If you have registered an account with us, you can check the status of an ordered item in the “My Orders" menu. If you have not registered, you can visit the Order Tracking page to get your shipping status. If you still have questions, you can contact Support to our customer support team.

All orders are processed within 1-3 business days.

You will receive a shipping notification email once your order has shipped. You can track the shipment using the link in the notification, check the order history on the website for shipment details, or click here to track your order.

If you haven’t received a shipping notification within 3 business days of placing an order, it may be due to one of the following reasons:

1. The email may have been sent to your spam folder.

2. The product you purchased is temporarily out of stock or has just sold out. In this case, your order will be processed from another warehouse.

Shipping times typically do not exceed 10 business days. If you have any questions, you can always reach us at here.

1. Shipping Details:

• For Australia, Canada, Japan, the United States, and Western Europe, orders are typically shipped from local or regional hub warehouses, with an estimated delivery time of 3–7 business days.(Note: If an item is out of stock locally, it will be shipped from overseas, with an estimated delivery time of 7–15 business days.)
• For all other countries and regions, orders are shipped from overseas warehouses, with an estimated delivery time of 10–25 business days.

For detailed shipping cost information, please visit this page.

2. Import Fees:The recipient is responsible for any applicable import taxes, customs duties, or fees, which vary depending on local regulations.

Automatically Applied at Checkout

If discount codes are available in your account, the best available code will be automatically applied at checkout. This ensures you get the highest possible discount without needing to select it manually. For example, if you have multiple coupons, the one that saves you the most on your order will be selected automatically.

Manual Selection

On the checkout page, you’ll find a section for discount codes. Here, you can see all the coupons that apply to your order. If you'd like to use a specific coupon instead of the automatically applied one, simply select it. This gives you the flexibility to choose the code that best suits your needs.

Using Specific Discount Codes

If you’ve received a discount code via email or other promotional channels, you can enter it at checkout:

Shopping Cart Page: Enter the code in the designated field and click ‘Apply Coupon’, then proceed to checkout.

Checkout Page: Look for ‘Click here to enter your code’ at the top of the page. After entering the code, click ‘Apply Coupon’. Don’t forget to click ‘Place Order’ to complete your purchase and enjoy your discount.

Note: You can only use one discount code or coupon per order.

If you have any further questions about using your discount, please don’t hesitate to contact us at Customer Support.

To become an ESR authorized reseller, fill out the form on our partnership page here.

You can also email sales@esrgear.com with your company details, sales channels, and expected monthly purchases. An ESR account manager will contact you within one business day (excluding holidays).

No, you can purchase items from our website without creating an account.

However, we highly recommend that you create an ESR Super User account to enjoy the following benefits:

1. You can set a default shipping/billing address that will be automatically used for every purchase, saving you time and hassle.

2. You can check the current status of your orders at any time simply by logging into your account.

3. You can enjoy all the Super User benefits, including an upgraded 24-month warranty, Super User points for rewards, and more. Visit our Super User page here to see all the benefits.

We are working on offering even more exclusive benefits for our Super Users in the future!

We process and ship orders between Monday and Friday (GMT + 8). Orders placed on Friday night, Saturday, Sunday, major holidays, and/or during company closures will not be processed until the following business day.

Estimated time to ship:

For products in stock, your order will be processed and shipped in 1-3 business days.

*If a product you ordered is out of stock, we will inform you by email. To ensure that we can get in touch with you, please add globalsupport@esrgear.com to your email whitelist.

We process and ship orders between Monday and Friday (GMT + 8). Orders placed on Friday night, Saturday, Sunday, major holidays, and/or during company closures will not be processed until the following business day.

Estimated time to ship:

For products in stock, your order will be processed and shipped in 1-3 business days.

*If a product you ordered is out of stock, we will inform you by email. To ensure that we can get in touch with you, please add globalsupport@esrgear.com to your email whitelist.

Once you receive a shipping confirmation email, your order has been processed and shipped. If the tracking information isn’t updating, it could be due to one of the following reasons:

● Processing Delay: The package may be in transit but hasn’t been scanned or processed by the postal service yet. Allow a few days for updates, or contact your local post office with the tracking number for more details.

● Transit Time: The package could still be en route to the destination country, especially for international orders.

● Customs Clearance: If the package has reached your country, it may be undergoing customs inspection. Tracking updates will resume once customs clears the package.

● Local Logistics Delay: The local logistics provider may not have processed the package yet after receiving it.

● Potential Loss in Transit: If there’s no update for over two weeks, the package may have been lost during transit.

If you’re unsure about your order’s status, please contact our after-sales support team here for assistance. We’re here to help!

