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Policies

Privacy

This Policy Was Last Updated December 10, 2020

Esquare Home (“Company” or “We”) is concerned about privacy issues and wants you to be familiar with how we collect, use, and disclose information. This Privacy Policy describes our practices in connection with information that we collect through Company’s online websites, applications and/or mobile applications (collectively the “Platform”), including without limitation any successor site(s) and applications(s) thereto. Contact information for Company may be obtained at Company’s Contact Page here, and any reference herein to Company’s Contact Page means the page located above.

By accessing or using the Platform, or providing information to us in connection with the Platform, you acknowledge, on behalf of yourself and any other entity that you may represent, that we may use and disclose such information in accordance with this Privacy Policy. If you object or do not consent to our use and disclosure of such information in accordance with this Privacy Policy, or you do not have the authority to make such acknowledgement on behalf of such entity, please do not provide such information on or through the Platform (which may mean that you will be unable to use the Platform).

This Privacy Policy is the sole authorized statement of our practices with respect to the collection, usage, and disclosure of information through the Platform; any summaries of this Privacy Policy, including those generated by third-party software or otherwise (such as “Platform for Privacy Preferences” or “P3P”) shall have no legal effect, are not binding upon us, do not supersede or modify this Privacy Policy, and shall not be relied upon in substitution for this Privacy Policy.

A. Updates to This Privacy Policy.

We may change this Privacy Policy at any time. Please look at the “Last Updated” legend at the top of this page to see when this Privacy Policy was last revised. Any changes to this Privacy Policy will become effective when we make the revised Privacy Policy available on or through the Platform. Your use of the Platform or the submission of any information through the Platform following such changes means that you accept the revised Privacy Policy.

B. Third Parties.

If you submit any information, including Personal Information, to any third party — for example, via a third-party software application or service, including any social media service, that is included in, available through, or linked from the Platform — then such third party’s collection, use, and disclosure of such information may be governed by such third party’s privacy policy, and will not be governed by our Privacy Policy. We recommend that you familiarize yourself with the privacy policies and practices of any such third parties.

THIS PRIVACY POLICY DOES NOT ADDRESS, AND WE ARE NOT RESPONSIBLE FOR, THE PRIVACY, INFORMATION, OR OTHER PRACTICES OF ANY THIRD PARTY, INCLUDING ANY THIRD-PARTY SERVICE PROVIDERS, BUSINESS ASSOCIATES, AND ANY OTHER THIRD PARTY OPERATING ANY SOFTWARE APPLICATION OR WEBSITE THAT IS MADE AVAILABLE THROUGH THE PLATFORM OR TO WHICH THE PLATFORM CONTAINS A LINK. THE AVAILABILITY THROUGH THE PLATFORM OF ANY THIRD-PARTY SOFTWARE APPLICATION OR WEBSITE, OR THE INCLUSION ON THE PLATFORM OF ANY LINKS TO ANY SUCH APPLICATION OR WEBSITE, DOES NOT IMPLY ENDORSEMENT BY US OF THE APPLICABLE SOFTWARE APPLICATION OR WEBSITE.

C. Jurisdictional Issues.

The Platform is controlled by us from the United States; accordingly, this Privacy Policy, and our collection, use and disclosure of your information, is governed by the laws of the United States, and not by the laws of any country, territory or jurisdiction other than the United States. We do not represent or warrant that the Platform, or any functionality or feature thereof, is appropriate or available for use in any particular jurisdiction. Those who choose to download, access, or use the Platform do so on their own initiative and at their own risk, and are responsible for complying with all local laws, rules, and regulations. By downloading, accessing, using or submitting any information to the Platform, users from outside the United States acknowledge that the Platform is subject to laws of the United States, and consent to the transfer of their information to the United States and any other jurisdiction, which may provide a different level of data security than in their country of residence, and waive any claims that may arise under their own national laws.

D. Collection Use and Disclosure of Personal Information.

Personal Information We May Collect

“Personal Information” is information that identifies someone, including EU and Swiss individuals, as a specific individual. In addition to Personal Information, Other Information (as defined below) may be collected in connection with the Platform; the collection, use and disclosure of Other Information is addressed separately below, under the “Other Information” heading.


