100% Customer Satisfaction
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 (less the shipping charges), or you may exchange it for another item in our catalog that is more to your liking. All items returned must be in their original packaging, unused, and in resalable condition. Items are to be returned at customer's expense and original shipping charges are not refundable. Restocking charges may apply to certain products. Some items offer free shipping on the original delivery. For these items, the actual cost of shipping the item to you may be deducted from your refund.
Sorry, but for health reasons we are unable to accept returns or exchanges of eating, hygiene and mouth stick products. In addition, we cannot accept books, computer software and videos that have been removed from original packaging. If software or videos are defective, we can only exchange it for the same title.
Errors and Defects
In the unlikely event that we've made an error with your order or a product is defective, please call us immediately at 1-877-664-4565 or submit a Contact Us Inquiry so that we can make it right! In cases of defective merchandise, we may have a replacement shipped direct from the manufacturer, so it's important that you contact us first before returning it. If you have received an incorrect item, please contact us within 7 days of receiving the product.
We are always working with our freight carriers to ensure all shipments are properly packaged and labeled for a safe delivery to their destination. There may be an occasion when a package may be damaged in transit, or contents may be partially or completely lost. When this occurs, please follow the steps below. This will ensure that the shipment has been properly documented in order to handle your order.
- If a shipment arrives damaged or if the box appears so, note damage on the delivery bill and have the driver sign it, acknowledging the damage. Otherwise, if the shipment was left at your location without a signature, please contact eSpecial Needs Customer Service.
- Contact eSpecial Needs Customer Service within 5 days of receipt to start processing an insurance claim. An order will be entered at that time to replace the merchandise.
- Save the container and merchandise for inspection. We may ask you to email us a picture of the damage to submit with our claim.
Important Notes About Returns & Exchanges
We regret we cannot refund delivery charges for returns or exchanges. The customer is responsible for any additional shipping charges associated with a return or exchange. If merchandise is returned in "as-new" condition within 30 days of purchase, a credit for the amount paid (less the shipping charges) will be issued to the original credit card used for purchasing the item(s) or you can choose to receive a store credit. If merchandise is returned used and in unsalable condition, a credit cannot be issued and the product will be returned to the customer. Restocking charges may apply to certain products. Some items offer free shipping on the original delivery. For these items, the actual cost of shipping the item to you may be deducted from your refund. All returns & exchanges MUST include a valid RGA (Return Goods Authorization) number issued by eSpecial Needs. See below for complete instructions.
Instructions for Returns & Exchanges
Call eSpecial Needs Customer Service at 1-877-664-4565. An RGA number will be issued and should be displayed on the label when shipped back. Any returns sent without a valid RGA number will be returned to you at your cost. RGA's are valid for seven (7) days from the date issuance. The item should be repackaged so it is protected for shipping back to the warehouse. Please contact Customer Service for all RGA's and return instructions.
Send us a Contact Us Inquiry
Call us at 1-877-664-4565 (Internationally 1-314-692-2424)