Order cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
Refunds (if applicable)
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 business days not including 2-5 business days processing);
- you receive the wrong item;
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
You can submit refund requests:
- In 14 business days after the order is delivered (If 14 days have gone by since the receipt of your purchase, unfortunately, we can’t offer you a refund or exchange.)
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- To complete your return, we require a receipt or proof of purchase.
- Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, damaged or missing parts for reasons not due to our error
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Refunds – Colour
Colors may differ based on the device you’re viewing the website on. As such, we will not provide a refund based on a change of color or the color not being as you expected.
Refunds – Wrong Size
To be eligible for a return for the wrong size, there must be proof that a Soothing Bed representative provided you the recommendation based on the needs provided.
If you have placed your order just using the example breed and not measuring your cat/dog, unfortunately, a refund will not be processed. The purchaser is liable for measuring their cat/dog and referencing the size chart on the website to ensure the correct size is ordered.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at support@Zenorzen.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Lost or Stolen Packages
Zenorzen.com is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Zenorzen.com will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@Zenorzen.com. We will also let you know where to return an item.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, email support@zenorzen.com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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