We and our third-party service providers may collect the following Personal Information, including that of EU and Swiss individuals:

  • Name;
  • Home address;
  • Personal telephone number;
  • Personal e-mail address;
  • Social Security number;
  • Individual Taxpayer Identification numbers;
  • Personal bank account, credit card and debit card numbers;
  • Date of birth;
  • Other personally identifiable information about you and third parties that you may choose to disclose (including by authorizing third parties to disclose) to Company and/or its third-party service providers, including by completing profile forms, completing applications, questionnaires or similar documents, communicating with customer service personnel, and otherwise interacting with Company and its third-party service providers.

Certain Personal Information is voluntary and not required to access or use the Platform; other Personal Information may be mandatory and required to access or use the Platform or certain portions of the Platform.

IF YOU SUBMIT ANY PERSONAL INFORMATION OF OR RELATING TO ANY THIRD PARTY (INCLUDING ANY INDIVIDUALS ASSOCIATED WITH PUBLISHERS OR LICENSEES) TO US OR OUR THIRD-PARTY SERVICE PROVIDERS IN CONNECTION WITH THE PLATFORM, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO DO SO AND TO PERMIT US TO USE AND DISCLOSE SUCH INFORMATION IN ACCORDANCE WITH THIS PRIVACY POLICY.

How We May Use Personal Information

We and our third-party service providers may use Personal Information, including that of EU and Swiss individuals:

  • To respond to your inquiries and fulfill your requests, such as to send newsletters to you, process your applications, complete your commercial transactions and otherwise operate the Platform-related products and services and the businesses of Company and its related legal entities.
  • To send administrative information to you, including information regarding the Platform and changes to our terms, conditions, and policies.
  • To facilitate business transactions.
  • To allow you to send and receive messages and invitations to and from other individuals, through or in connection with the Platform, and to send and receive such messages and invitations on your behalf.
  • To help us improve the customer experience, including by learning more about your preferences to help personalize your experience with us.
  • To send marketing communications to you that we believe may be of interest to you unless you opt-out in accordance with the Choices and Access section below.
  • For our business, administrative and informational purposes, including but not limited to quality assessment, data analysis, audits, developing and improving the Platform and new products and services, identifying usage trends and determining the effectiveness of our promotional campaigns.
  • To protect the security or integrity of our businesses and Internet properties, including the Platform.
  • As we believe to be necessary or appropriate: (a) under applicable law, including laws outside your country of residence; (b) to comply with legal process; (c) to respond to requests from public or government authorities, including public or government authorities outside your country of residence; (d) to enforce our terms and conditions; (e) to protect our operations or those of any of our related legal entities; (f) to protect our rights, privacy, safety, or property, or that of our related legal entities, service providers, members, you or others, including through credit-fraud protection and risk reduction; (g) at our discretion under emergency circumstances; or (h) to allow us to pursue available remedies or limit the damages that we may sustain.

How Personal Information May Be Disclosed

Personal Information, including that of EU and Swiss individuals, may be disclosed:

  • To our third-party service providers that may provide services such as hosting of the Platform, data analysis, IT services and infrastructure, customer service, e-mail delivery, auditing, information and identity verification, credit checks, payment processing, and other similar services. Although we seek to restrict third-party service providers from using any Personal Information received from Company or through the Platform for any purpose other than providing services for Company and the Platform, please note that Company is not responsible for the privacy practices of any third parties, including any negligence or misconduct by any third parties that receive your payment card or other information.
  • To identify you to anyone to whom you send messages or invitations through or in connection with the Platform, including messages and invitations that we may send on your behalf.
  • To facilitate business transactions.
  • To our related legal entities for all uses permitted under this Privacy Policy (including for such related legal entities to send marketing communications to you), unless you opt-out in accordance with the Choices and Access section below.
  • By you, through messages, chats, message boards, forums, public profile pages, user directories, and blogs and other functionality with which you can share or post information and materials. Please note that any information and materials that you post or disclose using such functionality will become public information, and may be available for other users of the Platform and the general public to access, use, alter, manipulate or disclose. We are not responsible for such access, use, alteration, manipulation, or disclosure. We urge you to be very careful when deciding to disclose your Personal Information, or any other information, in connection with the Platform.
  • To a third party in the event of any reorganization, merger, sale, joint venture, assignment, transfer, or other disposition of all or any portion of our business, assets or stock (including in connection with any bankruptcy or similar proceeding).
  • As we believe to be necessary or appropriate: (a) under applicable law, including laws outside your country of residence; (b) to comply with legal process; (c) to respond to lawful requests, including requests for disclosures necessary to meet national security or law enforcement requirements, from public or government authorities, including public or government authorities outside your country of residence; (d) to enforce our terms and conditions; (e) to protect our operations or those of any of our related legal entities; (f) to protect our rights, privacy, safety or property, or that of our related legal entities, service providers, members, you or others, including through credit-fraud protection and risk reduction; (g) at our discretion under emergency circumstances; or (h) to allow us to pursue available remedies or limit the damages that we may sustain.

