Frequently Asked Questions
Below is a list of frequently asked questions regarding ESP, our online store, and products. We will try and address more questions as they are brought to our attention.
Shipping Questions:
Q: "Do you offer free shipping?"
A: ESP offers Free Economy Shipping on select items with no minimum purchase, such as the NuWell Well Cleaner. We are also offering free shipping on orders over $300 with most products under 6ft long (Exclusions listed below). We also offer free LTL freight shipping on 10' PVC orders over $7,500.
Excluded Destinations: Alaska, Hawaii, and all International Locations.
Excluded Items: Bag Materials, Drums, & Large Well Vaults
Q: "Why do I have 2 Shipping Charges on a single order?"
A: Due to the large variety of products that are offered by ESP, many of the items are unable to ship together due to size or weight issues. Products that are not stock items, are too large or heavy for free shipping, or are shipped directly from the manufacturer, are all examples of this. For this reason, our system calculates shipping as two separate transactions. If you feel the calculation is unreasonable, feel free to contact us so we can verify the amount.
Q: "Can I get a sample of a product?"
A: Unfortunately, no. Our staff is already loaded down and processing confirmed orders. Although we would love to help you confirm a product would work for you, we have discovered in the past that most "sample orders" do not result in a purchase.
Q: "Can I use a PO to purchase products for my company?"
A: We accept PO's from most nationally recognized Environmental organizations. We are in most databases as Environmental Service Products, LLC. or ESP Well Supply. If you aren't sure if we accept PO's from your company, you can message or call to confirm. If you select, "PO for established companies" and don't have a NET account, we will reach out to you regarding payment.
Q: "When will my order ship?"
A: We have a large selection of items in stock. Most orders, of Stock items placed before 2 pm Pacific Time, will ship the same Business Day. There are a few exceptions to this, and if you order with Expedited shipping your order will take priority over ground shipments. Issues are rare but we will keep in contact if we are not able to fulfill your order in a timely manner.
Q: "Are international shipments Guaranteed?"
A: Unfortunately when it comes to international shipments we do not offer guaranteed delivery dates because much of the shipping time relies on the efficiency of the importing country's customs clearance department. Packages that are shipped via International Priority or Economy will give you an estimated delivery window, but those are still bound to the customs department's timeline. That being said, most shipments traveling to a major country arrive within the window of time listed.
Q: "I ordered over the weekend or on a holiday. When will my order ship?"
A: We ship orders out Monday-Friday. Orders placed after 3 pm will ship the next business day for in-stock items. We are closed on major holidays. Orders placed on holidays will be shipped out the following business day. Custom orders or Non-stock items may take longer to process due to that vendor's holiday schedule.
Custom Orders and Non-Stock Items:
Q: "Can you do custom orders?"
A: ESP Stocks thousands of products on its shelf; however, many customers request specialty products or quantities beyond our normal inventory size. These orders are treated as custom and will not be eligible for returns or exchanges. That being said, we have a very knowledgeable staff and a team of suppliers and manufacturers who can help us design what you are needing.
Returns or Exchanges:
Q: "Do you accept returns or exchanges on items?"
A: We work hard to solve all of our customer's issues with products and purchases. We do accept Returns and Exchanges on qualifying orders. You can read more about those conditions on our Returns and Exchanges page
Q: "There was a mistake with my order and I need it fixed in a hurry, who's responsible for this?
A: Although we don't make many mistakes we are human. That is why we ask that you check the packages when received to prevent any project delays. If the items you received do not match what you ordered, we will work hard to fix the problem to the best of our abilities. We will expedite the solution and cover all costs as long as we are notified of the mistake within 7 days of the order being received. Any mistakes brought to our attention after 7 days will be resolved at the lowest cost to ESP.