How can we help?
Ordering
When will my order ship?
Please allow 1-3 business days for your purchase to be processed and shipped for all in-stock items - this does not include shipping times. If there's a problem with your order. In that situation, we will contact you as soon as possible using the email address provided on your order.
You will receive a shipping confirmation with a tracking number after your order has been packed and shipped out with the respective carrier.
What payment methods do you accept?
We accept major credit cards such as Visa, MasterCard, Gift cards, American Express, and Discover or direct payments through GooglePay, PayPal or ApplePay.
What currency are the prices listed in?
All of our pricing is in American dollars (USD). However, we offer a currency converter that will change the currency listed automatically based on your location.
What size should I buy?
If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.
Can I cancel my order?
We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.
Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.
What is your return and exchange policy?
If you wish to return an item from your order it must be arranged within 30 days of your Order Purchase Date. Refunds will only be processed back on the original method of payment. Returns with a gift receipt may only be returned for an exchange or store credit. Items marked as the final sale may not be returned or exchanged.
For more details - visit our return and exchanges policy. We reserves the right to refuse a return and may not be exchanged if it is in non-sellable condition and will be returned at your expense.
How do I use promotional/discount codes?
You may apply a discount code to your order at the checkout screen by entering the relevant code in the appropriate text field.
*Please note that during site-wide sale events, only one (1) promotion coupon/discount code may be used per order, and limits may apply.
How do I know if my order is on final sale?
Items on our website marked down by 20% or more are final sale. Your item is not final sale if you have a promo coupon for 20% off a regular priced item.
Can I change my order?
If you wish to make any changes to your order such as size, color, or address change. please inform us within 30 minutes of the order confirmation time. We can't guarantee that this change will be made, but we'll do our best.
We will not be able to add items to your purchase; you will need to place a new order.
What if I want to speak to someone?
We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.
What if I received my order and is faulty or incorrect?
We are sincerely apologetic that there is a concern with your order. Please contact our friendly Customer Care for personalized support. (Please quote your order number with your inquiry)
Shipping
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
How much does shipping cost?
We offer Free Shipping on orders over $50 (USA and Canada only). Shipping is calculated at checkout based on location. Add the items to your cart and select your country from the list to get a shipping price.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
How long does shipping take? What shipping methods do you use?
All orders are shipped via USPS. Please allow 2-4 business days for orders to be processed after your purchase is complete.
Domestic Shipping (within the USA):
Standard Shipping (USPS First Class and Priority): 5-10 business days
Express Shipping (USPS Express Mail): 2-3 business days
International Shipping (varies per country):
First Class International: 3-5 weeks (customs processing times vary)
Priority International: 10-15 business days (customs processing times vary)
Why was my order partially shipped?
Your order may be shipped in multiple parts because we may fulfill orders from multiple locations. Every time a new label is produced, you will receive shipping confirmations for the products dispatched.
What should I do if my package was returned back to the sender?
If your package gets sent back to our warehouse due to an incomplete or incorrect address, our team will contact you to confirm your correct address before shipping it out again.
Customers will be subject to paying additional shipping charges for the re-shipment of their package.
Please double check the shipping address and confirm any unit/apartment numbers before completing the order.
Can I change my shipping address?
If you need to make an address change, please email us through our contact page within 30 minutes of the order being placed. We will try our best to change the shipping address but we can’t make any guarantees. However, once a label has been generated - we cannot change the shipping address.
Please double check the shipping address and confirm any unit/apartment numbers before completing the order.
How long does it take for my package to arrive?
Within the USA: 5-10 business days
Canada: 5 -15 business days
International: 4-22 business days
Eff! My package was lost, stolen, or damaged!
Oh no! Please file a claim with the shipping carrier first, then contact us letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.
Are there any customs or duties for international orders?
We are not responsible for any customs or duties imposed by your country on imported goods when placing an international order. Customs and taxes are not included in or reflected in the pricing on zayline.com.
Returns & Exchanges
What is your return and exchange policy?
We want you to be 100% satisfied with your Zayline purchase - so we’ve made our return and exchange process as seamless as possible for you.
Regular-priced items are eligible for exchange or refund within 15 days of the ship date. Items purchased on sale or marked down are eligible for an exchange or store credit only within 15 days of the ship date. All items that are marked as final sale are not eligible for returns or exchanges of any kind. For more details - visit our return and exchanges policy. Zayline Inc. reserves the right to refuse a return and may not be exchanged if it is in non-sellable condition and will be returned at your expense.
Please note that washing the item(s) will void the return policy, and we will no longer be able to accept the item as a return.
I am expecting a refund. How long does this take?
Please allow 6-12 business days for us to receive your order. Heads up—it may take up to 10 business days for us to process your return. Once your items have undergone (and passed!) inspection, we will issue your refund to the original form of payment and will notify you of your refund via email. After your refund has been issued by us, please allow 2 additional business days for those funds to be posted to your account. Please note that your refund may only be credited to your original method of payment.