FREQUENTLY ASKED QUESTIONS

As soon as your parcel is packed and leaves our facility, you will receive an automated dispatch confirmation email containing your tracking number and live tracking link.

Please allow up to 24 hours for the tracking carrier to scan and update transit milestones on their network.

To ensure fast turnaround, our logistics team begins packing orders promptly. If you need to update a delivery address or adjust an item, please contact hello@esstride.com immediately with your Order ID.

While we cannot guarantee changes once an order enters the dispatch queue, we will do everything possible to accommodate your request.

Order confirmations are generated automatically. If it does not appear in your primary inbox within 5 minutes, please inspect your spam or promotions folder.

If still missing, you may have entered a mistyped email address at checkout. Contact our support team with your full name and we will reissue your confirmation.

All orders are inspected, packaged, and dispatched directly from our facility in Brisbane, Queensland, Australia.

Domestic Australian deliveries via standard transit typically arrive within 3 to 6 business days, while Express Post arrives within 1 to 3 business days.

Yes. We ship worldwide via trackable international courier partners. Standard international delivery typically takes between 7 to 14 business days depending on customs clearance and destination country.

International shipments may be subject to local import taxes, customs duties, or fees imposed by the destination country.

Every piece of ESSTRIDE gear is enclosed in a protective presentation box designed to prevent any transit scuffs or impacts.

Our outer shipping mailers are lightweight, recyclable, and weather-resistant to keep dead weight and excess waste to an absolute minimum.

We accept all major credit and debit cards (Visa, Mastercard, American Express, UnionPay), as well as accelerated checkouts via Apple Pay, Google Pay, Shop Pay, and PayPal.

Yes. Our checkout is powered by Shopify's Level 1 PCI DSS compliant payment gateway with end-to-end 256-bit SSL encryption.

ESSTRIDE never sees, stores, or processes your raw card numbers or CVV details on our servers.

Prices are defaulted to Australian Dollars (AUD) inclusive of 10% GST. For international customers, our currency switcher converts prices in real time based on your location.

We offer a voluntary 30-day return policy. If you decide your purchase is not right for you, you may return the item within 30 days of delivery for a full refund or store credit.

Items must be unused, unwashed, and returned in their original packaging with all tags and protective sleeves intact.

Our goods come with statutory guarantees that cannot be excluded under the Australian Consumer Law (ACL).

If an item arrives damaged or contains a manufacturing fault, contact hello@esstride.com with photos and your Order ID. We provide a prepaid return label and arrange an immediate replacement or full refund.

For daily maintenance, wipe down hardware surfaces with a soft, dry microfibre cloth to remove fingerprints and dust.

Avoid harsh chemical cleaners, industrial solvents, or abrasive pads, as these can wear down protective surface coatings over time.

Our name combines “ES” (Ease) and “STRIDE” (Forward motion). We believe good design is reductive: removing what isn't needed, refining what remains, and engineering gear that fits naturally into everyday life.