Once the product is en route, the shipping destination cannot be changed.  However, if the order has not yet shipped and you have an account, you can cancel the order and place it again with the updated shipping details. If you do not have an account, you can create one here and your order will automatic associated with it.

Note：If the a package is lost during shipping because you entered an incorrect address, ESR will not replace the order or issue a refund.

1. Check for Errors

Ensure the code was entered correctly. Typos or extra spaces can prevent the code from working.

2. Expired or Already Used

Discount codes often have an expiration date or a limited number of uses. If you’ve used the code before, or if it has passed its validity period, it will no longer be accepted. For example, a code valid only for one week may not work after a month.

3. Code Not Applicable to Your Order

Some discount codes are only valid for specific products, categories, or order amounts. If your order doesn’t meet the requirements of the code, it won’t be applied. For instance, a code may only be valid for a specific brand, and won’t work for items from another brand.

4. System Error

In rare cases, technical issues may prevent the discount code from being applied. This could be due to server issues or software bugs. If you encounter this, please contact our support team at Customer Support, and we’ll help resolve the issue promptly.

After becoming an authorized ESR partner, you can enjoy the following benefits:

1. Be one of the first to provide your market new accessories for new Apple/Samsung devices.

2. Be able to purchase thousands of innovative ESR products in bulk.

3. Receive a margin-guaranteed price list and quickly grow your sales volume/margins.

4. Receive high-quality online marketing content, such as HD pictures/videos, and offline materials, such as flyers, endcaps, and catalogs.

5. Get a generous credit line if approved.

If you haven’t heard back from our Customer Support Team within one business day, it’s possible our response didn’t reach your inbox. Below are some common reasons this might happen, along with steps you can take to resolve the issue:
Possible Reasons
Spam or Junk Folder Filtering: Our response may have been automatically filtered into your spam or junk folder.

Incorrect Email Address: There may have been a typo in the email address you provided, which prevented our reply from being delivered.
Blocked Messages: Your email settings or provider may be blocking messages from our support team.
Full Inbox: If your inbox is full, it might not be able to receive new emails, including ours.
What You Can Do

Check Your Spam/Junk Folders: Look in these folders to see if our reply was mistakenly filtered there.
Confirm Your Email Address: Make sure the email you used to contact us was correct. If you suspect an error, please resend your inquiry using the correct address.
Allow Our Email Address: Add support@esrtech.com to your safe sender list or contacts to ensure our messages get through. You can also send follow-ups directly to this address.
Clean Up Your Inbox: Delete old or unnecessary emails to make room for new messages.
Send a Follow-Up: If it’s been more than one business day and you still haven’t received a response, feel free to send us a follow-up email. We’ll make it a priority to get back to you promptly.

ESR currently ships to the following countries and regions:

Americas: Canada, Mexico, United States

Africa and the Middle East:  Jordan, Oman, Qatar, Saudi Arabia, United Arab Emirates

Australia, Asia, and Pacific: Australia, Bahrain, Indonesia, Japan, South Korea, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand, Turkey, Vietnam

Europe: Austria, Belgium, Bulgaria, Croatia, Czech Republic (Czechia), Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom

Some remote areas such as military bases, or overseas territories may not be reachable due to logistical constraints. Suppose you can't find your country in the country selection option located in the upper right corner of our website. In that case, it means that, for the time being, we do not have any partnering logistics providers that can deliver to your country.

In the future, we will continuously take into account the needs of our customers and provide feedback to relevant departments for evaluation. Based on this, we will consider adding new countries to our delivery scope.

When your order is shipped, you will receive an email with an order number. An estimated delivery time is usually written on a product’s listing page.

Please note that the estimated delivery time is an estimate, not a guarantee. While we make every effort to meet the target dates, shipping/delivery may be delayed by a number of factors, such as production issues. If the delay is significant, we will contact you via email. We will provide you with an updated shipping date and give you the choice of either waiting for or canceling your order.

Below are some possible reasons that could affect or delay the shipping of your order:

1. All orders require a processing time of 1-3 business days for packaging and quality control before they are shipped.

2. Delivery times may vary depending on your location and the shipping method. If your order is shipped from our central warehouse, delivery times may be delayed due to customs clearance.

3. Weather conditions, natural disasters, and other uncontrollable factors may cause a delay in delivery times.

Becoming an ESR Super User comes with a variety of benefits that vary depending on the tier you achieve. Each tier offers unique advantages and rewards designed to enhance your experience and engagement with ESR. You can explore the detailed benefits for each tier on the Super User Tiers & Benefits page https://www.esrtech.com/pages/be-esrtech-superuser

We offer several types of discounts on our website:

Subscriber Discounts

Discounts for customers who subscribe to our mailing list.

Promotional Discounts

Special discounts during holidays, product releases, or special promotions.

