Frequently Asked Questions

I made a donation or purchase online and have not received any confirmation or receipt in my email?

Please check for email confirmation, receipt, or tribute notification in your Spam or Junk mail folder.

How long does it take to receive my Adopt An Elephant certificate and bio packet?

Please allow 3 days in-house for processing, plus delivery time. Packets are mailed USPS 1st Class with an estimated delivery time of 2-3 business days, depending on your location. Adopt An Elephant donations with an email provided should receive the electronic adoption certificate and bio (PDF) by email within 2-3 business days.

I am already a member and it is not time to renew my membership, so what do I need to click when making my online donation?

If you are a current Member but wish to make a one-time donation to The Sanctuary, please visit https://shop.elephants.com/give. To set up a monthly donation and become a Sustaining Donor, visit https://shop.elephants.com/sustain.

What does “go paperless” mean?

When you go paperless, all paper mail will cease, and you will only hear from The Elephant Sanctuary electronically. Selecting this option will mean you only receive digital versions of the Trunklines newsletter, Adopt An Elephant certificates/elephant bios, appeals, and receipts.

I have made purchases online previously, but I received a message that your Shop does not recognize my email?

Making a donation or purchase online does not automatically create an account in The Elephant Sanctuary Shop. You must create an account with a password to login, and then future purchases (including merchandise and donations) will be attributed to this account.

Why can I not update my credit card information online?

We do not store credit card information on this site. It is done in-house to reduce fees. If you need to update your credit card information, please contact Kathy at 931-796-6500 ext. 107 or by email at kathy@elephants.com. If you need to stop a recurring monthly donation, you will need to call or email Kathy to stop this donation as well. 

Why can I not see my total for my monthly donations?

We process all recurring monthly donations in-house to save on the credit card processing fees incurred in our Shop. If you would like to know your giving total, please call 931-796-6500 ext. 107 or email kathy@elephants.com.

How can I set up a monthly recurring donation using PayPal as my method of payment? 

Whereas you can make one-time/single donations via PayPal while logging in from our Shop, you must contact PayPal directly and set up recurring/monthly charges through PayPal to ensure recurring donations to The Elephant Sanctuary in Tennessee. Any changes to this monthly payment must also be made through PayPal, not The Elephant Sanctuary’s Donor Services. We apologize for the inconvenience.

When will I receive my receipts for my monthly donations for the year?

A receipt with the total monthly giving for the year will be mailed prior to January 31 for tax receipts. This full year’s total should not be confused with the monthly receipts you will receive via email (if you have an email address on file) each time your credit card is charged.

I have a question about my personal data privacy.

If you have any questions, concerns, requests, or comments about privacy, please review our privacy policy. You may also contact us by email, our toll-free telephone number, or by submitting a digital data request.

Email: privacy@elephants.com
Phone: (888) 229-9161
Data Request Form: www.elephants.com/data-requests


How do I track my package?

You will receive tracking information by email from Pitney Bowes.

How long does it take to receive my merchandise package?

Merchandise packages usually ship within 2-3 business days USPS priority mail, which includes a 1-3 business days delivery.

What if I ordered the wrong size or the item was damaged during shipping?

We will be glad to exchange items that were incorrect or damaged during shipping. Please call 931-796-6500 ext. 114 or email elephant@elephants.com.

I have tried to track my order online but it says “still processing”?

Tributes and receipts do not have a tracking number. Merchandise orders are the only packages that will have a tracking number, and you will receive a tracking number by email for these orders.

Can I request a refund on merchandise?

To request a refund on merchandise, items must be returned in new condition and clothing must not have been worn or washed. You may request a refund on merchandise (minus shipping charges) up to 60 days of the purchase by submitting your request to kaitlyn@elephants.com. Refunds shall be credited to the same credit card that was used for the original transaction, and you should receive an email confirmation from The Elephant Sanctuary when the refund has been made. Please allow 7-10 business days for the refund to appear on your credit card statement after the refund has been processed. 

Other Ways to Engage and Give

Do you accept matching donations from my company?

Maybe so! You can check here using Double Your Donation to learn if your company will match your gift to The Elephant Sanctuary. 

Do you accept stock donations?

Yes, we do! Please contact Lorenda Rochelle at 931-796-6500 ext. 105 or email lorenda@elephants.com to request a stock transfer form and learn about the process.

I am interested in leaving The Elephant Sanctuary in my will or estate. How do I do this?

Thanks very much for considering a planned gift! Lorenda Rochelle can coordinate this with you and/or your legal representative. Contact her at 931-796-6500 ext. 105 or lorenda@elephants.com. You can also learn more about our Shirley’s Legacy Society, and language for bequests, here.

How can I volunteer at The Elephant Sanctuary?

Please refer to www.elephants.com/volunteer.