If your order is overdue, first determine whether it has been shipped out or not. To do this, Log In to your account, and click on "Order Status/Tracking".
If Your Order Has Already Shipped
You will see a tracking number that allows you to locate your package in transit and estimate how soon it should arrive. Tracking your package through the shipping process can alert you to any carrier delays or errors. If you suspect error, please contact our customer service department immediately at (510) 897-1890, so we can help rectify the situation.
If Your Order Has Not Shipped
Check the product's processing time. "In Stock" products typically require 1-2 business days processing time and some items require 2-3 business days or more.
When orders are outstanding for more than 2 weeks, we will automatically cancel the order and notify you via email.
To inquire about the status of an overdue order, send an email to service@ZipZoomfly.com or call us at 510-897-1890. We are typically able to send a response within one business day.
Missing Something from Order
If you think your shipment may be missing part of your order, check to see if all of your parts have been shipped. Your order items are shipped to you as soon as they are processed; if one or more items require additional processing time, we do not delay shipping the remaining items. To verify what items have been shipped to you, view your packing slip, or Log In to your account, and click "Order Status/Tracking".
If an item is missing from your order, or if you received incorrect or damaged items, please accept our sincere apologies. Provide us with the details of your purchase through our Contact Us Forms, or call us at (510) 897-1890 so we can remedy the situation as quickly as possible.
Claims for must be reported within 15 days from the date item is shipped.
Why isn't my order going through?
If you are having difficulty placing an order, there may be an error with your personal or credit card information. Please read the following information before contacting a Customer Service Representative.
Is your billing address correct?
Your cardholder name and billing address provided must match exactly with your credit card issuing bank's records. If you have recently moved, please make the necessary changes with your credit card issuing bank. Be aware that it may take a few days for the bank's system to update new addresses and name changes.
If you are uncertain of your information for any reason, please contact your credit card issuing bank to verify the correct information, before attempting to place your order again.
Have you attempted to place the order more than twice?
Each time you attempt to place an order online, a "pending charge" for the full amount of your purchase will be posted on your credit card account. Your credit card will not be charged until the order is shipped (in entirety or partially.)
If you attempt an order more than twice and the billing information you provided was incorrect in any way, your order will not go through. Correct the information and call the credit card issuing bank to remove the existing pending charge before resubmitting your order. If you need assistance, please feel free to contact a Customer Service Representative at (510) 897-1890.
Is there a daily credit limit on your credit / debit card?
In an effort to minimize online fraud, many credit card issuing banks have set a daily credit limit for Internet Purchases on the issued credit or debit cards. Please check with your credit card issuing bank to find out if there is a daily credit limit on your card for Internet purchases.
If none of the above apply and you are still having difficulty placing your order, please call Customer Service at (510) 897-1890 for assistance.
Backordered and Out of Stock Items
Backorder Notification
If an item in your order is unexpectedly backordered, you will receive notification within 1-2 business days of the date you placed the order. If we expect the item to remain out of stock for more than two weeks, we will automatically cancel the item from your order and inform you of this via email. If you wish to cancel the backordered item from your order, follow the instructions included in the email.
"Back in Stock" Alert Service
Customers wishing to receive notice when the item is in-stock, can do so through our "Back in Stock Alert", available within the product page. The email address you provide will only be used for this alert and for no other purpose.
Refunding Cancelled Backorder Items
All items in your order are charged to your credit card at the same time. If you cancel a backordered item from your shipment, we will credit your card for the amount of that item. It generally takes between 3-5 business days for the credit to be processed. If you pay by cashier's check or money order we will mail a refund check to your billing address.
