Refund policy

Eastern Standard Provisions Customer Service Policy
At Eastern Standard Provisions, we are committed to delivering the best artisanal snacks on the planet. If for any reason you are not satisfied with your order, please reach out to us at (857) 347-4438 (9 AM - 3 PM EST) or email hello@esprovisions.com.

Order Cancellation & Refund Policy
Once an order has been placed and processed, we are unable to cancel, modify, or issue a refund. Please carefully review your order before completing the purchase. Our products are perishable and cannot be returned or exchanged.

Damaged Products
We strive to pack our products carefully to minimize damage during shipping, but occasional breakage can occur. If your products arrive damaged or contaminated, please contact us directly. We will work to resolve the issue. Please do not return any food products. Refunds are only issued for defective or damaged items. Once approved, refunds will be credited back to your original payment method within 10 business days.

Incorrect Shipping Addresses
Due to the perishable nature of our products, we cannot reroute packages or issue refunds for orders with incorrect addresses. Please verify your shipping details at checkout. The address provided in your order confirmation email is the one we use for shipment.

Shipping & Delivery
Orders typically take 1-5 business days to process before being shipped. Once shipped, deliveries generally take an additional 2-7 days via USPS, FedEx, or UPS. Our pretzels are pre-baked, shipped frozen, and will thaw in transit. Despite this, they remain perfectly safe to refreeze upon arrival. Once thawed, they stay fresh for up to 7 days before needing to be placed in the freezer. When kept frozen, our products are good for up to 18 months. 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 you haven’t received it, please wait one business day before contacting us. Occasionally, packages are marked as delivered when they reach the final carrier’s facility but are delivered shortly after. If your package is lost or damaged, please let us know, and we will assist you.

Questions?
For assistance, please reach out to our Customer Experience Team via the chat icon on the bottom-right corner of the page, email hello@esprovisions.com, or call (857) 347-4438.

Thank you for choosing Eastern Standard Provisions!