You may be wondering what exactly the process is for requesting a refund or returning/exchanging a product from Zendrop. This is useful information for yourself as well as for your customers. We want your order fulfillment process to be as smooth as possible, so we've covered everything you need to know about refunding, returning, and exchanging products below.
Subscriptions
Zendrop will issue a refund for the most recent subscription charge if:
The refund request is made within 5 days of the charge.
You have not used any order credits to fulfill orders.
Order Credits
For a detailed breakdown of order credits, click here.
Order credits received via promotions are non-refundable and non-transferable.
Order credit top-ups are refundable on a case-by-case basis.
Only unused amounts will be considered.
Refunds will be issued back to the original payment method only.
Shipped Orders
Order Delays:
If an order lacks tracking information, is in transit, is pending, or expired beyond 60 days from the original shipping date (45 days for U.S. orders and 110 days for Brazil), Zendrop will offer a refund or resend the product at Zendrop’s expense. Exceptions apply to certain shipping methods and destinations.
Delivered Orders:
Zendrop will not process refunds or replacements if the tracking information indicates the order was delivered. In cases where the package wasn’t received, a non-delivery certification from the local post office is required for a refund or replacement.
Damaged Products:
A full refund or replacement is provided for items that arrive damaged within 30 days of delivery. All refund or replacement requests for damaged products will need to be validated through photo or video evidence submitted to Zendrop for approval prior to a refund being issued.
Important Note: In most cases, customers don’t need to return the product to Zendrop to get a refund or replacement.
Incorrect or Missing Products:
A full refund or replacement will be provided for incorrect or missing items that were shipped. All refund or replacement requests for incorrect or missing products will need to be validated through photo or video evidence submitted to Zendrop for approval prior to a refund being issued.
Order Cancellations:
A full refund is available for orders canceled before being processed and shipped by our warehouse. However, certain orders, such as Print-on-demand (POD) and preorder inventory orders, cannot be canceled after payment.