Help center & FAQ
Where are you located?
Our main offices are located in London, but our team is originally from Canada. Our friendly and hard-working support team is from the Singapore and they are ready to answer any of your questions :)
Refund & Replacement Policies
If you received an item that is damaged or faulty we will happily replace the item at no additional cost to you. Please contact us within 48 hours after receiving yours. And make sure you provide some pictures of the damaged item.
Our store do not accept Returns or Exchanges, once an item has been received it cannot be returned. We can only offer you replacements at no additional cost if it falls under below criteria:
Items are faulty – damaged/broken or soiled upon arrival.
Parcels that is lost in transit.
We do not accept returns or refunds if customer changes their mind after receiving their order(s).
Note: Zone Gears will not be held liable to any lost or misroute parcels. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
Do you ship internationally?
We ship worldwide.
How do I track my package?
You can check on the status of your order at any time by going to the following link: https://zone-gears.com/apps/parcelpanel Order Status. You can also reach out to our customer support desk at
firstname.lastname@example.org to ask questions anytime.
Can I cancel my order once it is placed?
As soon as you place your order, we immediately process it in our inventory so unfortunately, you cannot cancel placed orders after 6 hours of placing the order. Be sure that you are 110% sure about purchasing the product before proceeding to checkout. But, if your case is a special one, please send us an e-mail and we will be sure to see what we can do.
Do you accept returns?
Email us at email@example.com with any issues within the first 30 days and provide us with pictures if there is something wrong with your product.
If you do not email us prior to returning or shipping the item(s) to our warehouse, we will refuse the return package and have it shipped back to the customer at their expense.
We ONLY accept returns, we do NOT process exchanges.
How long does it take for an order to arrive?
Once shipped, your order will arrive within 7 to 27 business days, and some times it can take up to 6 weeks , depending on how fast customs clearances takes place and due to having multiple warehouses overseas.You’ll receive an email confirmation once your order has shipped. Feel free to email us to check on your order status. We're happy to help. firstname.lastname@example.org
What happens if my package is lost?
While we are not responsible for any lost packages, we want to ensure you do receive the products you ordered. If you believe your package has been lost, please contact us at email@example.com. From there we will work with the shipping carrier to determine whether the package is lost in transit or still en route.
Shipping carriers typically request up to 21 days to find lost packages after the last update on the tracking was made. We ask our customers to wait 10 days after filing a claim to see if the package can be found by the shipper before we issue a code for reorder. We will also require a signed statement that you, the customer, did not receive the package.
Where can I contact you in case of concerns with the products?
You can reach us by sending us an e-mail at firstname.lastname@example.org or by going to the "contact us" page in our website.
If you have more questions that are not in this FAQ, feel free to send us an e-mail to email@example.com