- Shipping & Returns
Shipping & Returns
ZGO's primary goal is to ensure customer satisfaction.
We guarantee your merchandise will arrive to you in good condition. ZGO takes every precaution and care in packaging our merchandise. But, accidents do happen- so if an item is damaged in transit, it will be replaced at no cost to you. Please contact us if an item has been damaged in shipping. A photo of the damaged item may be required for the replacement. Damaged items must be claimed within 7 days of delivery.
We also guarantee that you will be completely satisfied with your order. If you are not satisfied - we will accept the return of the unopened and unused merchandise*. Some products have a plastic wrap- If the wrap is opened, then the product is considered "opened". We will provide you an exchange or refund per your request up to 30 days of your purchase. All return and exchange items will be charged for the cost of the actual shipment to the customer. A refund will be applied in the same form of payment made for the purchase, less the shipping cost. Please notify us of a return or exchange by an email to: firstname.lastname@example.org
Return shipping is the sole responsibility of the purchaser; and exchange shipping is charged the actual cost of the additional shipment via USPS or UPS. Please carefully repack return merchandise- We recommend that you insure your merchandise with your shipping company to protect you against damages while in transit. The refund will be issued by the original form of payment once the merchandise is received and verified as unopened and in resalable condition. Please address return merchandise to ZGO Return, 600 Castro Street- San Francisco, Ca. 94114.
If an item is returned to us by our shipping company as "undeliverable" (as per, for example, an incorrect address), "unclaimed" or is "refused", then we may charge for the additional costs of the return shipping. A refund will be applied to your account minus the return shipping charge and a 20% restocking fee.
If an item is lost or stolen from a delivery address while in transit or at the destination, then we are not responsible for the replacement of the item and the order is considered delivered.
If the shipping address is input incorrectly and the package has not yet shipped, then the customer must call our customer service number to correct the information within 24 hours. If the package has already shipped, then it may be possible to reroute it; however there is no guarantee. If the package is delivered to an incorrectly placed shipping address, then the customer is responsible for the item and it can not be replaced.
*For Sale Items: Please note that all sales are final for products noted as being on "sale" and can not be returned or exchanged.
*For Perfume products: Perfume can not be returned or exchanged and all sales are considered final.
For Promotions: Any sale promotions do not include Diptyque or Cire Trudon brands.
FREE SHIPPING - ZGO offers FREE SHIPPING on all domestic orders of $75.00* or more- excluding Alaska, Hawaii and Puerto Rico. If your order is under $75.00, then a $7.95 flat rate shipping charge will apply. Shipments to Alaska, Hawaii and Puerto Rico will be charged a flat $20.00 shipping rate via USPS.
Our goal is to get our products to our customers as quickly as possible. We ship via UPS Ground and USPS. When you order from our website, you can expect to receive your products within 2-7 business days. If orders are placed before 12pm (Pacific Time) weekdays, then they will usually ship within 1-2 business day depending on product availability. Orders placed after 12pm(Pacific Time) or on weekends will ship the next business day. If you need expedited shipping, please call before 12:00 P.M. PST or choose your premium shipping options upon checkout. There will be a charge for expedited shipping. The Express shipping option is available Monday through Friday.
*Processing and Shipping time does not include weekends and National Holidays.
We normally have all items in stock, however occasionally an item may be back ordered. If your item is back ordered, then we will contact you and let you know the anticipated ship date. The customer may choose to either wait for the ship date, or receive a refund. We will normally ship all available items immediately, but may ship upon the order being complete.
Checking Order Status:
To check on the status of your order; go to "My Account" and the shipping status will be displayed under "Track Orders".
Your Payment is Secure:
Orders can be placed 24 hours a day, 7 days a week on the ZGO web site. Ordering from ZGO is safe and secure. We utilize SSL Secure Certificates to encrypt all personal data to and from our site. To insure your transactions are secure and safe, our site is verified GeoTrust SSL Certificate. Our site is scanned daily for Malware.
We accept MasterCard, Visa, American Express, Discover, AMAZON Payments PayPal. Your credit card is charged as soon as your order is placed.
We're Here for Your Phone Orders Too:
To place a telephone order, call 1-888-789-47531-888-789-4753 or by Fax 1-888-789-4753. We are here to assist our customers between 11:00 am and 5:00 pm PST, Monday through Saturday. You may also leave a message and we will call you back as soon as possible.
State Sales Tax:
ZGO is required to collect sales tax on orders shipped to any California address. If your order is shipped to any address outside of California, then you are not charged State sales tax.
* Summer Time Delivery
Candles can melt in a very hot climate. So to help ensure that your merchandise is delivered in impeccable condition during the summer months, we will not ship your order on Thursday & Friday to avoid the merchandise sitting over a weekend in a hot delivery truck. Fortunately our San Francisco fog helps with keeping our candle storage cool.