Frequently Asked Questions (FAQs)
1. Where are you located?
Our Office/warehouse for Online Customer Service and Returns & Exchanges is located at 7507 Kingspointe Parkway, Unit 106A, Orlando - FL 32819. Our phone is 407.757.0772
2. What are the hours of operation for our Office/Warehouse?
Our business hours are from Monday to Friday between 10:00 AM and 2:00 PM Eastern Time. However, please note that our hours may vary during holidays. It is always advisable to check our website or social media pages for any updates or changes in our hours of operation. Thank you for your understanding.
3. What holidays are eSunWear.com closed?
Our office is closed on the following U.S. Holidays:
- New Year's Day (January 1st)
- Martin Luther King Jr.'s birthday
- Washington’s Birthday (USPS observed)
- Memorial Day
- Independence Day (July 4th)
- Labor Day
- Columbus Day
- Veterans Day (USPS observed)
- Thanksgiving Day
- Christmas Day (December 25th)
Please take this into consideration when ordering and note that we will not send any shipments after 12 pm Eastern Time on the day prior to a holiday, or on any holiday or weekend. Shipments will resume the first day back from a holiday or weekend.
4. I am having issues with the website. What can I do?
We apologize for any inconvenience you may be experiencing while using our website. If you are encountering technical difficulties, we advise that you try the following steps to try to correct the issue:
- Reload the page - Sometimes, simply reloading the page can resolve the issue.
- Check your browser and clear your cache, browsing data, and cookies - Clearing these can help resolve issues that may have been triggered by outdated information stored on your device. However, we urge you to take note that clearing your cookies may remove items saved in your shopping cart.
- Try viewing the same web page in a different browser or on a different device - This will help to identify whether the issue is specific to the device or browser you are currently using.
5. What size should I order?
We recommend using our size chart to find your perfect fit. Our size chart is easy to use and accurate, ensuring that you get exactly the right size for your body type.
6. How do I measure myself for sizing?
Before you make your purchase, we want to ensure that you select the right size. To achieve this, we recommend taking your chest, waist, and hip measurements, then comparing them to the manufacturer's sizing chart. It's essential to double-check your measurements and ensure the measuring tape is held straight and snug (not too tight or loose).
To measure your chest size, measure around the fullest part of your chest. For women, kindly note that this measurement differs from your bra band size. The waist measurement requires you to hold the end of the tape at your belly button and wrap it around your waist. Lastly, measure around the widest part of your hips and buttocks to obtain your hip size.
For a more accurate measurement, you can also take your Body Loop/Torso measurement. To achieve this, start at the inner shoulder, come down the front of the torso, and go between the legs. Continue up the back to the start of the tape on the shoulder.
Once you complete your measurements, kindly refer to our manufacturer's sizing chart to purchase a suitable size. If you have any further inquiries, don't hesitate to contact us.
7. Why is the color/size I want not available?
We wanted to let you know that our availability is limited to stock on hand. However, we are happy to inform you that everything you see online should be currently in stock and ready to ship. We take pride in ensuring that our inventory is always up to date, so you can feel confident in your purchase.
8. What are your washing instructions?
You need to follow a few tips if you wish to keep your new swimwear in the best condition for many seasons to come. Most suits are chlorine-resistant, but they still require proper care to avoid the fabric breaking down and fading. Chlorine, whether wet or dry, can cause significant damage to your swimwear if not handled correctly.
Suntan lotions can also damage the fabric of your swimwear if they are absorbed and not washed out properly. You should always be careful to keep your swimwear free from any lotions. To remove chlorine, thoroughly rinse your swimwear in cold water after each use and allow it to air dry.
It is important to note that you should not wash your swimwear in a washing machine or use a dryer. Do not use detergents like Woolite, as they can cause the colors to fade. Whirlpools and spas have a high concentration of chemicals that can cause the fabric of your suit to break down quickly. Therefore, rinse your swimwear thoroughly with cold water immediately after use in such places.
It is essential to avoid sitting on the rough and abrasive edges of pools, as this can cause the suit to run and pick at the bottom or the front of it if you lean over the pool's edge. Instead, place a towel on the edges to avoid direct contact with the rough surface.
Importantly, never wrap your swimsuit in your towel. The towel may have soaked up all the chemicals and will continue exposing the swimsuit material to their harsh effects.
Hot tubs are also hard on your swimwear as the bromine and extreme temperatures can cause fading and stretching of your suit, quicker than anything else. If you know you will be using a hot tub, wear an old costume that you are tired of, or wash your regular costume as soon as possible after getting out of the hot tub to avoid extended exposure to harsh chemicals.
In summary, taking care of your swimwear will not only prolong its life but will also help maintain its look for many seasons to come. Following these tips will ensure that you get the most out of the purchase you've made.
9. Does my product have a warranty?
As a reseller company, we prioritize the satisfaction of our customers. However, it's important to note that we have certain policies in place when it comes to returns and warranties. We only accept returns of items that are in brand new condition, as they were shipped. This means that if you've used the product, we won't be able to process a return.
