Track Your Order
*Order Number:
*Email: (used while placing the order)
General Questions
1. What is an order number and where can I find it?+
An order number is a unique number attached to every order placed on our website. It acts as a reference number for a specific purchase, which you can use to track your order or in case you need assistance with an order.
If you were signed in when you placed your order, you can find your order number by logging into your account, clicking “My Orders” in your account menu. You can see each order’s order number in the top left corner of its details page.
If you were not signed in when you placed your order, you can find your order number in the confirmation email you received after placing the order.
If you have any questions, please submit a ticket to our customer support team.
If you were signed in when you placed your order, you can find your order number by logging into your account, clicking “My Orders” in your account menu. You can see each order’s order number in the top left corner of its details page.
If you were not signed in when you placed your order, you can find your order number in the confirmation email you received after placing the order.
If you have any questions, please submit a ticket to our customer support team.
2. Why is my order taking so long to be delivered?+
Our goal is always for you to receive your order quickly. Below are the main factors that can affect or even delay shipping times:
1. Prior to shipping, all orders require a processing time of between 1 and 3 business days for quality control and packaging.
2. Delivery times may vary depending on your location and the method of shipping. If your order is shipped from our central warehouse, customs clearance may delay delivery times. Further information can be found at: https://support.esrgear.com/portal/en/kb/articles/2-how-much-does-shipping-cost-and-when-will-i-receive-my-order
3. Changing governmental policies related to the control of COVID-19 may have an effect on warehouse processing and shipping, causing a delay in delivery times.
4. Weather conditions, natural disasters, and other uncontrollable factors can delay delivery times.
1. Prior to shipping, all orders require a processing time of between 1 and 3 business days for quality control and packaging.
2. Delivery times may vary depending on your location and the method of shipping. If your order is shipped from our central warehouse, customs clearance may delay delivery times. Further information can be found at: https://support.esrgear.com/portal/en/kb/articles/2-how-much-does-shipping-cost-and-when-will-i-receive-my-order
3. Changing governmental policies related to the control of COVID-19 may have an effect on warehouse processing and shipping, causing a delay in delivery times.
4. Weather conditions, natural disasters, and other uncontrollable factors can delay delivery times.
3. Why are there no tracking details for my tracking number?+
There are three likely reasons for this:
1). Your package has just been shipped but the carrier has not updated the tracking details yet;
2). Your package has been picked up by the carrier but has not been processed yet;
*You can search your email inbox (the one you used to place your order) for an email titled “Your ESR order”. In this email you will find the date your order was shipped. If the tracking information has not been updated for more than 3 business days after the shipping date, or if you can’t find the email, you can submit a ticket to our customer support team.
3). The item you purchased is out of stock in your local warehouse. It is instead being shipped from an overseas warehouse, and has not yet reached your country/state. You will need to switch to an overseas carrier (refer to the picture below).
If your order is being sent to the United States, United Kingdom, or Singapore, enter “4PX” in the search box. Click on the icon to see your tracking details.
If your order is being sent somewhere else (Australia, Canada, Japan, South Korea, Germany, France, Italy, Spain, the Netherlands, etc), enter “SFC” into the search box and click on the icon.
1). Your package has just been shipped but the carrier has not updated the tracking details yet;
2). Your package has been picked up by the carrier but has not been processed yet;
*You can search your email inbox (the one you used to place your order) for an email titled “Your ESR order”. In this email you will find the date your order was shipped. If the tracking information has not been updated for more than 3 business days after the shipping date, or if you can’t find the email, you can submit a ticket to our customer support team.
3). The item you purchased is out of stock in your local warehouse. It is instead being shipped from an overseas warehouse, and has not yet reached your country/state. You will need to switch to an overseas carrier (refer to the picture below).
If your order is being sent to the United States, United Kingdom, or Singapore, enter “4PX” in the search box. Click on the icon to see your tracking details.
If your order is being sent somewhere else (Australia, Canada, Japan, South Korea, Germany, France, Italy, Spain, the Netherlands, etc), enter “SFC” into the search box and click on the icon.
4. Why doesn’t my tracking number have a carrier assigned to it? What do I select for the “Select carrier” section?+
Because this order tracking database contains multiple carriers, some tracking numbers may not automatically have a carrier assigned. You will need to manually select the carrier.
First, click “Select carrier”.
If your order is being sent to the United States, United Kingdom, or Singapore, enter “4PX” in the search box. If your order is being sent somewhere else (Australia, Canada, Japan, South Korea, Germany, France, Italy, Spain, the Netherlands, etc), enter “SFC” into the search box.
Click on the icon that appears to see your tracking details.
First, click “Select carrier”.
If your order is being sent to the United States, United Kingdom, or Singapore, enter “4PX” in the search box. If your order is being sent somewhere else (Australia, Canada, Japan, South Korea, Germany, France, Italy, Spain, the Netherlands, etc), enter “SFC” into the search box.
Click on the icon that appears to see your tracking details.
5. My tracking information is not being updated. Is my order still on its way?+
Once you receive a shipping confirmation e-mail, it means that your order has been processed and shipped out. If the tracking does not update, it may be due to one of the following reasons:
a. Your order is on its way, but the post office has not yet scanned/processed the package, so its status has not yet been updated on the tracking website. Please allow a few days for your local post office to process your package. You may want to contact your local post office with your tracking number for more details.
b. Your order has reached your country and is currently being cleared by customs. Until the package has been inspected and cleared by customs, the tracking system will be unable to provide any further updates. Unfortunately, we cannot tell you how long this process might take, as it depends your country’s customs process.
a. Your order is on its way, but the post office has not yet scanned/processed the package, so its status has not yet been updated on the tracking website. Please allow a few days for your local post office to process your package. You may want to contact your local post office with your tracking number for more details.
b. Your order has reached your country and is currently being cleared by customs. Until the package has been inspected and cleared by customs, the tracking system will be unable to provide any further updates. Unfortunately, we cannot tell you how long this process might take, as it depends your country’s customs process.
