Orders, Shipping, and Return Policy

Last Updated: Oct 26, 2019

Orders, Shipping, and Return Policy

All defined terms used below shall have the meanings set forth in our Terms and Conditions. See Terms and Conditions.

 

Order Shipments

Please ensure your Billing Address, Shipping Address, and Contact Information (Phone and Email) are as accurate as possible.

We do not change the shipping address on the order after an order is placed. If you need to change the shipping address, contact us immediately to cancel the order before the order is processed and/or shipped. Once cancelled, you may create a new order with the correct shipping address.

We may, at our discretion, verify your order and shipping address by phone and/or email, especially in cases where the shipping address does not match the billing address or where an order is not placed from a logged in account. During the verification procedure, further processing of the order will be placed on hold (no payments finalized; no items shipped; no special orders processed) until positive verification has been confirmed with you. We apologize in advance for any inconvenience this may entail.

In stock items ordered will normally be processed and shipped within 2 to 3 business days, but may take up to 5 business days. We reserve the right to ship free shipping orders through our desired shipping method, which is usually through FedEx or UPS. Shipping times will vary based on shipping method and shipping address. Tracking number(s) will be provided for the order as soon as the shipping label is created and/or the item is shipped.

We may, at our discretion, have the "Signature Required" or "Adult Signature Required" option on the shipment, but it is your responsibility to ensure that you are home during the expected arrival time of your order based on the tracking information provided. If you are not home during delivery of your order when the "Signature Required" or "Adult Signature Required" option is on the shipment, you may have to make other arrangements with the carrier to pick up your package(s).

Special order items will be shipped according to the times specified for each item. See our Special Order Policy "here" for more clarification on the special order process.

If your order still has not shipped within a reasonable time, we will work with you, based on the current shipping status and revised expected shipping date, to see if you are willing to wait longer or would rather cancel the order for a refund.

 

Order Payments

At the time your order is made, an authorization hold with your selected payment method will be attempted to be made. Just because an order goes through, does not mean that an authorization hold was successful. If the authorization hold fails, we will contact you to try and rectify the issue. Often this means cancelling and resubmitting the order with a corrected billing address, calling your credit card company to lift a restriction, or some other account related change. Once we have a valid authorization hold we will begin processing the order.

Payments for in-stock items ordered will be finalized(captured) at the time that shipping labels are created and the item is ready for shipment.

In accordance with our Special Order Policy "here", we finalize(capture) the charge of your payment method for special order items at the time the special order fulfillment request is provided to our supplier. Special order items are clearly designated in the product options list, shopping cart, and receipt/invoice.

 

Order Cancellations

Orders that you submit online are processed immediately and potentially may not be cancelled before the item is shipped. You may need to wait until you receive the merchandise in order to return it. If you wish to cancel an order, contact us immediately at (703) 718-6288 so we may attempt to stop the transaction before the item is shipped.

 

Returns

Only UN-OPENED items within 7-Days of delivery are returnable for a refund. Any original shipping costs will not be refunded. Once an item of merchandise is delivered to you, you can return that item within 7 days of delivery. To be eligible for a return, your merchandise must be un-opened, unused and in the same condition that you received it and must be in the original packaging.

Within 30 days of delivery, items may be returned for a refund on a case by case basis for a restocking fee of no less than 15% of the cost of the items returned. Any original shipping costs will not be refunded. To be eligible for a return for a restocking fee, your merchandise must be unused and in the same condition that you received it and must be in the original packaging.

 

Return Shipping

To initiate a return, please contact us immediately by phone at (703) 718-6288, or by email at support@zoomwheelz.com or by using our contact form so we may initiate the return process as soon as possible. We require a receipt or proof of purchase to accompany your return.

We will specify the shipping address, depending on the items being returned.

You are responsible for paying for all shipping costs for your returned item. Original shipping costs and return shipping costs are non-refundable. If you receive a refund and any part of the return shipping is paid for my ZoomWheelz, the cost of that return shipping will be deducted from your refund. Any original shipping costs will also be deducted from your refund. You should consider using a trackable shipping service or purchasing shipping insurance for items of value.

 

Refunds and Exchanges

After We have received your valid return, We will send you an email to notify you that We have received your returned item and notify you of the acceptance or rejection of your return.

If your return is accepted by Us, We will provide one of the following within a reasonable time: an exchange of merchandise for the item returned, a non-transferable merchandise credit, a credit to the payment card or original method of payment used to pay for the item, a check, or another remedy that we determine in good faith is appropriate in the circumstances.

Any restocking fees and/or shipping costs will be deducted from your refund.

 

General

If you do not comply with any of the above conditions, We reserve the right to refuse the return or exchange, or to impose different or additional conditions.

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