Before bombarding us with emails, please take time to read the following. This section will cover the majority of your questions (mostly about shipping).
For UK customers:
- Go to royalmail.com
- Under the tab receiving mail, click 'track your item'.
- In this tab if you enter your USPS tracking number (i.e. CJ530208440US) Royal Mail will be able to find it and it will show you your closest depot where it is being held at.
- Your paperwork to collect it/re-deliver it should turn up within the next few days or you can just go up the depot with that USPS tracking number.
Q. I live outside the U.S., do I have to pay import taxes?
A. Yes. Like any country, there are import/custom taxes that your country imposes on items over a certain value that come from outside your country. The rates vary and depend on the value and have to be paid prior to picking the items up. We have no control of that because it's law, but are working to minimize those costs for all of our international supporters. Each country has their own different laws and regulations on import taxes. If you're wondering what those costs are, just google your country's name and import/custom tax and it will give you a break down on what you could pay or not.
Q. How do exchanges/returns work here?
A. To exchange or return a shirt is easy.
Item/s need to be unworn, unwashed, unused and have to be returned within 30 days of delivery.
Head to zerofoxtrot.loopreturns.com to get started. Use the order number from your confirmation email.
Note that the returns platform only works for U.S. orders. Please let us know if you have any questions!
Q. I checked the tracking, it states DELIVERED but I don't have it, now what?
A. If the tracking states delivered there is nothing we can do on our end, period. We are not calling you a liar, but we have proof that you're package was delivered, you're word is not proof. Lots of times, it gets dropped off in the dark part of your front yard, in your lock box or other places. Best thing is to contact your local postal office since they can tell you exactly where and when it was dropped off. You have to understand that the postal service cannot scan "DELIVERED" unless it was actually physically delivered..it's illegal to do other wise! So, again, if it states delivered, no paypal claim or court room will favor you, sorry!
Q. Do you deliver to APO/FPO?
A. Yes, we ship to them on the daily basis via regular USPS. Delivery times depend on destination and it can take between 5 days to 2 weeks if not more.
Q. Do you deliver to PO boxes?
A. Yes. But do not use next day, 2nd day and 3 day services for PO boxes because they do not deliver to them. Use standard shipping if your address is a PO Box.
Q. I ordered 3 day ups and I received it on day 4... why?
A. If you pick any of our guarantee services such as next day air, 2nd day air, 3 day air and USPS express, understand that the days mean working business days. Sundays are not working/business days. The shipping days begin the day after the order has been fulfilled. Example, if we ship your order on Monday and you paid for 3 day, you will receive the tracking the same day, but the actual process doesn't begin till Tuesday, because ups has to pick up and process it, so you would receive the order on Thursday, since the actual shipping day is on Tuesday. If you order on Friday, do not count Sunday as a shipping day. All the above apply for all of our guarantee services.
99% of the times, packages arrive on time, if not, you will have to take it up with ups or USPS since they are the ones who guarantee delivery, not us.
Q. I live outside the U.S., how long will it take for my order to get here?
A. Depending on the country, times may vary. It can be from 10 days to a month or longer. Here is why; delays happen (weather, holidays, multiple drop offs, lazy workers etc..) the biggest deal is customs. Each package that comes from outside your country needs to be inspected by them, times for that vary.
Q. It's been a while and my order hasn't arrived... you guys suck!?
A. Okay, delivery of any package is unfortunately beyond our control. Packages do get lost at times or get delayed for one reason or the other, shit happens, but before contacting us and asking us where your order is, understand that all we can do is check your tracking number and tell you exactly what that says. We don't handle the actual delivery of your order; once it's dropped off at the post office, it's beyond our control. So before going into a rage..did you check the tracking number? Did you contact your local post office and demand more info on where your package is? We're not trying to be assholes, but there is little we can do on our end when it comes to packages being delivered. Now, because we care about you and understand that some packages never arrive, we often times replace your order and ship it to you on our dime because we want to make sure you get what you paid and deserve to stay zero, even though the mail is the one who lost your order. With that said, we are not the mail office! They have more resources to locate your package than us!
Q. I placed an order and I have yet to receive any confirmation or shipping info... wtf?
A. Our system automatically sends out a notification to your email (as long as the email address is correct) as each step is taken (fulfillment, shipping + tracking). 8 out of 10 times, it ends up in your spam box (hint: check your spam box).
Q. Do you ship outside of the United States of 'Murica?
A. Yes, we ship international all the time. Just because you live on the other side of the horizon, doesn't mean you can't stay zero!
Q. If I return something but no fault of your own, can I get a refund?
A. As long as the item is not damaged, we will issue a refund upon receiving. Shipping charges are non refundable
Q. Can I return or exchange my ZF silkies?
A. Due to the nature of this product, we cannot accept returns or exchanges of opened silkies products. In short, we can't accept the return of items that have touched your junk. Make sure you pay attention to our sizing guide on the product page.
Q.How do I care for my crystal glass I got from you guys?
A. When you're done using the glass to sip on souls, or your favorite beverage, be sure to clean it either in the top rack of the dish washer, or by hand (this is preferable). Be mindful that premium lead free crystal is sensitive to extreme shifts in temperature. This means that submerging it in hot water, then pouring a chilled beverage in it, can cause it to fracture or break due to the expansion of the crystal. Just like you shouldn't pour your coffee into a chilled wine glass, or chilled rum into a hot glass fresh from the dish washer, you shouldn't induce massive temperature swings on the crystal either.
Q. I live outside the U.S., do I need to put my phone number as part of the order?
A. Yes! When shipping outside of the U.S., the postal service requires a phone number in order to fulfill the customs forms. Trust us, we won't use your number for booty calls and death threats.
Q. I placed an order and it got sent to the wrong address, what now?
A. The address you input at checkout is the same one that gets automatically printed on the shipping label. IE: You put 123 Bum Street, 123 Bum Street will be printed. We do have jedi powers, but only you know where you live. If you notice a mistake, shoot us an email and we'll try to fix it if the package didn't ship already. If you realize it later, do lots of push ups, and re-order. We pay attention to detail, so should you.
Q. How long does it take to fulfill and ship my order once it's placed?
A. 98% of the time, we pack, print and ship the same day or day after.
Q. Your website is cool but there is an extensive use of the word "fuck"... it offends me!
A. Not really a question, but we'll answer it regardless. Go to vagisil.com
Q. Do you have a Facebook page?
A. Yes. Go to www.facebook.com/zerofoxtrot
Q. What about IG?
A. That too. Instagram.com/zulufucxs
Q. This really didn't help, where can I contact you?
A. Email us directly at email@example.com