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FAQ

Frequently Asked Questions

Orders

When will my order ship?

All orders are shipped within 24-48 hours excluding weekends.

How long will it be before I receive my order?

Domestic shipments:

USPS First-Class shipping, approx. 2-5 business days.

USPS Priority shipping, approx. 2-3 business days.

USPS Express mail, approx. 1-2 business days.

**Please allow additional time for shipments to APO/FPO addresses.

International shipments:

USPS First Class International, approx 7-21 business days.

USPS Priority Flat Rate shipping, approx 6-10 business days.

USPS Priority International, approx. 6-10 business days.

USPS Express Mail International approx. 5 business days.

Please note delivery may take longer depending on each country and customs, which is out of our control. If your country is known to take long with shipments from the US we recommend using a shipping option with tracking to help expedite your order. The following countries are known to take longer than the estimated 6-10 business days and therefore we recommend upgrading to a shipping option with tracking: Brazil, Italy, Ukraine, Russia, and Israel.

Can I track my order?

All US orders are given a delivery confirmation number which allows you to track your package. For international shipments, the USPS does not provide tracking information for packages shipped using First Class International or Priority Flat Rate shipping. For Priority International and Express International a tracking number is provided.

Checking the status of your order

Your order status will be available instantly after your order has been placed, by simply clicking on the “My Account” link at the top right corner of every page of our site. From there, you will be able to view information about your order. Please contact our Customer Service immediately if you need to change your order. Please be advised that some orders are shipped very soon after placement, it will not always be possible to make changes.

Shipping

Do you offer free shipping?

Yes, we offer free shipping on all US orders over $60, excluding taxes and discounts.

What shipping options do you offer?

We offer three options of service by the US Post Office. We offer First Class Mail with Delivery Confirmation, Priority Mail, and Express Mail services.

How are shipping charges calculated?

Shipping charges for orders below $60 are based on weight per the following:
1-13 ounces, USPS First Class w/Delivery Confirmation, $4.05-$5.05.
1 lb. and higher, USPS Priority Mail Flat Rate, $7.50 and up.

International

Do you ship outside the United States?

Yes we do ship internationally. We offer US Post Office First Class International, Priority Flat Rate International shipping (no tracking), Priority International (with tracking), and Express International services. When you place an order online and enter your address, you’ll find the four shipping options to choose from. Please pick the right option for you and it will automatically calculate the shipping costs.

Are customs charges included in the shipping cost?

Customs charges are not included in the shipping cost. They are additional and vary depending on the country. This is a not a charge by www.zpalette.com.

Do you ship to PO boxes or Military APO/FPO Boxes?

Yes, we ship to both PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.

Payment

Is this site secure?

Yes. We take your security very seriously and understand how important it is to our shoppers. When you place an order on our website, we encode your information using Secure Socket Layer (SSL) encryption technology. This is an advanced consumer online security technique. You will know the site is secure during checkout as the “http” will change to “https” showing the security layer.

Will I be charged sales tax?

Zpalette.com is required by law to apply sales tax to residents of California.

What are my payment options?

We accept all major credit cards and Paypal. Please note your billing name and address must match that of the credit card used or your order will not be approved.

Returns & Refunds

Returns and exchanges

If you are not 100% satisfied with your purchase, we will be happy to accept a return or exchange within 15 days after you receive your shipment from us. Please follow the steps below in order to qualify for a refund or exchange.

1. All returns and exchanges must be pre-approved by us. Please contact us at: cs@zpalette.com and we will provide you with a RMA number that MUST be written on the outside of your return package or ZPalette.com will refuse the package and it will be returned to you. Please note that given the nature of our products, all returns received WITHOUT an RMA number OR not in their original, unused condition, will be subject to a 20% re-stocking fee.

2. Please send the product(s) in their original condition AND packaging along with the RMA number

3. To protect you from package loss and to ensure prompt delivery, we recommend shipping your return package via USPS or insured Parcel Post. Please retain receipts and tracking information for your records.

4. Regrettably, return shipping charges are not refundable.

5. You will be refunded in the manner in which you paid, and refunds will be issued within 2 business days after receipt of your return. Additionally, your refund will reflect the cost of the product(s) less the “Free Shipping” charges to send the original order to you.

6. For exchanges, once items are received we will exchange the item and ship it back free of charge.

7. If you return an item later than 15 days after purchase you will receive a ZPalette.com store credit that is good indefinitely for future purchases at ZPalette.com. Store credit is non-refundable.

Please note: Only products purchased from Zpalette.com may be exchanged or returned for refund. If you have questions about our return/exchange policy, please contact us by phone at 1-818-849-5427 or via email at cs@zpalette.com

Damaged items

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 1-818-849-5427. Please provide the order number along with your email address and phone number for fastest service. In order to replace the damaged item we will need to file an insurance claim. Please retain the shipping box, packing materials and the damaged items for inspection. We may ask for a photo to be taken to help process the claim faster.

Lost items

The US Post Office does not consider a package lost until 21 days have passed for domestic orders and 45 days have passed for international orders since the date of mailing, except for Italy and Brazil which require 60 and 120 days, respectively. After this period an insurance claim can be filed in order to send a replacement.

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