Bulk Purchasing Discounts

If you're purchasing in bulk, please contact us with the details (quantity, product, and product link) for a customized discount evaluation. Our team will provide you with an exclusive discount code based on your order.

The availability, amount, and method of applying these discounts may vary depending on the promotion. Here are some examples:

VIP Discounts and Student Discounts are available year-round with fixed rates. Please refer to the relevant FAQ section for details on how to qualify.

Promotional Discounts, Flash Sales, and Gift Card Discounts vary by activity. Each promotion typically has a dedicated page outlining the discount details and duration, which can be accessed through the homepage of our website.

After payment confirmation, orders will typically ship within 48 hours, provided all products are in stock. Your ESR account manager will keep you informed about the shipping details.

We accept the following payment methods:

Cards: Visa, Mastercard, or American Express

PayPal: For PayPal inquiries, please contact PayPal directly at 1-888-221-1161 (US) or 1-402-935-2050 (calling from outside the US).

There are a few reasons for this:

1. Your package has just been shipped, but the carrier has not yet updated the tracking details.

2. Your package has been picked up by the carrier but has not yet been processed.

*Look for “Your ESR Order” in the inbox of the email you used for this order. The date your order was shipped is included in this email. If the tracking information has not been updated for more than 3 business days after the shipment date or you can’t locate the email, please contact our customer support team.

3. The item you purchased is out of stock in your local warehouse and is being shipped from a warehouse overseas. It has not yet reached your country/state and you will need to switch to an overseas carrier mentioned in your shipping email (please refer to the picture below).

To  cancel your subscription:

1、Open any email from us and scroll to the bottom. You will see an Unsubscribe button. Click it.

2、Enter the email address you used to subscribe.

3、Click the Unsubscribe button to confirm.

To rejoin the mailing list:

1、Visit the ESR official website and scroll to the bottom of the homepage.

2、Locate the Get 10% OFF Your First Order button in the lower right corner.

3、Enter the email address you wish to use for the subscription.

4、Click the Sign Me Up button to finish.

If you encounter any issues or need further assistance, we’re here to help.

After registering as an ESR reseller, you will receive an Excel order form with product details and prices.

You can complete the form and email it to your ESR account manager. Your account manager will reply to you to confirm the order details.

Create a Student Beans account and verify your student status to get the 20% off student coupon.

Create a Student Beans account

No, you can purchase items from our website without creating an account.

However, we highly recommend that you create an ESR Super User account to enjoy the following benefits:

1. You can set a default shipping/billing address that will be automatically used for every purchase, saving you time and hassle.

2. You can check the current status of your order at any time simply by logging into your account.

3. You can enjoy all the Super User benefits, including an upgraded 24-month warranty, Super User points for rewards, and more. Visit our Super User page here to see all the benefits.

We are working on offering even more exclusive benefits for our Super Users in the future!

A few reasons a transaction may have failed include:

• A problem with the credit card.

• Your online payment gateway settings.

• Incorrect card details provided during payment.

Here is a list of actions you could take should the transaction fail:

• Make sure that your debit/credit card details are correct when making a purchase.

• Try using an alternative card or payment method such as PayPal if possible.

• Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having.

If you are still having transaction problems, please contact us with the details of the error message.

The order tracking database contains multiple carriers, and tracking numbers may not be automatically assigned to a carrier. Therefore, you must manually select a carrier.

To select a carrier, first click on “Select Carrier,” then enter the carrier in the search field, and click on the icon that appears to view your tracking details.

We accept order payments via bank transfer and PayPal.

We do not collect or store your credit card details. All payments are handled by either PayPal or your credit card provider, based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to PayPal’s secure site. Your credit card details are never accessible to us.

If your package is marked as delivered but hasn’t arrived, here are a few steps to help locate it:

Verify the Shipping Address: Double-check that the address provided during checkout is correct.

Search Nearby: Look around your property, including hidden spots like behind fences or in garages.

Check with Neighbors or Family: The package may have been delivered to a neighbor or received by someone in your household.

Allow Extra Time: Occasionally, packages may be marked as delivered before they actually arrive.

If you’re still unable to locate your package, please contact our support team here, and we’ll work with you to find a solution.

You may not be able to log into your account because of one or more of the following reasons:

1. You may only have joined our mailing list and not created an account. To create an account, click here.    

2. You may not have activated your account. After creating an account, you will receive an activation email. Be sure to check your email and click the link in the activation email to activate your account.

3. You may have entered your password incorrectly. Please click the ’Forgot your password?‘ button to reset your password.

4. You may have previously logged in via social media. Click here to create a direct account.

Yes. If you choose the “ship-to-door” service, we will ship your order to your country via a third-party shipping company.

We usually use DHL or FedEx unless you have another delivery company you’d prefer.

