On this page ...
- Not Receiving a reply from us?
- Why can't I email you directly?
- Can't see the Contact Forms?
- When you view the cart page it is empty?
- Trying to find a particular product?
2. Some email providers are overactive in their attempts to protect their users from Spam.
Another problem is occasionally some people enter an invalid email address.
3. A good rule is, did you receive the auto-responder message after submitting the Contact Form (More on this below). If so then all should be OK, however please allow up to 5 days for a reply as there are times when we are busy and there is rarely anything that is that urgent. But usually we will answer much sooner than this. (We have to say this as if someone is not receiving our email they can get annoyed having to check and not see a reply from us, but we do suggest you fix your email or change providers. We can only do so much).
So some people do not receive our emails.
For such cases, we have an online WebPortal via which you can log-in and read our replies and respond to them. Or try a different email provider.
If you do not receive our auto-responder email to your message when submitting our contact forms you probably will also NOT receive any replies from us by email.
And then there are some that don't read our messages
Unfortunately also many people don't bother to read our messages and continue to post message after message wondering 'why don't they reply to me?'.
Some other Suggestions
- Check your junk mail folder!!!
- Gmail users also check the 'promotions' and 'social' folders.
- Contact your email provider and ask them why you are not receiving our emails.
- Consider at least opening an email account with another provider.
- Use our online WebPortal to read our replies.
- Please put @elvispresleyshop.com on your allowed and/or 'white' list if required.
There are a number of reasons ...
A Quick Overview
- e-mail can go 'missing'
- We do so many Pre-orders
- Smart Phones make it too easy!
- So many would not give us the required information
A Detailed Answer
1. Email can go missing and not arrive
Regular email sent to us could be blocked by any number of overactive Spam filters and not reach us and we would not know about it and neither would the customer sending to us. So the sender would be left wondering 'why don't they reply to me?' Not good. Indeed we discuss on this very page the problem of people not receiving our emails!!!!
Because so much of what we do is 'pre-order' the scope for people to want to ask for an 'order status' is HUGE. We can have 20+ different products on pre-order at any one-time and 200-500 individual orders easily. That is a lot of items and a lot of potential emails - and it is simply not necessary, particularly when we can use the 'Release Status' page.
Most releases don't have set dates
- Almost all items we sell do not have a guaranteed set release date
- The Release is far different to us actually having received the item
- It can take 2-3-4 weeks to receive from the manufacturer
- Then there is the time to pack and send orders
Most releases are not 'Normal Retail' Releases
Almost all the items we sell are not normal 'Retail' items. Unlike a Sony Music release where the release date is pretty much when WE have it in stock, for most items we sell that is FAR from the case. Along with this some releases don't even have a specific release date and very often releases are delayed. Even the Follow That Dream (FTD) Collectors label often does not release on the originally announced date (if there is one).
We don't usually know how long a new release will take to arrive to us
Some releases come by courier but most do not and thus there is no 'known' arrival time.
Why Does the 'Release Status' page say when we have an item in stock?
Simply too many people think that 'In Stock' means we 'should' have sent their order already since we have it. But what people often can't know is we might receive ten (10) new and different titles in at the same time and have possibly 200-500 orders to send out. That does not happen magically by itself, it is hard work, particularly when we pack well so items do not arrive damaged (unlike every other retailer we know). This cannot be rushed unless one wants a 'fresh fish special' effort.
We particularly don't need people asking for an order status at this time, we can't answer such emails and pack at the same time.
Lots of orders + we take time to pack well
As stated above, it takes a lot of time to pack and send orders properly, it does not happen magically by itself, it is hard work. We pack well so items do not arrive damaged (unlike every other retailer we know). This cannot be rushed.
Mail lodgment is not a simple 'stick a label on a box' anymore. We have to convert data from the shop and upload electronically to the postal database. This takes time.
Many people will not even read this page. They will not even read the Contact Page and if they don't receive our email will never work out why. Can you believe that? We think a big reason for this is the 'Information Overload' that the Internet gives us these days.
The same applies to us so we need to protect ourselves from it and not answer unnecessary emails that simply overload us. This frees us to do so many other things.
3. Smart Phones
Ironic as it may be, smart-phones make it all too easy to send an email asking for an 'order status' for a pre-ordered item. Unfortunatly all too often unnecessarily.
We understand being fans ourselves what it is like waiting sometimes and let's face it we can all be a little impatient to receive items. But this does not change the fact that we can't allow ourselves to be bogged down answering hundreds of emails that there is either no answer too or that can much more easily be answered via our 'Release Status' page.
We understand the importance of keeping you informed as much as possible thus we use the 'Release Status' page which covers every important detail.
So many would not give us the required information
So often far too many people would email us a message and not give us the information we need and we would have to go back in multiple emails to obtain this.
For the example below we will use the name John Citizen'.
'Hi can you please tell me when you will send my order?' - 'John' (and then the typical 'Sent from my iPhone' tag that many phones add.
Then we would reply and ask for the order number and the customer's full name.
Then typically a common occurrence with emails these days is if you ask multiple questions, people (almost everyone) answer only 1 of the questions.
So the answer might well be ...
Oh sorry it is 'John Citizen'.
So we then would have to reply again, 'what is the order number'?
Then once we get all that sorted out. (And even we get all the required information up front) we probably have to say something like 'We don't know').
An enormous amount of time spent here you see?
The Contact Forms solve these problems.
They also make sure people check the 'Release Status' page.
If you have a technical problem with the regular contact form you can log-in to our WebPortal HelpDesk directly to read our reply and or communicate with us.
Simply type the title in the search box found at the top of every shop page and you will find the item 100% of the time. It IS that GOOD. If you can't find something, please ask.
The quickest way to solve any technical problem is to change to another browser!!
And by this probably we mean downloading one you don't already have, however, simply using another has a good chance of solving the problem.
For a more permanent fix;
All shopping carts use 'cookies' to track the items you add to the cart and you need to let your browser accept these.
Also, you need to have a fairly up-to-date browser, so if you have not run an update for some time, try doing so, or resetting your browser as it may be corrupted.
Still need help?
Possibly there is a problem with the shop we need to fix. However to be able to know we need you to, obviously contact us, but then describe the problem you are having and at what point you are finding a problem including what you have tried to do to fix the problem. Remember we can't see your computer, so you need to give us as much information as you can.
We may need to ask you for more details ...
Sometimes in order to be able to understand the problem you are having we need to know some specific information.
We can't help you if you are unwilling to trust us and tell us the symptoms / what is going wrong.
So we might ask you to go to https://supportdetails.com/ and submit the for which will tell us about your operating system. Then we will BOTH receive an email with the info you can see on the web-page. From there we will be able to tell you what the problem is.