Shipping policy

Processing Time

  • Orders are typically processed within 2-3 business days.

  • During product launches, sales, or high-volume periods, processing may take 3-7 business days.

  • Business days do not include weekends or holidays.

Shipping Methods & Transit Times

  • Transit times shown at checkout are estimates provided by the carrier and are not guaranteed.

  • Once a package is in the carrier’s possession, delivery speed and delays are outside our control.

Order Tracking

  • A tracking number will be emailed to you once your order ships.

  • Tracking updates may take 24–48 hours to appear after a label is created.

Address Accuracy (Read This)

  • Customers are responsible for entering a correct and complete shipping address at checkout.

  • If an order is returned to us due to an incorrect/undeliverable address, the customer is responsible for the cost of reshipping. Shipping charges are non-refundable.

Shipping Costs

  • Shipping fees are calculated at checkout based on package size, weight, and destination.

  • Shipping fees are non-refundable.

International Orders (Duties, Taxes, Import Fees)

  • International shipments may be subject to customs duties, taxes, VAT, brokerage fees, or other import charges.

  • These fees are not included at checkout and are the customer’s responsibility.

  • If a package is refused, abandoned, or returned due to unpaid import fees, we cannot refund original shipping costs. Any return-related fees charged by the carrier may also be deducted from the refund.

Lost, Stolen, or “Delivered but Not Received”

  • Once tracking shows Delivered, the order is considered delivered.

    • Check around your delivery location (porch, side door, garage, mailroom)

    • Ask neighbors/household members

    • Contact the carrier for GPS delivery confirmation

      If your package shows Delivered but you can’t find it:

       

     

  • If you purchased shipping protection, claims for loss/theft after delivery must be filed through the protection provider within 7 days of delivery.

  • If shipping protection was not purchased, the customer may need to work directly with the carrier. We will provide reasonable assistance (documentation/tracking) but cannot guarantee replacement or refund.

Damaged Packages

If your order arrives damaged, contact support@zoss.media within [48 hours] of delivery with:

  • Your order number
  • Photos of the product damage
  • Photos of the packaging (including the shipping label)
  • We will help determine the best resolution (replacement, claim, or refund depending on the situation).

Returned to Sender / Carrier Disposals

  • If a package is returned to us, we can reship it once the customer covers the reshipping cost.

  • If a carrier marks a package as disposed, destroyed, abandoned, or unclaimed, we may not be able to recover it. In these cases, refunds/replacements are not guaranteed unless covered by shipping protection.

Changes & Cancellations

  • Orders can only be changed or canceled before they enter processing/label creation.

  • Once an order has shipped, we cannot cancel it.

Contact

Questions? Email support@zoss.media with your order number and we’ll help.