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FAQ

Privacy & Security

How safe is ordering online?
Ordering from especialneeds.com is extremely safe. All registration and credit card information is stored in a secure server accessible only by our staff. 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.

Do you sell/share my email address with other companies?
No! Your email address is used exclusively by us to communicate with you regarding your order, or (if you subscribe to our free email newsletter) to notify you of special promotions and offers.

Ordering & Payment

How do I order online?
We strive to make it as easy as possible for you to order online. When shopping, simply add an item to your shopping cart from any product page. Select the options (if applicable), choose a quantity and click "add to cart". When finished adding items to your shopping cart, click the "Check Out" button located in the lower right corner of the site and follow the remaining on-screen directions.

Can I place an international order?
Yes, 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 charges are not eligible for any coupon codes or promotional discounts.

Will I receive a confirmation of my order?
Yes. After placing your order, you will receive an email confirmation. If for any reason you do not receive this confirmation, please submit a Contact Us Inquiry or call eSpecial Needs customer service at 1-877-664-4565.

What forms of payment do you accept?
The initial order placed will be charged to the credit card immediately. For your convenience, we accept the following forms of payment:

  • Credit cards - Discover, Visa, MasterCard and American Express
  • Debit cards - Discover, Visa, MasterCard and American Express
  • Prepaid credit cards - Discover, Visa, MasterCard and American Express
  • PayPal
  • Email payments
  • Checks (Must be mailed with an attached Order Form)
  • Money Orders
  • Wire Transfers (For U.S. Customers a $16 bank transfer fee will apply, For International Customers a $40 bank transfer fee will apply)
  • eGift Cards
  • Purchase Orders (educational institutions, government entities and established companies with approved credit)
  • If you would like to pay by check or money order, please make checks payable to eSpecial Needs, LLC and send to:

    eSpecial Needs, LLC
    1850 Borman Court
    St. Louis, MO 63146 USA

    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.

Do I have to pay sales tax?
A sales tax of 7.613% is added to each order shipped to a Missouri address, in compliance with the law. Orders shipped to all other locations are not charged sales tax.

What are your return/exchange procedures?
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.

When will I receive my item(s)?
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. If a product is out-of-stock, once the item arrives in our warehouse, it will usually ship within one business day and you should receive the item via standard shipping. A shipping confirmation will also be sent.

Will I receive a shipping confirmation?
Yes. Each morning shipping confirmations are sent for items that were shipped the previous day. For dropship items, the shipping confirmation is sent after the vendor has notified us that your order was shipped, which may be a week or more after your dropship item was shipped. If for any reason you do not receive a shipping confirmation, please submit a Contact Us Inquiry or call eSpecial Needs customer service at 1-877-664-4565.

Creating an Account

Why should I create an account?
Creating an account makes it even easier for you to shop with us in the future. For example, once you set up an account, we will "remember" your shipping addresses for future orders, which will save you typing time. In addition, you can check the status of your order at any time or review your complete order history. Click here to create an account.

I forgot my password. What now?
No problem. Go to Forgot Your Password. Then, follow the instructions to obtain your password.

Shipping and Handling

What is your general shipping and tax charges within the 48 continental United States?
Orders placed for shipment within the 48 continental United States are generally shipped FedEx Ground (Smaller items may be shipped via United States Postal Service). Express shipping is available at an additional cost for all items. Exact shipping rates are calculated during checkout. APOs/FPOs, Hawaii, and Alaska orders will be shipped via United States Postal Service. We DO ship to most International destinations. Sorry, but we are not able to guarantee shipping times for packages shipped internationally. Customs and duties are excluded from the shipping costs. Sales tax will be charged for Missouri residents only. Continental U.S. orders generally ship in 1-2 business days (FedEx Ground) on in-stock orders. Orders take approximately 3 - 5 business days to arrive. Saturday and Sunday are not considered business days.

What is your general international shipping policy?
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.

What are my shipping options?
For online orders, most items can be processed for Standard Shipping (5-9 business days). By calling customer service, most items can also be processed for Express Delivery (2 business days). However, certain items (such as those we are personalizing for you, as well as items shipped directly from the manufacturer) may require a longer lead time. All lead times are located in the Status area on each product page. In these cases, Express Delivery is not available. In addition, some oversized Items cannot be shipped express. eSpecial Needs will notify you if your item cannot be shipped via the method you choose.

How much does shipping cost?
Shipping charges are figured per item based on the shipping weight and size of the product. We do have a $8.95 minimum shipping rate.

When will I receive my order?
Orders usually take 1 to 2 weeks to ship. Orders shipped via Standard Shipping usually take 5 to 9 business days to arrive. However, Express Delivery is available on most items. Express Delivery orders arrive in two business days. Please note that some items (such as those shipped directly to you from the manufacturer) can take anywhere from 3 to 4 weeks to ship.

Can I specify separate billing and shipping addresses?
Yes, easily. After completing the Name & Billing Address form, check the box "Ship to a Different Address", which will allow you to enter a different address for shipping.

What if I receive items that are damaged?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.

Do you accept international orders?
Yes, however, international orders cannot calculate a shipping rate. All you need to do is go ahead and place your order and a customer service representative will contact you with the shipping rate and total cost. 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.

What if i see a product that says Oversized?
Products labeled "Oversized Item" are subject to additional shipping charges and therefore cannot be processed online. Please consult customer service regarding ordering information for oversized items. Please Note: Some oversized or drop ship items cannot be delivered outside the continental U.S. or contiguous U.S. location

General Questions About Our Merchandise

Do you have a catalog?
Yes, the paper version of our catalog is now available and can be requested if you click here. Purchases can be made online, by telephone, by mail or by fax.

What if a product says Out Of Stock?
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 submit a Contact Us Inquiry with the item number and your name and we will e-mail you once the item is back in stock.

I see that you are no longer carrying an item I previously purchased. Does this mean it has been recalled or that you found it to be of inferior quality?
No, not at all. Products are discontinued for a variety of reasons. Sometimes, a manufacturer is unable to supply us with the quantity we need. When this occurs, we may replace that item with a similar product by a different manufacturer. In addition, we are continually "upgrading" our products with new models that offer additional features, in which case we discontinue the earlier models. Furthermore, when a product fails to meet our sales objectives (indicating that most of our customers have no need for it), we cease to carry it.

Navigating Our Site

I can't find the product I am looking for. How can I search for it?
Put our Search feature to work for you. Our Search allows you to search for a product by name, item number, keywords, category, price or brand. You can access this feature by using the search bar located in the upper right hand side of the site.

How do I get more information about a product before I purchase it (such as assembly requirements or other options/accessories available)?
For more information about a given item, please submit a Contact Us Inquiry. Include the item name, item number, and all of your questions, and we will make every effort to respond within 24 hours. (You can also call us at 1-877-664-4565. One of our representatives will be happy to assist you.)

General Questions About Our Site

I made a mistake on my online order! How do I change it?
Please submit a Contact Us Inquiry or chat with us immediately and we will make every effort to make the requested changes. You may also call us at 1-877-664-4565.

How do I remove my name from your email newsletter?
Each email newsletter includes instructions for removing your name from our email list. If you click the link, "SafeUnsubscribe" at the bottom of the email and follow the instructions you will no longer receive our email newsletters.

How do I contact eSpecial Needs?
You can contact us by email, phone (Monday - Friday 8:00am to 4:30pm Central Time), fax, chat or mail. Click here for specifics.