At ZongGlass.com, we’re committed to ensuring every order arrives safely, discreetly, and on time. Each Zong® piece is hand-blown, packaged with care, and shipped securely from our U.S. facility to your doorstep. This Shipping & Return Policy explains how we process, ship, and handle returns or exchanges for purchases made through our website. By placing an order on ZongGlass.com, you agree to the terms outlined below.
1. Order Processing and Handling
Every order is carefully prepared to ensure safe transport and accurate delivery.
Processing Time: Orders are generally processed within 5–7 business days (Monday–Friday, excluding holidays).
Early Shipments: Many orders may ship sooner, depending on product availability and order volume.
Order Confirmation: Once your order is placed, you’ll receive an email confirmation with a summary of your purchase.
If any issues arise with your order (such as inventory shortage, payment verification, or address clarification), we will contact you promptly via email only at the address you provided during checkout.
2. Shipping Methods and Carriers
We use reputable carriers such as USPS, UPS, or FedEx for domestic deliveries. Our goal is to ensure your order arrives safely and in perfect condition.
Shipping Region: We currently ship within the United States only.
Delivery Time: Once shipped, most packages arrive within 3–7 business days, depending on the destination and chosen carrier.
Tracking: You will receive an email containing your tracking number once your order has shipped.
All shipments are packaged discreetly with minimal branding to protect your privacy.
3. Packaging and Discretion
Your privacy and satisfaction are our top priorities. Every Zong® piece is double-wrapped, cushioned, and securely boxed to prevent damage during transit. We use plain packaging with no references to smoking products or brand graphics on the exterior.
Inside, your order includes:
Your product(s) safely wrapped and labeled.
A protective layer of eco-friendly filler material.
A discreet packing slip for your records.
We understand that many customers value privacy, and our shipping practices are designed to ensure a smooth, discreet delivery experience.
4. Shipping Charges
Shipping costs are calculated at checkout based on your location, carrier selection, and package weight. Orders over certain promotional thresholds (e.g., free shipping offers) will be clearly marked on the website during checkout. Shipping fees are non-refundable, except when an order is canceled before shipment or returned due to an error on our part.
5. Address Accuracy and Delivery Issues
It is the customer’s responsibility to provide a complete and accurate shipping address at the time of checkout. ZongGlass is not responsible for delays, lost packages, or delivery failures caused by:
Incorrect or incomplete shipping information.
Missing apartment, suite, or unit numbers.
Refusal to accept the package.
If a package is returned to us due to address issues or non-delivery, we will contact you by email to arrange reshipment. Additional shipping charges may apply.
6. Lost, Damaged, or Stolen Packages
We take every measure to ensure your order arrives safely, but once the package is handed over to the carrier, responsibility transfers to the shipping service.
Lost Packages: If your package shows as “delivered” but you did not receive it, please check with your neighbors, building manager, or local postal office first. If unresolved, contact us at [email protected] within 7 days of the marked delivery date.
Damaged Items: If your item arrives damaged, please email us photos of the packaging and product within 48 hours of delivery. We’ll review your case and arrange a replacement or partial refund as appropriate.
Stolen Packages: Unfortunately, we cannot be held responsible for theft after confirmed delivery. We recommend providing a secure shipping address or opting for signature delivery when possible.
7. Order Cancellations
Orders can be canceled within 24 hours of placement if they have not yet entered the shipping process. To request a cancellation, email us immediately at [email protected] with your order number.
Once an order has shipped, it cannot be canceled. However, you may submit a return request once the order arrives.
8. Returns and Refunds
We want you to love your Zong® piece. If you’re not fully satisfied, we offer an easy return process — provided the item remains unused and in its original condition.
Eligibility for Return
You must submit a return request through our website within 7 days of delivery.
The product must be unused, undamaged, and in its original packaging.
Returns showing signs of use or tampering cannot be accepted due to health and safety regulations.
Return Process
Log into your account or visit our Return Request page.
Submit your order number, email, and reason for return.
Our team will email you with return authorization and instructions.
Ship the product back using the provided details.
Please note: Return shipping costs are the customer’s responsibility unless the item was received damaged or incorrect.
Refunds
Refunds are processed once the returned item is received and inspected by our team.
Refunds will be credited to your original payment method within 5–10 business days.
Shipping fees and taxes are non-refundable unless the return is due to our error.
If the returned product does not meet our return criteria, we reserve the right to deny the refund or issue store credit instead.
9. Exchanges
We currently do not offer direct exchanges. If you wish to replace a product, please initiate a return for a refund and place a new order for the desired item.
10. Non-Returnable Items
For safety and hygiene reasons, certain items cannot be returned once opened or used. These include:
Used pipes, rigs, or accessories.
Items damaged due to mishandling after delivery.
Clearance or final-sale items.
11. Defective or Incorrect Orders
In the rare event that you receive an incorrect or defective item, please contact us at [email protected] within 7 days of receipt.
Include your order number and clear photos of the item(s).
We will verify the issue and provide a prepaid return label (if applicable).
We will send a replacement or issue a full refund.
We stand behind the quality of our products and will make things right as quickly as possible.
12. Refund Timeline
Once your return is approved and inspected:
You’ll receive a confirmation email.
Refunds are typically processed within 5–10 business days via your original payment method.
Your bank or credit card provider may take additional time to post the funds.
13. Shipping Policy Modifications
ZongGlass reserves the right to update or modify this Shipping & Return Policy at any time without prior notice. Changes will take effect immediately upon posting on this page. The “Last Updated” date reflects the most recent revision.
14. Governing Law
This Shipping & Return Policy is governed by and construed in accordance with the laws of the State of Arizona, USA. Any disputes arising from this Policy or related transactions shall be resolved exclusively in the courts of Maricopa County, Arizona.
15. Contact Us
For any shipping, tracking, or return inquiries, please reach out to us at:
📧 Email: [email protected]
🌐 Website: https://zongglass.com
All communication is conducted via email only. Our team typically responds within 24–48 hours (Mon–Fri).
By placing an order on ZongGlass.com, you acknowledge that you have read and understood this Shipping & Return Policy and agree to the terms stated herein.
