Will my product come in its original packaging?
Most of our products will come in their original packaging. However, if the packaging is not in good condition or has been compromised, we will replace it with a brown box. This does not affect the condition of the actual product.
When will my order ship?
Your order will be processed by one of our fulfillment warehouses as soon as we receive it. We do our best to ship it out within 24-48 business hours of receiving the order. If you have any other questions, please do not hesitate to contact us by email at 1@eesells.com, or call us at 1-917-251-5958, 7 days a week from 9 AM to 9 PM EST.
What service level and carriers do you use for shipping?
We currently use the basic ground service as well as our own delivery through the following carriers: FedEx, UPS, & USPS,etc. You can check the shipping status and tracking number for your order once it is marked “Shipped”, in the “My Orders” area. You can then click on “Track Your Package” to be directed to the carrier’s tracking information site.
What can I do if my order is shipped but shows no movement?
Once your order ships, it will take the carrier 1-2 business days to show movement on the tracking information page. If there is no movement after 3 days, please contact us at 1-917-251-5958 or chat with us to conduct an investigation.
I have entered the wrong shipping address, can I change it?
Due to our efforts to reduce fraudulent activity, the system does not allow address changes. If your order has not shipped, we can attempt to cancel it so you can replace the order with the correct address. If the order has shipped, we can request it is returned to the shipper OR held at the closest carrier location for pickup with a valid ID.
My package shows it was delivered but I do not have it. What should I do?
Please contact us via phone at 1-917-251-5958, live chat on eesells.com, or email us at 1@eesells.com. We can conduct a carrier investigation with your consent, and we recommend that you also verify with neighboring homes or buildings if they might have accidentally received your package.
I urgently need an item. Can it be shipped overnight?
Yes you can, but please contact us personally for your order to be confirmed to ship by overnight service.
I placed a single order for multiple items. Why are they arriving on different days?
We do our best to ship as quickly and as efficiently as possible. Some items may be coming from different facilities and cannot be packed together or shipped out at the same time. You will receive tracking information for each package that is shipped.
My order has encountered a delivery exception and is now late. What do I do?
We apologize for any inconvenience. Some shipping exceptions due to weather, construction, accidents, or similar events cannot be controlled. Other exceptions can be caused by an incorrect address, or the recipient not being present during delivery. We recommend placing orders as early as possible to allow for normal shipping time, and to keep an eye on the tracking information provided so that an adult can be around to receive the delivery. Reach out to us as soon as possible if the shipping carrier requires any additional information.
I've received my order but I'd like to return it. Do I have to pay for shipping?
To return an order, please reach out to us as soon as possible. We will provide a prepaid UPS return label for orders within our 30-day return policy and 90-day technical warranty. Returns are shipped via standard UPS ground. If additional assistance is required, we can schedule a UPS pickup for your return.
Do you ship internationally?
Yes we do, and the shipping fee will show there before your check out all of your orders.
The product is no longer in the U.S. but I need to ship it back. Do you offer free international returns?
We only offer free return shipping from within the U.S. If a package is located outside the U.S. and needs to be returned, then the package must be arranged to be shipped back to the U.S. Once the package is returned to the U.S. you can use our prepaid shipping label to return the product to our warehouse. We do not reimburse customers for international return shipping costs.
I received an email that my package has shipped. I checked the tracking a few days later and there is no movement. What do I do?
We do bulk pickups from our shipping facilities each day. Every once in a while a package may be misplaced by the carrier. We suggest contacting us so we can contact the courier and submit a package trace. Usually, the package shows movement a short time later. If after 3 business days the package does not show movement we can issue a refund for you and a new order can be placed for the same product. If there is a difference in price we will price match your new order.
Why does my package require a freight shipment?
Some product shipping dimensions are too large in size and too heavy in weight to ship using regular shipping methods.
Packages over 150 lbs.
Packages larger than 165 inches in length and girth combined.
Packages larger than 108 inches in length.
These kinds of packages will require a freight shipment. Keep in mind that freight shipments may be delayed due to special shipping and handling for the package.
My package was delivered damaged. What do I do?
Sometimes a carrier may mishandle a package during transit. Should this happen to your package, please contact us immediately by sending us an email to 1@eesells.com or give us a call at 1-917-251-5958 to better assist you.