Frequently Asked Questions

1. What regions do you currently ship to?

We currently provide shipping services to Europe and other worldwide regions where delivery service is available. Some remote areas may have limited service, longer delivery times, or additional delivery requirements. If you are unsure whether your address can be delivered, please contact us at [email protected] before placing your order.

2. How long does order processing take?

Orders are usually processed within 1-4 business days after payment is successfully received and confirmed. Business days do not include Saturdays, Sundays, or public holidays. Processing may take longer during peak seasons, holidays, severe weather, payment review, or address verification.

3. What are the shipping fees?

For Europe, the shipping fee is €7.99, and free shipping applies to orders of €115.00 or more. For other worldwide regions, the shipping fee is €9.99, and no free shipping promotion is currently available unless clearly shown at checkout. Full details are available in our Shipping Policy.

4. How long does delivery usually take?

Europe orders usually arrive within 8-15 business days after shipment. Orders to other worldwide regions usually arrive within 10-20 business days after shipment. Delivery estimates may vary because of carrier workload, customs inspection, local delivery conditions, holidays, weather, or other events outside our control.

5. How can I track my order?

After your order has been shipped, tracking information will usually be sent to the email address provided at checkout. You can also check your shipment status through our Track Order page. Tracking updates may take 48-72 hours to appear after the package is handed over to the carrier.

6. Do international orders require customs duties or taxes?

International orders may be subject to customs duties, VAT, GST, import taxes, brokerage fees, clearance charges, or other government fees charged by the destination country or region. These fees are generally the customer’s responsibility unless applicable law requires otherwise.

7. What should I do if my package is damaged?

If your package arrives damaged, please contact us at [email protected] within 48 hours of delivery. Please include your order number, photos of the damaged item, photos of the outer packaging, photos of the shipping label, and any other information that may help us review the issue with the carrier.

8. What should I do if my package is delayed or lost?

If your tracking has not updated for an unusual period or your package appears lost, please contact us at [email protected]. We will help review the tracking status and coordinate with the carrier or logistics provider where possible. Final investigation time may depend on carrier procedures.

9. Can I change my shipping address after placing an order?

If you notice an address error after placing an order, please contact us as soon as possible at [email protected]. We will try to assist before shipment, but address changes cannot be guaranteed once the order has been processed, packed, shipped, or transferred to the carrier.

10. What is your return period?

You may request a return within 30 days of receiving your order. Return requests submitted after 30 days will not be accepted, unless otherwise required by applicable law. More details can be found in our Return & Refund Policy.

11. What condition must returned items be in?

Returned items must be in a condition that does not affect resale. Items should be unused, clean, complete, and returned with original packaging, labels, accessories, manuals, gifts, or other included materials where applicable. Items with signs of use, damage, stains, odors, washing, alteration, missing parts, or improper handling may not qualify for return.

12. How do I request a return?

Please contact us at [email protected] before sending any item back. Include your order number, the email address used at checkout, the item you wish to return, and the reason for the return. Unauthorized returns may be delayed, refused, or unable to be matched to your order.

13. Who pays for return shipping?

If the return is caused by our error, such as sending the wrong item, a confirmed defective item, or an item damaged before delivery, Rusty Johnson Inc. will be responsible for reasonable return shipping costs or will provide an appropriate solution. If the return is caused by customer preference, change of mind, incorrect selection, or other non-quality-related reasons, the customer is responsible for return shipping costs.

14. When will I receive my refund?

Approved refunds are issued to the original payment method used at checkout. Once a refund is approved and processed, the refunded amount will usually appear in the original payment account within 7 business days. Actual posting time may depend on Stripe, PayPal, your bank, card issuer, or payment provider.

15. What payment methods do you accept?

We accept secure online payments through Stripe and PayPal. Based on the payment options displayed at checkout, customers may pay using Visa, Mastercard, American Express, Discover, JCB, PayPal, Apple Pay, and Google Pay. Available payment methods may vary depending on device, browser, location, card issuer, or payment provider rules.

16. What currency do you use?

All transactions on eskarum.com are processed in Euro (EUR). Product prices, shipping fees, free shipping thresholds, taxes if applicable, and the final order total will be displayed at checkout before payment is completed. Please review our Payment Policy for more information.

17. Is my payment and personal information secure?

We use secure third-party payment processors, including Stripe and PayPal. Rusty Johnson Inc. does not store full card numbers, CVV codes, or complete payment account login information on our website servers. Our website uses HTTPS and SSL/TLS encryption to help protect information transmitted during checkout, account activity, and customer communication.

18. How do you protect my privacy?

We collect and use customer information to process orders, arrange shipping, support payments, handle returns, prevent fraud, and provide customer service. Customer data is generally retained for 1 year unless a longer period is required by law, tax rules, payment disputes, fraud prevention, or unresolved service matters. For more details, please review our Privacy Policy.