Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We understand that plans can change. If you need to cancel or update your order, please contact us as soon as possible at service@esspur.com.
Because orders are processed quickly to ensure timely delivery, changes may not always be possible once preparation has begun. That said, we’ll always do our best to help.
How can I track my order?
How can I track my order?
Once your order has shipped, you’ll receive an email with a tracking number.
This allows you to follow your package step by step until it arrives at your door. If you have any trouble locating your tracking details, feel free to reach out—we’re happy to assist.
What if there is a problem with my order?
What if there is a problem with my order?
We want you to feel completely confident with your purchase.
If something isn’t right—such as damage, missing items, or receiving the wrong product—we recommend contacting us within 3 days of delivery so we can resolve it quickly.
Our team will carefully review your case and make things right.
I didn't receive all off my order?
I didn't receive all off my order?
In some cases, items may be shipped separately to ensure safe handling and efficient delivery.
If part of your order hasn’t arrived yet, don’t worry—it’s likely still on the way. If you’re unsure, just contact us and we’ll check the status for you right away.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We want every piece you receive to feel right in your space.
Due to the nature of our products, we do not accept returns for non-defective items. This helps us maintain product quality and avoid damage during return shipping.
We always recommend reviewing product details carefully before placing your order, and we’re happy to answer any questions beforehand.
How do I initiate a return?
How do I initiate a return?
If your item arrives damaged, defective, or incorrect, please contact us within 3 days of delivery at service@esspur.com.
To help us assist you as quickly as possible, please include your order number along with clear photos of the item and packaging.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
If there is an issue with your order, we’ll always look for the best solution.
In many cases, this may include sending a replacement item instead of requiring a return. Simply reach out to us, and we’ll guide you through the next steps.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once your request is reviewed and approved, we’ll begin processing it as quickly as possible.
Refunds are issued to your original payment method and may take 5–10 business days to appear, depending on your provider.
Replacements are prioritized so you can receive your item without unnecessary delay.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
We know waiting isn’t easy, and we aim to make the process as smooth as possible.
Orders are processed within 1–5 business days, and delivery times typically are:
- United States: 12–20 business days
- Canada: 25–35 business days
- Other regions: 15–30 business days
You’ll receive tracking details as soon as your order ships.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, faster shipping options may be available for certain orders.
If you need your item sooner, please contact us before placing your order, and we’ll help you find the best available option.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t entered processing yet, we may be able to update your shipping details.
Please contact us as soon as possible, and we’ll do everything we can to assist.
Do you ship internationally?
Do you ship internationally?
Yes, we ship worldwide.
No matter where you are, we’ll do our best to deliver your order safely and reliably.
