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FAQs


HOW DOES SHIPPING WORK?

EssquareMart partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.

 

Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way (please email us for tracking)  :)

We offer international shipping options too - no matter where you are, you can buy from us!

 


THE TRACKING NUMBER FOR MY ORDER STOPPED UPDATING, WHAT HAPPENED?

If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.

Note: if for some reason your order is never released by customs, we'll send you a replacement!

 


MY TRACKING SAYS "DELIVERED" BUT I HAVEN'T RECEIVED ANYTHING!

 

As soon as the tracking on your order is updated to "delivered" by the postal courier, it triggers an automatic email from EssquareMart to let you know your package has been delivered.

 

Occasionally, a parcel will be marked as delivered by the shipping courier prematurely. If you received a delivery notice, only to find your parcel is nowhere to be seen, here is some information you should know: 

 

Says Delivered, Domestic

If you receive this notice but the package is not in your mailbox, in your apartment office, or on the doorstep, here are some things to know, organised by courier:

 

What to do is your order was shipped USPS FIRST CLASS:

  • USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day
  • Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information
  • If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. Chic Sparrow cannot reimburse orders that were misdelivered by the post office or stolen from a property, thank you for understanding!

 

What to do if your order was shipped USPS PRIORITY

  • USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day
  • Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and in the end, they only tell you what your tracking says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information
  • If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. You can call the USPS Hotline to file a claim, or you can do it online. Priority Mail comes insured by the USPS, and they are liable for misdelivered or stolen property in most cases. Chic Sparrow cannot reimburse orders that were misdelivered by the post office or stolen from a property, thank you for understanding!

 

What to do if your order was shipped UPS

  • Allow an extra business day for your parcel to arrive. 
  • Contact UPS Hotline - they are liable for misdelivered mail 1-800-742-5877

 

Says Delivered, International

Often times, an international parcel is marked as "delivered" when it arrives at a processing facility, or as soon as the order has been processed over to the new tracking system. 

 

It's very common for there to be a lag in time from when the parcel is marked as "delivered" to when you are notified to pick up the parcel (this may vary with different couriers who have different COD options). 

 

Things to do:

  • Check your mailbox daily for a notice from your local post to go pick up your parcel
  • Contact your local customs office and inquire about your delivery

 

Things NOT to do:

  • Panic - we receive messages quite often from concerned customers who have received a "Delivery" notice, only to find their parcel is nowhere. Without fail, the package is usually delivered a few days later, or a notice from customs is found in the mailbox.
  • Contact USPS - they are not able to inquire of parcels once they reach a different country

 

IF YOUR PARCEL WAS DELIVERED BY UPS:

  • Allow an extra business day for your item to be delivered
  • Contact UPS hotline International: 1-800-782-7892

 

If you have further concerns, I recommend reaching out to your local customs office, as they usually have more immediate answers regarding shipping than we do.

 

Even so, should you have any further questions or concerns, please feel free to reach out to us! We're always happy to help in whatever way we can. 

 


WHAT IF I NEED TO RETURN SOMETHING?

No worries! Contact us right away and we'll help & guide you through the process - we'll send you a prepaid mailer to send the item back.