Shipping & Refund

Shipping

  1. QR-code-scan installed eSIMs
    1. Your order will be delivered within 6 hours upon purchase. A comprehensive eSIM installation guide as well as the QR code will be sent to you via email.
    2. It’s recommended to order your eSIM about 15 days before your travel, then scan the QR code and install it before departure. The installation will be smoother when you have a good Wi-Fi connection at home than the airport or hotel at your destination. The QR code will expire in 30 days, please arrange a reasonable time range according to your travel plan.
  2. No-QR-code-scan installed eSIMs (Notification installed)
    1. Activation will be by 10:00 AM New York Time (EST, UTC/GMT -5) on the Activation Date you selected from the calendar when placing your order.
    2. Activation typically takes at least 3 days. For rush orders, the activation process can be expedited to 2 days.
    3. Your device information must be sent to us at least 3 days before the Activation Date. The date you provide your device information plus 3 days will be the earliest possible activation date. For example, if your activation date is June 10th, the latest date to purchase your eSIM and send us your device information is June 7th. If we receive your device information on June 9th, the earliest activation date for rush orders is June 11th.

If you can’t receive any email, please contact us at support@eSIME.shop.

  

Refund policy 

eSIME.shop offers a 60-day refund guarantee. For any issues you are recommended to contact us via email, calls or WhatsApp, we will help you solve the problems professionally and timely. 

To issue a refund you orders need to meet the conditions below:

  1. Your eSIM must have been purchased from eSIME.shop.
  2. QR code not scanned, you are qualified for a full refund.
  3. QR code scanned and installed but not activated. Delete the eSIM from your device, send us the screenshot of it for a 95% refund.
  4. For No-QR-code-scan installed eSIMs (Notification installed), cancelation must be requested 3 days before the start date, or 2 days' cost will be deducted.

A full refund is available under the following conditions:

  1. Unscanned and unactivated eSIMs.
  2. No-QR-code-scan installed eSIMs (Notification installed) with an activation date more than 3 days away.

Refund is unqualied for the following conditions:

  1. Successful activation or usage.
  2. Technical issues resulting from device incompatibility, carrier lock, misuse, or factors beyond our control (e.g., network coverage).
  3. Failure to contact our support team or cooperate with technical support to resolve the issue.
  4. For No-QR-code-scan installed eSIMs (Notification installed), it is no longer refundable once the activation date has passed.

Non-Technical Issue Refunds:

  1. This policy covers technical issues only and excludes non-technical matters such as changes in travel plans or dissatisfaction with network performance.
  2. Refunds will not be issued if your device is incompatible with the eSIM or is carrier-locked.

Note:

Once QR code is issued, it will expire in 30 days, and refund is not qualified for expired eSIMs, you can request an exchange for expired eSIMs.

 

How to proceed a refund? 

  1. Please contact us at email: support@eSIME.shop
  2. Neccessary information or proof may be requested. (For example, installed but unused eSIM must be delete to get a refund)
  3. Once refund approved, it will be issued using the original payment method, with timing subject to your payment provider.

 

When & How will refund be done? 

To request a refund, please contact us at support@eSIME.shop with your order number. Our customer support team will check the status of your eSIM and respond within 48 hours to inform you whether your order qualifies for a full refund, partial refund, or if it does not qualify. Once approved, the refund will be processed within 48 hours.

The refund will be back to the account you used when making the purchase. Depending on different banks, money-back time is different. For example, if you paid with paypal, the refund will be back in your balance at once. If you paid with credit card, it will be back to your credit in 3-10 business days depending on different banks.