Policy Responses to COVID-19

Since the novel coronavirus 2019 broke out globally, Esoeye has paid sustained attention to the development of the epidemic. In this difficult time, the health and safety of you and our employees are the priorities we are concerned about.

To continue to fulfill customer needs and ensure safety, we have taken the following measures:

1. Our factory ensures continued safe and timely support to meet customers’ needs, is fully in compliance with public health authority suggestions and local government regulations, and practices strict disinfection processes as usual.

2. Collaborate with USPS, 4px, and many other world-renowned carriers, which continue to deliver to locations around the world, where local conditions and restrictions allow, following strict safety standards.

3. To guarantee the best customer experience, we updated our Return & Refund Policy by extending the return and after-sale warranty period from 7 days to 14 days. For items received within 14 days, unopened and in good condition with the original packing, if you don’t want them anymore, you can contact our customer service team and we’ll arrange return service as soon as possible. For quality problems (ripped, incomplete, shriveled, etc) found within the 14 days after-sale warranty, please contact us immediately and send us clear pictures of the defective item. We’ll replace it once we finish checking. For more details please check our Return & Refund Policy.

For shipping:
Due to limited transportation availability as a result of nationwide COVID-19 impacts, the package delivery times may be extended. we will send the order to the post office and they arrange the airline for you it may take 5-7 working days in this part.
Note: if your tracking number no updated over 30 days, we will resend your order or refund. Don't worry about it!

Some FAQ:
Q: I need to know approximately when will I receive this order?
A: It usually takes 10 - 20 days to arrive. Due to the COVID-19, it may have some delays now

Lost packages:
1. Lost by the logistics company:
If the logistics information hasn’t been updated for more than 60 days/ the logistic company claims the package is lost - we will resend the package to you for free or refund you the full price of the order.

2. Lost by the local post office:
If the package has been delivered by the proof profile. Please contact the local post office and ask for a lost proof and get back to us - we will reship the package to you for free or refund you the full price of the order.

3. Lost due to customers' reasons:
Incorrect address/No one pick it - Please contact us and we will handle it properly.

COVID-19 is a huge challenge for all the world, but Esoeye believes that we’ll defeat it with our joint effort. We appreciate your constant support and love, it means a lot to us. This time, we are still fighting side by side as always. Together, we’ll make a difference!

For any questions, consults, or return/refund demands, feel free to contact us through our email. contact@esoeye.com

Remember, Esoeye is always here with you. Sending hopes of health and safety to you all. ❤