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.
Customers can also utilize Zendrop’s tracking tools to verify the delivery status if they have concerns about an order marked as delivered.
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.
Zendrop does not encourage product returns due to high shipping costs, which must be covered by the customer. If a return is unavoidable, Zendrop users can handle the return to their own address rather than Zendrop's warehouse.
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.
Handling Common Order Issues
Unresponsive Customers
If a customer is unresponsive, and the parcel is either at the local post office or has been returned due to an exception, Zendrop recommends the following:
Inform the customer about the package's situation using available contact details.
Use Zendrop dashboard tools to confirm the order and tracking status.
Refund or reship the item only if the customer later requests resolution. Reshipment will initiate a new processing and shipping timeframe.
Returned Packages
When a package is returned due to exceptions (e.g., delivery refused or address issues):
Check the Zendrop dashboard for tracking updates.
Refund or reship the product per the customer's request, if support is contacted later.
Steps for Resolution
To resolve any delivery scenario:
Use Zendrop’s tools to confirm the package status.
Communicate clearly with the customer to identify their preference.
Follow Zendrop policies strictly when determining refunds or reshipments.
If applicable, provide customers with courier contact information for further inquiries.