MY ACCOUNT AND MY ELEMENT
How do I sign in?
If the user name and password you've used in the past is no longer working, you may need to create a new account. We apologize for the inconvenience. We recently gave our site an exciting new look and behind-the-scenes overhaul. We hope you like it!
Why is my personal information no longer in My Account?
We recently gave our site an exciting new look and behind-the-scenes overhaul. We hope you like it! If you created an account with us 9/19/19 or earlier, you will need to create a brand new account. Your new account will not have the information you had stored in your old account. We apologize for the inconvenience. However your new account will offer many new benefits like points for purchases, exclusive perks, and rewards. Please contact customer service if you need any assistance with your new account.
What is the My Element?
The My Element is our free loyalty program that offer points for all your purchases, rewards and benefits.
How do I join?
All you need to do is create an account. You will instantly receive 100 points just for joining.
What are the benefits?
Benefits include a $15 reward for every 200 points you earn and a variety of exclusive benefits.
How do I earn points?
You earn one point for every one dollar you spend. As soon as your My Element account holds 200 points, a reward will be created. You will receive an email advising you that a reward is available in your account. Alternatively, you can log into your My Account and your available rewards will be listed on the My Element Rewards page.
Do My Element rewards and benefits expire?
A $15 reward is valid for 60 days from the date it is issued. Additional My Element benefits like welcome, birthday and anniversary discounts are valid for 30 days from the date they are issued. You can view all of your available rewards and benefits on the My Element Rewards page of My Account.
What happens if I return an item?
If you received points when you purchased the item, then those points will be removed from your account when the return is processed. If no points were earned on the purchase of the item, then no points will be removed.
Where can I see my points, rewards and benefits?
You can view your points, rewards and benefits any time by logging in to your Account and visiting the My Element Rewards page.
My purchase doesn’t appear in my points balance, what should I do?
Points awarded for your purchases will appear in your account within 48 hours, as long as you logged in to your account in checkout. If you were not logged in, you will not receive points for your purchase.
What payment methods do you accept?
We accept PayPal, Visa, MasterCard, American Express and Discover.
When will I be charged?
Initially, your credit card will hold a pending authorization at the time of order submission however your card not be fully charged until your order has shipped. Most orders ship within two days of receiving your order. You will receive a shipping confirmation email once the order has shipped from our warehouse.
How do I redeem my gift card?
Please Contact Customer Service.
Is your site secure?
What are your shipping rates?
Please visit our Shipping Page for details.
When will my order ship?
Most orders ship within two days of receiving your order, excluding weekends or holidays. You will receive a shipping confirmation email once the order has shipped from our warehouse.
How can I track my order?
You will receive a shipping confirmation email once the order has shipped from our warehouse. It will contain information to track your order.
What if there’s a problem with my shipment?
Please Contact Customer Service.
How do I cancel an order?
Our system is designed to process and ship orders as quickly as possible. We are not able to modify or cancel an order once it has been placed. Please contact us if you require further assistance.
What is your return policy?
We'll gladly accept unworn, unwashed, or defective merchandise purchased on Elementbrand.com/en-ca/. For My Elements, return shipping labels are free if returned within 30 days. For all other guests, return shipping labels are $5.95 for any number of items. Please visit our Returns Page for details.
How do I return an item?
Please visit our Returns Page for instructions.
How do I exchange an item?
We are unable to offer exchanges at this time, however we do accept returns. We ask that you return the original merchandise for a refund and proceed to place a new order for the appropriate item. Please visit our Returns Page for to get started.
How do I use my VIP Card?
We've recently made things easier for you! If you are trying to redeem a VIP Card you received before Feburary 2019, go to the VIP Card site and enter your 7 digit code. PINs, which may appear on your card, are no longer required. If you need help with your card, please Contact Customer Service.