Buyer Protection
We guarantee a 30 days buyer protection program which means you are entitled to a full refund if you do not receive your order within 30 days of shipment.
If your order has not arrived by the date mentioned in your shipment confirmation email please contact us and we will be happy to help. In the unlikely event that a refund is necessary, refunds will be processed using your original payment method (we will refund the original transaction) via either Stripe or PayPal. Please allow 5-10 days for the refund to appear back in your account once it has been processed.
Order Processing Time
All our orders are processed and shipped out within 2 business days.
After the order is shipped out and received by the carrier, we will update you with a tracking link with which you can follow your package and see the remaining shipping time.
Please allow 24 to 48 hours for the tracking information to update.
Shipping Address Changes
If you would like to change the shipping address for your order, please contact us immediately by email and include your new shipping address. Once the order is shipped, we can not alter the shipping address anymore.
Shipping Methods, Costs, and Delivery Times
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order.
We provide the following shipping options:
- Standard shipping for free
- Express shipping for $4.99
The shipping methods and delivery times per region are represented in the table below:
| Country or Region | Standard | Express (Business days) |
|---|---|---|
| USA | 7-9 Business days | 3-5 Business days |
| Canada | 8-10 Business days | 5-7 Business days |
| Europe | 14-21 Business days | 7-9 Business days |
| Australia | 14-21 Business days | 6-8 Business days |
Please be aware that these delivery times can become longer in case your order is placed during busier periods such as near Christmas or Thanksgiving.
Shipping Restrictions
Sadly, we are unable to ship your order to a PO box address.
Packages Damaged, Lost, or Missing While in Transit
If you have a suspicion of your parcel being lost or missing while in Transit, please contact us by email. We can try to contact the shipping company to investigate the issue.
If your package has indeed gone missing, we will send you a new one free of charge or send you a full refund.
If your package has arrived damaged, contact us and we will provide a replacement or refund as soon as possible.
Returns and Refunds
Return Due To Change of Mind
We will happily accept returns due to change of mind as long as the request is received by us within 30 days of you receiving the item.
The item must be returned to us in the original packaging, unopened, unused and in the same condition that you received it.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
The return shipping costs will be paid by the customer. Once we receive the package, the refund will be processed and you will receive the full value of the product as a refund.
Warranty Returns
We provide a 90 day warranty period.
If you would like to issue a warranty claim, the claim should be submitted within 90 days of you receiving the package.
The return shipping will be pre-paid for by the customer, however, we will reimburse you once the warranty claim is successful.
Upon the acquirement of the package containing the products for the warranty claim, we will process your warranty claim within 7 days.
For our full Returns and Refunds policy, we refer you to the Refund Policy.
Customer Service
For questions, support, problems, or warranty claims, please contact us by email at hello@homezenius.com.