HELP CENTER
Before emailing please take time to read the following. This section will answer 99% of your questions. Most likely, you want to track your order.
Due to increased holiday volume, USPS delivery times are delayed and not guaranteed. For guaranteed delivery, select a UPS expedited option at checkout.
Frequently Asked Questions
Get your order number and email address and enter them here:
https://www.zerofoxtrot.com/apps/tracktor/track
If your order is marked as delivered, but you didn't receive it, contact us here.
When tracking your order, we suggest using the native shipping method's online tracker as it can provide more information in most cases, websites such as USPS.com or UPS.com.
At this time we are unable to process order changes or address changes once an order has been submitted.
Once an order has been placed on our site, the information is sent to our warehouse to begin the packing and shipping process. Once this process has begun, your order is one of many being worked on, and locating it to make a change is often similar to finding a needle in a haystack. We are unable to complete these change requests, and we're very sorry for any inconvenience this may cause.
The good news is that once your order arrives, you can complete an exchange or return at returns.zerofoxtrot.com. If you have further questions about our return process, you can check out more info here.
If your order is heading to an address you no longer have access to, please feel free to reach out to our team. You can find our contact info here.
Returns/Exchanges
In order to start an exchange or return, just head to returns.zerofoxtrot.com.
To get started, all you'll need is your order number and the shipping zip code from the original order. If you don't know your order number, you can usually locate number by searching for your order confirmation email in your inbox. If you are still not able to find it, you can contact us at sales@zerofoxtrot.com.
To apply a gift card or discount code to your order, enter the exact code in the “Gift Card or Discount Code” window during checkout and click “Apply” or the arrow to be sure your code gets added to your order.
Please note that our site only allows one discount code to be used per order.
Yes! As long the product is on the site, we can send you a style-specific notification once it's back in stock. Just click on the particular style & size, then click on "Email or Text When Avialable" and fill out the form. We'll contact you it's back in stock.
We generally respond to all inbound within 48 hours - often we're able to respond within an hour! Sometimes Gmail email addresses filter our responses to the 'Promotions' folder. Please be sure to check there!
We are open M-F, 8am-5pm CST
Shipping
98% of the time, we pack, print and ship the same day or day after.
It depends on where you are. Domestic orders take 2-5 business days to arrive after shipped. Overseas deliveries can take anywhere from 5-21 business days. Delivery details will be provided in your confirmation email.
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).
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.
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 we do!
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 your package was delivered, your 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!
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.
Yes, we ship to them on the daily basis via regular USPS. Delivery times depend on destination and it can take between 5 to 14 business days.
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.
International Shipping
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!
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.
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.
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.
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.
In order to start an exchange or return, just head to returns.zerofoxtrot.com.
To get started, all you'll need is your order number and the shipping zip code from the original order. If you don't know your order number, you can usually locate number by searching for your order confirmation email in your inbox. If you are still not able to find it, you can contact us at sales@zerofoxtrot.com.
You can return items within 30 days of receipt. As long as the items are not damaged, we will issue a refund upon receiving.
Several items are non-refundable, such as clearance items, Mystery items and Silkies. Shipping charges are non-refundable.
Products
Get 'em here.
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.
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.
We offer returns and exchanges on all eligible purchases so you can get the size that works best for you. Just head to returns.zerofoxtrot.com to get that started!
