- Frequently Asked Questions
Frequently Asked Questions
We hope the answers below help with your shopping at ZGO. If you can’t find the answer to your question here- our customer service staff are ready to help you by calling our toll free line at (888) 789-4753. Thank you for shopping on our website and we look forward to your continued business.
When will my order ship? Generally, orders that are placed on our website by Noon weekdays, will ship that same day. Orders placed after Noon, or on weekends, will ship the next business day.
What about during Christmas? To insure the timely delivery of your Christmas holiday order, please place your order no later than December 16th.
How will I know you have received my order? When you place your order, you will receive a confirmation email that your order has been placed. If you do not receive the confirmation, you may have entered your email address with a spelling error. Our customer service staff will be happy to send you another confirmation.
Can I shop on your website from outside the U.S. and how much is it? Yes, we welcome international shoppers and can ship to most major countries around the world. Our website recognizes from which country you are shopping and will provide the cost of your shopping cart in your local currency at checkout. You can verify that you are shopping in your local currency by checking the flag icon at the top right of your screen.
Do you have gift cards? We do not accept gift cards on our website at this time. However, you can purchase gift cards for our San Francisco store over the counter.
Will I have to pay sales Tax and how much? If you are shipping to a California address, we collect sales tax, as required by law. If you are shipping to any other U.S. address, we do not collect sales tax. If your destination is San Francisco, California- we are also required to collect San Francisco district taxes.
Destination outside of California: No tax
California destination: 7.5% sales tax
San Francisco destination: 8.75% sales tax
What if I’m an international customer- how much in duties and taxes do I pay? If you are ordering from outside the United States, then the price you pay at checkout will include all of the duties and taxes specific to the country of your residence. You will not pay any additional duties or taxes at delivery. We hope that this makes the total cost of your purchase more transparent and simplifies the delivery of your order.
How can I add Gift Wrap to my order? We are happy to provide gift wrapping service for those special occasions. To select the gift wrapping service, please choose “Add Gift Wrap” from the shopping cart, before checkout. You will then be provided our gift wrapping options.
How much is the shipping cost? For any U.S. mainland order- we offer free shipping for any purchase of $75.00 or more; Otherwise, shipping is a flat $7.95.
If you are shipping to Hawaii, Alaska or U.S. territory, shipping is $25.00.
How will I know my domestic order has been delivered securely? All our orders are sent with delivery verification by the shipping courier. You will know your order was delivered by checking the tracking updates and noting that the package is verified as “delivered”. To protect your order of $150 or more, a signature will be required for delivery by the shipping courier.
What if I’m an international customer- how much is shipping? We calculate international shipping costs based on the weight AND size of your package. This is good for you because you can save by adding more items to your shipment. For example, a candle may have the same shipping cost as say- a candle plus a bottle of perfume.
How will I know my international order is delivered securely? If you are ordering from an international address, your order can only be sent to the billing address of your credit card. For the security of your order, it will be delivered to you with a signature required by the shipping courier.
How will I know that my shipment has been sent? Once an order is shipped, you will receive an email with a tracking number. You will be able to track your package using this number by clicking on the link in your email.
What shipping carrier do you use? We use either USPS or UPS for our shipments.
How long does it take for delivery? All U.S. destinations take between two and five business days to arrive from the time we ship. International destinations take up to seven business days.
I need my order more quickly- What do I do? If you need your order delivered more quickly, we are happy to help. Please select from the expedited shipping options on the checkout page.
Can I return my purchase? Yes- you can return your unopened and resalable item to us.
How much will I get back for my return? You will receive the full amount of your purchase, less shipping, credited to your original form of payment.
How do I return my purchase? To return your purchase, please make sure it is unopened and in original condition. Carefully pack the return in the original box and send it to: ZGO Returns, 600 Castro Street San Francisco, CA. 94114
For international returns, please mark the shipping box “Returned Merchandise” to avoid additional duties coming back into the U.S.
What if something is damaged in shipping? If you receive a damaged or defective item, we are happy to replace that for you at no additional cost. Please call, or email, our customer service to arrange for the return of the damaged item and replacement.