Contact Us

 
Thank you for choosing Jerrald Elliott LLC, your Texas-based destination for luxury home and personal care essentials. We are committed to providing attentive, timely, and personalized customer service for all your questions, concerns, feedback, or requests related to our Site, products, orders, or policies. Our customer service team is based in Waco, Texas, and we strive to resolve all inquiries as quickly as possible—with the care and integrity that defines our Texas small business.
 

1. Official Contact Channels

 
We offer two primary contact channels for all inquiries—email is our preferred method for the fastest response (we do not offer phone support at this time, allowing us to provide detailed, written responses to all questions). All communications are answered in the order they are received, during our Texas business hours (Section 4 below).
 

1.1 Email Support (Fastest Response – Preferred Method)

 
  • Email Address: service@jerraldllc.com
  • Standard Response Time: 24–48 business hours (Monday–Friday, Texas time).
  • Urgent Inquiries: For time-sensitive issues (e.g., damaged shipments, order cancellations, missing tracking numbers), include the word URGENT in the email subject line—these inquiries are prioritized by our team and answered within 12 business hours.
  • Subject Line Tip: Always include your order number (if applicable) in the subject line (e.g., URGENT – Damaged FELDSPAR Jug – Order #12345) to help us resolve your issue quickly and efficiently.
 

1.2 Mailing Address (Physical Mail/Correspondence/Authorized Returns)

 
For written inquiries, official correspondence, or authorized returns (with valid RA number only):
 
Jerrald Elliott LLC
 
4200 N 19th St
 
Waco, TX 76708
 
United States
 
Return Mail: All returns must include a valid RA number (see our Return & Refund Policy) and be addressed to the Returns Department (with your RA number) to avoid rejection.
 
Correspondence Response Time: 3–5 business days after receipt of your physical mail (we process all written correspondence weekly).
 

2. Inquiries We Assist With

 
Our customer service team is available to help with all matters related to your luxury shopping experience with Jerrald Elliott LLC, including (but not limited to):
 
  • Order status, tracking updates, and delivery estimates.
  • Return, refund, and Return Authorization (RA) number requests (per our Return & Refund Policy).
  • Damaged, lost, or stolen shipment claims (per our Shipping Policy—we provide full carrier claim support).
  • Product information (specifications, ingredients, care instructions, availability, and backorder status).
  • Billing and payment issues (e.g., declined payments, duplicate charges, refund status).
  • Privacy policy and personal information requests (per our Privacy Policy—access, correction, deletion).
  • Site functionality and technical support (e.g., checkout issues, account login problems, saved address updates).
  • Luxury gift guide and product recommendation requests (for home, personal care, and gifting occasions).
  • Feedback, suggestions, and complaints (we value your input and use it to improve our products and services).
  • Shipping policy questions (e.g., free shipping eligibility, fragile surcharges, Alaska/Hawaii shipping).
 

3. Tips for Faster Assistance

 
To help us resolve your inquiry as quickly and efficiently as possible, please include the following required information in your communication (when applicable)—incomplete inquiries will be delayed while we request additional details:
 
  • Your full legal name and the email address/phone number used to place your order (matches our order records).
  • Your valid order number (found in your order confirmation and shipping confirmation emails—critical for order-related inquiries).
  • Clear, specific details of your issue (e.g., “COMMUNE Body Wash Duo arrived leaking—Order #12345” or “Tracking number not updating for Order #12345”).
  • High-resolution photos (for damaged/defective/incorrect products, shipping issues, or packaging damage)—photos speed up the claim/return process significantly and eliminate the need for follow-up questions.
  • A specific request (e.g., “I would like a full refund for the damaged product” or “I need to request an RA number for an unopened personal care product”).
 
Before Contacting Us: Please review our full Policies (Terms of Service, Privacy Policy, Shipping Policy, Return & Refund Policy)—many common questions are answered in these documents, saving you time and allowing us to focus on complex inquiries.
 

4. Business Hours (Texas Central Time – CT)

 
Our customer service team is available during the following business hours (Texas Central Time, CT)—we are closed on weekends and holidays to ensure our team can rest and provide the best possible service during business hours:
 
  • Monday–Friday: 9:00 AM – 6:00 PM CT (Waco, Texas time)
  • Weekends (Saturday–Sunday): Closed
  • U.S. Federal Holidays & Texas State Holidays: Closed (including Texas Independence Day, Thanksgiving, Christmas, New Year’s Day)
 
Inquiries received outside of our business hours (weekends/holidays) are processed on the next business day (e.g., a Saturday inquiry is processed on Monday).
 

5. Updates to Contact Information

 
If our contact information (email address, mailing address) changes at any time, we will update this Contact Us page with a revised “Last Updated” date—this page is the only official source for our current contact details. We never share our contact information via social media or third-party sites, and we encourage you to review this page periodically for the latest information.