Contact information
Contact Information
Published in compliance with FTC disclosure requirements for online sellers and the Virginia Consumer Protection Act (Va. Code § 59.1-196 et seq.).
1. The Business Behind the Store
- Brand: Elrak
- Owner: Kara Joy Ortriz, sole proprietor
- Business address: 19 Bender Court, Portsmouth, VA 23702, United States
- Website: elrakus.com
- Email: info@elrakus.com
- Business activity: online retail of travel bags and backpacks
Elrak is a trading name, not a separate company. The owner named above is personally answerable for the business, which is worth knowing when you are deciding who you are buying from.
2. How to Reach Us
One address handles everything, whether it is a question about capacity and carry-on dimensions, an order that has not moved, a return, or a complaint:
info@elrakus.com
Every message is answered within 2 business days. Put your order number in the first email and you will usually save yourself an entire round trip.
The contact form at elrakus.com reaches the same inbox. Include your name, email, order number where you have one, and enough detail that we can look into it without writing back for basics.
3. Why There Is No Phone Number
Elrak runs support in writing only. Every request keeps its own written record, nothing depends on who happened to answer the call, and you hold proof of whatever was agreed. For a small business, that is the honest way to stay accountable rather than a way to keep customers at arm's length.
4. Hours
- Monday to Friday: 9:00 AM to 6:00 PM, Eastern Time
- Weekends and US public holidays: closed
Messages arriving outside those hours are picked up on the next business day, in the order received.
5. Formal Complaints
If ordinary support has not resolved things, escalate by emailing info@elrakus.com with "Formal Complaint" as the subject. Set out what happened, your order number, the dates, and what outcome would settle it.
We acknowledge within 2 business days and reach a final answer within 30 calendar days at the very latest. If a review needs longer than that, we will say so and give you a date rather than let it drift.
6. Going Outside Elrak
You can escalate beyond us at any stage. You do not need our permission and it does not affect how we handle your case:
- Virginia Office of the Attorney General, Consumer Protection Section — oag.state.va.us or 1-800-552-9963.
- Federal Trade Commission — reportfraud.ftc.gov.
- Your own state's consumer protection office, if you live outside Virginia.
7. Privacy and Data Requests
To see what we hold about you, correct it, or have it deleted, email info@elrakus.com with "Privacy Request" as the subject, naming the right you wish to exercise.
Virginia residents hold these rights under the Virginia Consumer Data Protection Act. We answer within 45 days and apply that same standard to customers in every state. The Privacy Policy sets out the detail.