E. Collection, Use, Disclosure of Other Information.

Other Information We May Collect

“Other Information” is any information that does not reveal a person’s specific identity, such as:

  • Browser information.
  • Server log files.
  • Statistics concerning messages sent or received through the Platform, such as the length of such messages, the IP Addresses involved and other technical parameters.
  • Information collected through cookies, pixel tags, and other technologies.
  • Browsing analytics.
  • Demographic information.
  • Aggregated information.
  • Physical location data.
  • Information relating to a corporation, partnership, or other business entity.

How We May Collect Other Information

We and our third-party service providers may collect Other Information in a variety of ways, including:

  • Through your device: Certain information is collected automatically through your device, such as your operating system name and version, device manufacturer and model, device identifiers, language, and the name and version of the software application you are using.
  • Through server log files: Your “IP Address” is a number that is automatically assigned to the device that you are using by your Internet Service Provider (“ISP”). An IP Address is identified and logged automatically in our server log files whenever a user uses the Platform, along with the time of the use and the pages or areas visited within the Platform. Collecting IP Addresses is standard practice on the Internet and is done automatically by many websites. We and our third-party service providers use IP Addresses for purposes such as helping to calculate usage levels of the Platform, diagnose server problems and administer the Platform.
  • Using cookies: Cookies allow a server to transfer data to a device for recordkeeping and other purposes. We and our third-party service providers use cookies and other technologies to, among other things, better serve you with more tailored information and facilitate your ongoing access to and use of the Platform, as well as for online tracking purposes. If you do not want information collected using cookies, there is a simple procedure in most devices that allows you to decline the use of cookies. If you choose to decline cookies, some or all the features, functionality and promotions available through the Platform may not be available to you.
  • Using pixel tags and other similar technologies: Pixel tags (also known as web beacons and clear GIFs) and other similar technologies may be used in connection with some pages and areas of the Platform and HTML-formatted e-mail messages to, among other things, track the actions of users of the Platform and e-mail recipients, measure the success of our marketing campaigns and compile statistics about usage and response rates of the Platform.
  • Physical Location: We may collect the physical location of your device by, for example, using satellite, cell phone tower, or Wi-Fi signals. We may use your device’s physical location to provide you with personalized location-based services and content. We may also share your device’s physical location, combined with information about what advertisements you viewed and other information we collect, with our marketing partners to enable them to provide you with more personalized content and to study the effectiveness of advertising campaigns. In some instances, you may be permitted to allow or deny such uses and/or sharing of your device’s location, but if you choose to deny such uses and/or sharing, we and/or our marketing partners may not be able to provide you with the applicable personalized services and content.
  • From you: We may collect demographic information such as, for example, your age, occupation, and family status, as well as other information when you voluntarily provide such information to us. We may also collect such information about you from third parties. Unless combined with Personal Information, this information does not personally identify you or any other user of the Platform.
  • By aggregating information: Aggregated Personal Information does not personally identify you or any other user of the Platform. For example, we may aggregate Personal Information to calculate the percentage of our users who have a particular telephone area code.

How We May Use and Disclose Other Information

Because Other Information does not personally identify you, we may use and disclose Other Information for any purpose. In some instances, we may combine Other Information with Personal Information (such as combining your zip code with your name). If we combine any Other Information with Personal Information, the combined information will be treated by us as Personal Information if it is so combined.

F. Third Party Advertisers.

We may use third-party advertising companies to serve ads when you visit the Platform. Please note that these companies may use information about your visit to the Platform to provide ads about goods and services that may be of interest to you. While serving ads to the Platform, these companies may place or recognize a unique cookie on your browser. If you would like more information about this practice, and to know your choices about not having this information used by these companies, please visit http://networkadvertising.org/optout_nonppii.asp.

G. Social Plugins

Certain areas of the Platform may make available certain third-party social media functionality, such as the Facebook “Like” or Google “+1” buttons (“Social Plugins”). Such Social Plugins, and any third-party collection, use and disclosure of any information through or in connection with such Social Plugins, are subject to the applicable third party’s privacy policies, which may differ from this Privacy Policy. For example, a Social Plugin provider may be able to collect information about you through such Social Plugin, including your activity on the Platform, and such provider may disclose information on the applicable social network about your use of the Platform. Social Plugins may also employ unique identifiers that allow your activity to be monitored across multiple websites by such providers and other third parties, including for purposes of delivering targeted advertising to you.

