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RETURNS AND REFUNDS

  • Returns

    If you are not happy with your purchase and wish to return an item, please contact us via email or phone call within 30 days of receiving your order to be eligible for a full refund. IMPORTANT. Any product you return must be in the same condition you received it and in the original packaging. Only regular-priced items may be refunded. The sale or discounted items are considered final sales and cannot be returned for store credit or refunded to the original form of payment. If the request for a refund is approved, you will be issued a refund minus the shipping cost. All returns must be in original condition with packaging intact.

    For Order Return inquiries, please email support@zoolase.com. You may also call +1 (202) 968-2566. We are available Mon-Fri 9 am-5 pm EST. 

  • Refunds (If applicable)

    Once we receive your item(s) in the condition and manner stated above, we will process your refund immediately and notify you at that time. We will initiate a refund to the payment method used to make your purchase. Once the credit is processed, it will generally reflect in your payment account within 10-12 business days, depending on your card issuer’s policies. Items for medical or personal care are non-returnable.

    For Order Return inquiries, please email support@zoolase.com. You may also call +1 (202) 968-2566. We are available Mon-Fri 9 am-5 pm EST. 

  • Reserved Rights Regarding Refunds

    IMPORTANT. Once a return is initiated, your items have 10 days to arrive in our warehouse. If your items do not arrive within that time frame. We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to: An irregular or excessive returns history an irregular or excessive returns history involving used, altered, laundered, damaged, or missing items; or Potential fraudulent or criminal activity.

  • Exchanges

    Because we can't ensure the item required will be available by the time returned items come back to the warehouse, except in very limited circumstances, we are unable to accommodate exchanges.

  • Returns Shipping Cost Exceptions

    For apparel and clothing items only - If you for any reason ordered an item in the wrong size or just changed your mind and wish to return it, you will be charged the cost of the return plus a 30% restocking fee. If you receive a refund, the cost of return shipping and restocking fees will be deducted from your refund. Before you complete your purchase, please be sure to review the sizing chart for more information on how to order your garments in the correct size. 

  • My order arrived damaged or it's missing.

    If you receive a broken or damaged, defective, or incorrect item, please report to us within 30 days of delivery with a photo of the item and we will issue you a replacement item or a complete refund. If your order appears to be missing but your tracking information indicates your order was delivered, we recommend that you contact your local carrier to confirm if the item was delivered.

    For Order Return inquiries, please email support@zoolase.com. You may also call +1 (202) 968-2566. We are available Mon-Fri 9 am-5 pm EST. 

  • Sale Items

    Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded or canceled

  • Contact Us

    If you have any questions, comments, or concerns about this Refund Policy, please email support@zoolase.com. You may also call +1 (202) 968-2566. We are available Mon-Fri 9 am-5 pm EST.