But what if you've purchased a product and need information about the manufacturer's warranty? In this case, it's best to contact the manufacturer/brand directly. The manufacturer/brand will have all the relevant information about the warranty, such as what it covers and for how long it lasts. They will also be able to answer any questions you may have about the warranty.
ORDERS AND RETURNS
10. How can I be sure my order went through?
After completing your order at eSunWear.com, the next step is to expect to be directed to a Thank You page, as well as receive an order confirmation via e-mail. These steps are crucial to complete your purchase successfully. The Thank You page confirms that your order has been processed, while the confirmation email serves as your official receipt and contains essential information such as your order number, item details, and delivery details. However, if you face ordering issues or have doubts that your order was not properly received, there is no cause for alarm. You can contact eSunWear.com customer service through their online Contact form, by email at firstname.lastname@example.org, or call us at 407.757.0772.
11. What is the average handle time?
At our company, we pride ourselves on timely and efficient order processing. We understand the importance of getting our customers' orders fulfilled quickly and accurately, which is why we operate Monday through Friday to ensure we can process orders promptly. We strive to meet the needs of our customers and aim to process most orders within one business day. This means that if you place an order after 12 pm, chances are high that it will be processed and shipped out the next business day.
12. Can I change or cancel my order?
If you have recently made an order but have changed your mind, don't worry. There is still time to cancel or make changes, but you need to act fast. If your order hasn't been shipped yet, you can easily make the necessary changes by either sending an email through our Contact form or by calling our Customer Service team at 407.757.0772.
To cancel or change your order, you will need to provide your order number and specify the details of the change you wish to make. Whether it is a change in the shipping address or a complete cancellation of the order, our team will promptly respond to your request and assist you in making the necessary adjustments.
It is important to keep in mind that once an order has been shipped, it cannot be canceled or changed. However, you can still return the item(s) once they arrive and receive a refund or exchange according to our Return Policy.
13. When will my credit card be charged?
Once you have added items to your cart and proceeded to check out, you will be prompted to enter your payment information. This is where you will be asked to enter your credit card details. Please note that your credit card will only be charged when your order is successfully placed.
After completing your purchase, you will receive an email confirmation with all the details of your order. This will serve as confirmation that your payment has been successfully processed. In case you do not receive an email confirmation, please check your spam or junk folders.
Additionally, you can also review your order history under "My Account". From there, you can easily track your past purchases, view order details, and even request a return or exchange if needed.
14. Why was my credit card declined?
Declined transactions can be frustrating for both the customer and the merchant. Most of the time, declined transactions occur due to some information being entered incorrectly during checkout. This can include errors in the billing address, credit card number, expiration date, or CVV2 number.
To avoid having your transaction declined, it is essential to double-check all the information before you attempt to place the order again. Ensure that your billing address, credit card number, expiration date, and CVV2 number are entered accurately. If you have recently moved or changed addresses, it may be worth trying to use your previous address in the Billing Address field.
If you have confirmed that all information in the merchant's systems is correct and you are still experiencing difficulty placing an order, it is recommended that you contact your credit card company. Sometimes, credit card companies may flag transactions that appear to be unusual or fraudulent. Therefore, confirming the address listed as the primary account holder with your credit card company is crucial.
15. What fees and charges will be applied to my order?
eSunWear.com does not charge international sales tax, shipping duties, or brokerage fees. However, it is important to note that customers are solely responsible for paying any applicable sales tax and duties to customs upon delivery of their orders. This means that if you are ordering from outside of the United States, you will need to be prepared to pay any customs fees and taxes that may be applied when your order arrives. This includes goods and services tax (GST) and provincial sales tax (PST), if applicable. eSunWear recommends that you contact your customs office for more information on how to calculate and pay these fees, or if you require further assistance with your order.
PROMOTIONS AND CONTESTS
16. How does the Newsletter first-time Purchase Promo Code of 10% OFF work?
Are you a first-time email subscriber or a first-time eSunWear shopper? Good news! You may be eligible for a unique promo code to use on your purchase. All eligible customers will receive their promo code to the email entered in the designated Newsletter box within just a few minutes of subscription.
Don't see the promo email in your inbox right away? Don't worry! Be sure to check your email's Spam, Junk, or Promotional folders, as sometimes they may end up there. It's important to note that the promo code does have an expiration date of 30 days, as indicated in the original email. So be sure to use it before it expires! Also, please keep in mind that promotional codes cannot be combined with Price Match Guarantee or any other promotions.
17. Can I get a price adjustment?
At eSunwear, we value our customers and strive to provide them with the best shopping experience possible. That's why we are happy to offer a one-time price adjustment on items that go on sale (excluding Clearance) within one week (7 days) of their purchase date.
If you have recently purchased an item that has gone on sale within this time frame, you can request a price adjustment by contacting our Customer Service team via phone at 407.757.0772 or by sending an email to email@example.com. When sending an email, please ensure that you include your order number and order date for prompt processing.
Our goal is to ensure that our customers are satisfied with their purchases and receive the best value possible. Therefore, any refunds for price differences are issued in the original form of payment. We hope this policy provides our customers with peace of mind when shopping at eSunwear.com, and we look forward to serving you again in the future.