Only non-personalized stock items are eligible for return. They must be returned within 60 days from the original purchase date. If your item is personalized it is not eligible for return but is covered by warranty. Returns are not typically accepted for customized items. We do want you to be happy with your product. For customized orders where errors were made due to the reasons listed below, we will remake the necessary corrections and reship your original order at no charge to you. Electronic products are not eligible for return or refund.
- The order was damaged or lost during shipping.
- Item includes a spelling error made by ESS.
- Item had a customization error made by ESS.
Note: If the customer made spelling mistake or selected incorrect options this disqualifies the product from being remade free of charge.
If you need to return an item, please contact us. We will need the order number, name, and email address in order to send the return form.
If you made a mistake on your order after we have already started production, we will create a support ticket for a reorder. We will need the order number, name, and email address in order to send the quote for the correct item. We will also need know what needs to be corrected for the new order.
If you received an item that does not match what is on your order form, please reach out to our customer service team, who will create a support ticket. We will need the order number, name and the email address. Our customer support team will reach back out to you to correct the order. We are sorry to hear that you did not receive the correct item for your order.