If your order is marked as delivered, but you didn't receive it, contact us here
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.
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 promo 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! If you check spam or promotions, our response may have been filtered elsewhere.
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.
We use USPS, UPS and local courier partners. You’ll be asked to select a delivery method
during checkout.
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 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!
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/Orders
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.
- 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.
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 withing 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.
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!
