Returns & Refunds
Clear return terms for digital eSIM plans and physical travel products.
Physical products
You may request a return within 30 days of delivery. The product must be unused, undamaged, and returned with its original packaging and included accessories. Contact us before returning an item so we can provide instructions and confirm the return address.
eSIM plans
An unused eSIM may be eligible for a refund if the activation code has not been installed and no mobile data has been consumed. Activated or installed eSIM plans are normally non-refundable because the digital service has been issued to the device. If activation fails because of a verified technical issue, contact us so we can troubleshoot, replace the plan, or provide an appropriate refund.
Refund timing
Approved refunds are returned to the original payment method. Processing normally takes 5–10 business days after approval, depending on the payment provider and issuing bank. Original expedited shipping charges and customer-paid return shipping are non-refundable unless the product arrived defective or incorrect.
Damaged or incorrect orders
Contact us promptly with the order details and supporting photographs. We will arrange a replacement, return, or refund when the item was damaged in transit, defective on arrival, or different from the item ordered.
Return shipping and restocking
Customers are responsible for return shipping on change-of-mind returns. eSimuss covers reasonable return shipping for a verified defective or incorrect item. We do not charge a restocking fee for an approved return that meets the conditions above.
Order cancellations
Contact us immediately if you need to cancel an order. A physical order may be cancelled before dispatch, and an eSIM may be cancelled before its activation code is issued or installed. After fulfillment begins, the return or eSIM terms above apply.
Contact us
Questions can be sent to hello@esimuss.com or +1 (480) 482-9990. Our mailing address is 18140 W Hatcher Road, Waddell, AZ 85355, United States.