Please note that DHL or FedEx may contact you for customs-related issues.

If you believe your package is lost or missing, please contact our support team as soon as possible. We’ll initiate a full investigation and determine the next steps. Once we gather all necessary information, it typically takes 1–3 business days to process your case. Rest assured, we’ll do our best to resolve the issue quickly.

ESR provides its partners with a limited lifetime warranty for all protection products (cases and screen protectors) and a 1-year warranty for all other product categories.

We understand the importance of a hassle-free process, so we will issue a credit note for any product returns due to manufacturer defects. You will not need to send the returned items back to us. Just provide us with a few pictures of the returned item.

If you’ve received an incorrect or damaged product, please contact us here. Our team will promptly assist you in resolving the issue.

We typically ship orders within 3 days after you place them.If you haven't received a shipping email notification within this time frame, it's possible that what you ordered is currently out of stock, but don't forget to check in your spam folder. We'll be sending it as soon as it's back in stock. Thank you for your patience.

If your order has not been shipped yet, please submit a ticket to our customer support team and they will help you change the contents of your order.

If your order has already been shipped out, we will unfortunately not be able to change its contents.

If you ordered the wrong thing by mistake, there are 2 possible solutions:

1.You can place a new order on our website for the product you actually wanted. You can then return the incorrect product to us at a later date for a refund. We will only be able to issue the refund once we receive the original item. This is typically the fastest way to receive the correct product.

2.You can wait for the incorrect order to arrive and send it back to us. We will contact you when we receive it. Please note that we will only be able to send the new product after receiving the original item.

If you'd like to return or exchange an item, please submit a ticket to our customer support team.

*Please note that we will be unable to cover any shipping fees incurred from this process.

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If your order has not been shipped yet, you can cancel your order and reorder again.

If your order has already been shipped out, we will unfortunately not be able to change its contents.

If you ordered the wrong thing by mistake, there are 2 possible solutions:

1.You can place a new order on our website for the product you actually wanted. You can then return the incorrect product to us at a later date for a refund. We will only be able to issue the refund once we receive the original item. This is typically the fastest way to receive the correct product.

2.You can wait for the incorrect order to arrive and send it back to us. We will contact you when we receive it. Please note that we will only be able to send the new product after receiving the original item.

If you'd like to return or exchange an item, please submit a ticket here to our customer support team.

*Please note that we will be unable to cover any shipping fees incurred from this process.

If you have registered an account with us, you can check the status of an ordered item under My Orders after logging in.

If you have not registered, you can visit the Order Tracking page to view shipping status. If you still have questions, you can reach us at Contact Support

Due to system limitations, orders from our old website are not visible on the new platform. However, our customer support team is happy to assist! Simply reach out with your order details, and we’ll help you retrieve the information you need.

All orders placed on our previous website will be processed and shipped as usual, with no delays. Rest assured, your order is being handled with care and remains covered by our warranty.

Order Confirmation Email:

After placing your order, you should receive a confirmation email from us. Your order number will be displayed at the top or within the order details section.

User Center:

If you have an account, log in to your User Center on our website. Navigate to My Orders to find the order number associated with your purchases.

If you have an account with us, simply log in to our website and cancel your order under My Orders.

If you don't have an account, you can register here, and your order will automatically be linked to your account.

Please note: Orders can only be canceled before they have been shipped. Once an order has been dispatched, cancellation is no longer possible.

ESR only charges the product cost and applicable shipping fees. Any additional fees are typically imposed by third parties, such as:

Cross-border transaction fees: Charged by your bank or card network (usually 1%–3% of the transaction amount) for international purchases.

Currency conversion fees: Applied if the transaction currency differs from your card’s billing currency.

For more details about these fees, please contact your card-issuing bank directly.

No, we do not collect or store your credit card information. All payments are securely processed through trusted third-party providers like PayPal or your card issuer. During checkout, you’ll be redirected to their secure platforms to complete your payment, ensuring your card details are never accessible to us.

There are a few common reasons why a transaction might fail:

- Insufficient funds or an issue with your credit/debit card.

- Incorrect card details entered during checkout.

- Payment gateway settings or restrictions.

Here’s what you can do if your transaction fails:

- Double-check that your card details are entered correctly.

- Try using an alternative payment method, such as PayPal or a different card.

- Contact your card issuer with the error message for further assistance.

If the issue persists, please reach out to our support team here with the error details, and we’ll be happy to help.

We accept the following payment methods:

Cards: Visa, Mastercard, Amex, DISCOVERY, JCB, DINERS CLUB and American Express.

PayPal: For PayPal inquiries, please contact PayPal directly at 1-888-221-1161 (US) or 1-402-935-2050 (calling from outside the US).