Order Delays & Non-Delivery

Orders may occasionally be delayed due to pickup issues or incorrect addresses. Please check with your local post office before filing a dispute. Delays are eligible for review after:

• USA: 45 days from departure
• Brazil: 110 days due to customs delays
• Other Countries: 100 days for certain shipping lines

Orders Not Received: If tracking shows your order as "delivered," no refund or resend will be provided. If the package was not received, a non-delivery certificate is required from your local post office.

Damaged, Incorrect, or Missing Products

Damaged Products:

• We offer a full refund or replacement for severely damaged items.
• A partial refund will be provided for minor damage (e.g., small scratches).
• No refunds are issued for packaging damage resulting from international shipping.
• Claims for electronics must be made within 30 days.

Incorrect or Missing Products:

• A full refund or replacement will be provided for incorrect items.
• A partial refund or resend will be provided for missing non-critical parts.
• For sizing issues, please include a photo with clear measurements.

Order Cancellations

We process orders quickly to ensure timely delivery, but we understand mistakes happen.

• A full refund will be provided if the order is canceled before processing or shipping.
• No cancellations or refunds are permitted for customized or pre-order items once paid.

How to Submit a Dispute

Disputes must be filed within 7 days of delivery or the expected delivery date. Once an order status is marked "closed," no disputes can be opened. To ensure a smooth process, please:

• Include clear photos or videos of the damaged products.
• Include screenshots of your complaint (displaying name, date, and content).
• Return the product if requested by our support team.

Returns & Service-Based Products

Returns:

• Returns must be authorized in advance and shipped within 30 days of receipt.
• Unauthorized returns will not be processed.
• Returns are only accepted at our designated warehouses.

Service-Based Products:

• Services (such as custom packaging or photography) are non-refundable once fulfilled.
• No refunds are provided for service products unless they are inspected and deemed low-quality prior to fulfillment.

Force Majeure & Shipping Limitations

We are not responsible for delays caused by uncontrollable events (Force Majeure), including but not limited to:

• Natural disasters or epidemics
• Customs delays
• War or civil unrest

Shipping & Destination Limits: No disputes are allowed for non-trackable shipping methods (e.g., PostNL, Electric PostNL, CJPacket EUB, CJPacket Postal Route, CJPacket Railway Economy). Furthermore, disputes may not be accepted for regions with known high-risk delivery limitations.

Unacceptable Disputes

Please note that we do not accept disputes or issue refunds for the following:

• Change of mind or buyer's remorse.
• The product looks different than expected (without actual manufacturing defects).
• Delays resulting from customs clearance or natural events.
• The wrong item was ordered, or an incorrect shipping address was provided.
• Minor issues such as material odors, deleted tracking info, or standard customs inquiries.

Need Help?

If you're unsure whether your order qualifies for a refund, resend, or return, please contact our customer service team. We’re here to help make your shopping experience smooth and worry-free!

Email: support@zerao.shop