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eSpecial Needs is Happy to Accept International Orders Online, by Phone, or on Chat
Customer Service Help Center
If you have questions or concerns about your purchase at eSpecial Needs, we want to answer them promptly and accurately! A list of commonly asked questions is listed below. If you can't find the answer, please contact us via email, phone or fax.
Contact Information
We can be reached via email at sales@especialneeds.com any time, or call us Monday - Friday 8:00 a.m. to 4:30 p.m. Central Time.
We're standing by to answer your questions!
International Phone: 1-314-692-2424
International Fax: 1-314-692-2428
E-Mail: sales@especialneeds.com
eSpecial Needs
11704 Lackland Industrial Drive
St. Louis, MO 63146 USA
Placing an Order
International Orders are easy to place, just follow these simple steps. 1) Add products to the cart. 2) Click Checkout. 3) Fill in all contact information. 4) If you shipping to a United States hotel, please list the name of the hotel and the dates you are staying at the hotel on your order in the "Customer Notes" section (Step 3 of 3). Expedited shipping fees may apply. 5) A box will appear that states, "Customs & Duties are Excluded for all countries outside of the US. Shipping cannot be estimated at this time. A customer service representative will contact you with a shipping quote prior to processing your order." Please continue through the checkout process by entering in the form of payment. Once we receive the order a customer service rep will contact you for approval. 6) Once the shipping rate is approved, the order will be processed and shipped out.
Note: Additional verification may be required for orders over $1,500. A copy of your passport or driver's license may need to be emailed or faxed for security.
Shipping Options
We are able to provide details on shipping options and costs earlier in the checkout process if you have registered and logged in to your account. If you have not logged in, we will show shipping details once you have entered your address information. See below for charts showing our shipping and handling rates and timeframes.
Duties and Taxes
For all international orders: The recipient is responsible for payment of applicable duties, taxes and fees.
General Shipping & Tax Charges
We DO ship to most International destinations. International orders are generally shipped USPS Priority Mail or FedEx International. Express shipping is available at an additional cost for all items. The exact shipping costs are calculated after your order has been submitted. The initial order placed will be charged to the card; however, freight charges will be processed once you approve the shipping rate. If shipping charges are not approved, the order will be cancelled and you will be refunded. Sorry, but we are not able to guarantee shipping times for packages shipped internationally.
Shipping charges are not eligible for any coupon codes or promotional discounts.
Out of Stock Items
Out of stock items usually ship within 7 - 10 business days. If an order is placed for an out of stock item, it will be shipped once it becomes available. You can also call us at 1-877-664-4565 or email sales@especialneeds.com with the item number and your name and we will e-mail you once the item is back in stock.
Order Status
While we take great pride in our ability to ship your purchases quickly, we understand the importance of knowing when it will actually arrive. As you complete the order process, we attempt to give you an accurate estimate of when your order will be delivered. As soon as your order is shipped, we will send you an email containing a FedEx tracking number. With this number, you can find out the exact status of your shipment 24 hours a day.
Payment Methods
For you convenience, we accept the following forms of payment:
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Credit cards - Discover, Visa, MasterCard and American Express
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Debit cards - Discover, Visa, MasterCard and American Express
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Prepaid credit cards - Discover, Visa, MasterCard and American Express
- PayPal
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Wire Transfers ($16 bank transfer fee will apply)
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eGift Cards
All accounts are billed when the order ships. Credit cards are billed in US Dollars (USD$). Please consult your credit card company for any service fees that may be applied.
Amount of refund may differ at the time of refund due to the currency exchange rate. I'm sorry we are not responsible for the difference in the currency exchange as these rates may change daily.
Damaged Items
If there are any damages upon receipt of your order or if the shipment is incomplete, you will receive a replacement part or item at no additional cost. Please visit our Returns page for detailed instructions.
Returns & Exchanges
We expect our customers to be 100% satisfied with the products we sell and the service we provide. If at any time in the next 30 days you are NOT 100% satisfied, you may send your purchase back for a refund or store credit for the price paid for the merchandise (minus what you paid for shipping), or you may exchange it for another item in our catalog that is more to your liking. Restocking charges may apply to certain products. Please visit our Returns page for detailed instructions. | 
