FAQs

Shipping and Delivery

Orders typically ship within 3-7 days. Shipping times vary based on the individual store and destination, and normally take approximately 2-4 weeks to reach their final destination to you.

How can I track my order?

If you want to check the delivery status of your order, please contact us by email at care@zenafgear.com.

How much does shipping cost?

We strive to maintain low shipping costs. The shipping price associated with each item is displayed at checkout. The cost varies depending on the size, weight and destination of your order. Since items may ship from multiple stores, shipping costs are applied separately by item ordered.

Where does my order ship from?

ZenAF Gear is a global platform, connecting customers with suppliers from across the world. Your order could ship from a variety of locations depending on the store's location.

Will my order be shipped in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you specified combined shipping. Please keep this in mind when receiving deliveries.

Do I have to pay duties and taxes?

We are required by law to state the full value of your order for customs purposes; however most of our customers have reported having no issues with parcels being stuck at Customs. However, unfortunately we cannot control whether or not these charges will apply in your country and cannot tell you the cost of such fees, since customs policies and import duties vary by country.

For any questions you may have, we recommend that you contact your local customs office for clarification. You still may be subjected to duties and taxes at the Customs in the event your parcel is being withheld there. Please feel free to inform us (care@zenafgear.com) if this this happens to you, and we’ll assist you as much as we can.

How do I change my shipping address?

If you want to change the address of your order, please contact us by email at care@zenafgear.com within 6 hours of the time you placed your order.

Once your order has shipped, it's no longer possible to change the address. We recommend contacting your local post office with your tracking numbers to see if they can reroute your order to another address.

Refund Policy 

We take 100% responsibility and will replace or refund an item in full within 14 days of delivery in the event that:

• Package lost in transit
• Item is received in unusable condition
• The wrong item was sent (style/size/color)

Simply contact our support team at care@zenafgear.com. if you have any questions regarding your return. We will require a picture of the product and a copy of the receipt in order for us to process the return. For any product valued over $50 you should consider purchasing shipping insurance.

Any product you return must be in the same condition you received it, unopened and in the original packaging. Please keep and email the receipt.

Refunds are not granted in events where the customer made mistakes on his or her order such as:

• A wrong shipping address was entered
• A wrong item was ordered
• The wrong variant (colour/style/size) of the item was ordered
• The item broke during usage

No refunds on FREE plus shipping items.

30-day refund on retail items.

To begin initiating a return, within 14 calendar days of delivery, please return your item to our address below and reach out to our customer support team at care@zenafgear.com to confirm the return.

Can I exchange an item?

Unfortunately, we currently don't offer item exchanges. We may be able to help replace an order if it doesn't meet your satisfaction. Please email us at care@zenafgear.com for more help.

Terms & Conditions:

• We encourage customers to carefully read our Returns Policy and to please make sure all the items are eligible for return to avoid disappointment.
• We only provide store credit for items purchased with a discount or discount code of 25% or more, from our full retail price.
• Due to the custom-made nature and printing of some of our handmade products we can not accept returns/exchanges or offer refunds for any handmade item.
• Refunds or store credit will be issued within 30 days from the date we receive your return at our return address (listed above).
• You have 14 calendar days from the date your receive your order to initiate and return your item(s) for a refund or store credit. Any returns not made within this window will be rejected.
• Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt.
• We provide a refund to your original payment method for all full-priced items.
• Exchanges are provided through store credit for eligible items only.
• We do not provide a return label or pay for returns shipping.
• Items must be in their brand-new, unused condition and original packaging to be eligible for a refund.
• Items returned to us that are not eligible for a refund or store credit will be discarded or sent back to you at your own expense.
• All items purchased with a gift card or store credit are not eligible for return. Gift cards purchased and store credit issued by ZenAF Gear cannot be exchanged or refunded.
• All shipping charges and governmental taxes are non-refundable.
• Cancellations are only accepted for full-priced items, within 60 minutes after an order is placed. Please if you have to cancel your order for any reason reach out to us immediately at care@zenafgear.com if you are able to cancel within the given time frame.  We process orders as quickly as possible so cancellations are time sensitive.

If you have any questions at all regarding our Returns Policy please reach out directly to us at care@zenafgear.com and one of our customer support specialists will help within 24-48 hours Monday-Friday, 9-5 eastern standard time.