method and enter in your preferred email address and mailing address for delivery. 

Click "Ship". 

Print your pre-paid USPS label or generate a QR code and then email it to us along with the order number from your original payment notification. Once we receive it, we'll refund your original payment source. 

To process a return, sign in to your account and access the 'My Orders' tab. Please select the order you'd like to return an item from and click 'Return Item'. Follow other instructions to complete the order. If you're requesting an exchange for another size or want a refund, make sure to use our pre-paid USPS label when sending it back. Read the instructions given during the ordering process! It will give you all of the information necessary to process your return.

Once the item has been delivered, we'll refund your original method of payment. We'll process your refund within 1 to 3 business days and once it's received by your bank, you should see the amount show up on your statement.

Please note: You have 21 days from the time we deliver an item to start a return. Items must be unworn, unwashed, unaltered, and free from stains and odors with all tags still attached to be eligible for return or exchange.

What are the steps for a gift return?

The return process for TEP orders is pretty straightforward! All you have to do is click here to get started. Enter your order number and then choose the zip code, email address, or phone from the packing slip. Be sure to go through the steps until you get your shipping label. Here are a few helpful pointers: Make sure to read them before starting the return process because it will help you know what to keep in mind when sending the item back. When making a return on an order, you can receive an exchange or a refund.

If you find yourself needing to return an item, you can get a full refund by providing us with an Instant Refund credit (a TS online gift card) valued at the amount of your purchase. Please note that this credit is only available with items that have been unworn, unwashed, unaltered, and free or stain and odours with original tags

Follow these steps in order to return your unwanted or defective items: 

1. To begin, simply click on the returns page and give your email address. Then click the link sent via email, and fill out the requested fields. 

2. Click 'Return Item'. Upon completing the return steps, you will receive your tracking ID and shipping information. 

3. You have the option of exchanging for another size or receiving a refund at no cost to you*. 

4. Read the instructions that come up when completing the return steps (including how to ship your item back) and make sure you've addressed all important topics so we can process your request as soon as possible! *Some exceptions apply.

5. Once the item has been delivered, we'll refund your original method of payment.

Returns/exchanges from your account:

1. Sign in to your account, and in the "my orders" tab, select the item to be returned.

2. From your account, click 'Return Item' for the item(s) you wish to send back. 

3. We'll send along your return shipping label and let you know about any refund or exchange policies for the item. Before sending your garment in, please also click for more information on the coming process.

4. We're sorry to hear you want to return your item but we hope that you'll find the information below helpful. It'll tell you what you'll need to know in order to send your item back. Once it does, you'll be refunded immediately to your original payment method. But here's something for your patience. If you make a return for a refund, you'll receive an Instant Refund credit (a TEP online gift card), which is equivalent to the amount of purchase.

5. You can use this credit to make a new purchase immediately, and if you don't want to spend it, we'll refund the original payment once your items are returned, as long as they meet certain eligibility requirements. For example, there is a 21-day limit on items that have been unworn, unwashed, unaltered, are free of stains and odors, and that have their original tags affixed will be eligible for return or exchange.