H. Do Not Track Signals.

We note that the Platform will continue to operate as described in this Privacy Policy, whether a “Do Not Track” signal or similar mechanism is received from your browser.

I. Security

We seek to use within Company reasonable organizational, technical, and administrative measures to protect Personal Information under our control. Unfortunately, no data transmission over the Internet or data storage system is guaranteed to be 100% secure. Please also be aware that we may use third-party cloud service providers that provide hosting, data storage and other services pursuant to standard terms and conditions that are generally non-negotiable; accordingly, although we seek to conduct reasonable due diligence on such service providers, we may be unable to impose contractual obligations on them with respect to the measures they use to protect Personal Information. We are not responsible for the data security measures of any third parties.

If you have reason to believe that your interaction with us is no longer secure (for example, if you feel that the security of any account you might have with us has been compromised), please immediately notify us of the problem by contacting us via Company’s Contact Page.

J. Choices and Access

We give you many choices regarding our use and disclosure of your Personal Information, including that of EU and Swiss individuals, for marketing purposes. You may opt-out from:

  • Receiving marketing-related e-mails from us based upon your Personal Information: If you no longer want to receive marketing-related e-mails from us on a going-forward basis based upon Personal Information collected pursuant to this Privacy Policy, you may opt-out of receiving such marketing-related e-mails by contacting us via Company’s Contact Page, or by clicking the “unsubscribe” link that is included at the end of such marketing-related e-mails. Please note that commercial e-mails regarding opportunities for publishers to participate in licensing arrangements do not constitute “marketing-related” e-mails.
  • Our sharing of your Personal Information with related legal entities for their marketing purposes: If you would prefer that we do not share, on a going-forward basis, your Personal Information collected pursuant to this Privacy Policy with our related legal entities for their marketing purposes, you may opt-out of such sharing by contacting us via Company’s Contact Page.

We will try to comply with your request(s) as soon as reasonably practicable. Please note that if you opt-out of our sharing of Personal Information with related legal entities for their marketing purposes, as described above, we will not be able to remove your Personal Information from the databases of any such related legal entities with which we have already shared your Personal Information (i.e., to which we have already provided your Personal Information as of the date that we implement your opt-out request). Please also note that if you do opt-out of receiving marketing-related e-mails from us, we may still send to you administrative messages, messages related to the fulfillment of our products and services, and messages that are sent to you in your capacity as a representative of your business entity; you cannot opt-out from receiving such messages.

How You Can Access Your Personal Information

If you would like to review or update your Personal Information, including that of EU and Swiss individuals, that has been previously provided to us, you may do so by logging into your account within the Platform, or, for certain Personal Information that is not reviewable through the Platform, you may contact us via Company’s Contact Page.

We will try to comply with your request to update your Personal Information as soon as reasonably practicable. We are not responsible for changing information in the databases of third parties with whom we have already shared your Personal Information.

K. No Use of the Platform by Minors.

The Platform is not directed to individuals under the age of thirteen (13), nor are such individuals permitted to use the Platform; accordingly, we request that such individuals do not provide Personal Information in connection with the Platform. If you are the parent or guardian of such an individual who has disclosed Personal Information to us in connection with the Platform, please contact us via Company’s Contact Page, and we will exercise commercially reasonable efforts to remove such information from our databases and storage systems; we are not liable, however, for any consequences of such information, including any delay or failure to remove such information.

L. Retention Period.

We will retain your Personal Information for the period necessary to fulfill the purposes outlined in this Privacy Policy unless a longer retention period is required or allowed by law.

M. Your California Privacy Rights

California Civil Code Section 1798.83 permits customers of Company who are California residents to request certain information regarding Company’s disclosure of personally identifiable information to third parties for their direct marketing purposes. To make such a request, please write us or call:
Email: cs@esquarehome.com

Shipping and Delivery

Our Customer Service and Shipping Logistics teams are dedicated to getting your purchased items shipped to you as safely and efficiently as possible. Please make sure to read this shipping policy carefully to learn more about how and when your order will ship. If you cannot find the information you are looking for, don't forget we're always here to help! Chat, call, or email us, and we will be in touch shortly.

