Refund policy
Eastern Standard Provisions Customer Service Policy
At Eastern Standard Provisions, we are committed to delivering the finest artisanal snacks. Your satisfaction is our top priority.
If, for any reason, your order does not meet your expectations, please contact us at hello@esprovisions.com. We’re here to help and ensure you enjoy every golden bite.
Order Cancellation & Refund Policy
Once an order has been placed and processed, we are unable to cancel, modify, or issue a refund. Please review your order carefully before completing your purchase.
As our products are perishable, they cannot be returned or exchanged. We appreciate your understanding and are committed to ensuring every order meets our high-quality standards.
Damaged Products
We take great care in packing our products to minimize damage during shipping, but occasionally, breakage can occur. If your order arrives damaged or contaminated, please contact us immediately at hello@esprovisions.com
Important: Do not return any food products. Refunds are issued only for defective or damaged items. Once approved, refunds will be credited back to your original payment method within 10 business days.
Incorrect Shipping Addresses
Because our products are perishable, we are unable to reroute packages or issue refunds for orders with incorrect addresses. Please double-check your shipping details at checkout. The address shown in your order confirmation email is the one we use to ship your order.
Shipping & Delivery
Orders are fulfilled every Tuesday. To receive same-week delivery, please place your order by Monday at 2:00 PM EST.
Once shipped, deliveries are made via USPS, FedEx, or UPS. Our pretzels are pre-baked, shipped frozen, and will thaw in transit. They remain perfectly safe to refreeze upon arrival. Our pretzels remain fresh for up to 18 months when stored properly in the freezer. Sauces should be refrigerated after opening, while salts and sugars can be stored at room temperature.
Missing Packages
If your order shows as delivered but hasn’t arrived, please wait one business day before contacting us. Occasionally, packages are marked as delivered when they’ve reached the carrier’s final facility but are delivered shortly after.
If your package is lost or damaged, please reach out to us at hello@esprovisions.com, and we’ll assist you promptly.
Questions? We’re here to help!
If you need any assistance, our Customer Experience Team is ready to help. Reach out via the chat icon at the bottom-right corner of the page, or send us an email at hello@esprovisions.com.
Thanks for choosing Eastern Standard Provisions - we’re excited to share our artisanal treats with you!