Your satisfaction with our products is our highest priority. If you are not completely satisfied with your purchase, we provide a transparent 14-day return and exchange window under the terms detailed below.
1. 14 Days Return Window
You have a maximum of 14 calendar days from the documented date of delivery to submit a formal request for a return or product exchange. Requests submitted after this 14-day period cannot be approved for refunds or credits.
2. Return Eligibility Criteria
To ensure a successful return process, all products must adhere to the following strict conditions:
- Items must be completely unworn, unwashed, and undamaged, with no signs of outdoor wear, soil, or altering.
- Merchandise must be enclosed in its original packaging, including the original structural boxes, tissue inserts, and all intact brand tags.
- A valid proof of purchase (such as your Ziitop digital order number or invoice) is strictly required.
3. Return Shipping & Costs
- Customer Remorse / Size Exchanges: If you request a return due to personal preference, a change of mind, or an incorrect size selection, the customer is responsible for organizing the shipment and covering all return postage fees.
- Defective, Damaged, or Incorrect Items: If you receive a factory defect, transit damage, or the wrong item due to our internal logistics error, Ziitop will cover 100% of the return costs. Contact us at [email protected] within 48 hours of delivery with photographic evidence, and our team will provide a prepaid domestic shipping label.
4. Return Address
All authorized returns from the United States must be sent directly to our California warehouse. Please do not mail packages back to the corporate registration address or the manufacturer without prior authorization.
- US Authorized Return Facility: 1521 E Francis St, Unit B, Ontario, CA 91761, United States
5. Step-by-Step Return Process
- Submit a Request: Contact our support desk at [email protected] stating your full name, order number, and specific reason for return or exchange.
- Receive Authorization: Our team will review your request within 24–48 hours and send official return instructions along with an authorization reference.
- Pack and Ship: Place the item box securely inside a protective outer shipping carton to avoid transit damage. Ship the package via a trackable carrier to our Ontario warehouse.
- Provide Tracking: Email your return tracking number to our support desk so our warehouse team can prioritize your package intake.
6. Inspection and Refund Processing
- Quality Inspection: Upon arrival at our California warehouse, your returned inventory will undergo a mandatory quality check within 2–5 business days.
- Status Notification: We will issue an email notifying you whether your return has been approved or rejected based on its physical condition.
- Refund Issuance: Once approved, a refund is immediately generated back to your original payment method. Please allow 5–7 business days for the credit to reflect on your financial statement, depending on your bank’s processing speeds.
7. Order Cancellations
Order modifications or cancellations can only be accommodated within 2 hours of order placement by emailing [email protected]. Once an order enters our automated warehouse extraction queue or is handed to a courier, it cannot be edited or canceled, and the standard 14-day return procedure must be followed after delivery.
8. Contact Us
For all inquiries or guidance regarding our asset protection rules, please reach out via:
- Customer Support Email: [email protected]
- US Warehouse Address: 1521 E Francis St, Unit B, Ontario, CA 91761, United States
- Company Address: A133, 15/A Wah Sang Industrial Building, 14-18 Wong Chuk Yeung Street, Fo Tan, Sha Tin, New Territories, Hong Kong