We are delighted to offer FREE standard shipping (Monday through Friday, between 8am and 5pm) for all orders over $300 within the contiguous United States. Orders under $300 are charged a flat-rate shipping cost of $15.

Our FREE standard shipping on orders over $300 is defined as below:

For parcel items, standard shipping is defined as a no-signature required delivery to your mailbox, front door, or curbside.

For freight items, standard shipping is defined as a signature-required curbside delivery. Standard shipping carriers will NOT carry your delivery upstairs or enter your home under any circumstances. For information about our white glove service, see "Premium White Glove Service" below.

Esquare Home is NOT responsible for any incurred storage fees or held shipment charges should you choose to delay shipment. Esquare Home is NOT responsible for any charges due to shipping arrangements made without approval from our shipping department.

Please call customer service at (to be added) for shipping rates on all orders going to Alaska, Hawaii, Puerto Rico, and any US islands only accessible by ferry. For international shipping information, please learn more below under "International Shipping."

Estimated Shipping Times:

Estimated shipping times vary by order. A tracking ID will be emailed to you the day your order ships out so you may easily track your order. The estimated shipping times below represent the amount of time your order will be in transit once your order has left the factory.

  • Orders sent via UPS or FedEx Ground are delivered on average 3-7 business days after the order leaves the factory.
  • Orders sent via a Freight Carrier are delivered on average 3-10 business days after the order leaves the factory.
  • Orders sent via a White Glove Service are delivered on average 7-15 business days after the order leaves the factory.

PLEASE NOTE: These shipping estimates represent the time it takes for an item to reach your home AFTER it leaves the factory and do NOT include production time for out of stock or made to order items.

When you purchase a product from us, any shipping times we provide are ESTIMATES ONLY and actual delivery dates may vary. In addition, if you elect to use our Premium White Glove Delivery Service (see below) you will be required to make an appointment for delivery and are responsible for any storage fees or held shipment charges.

Premium White Glove Service

Some of our products are oversized, heavy, fragile or one of a kind, and you may elect to use our Premium White Glove Delivery service to ensure that your order arrives safely to your door. If you select white glove delivery at checkout (or otherwise request white glove delivery), you will be charged a $199 Premium White Glove Delivery fee for one order item or a $299 flat rate fee on orders of two items or more. When your order reaches your local delivery hub, you will be contacted to schedule a by-appointment 4-hour delivery window to receive your order. Our white glove deliveries are made Monday through Friday, 8 a.m. to 5 p.m.

As part of our Premium White Glove Delivery service, we will bring the item(s) into your home, carry your item(s) up to 1 flight of stairs, and dispose of the packaging materials. Our white glove service is UNABLE to provide assembly and construction, move existing furniture, or make any modifications to your home. You may add on assembly services at an additional cost at checkout.

Please measure your space (doorways, elevators, stairways, etc.) before buying products from us to ensure that they will fit into your home. If a product does not fit, it will be sent back to us and outbound and return shipping charges plus a restocking fee will be deducted from your refund.

Please contact us ahead of time at (to be added ) if there are any delivery challenges at your home we should know about, such as multiple flights of stairs or a narrow or long driveway. Note that additional charges may apply in such instances.

Assembly

Some of our items at Esquare Home require assembly, which may be purchased at checkout for an additional $99. Assembly is only available for white glove deliveries. Assembly includes a 30-minute, non-technical assembly (e.g. attaching the legs to a table, inserting hardware, etc.) and does NOT include more involved assembly and construction or home modification (e.g. wiring lighting, hanging artwork, etc.).

Expedited Shipping

Expedited shipping is available on select items for an additional cost. Please email us at cs@esquarehome.com to inquire about expediting your order.

International Shipping

We offer international shipping on all items to countries across the globe. Once you place your order, a Esquare Home logistics expert will be in touch with your international shipping cost within 2 business days via email. International orders will not be considered complete and will not be charged until you approve the international shipping costs.

Note: Due to size and/or product restrictions, we cannot ship certain items to international destinations. We do not accept returns on international orders.

 

Returns

We stand behind all the products we have curated for our site, and we ensure you'll love every Esquare Home item in your home. The design details, quality, safety, and sustainability of our products will meet, if not exceed, your expectations. We hope you love your selections, but if you are not completely satisfied with your purchase, we'll gladly take returnable items in an unused condition fit for resale within 7 days of delivery. (Note: Exclusions apply. See below).

Is My Item Returnable?

Not every item on our site is eligible for a return. You can find out if your item is eligible for return on the item’s product detail page under the “Returns” heading. We do not accept returns on Final Sale items. Please note, we also do not accept returns on:

  • wired or assembled products
  • custom made to order items
  • used items or items without original packaging
  • altered items (repainted, refinished, cut, etc.)
  • final sale items or gift cards
  • international orders and orders outside of the contiguous US

How Do I Return My Item?

If you are returning an item, please keep your item’s original packaging and request a return immediately to receive a Return Authorization (RA) number. To request a return, go to the My Order History section of your Esquare Home account: https://www.esquarehome.com/MyAccount/Order. Click the drop-down menu under the Action column of the item you would like to return and select “Return.” If you do not know your order number, you can locate it by looking at your order confirmation email. You may alternatively request a return by reaching out to our customer service team via email at cs@esquarehome.com. If you have any questions about processing your return, do not hesitate to contact us.

Once you request your return, we will send you a return label with the appropriate return address and RA number within five business days of your return request. You will then have 14 days to return your item. Note that all items shipped back without an RA number or outside the 14 day return period will not be accepted and will be returned to you. We cannot accept returns without the original packaging. Please note, products may only be returned from the location of original delivery.

How Can I Receive My Refund?

Original Form of Payment: Receive your refund in the form of your original form of payment for the merchandise price, less the cost of outbound and return shipping AND up to a 15% restocking fee for stocked items or a 30% restocking fee for custom items.

If we identify an unreasonable return pattern, we may restrict or refuse future transactions or returns from such customers at any time.

Why Do You Assess Restocking Fees On Returns?

When you return an item, a lot of time, labor, and company cost is required to receive your package and restock your item back into our warehouses. Additionally, most of the furniture and accessories returned are not packaged to original factory standards or incur damage during transit. Because we provide our customers free standard shipping on all items over $300 and absorb that cost, we must assess restocking fees on returns to account for the quantity of returned items that cannot be accepted or resold.

Damaged Merchandise

At Esquare Home, we work with only the best in the shipping industry to ensure that your items arrive at your home safely and undamaged. In the unlikely occurrence that your item arrives damaged, defected, or incorrect, we will immediately work to repair or replace your item. Please note that our damages policy is to replace or repair damaged or incorrect items. If you would like a refund, you must process your request as a return (see our Returns Policy here), which may incur fees for shipping, handling, and restocking costs. To guarantee the best customer experience, please follow our guidelines below when you receive your delivery.

Damages or Incorrect Items Policy and Guidelines for Freight Items:

If you receive a freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) to inspect the item. If the packaging or the item has obvious freight damage or is otherwise incorrect, refuse the shipment and mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging and/or damaged item. If shipment is refused prior to inspection of the item, you may be subject to re-delivery fees.

After you refuse the shipment, please contact our customer service within 48 hours at cs@esquarehome.com. Please be prepared with photos of the damage (we may ask for these to be sent to us via email). Once contacted, we will file your claim and ship you a replacement at no additional cost.

NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim may be denied. All damage claims must also be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item’s arrival may be declined.

Damages or Incorrect Items Policy and Guidelines for Parcel Items:

If you receive a no signature required parcel item, please open your package, and inspect immediately. Please keep all original packaging. If your item is damaged or incorrect, please take photos of the item and its packaging and report the damage to customer service at cs@esquarehome.com. Please be prepared with photos and a detailed description of the damage. Clear photos of the damage are mandatory to process a damage claim. We cannot accept damaged returns without the original packaging, and damage claims reported after 48 hours of your item’s arrival may be declined.

Damage claims will be denied if the item has been used or installed.

Missing or Incorrect Items Policy and Guidelines for Parcel Items:

In the rare occurrence that an item is missing or incorrect, please email us within 48 hours of delivery. We will investigate the situation and send a replacement item at our sole discretion. Esquare Home is not responsible for any misplaced or stolen packages. If your item is approved as an incorrect item, we will provide an RMA # and instruction on where to ship the item back. Once we receive your incorrect item back, we will send out a replacement item. Incorrect item claims reported after 48 hours of your item’s arrival may be declined.

NOTE: Different computers and web browser display colors differently. We are not responsible for variations in color between the product you receive, and the product shown on our site. Similarly, all items made from natural products (including but not limited to: wood, marble, limestone, alabaster, glazed ceramic, etc.) will have natural variations and no two items will look identical. These variations are expected and will NOT be considered defects, damages, or incorrect items.