Customer service

  1. Contact Us
  2. Shopping FAQ
  3. Payments
  4. Orders
  5. Shipping
  6. Returns & Exchanges


CONTACT US

We’re here to help!  If have a question that is not covered below, please feel free to contact us by email at any time or by phone during our normal business hours:


By Phone:
1-877-212-8450
9am to 5pm EST
Monday-Friday

By Email:
info@zindigo.com 

 

SHOPPING

Shopping at Zindigo should always be a fun, exciting experience, and we’ve tried to answer some of the most frequently asked questions below.  

 

Out of Stock Items

If a product is out of stock, or out of stock in your size or desired color, it is possible that we will get more in stock.   Zindigo carries a large selection of brands and they manage their product updates directly.   Sometimes new shipments of products become available. If you would like us to check and see if we have any information about an out of stock product you are interested in purchasing, please contact our customer service team.  We can check for you or help you find something similar to love!

Each Zindigo brand has different timing for inventory updates.  While we strive to keep our site inventory as current as possible, in rare cases an item you order may be out of stock.

 

Price Adjustments

As an online business our prices may change for various reasons, including sales and promotions.  At this time we are unable to offer price adjustments on the difference between the purchase price and the current price, or refund the difference due to a current promotion.

 

Is it safe to order online?

Yes!  Ordering online is safer than ever. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilize industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

This technology includes the following features:

-       Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure

-       Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server

-       Data Integrity - this checks the data being transferred to ensure it has not been altered

If your credit card was lost, stolen or compromised and used to make an unauthorized purchase on Zindigo you must report the incident immediately to your credit card provider in order to qualify for security protection.

 

Product Information

We try to give you as much useful info as we can about all our products, including detailed descriptions, pictures and sizing charts.  We want you to be happy with your purchase and if you have a question about an item that is not answered please contact our customer service team and we’ll do our best to give you the additional information you need. 

 

Using Promo Codes, Gift Certificates & Gift Cards:

Your discount/promo code has to be entered in the box, which states ‘Promo code’ on the shopping bag page.  Once you have entered the code, click on ‘Apply’ to see your revised total.  You must enter the promo code on the shopping cart page as it can’t be applied later.

Our promo codes vary as do the terms and conditions of each, so make sure you check when you receive any discount/promo code.

To apply a gift certificate or gift card to your order, simply enter the code in the Gift Certificate/Card field on the shopping bag page.

If you are having trouble applying a code, please contact our customer service team.

 

PAYMENTS

Payment Options

You can use Visa, Mastercard or American Express to pay for your order.  Your details are safe with us as we take security around the information you provide very seriously.

We take fraud very seriously so all credit and debit cardholders are subject to validation and authorization by both us and the card issuer.

 

Declined Payments

If your payment information was declined, you can check the following:

Check the card details to make sure the information is correct such as the expiration date and the card security code.  The card security code is the three digit number on the back of your Visa or Mastercard or the four digit number on the front of your America express card.

Many times your credit card company will match the information on file with your billing address.   Make sure that your information is entered correctly, as on file with your credit card company, paying special attention to your address and your zip code.

Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them.

If you’ve checked all of the above, try paying with another card.

If you’ve tried all these and are still having problems, contact our customer service team with as many details as you can about the issue including any error messages and we’ll try to resolve it as soon as we can.

 

When will I be charged?

We will ship in-stock items and will not charge your credit card until your items have shipped.

 

Sales Tax

Sales tax is calculated and added to your order according to the local tax requirements of your city and/or state.  You will not see the total amount of your order until you have entered your shipping address and have selected your shipping method.

 

ORDERS

Changing or Cancelling Orders

We will attempt to make changes to orders if and when possible before they ship.

 

Cancelled Orders

On rare occasions an item that was ordered may not still be in stock due to delays in inventory updates.   Under these circumstances you order may be cancelled and you will receive an email notifying you of the cancellation.

 

SHIPPING

We’re happy to offer a variety of options for shipping so you can enjoy your purchase even sooner!   All packages are shipped via FedEx with standard shipping unless you have selected and alternative method during the checkout process.  Times displayed on the chart below are transit times.  When selecting a shipping method please also take in to account that there is additional time required for processing before your package is shipped.  

From time to time Zindigo will offer a special free shipping promotion on a minimum purchase amount.   Promotions will be displayed on the site when offered. Orders over the minimum purchase amount will not be charged the Standard Shipping fee.   Please note that free shipping applies only to merchandise. Taxes, duties and gift cards do not count toward the free shipping minimum purchase and is only valid for packages shipped to addresses in the United States.

 

Shipping Costs and Methods:*

Method

Shipping Cost

Expected Transit Time

Order Amount

< $25

$25 - $50

$50 - $100

$100 - $200

$200 - $300

$300 - $500

> $500

 

Standard

$5

$8

$10

$13

$15

$17

$20

Up to 5 business days

Rush

$12.50

$15.50

$17.50

$20.50

$22.50

$24.50

$27.50

2 business days

Next Business Day

$20

$23

$25

$28

$30

$32

$35

Next business day



*Above shipping rates apply only to the packages shipped within the United States.  Zindigo uses FedEx for international shipping and rates can be found at https://www.fedex.com/ratefinder/home. Please note that some commercial addresses may not accept shipments on Saturdays. To ensure Saturday delivery, please make sure that your shipping address receives packages on Saturday.

 

International Orders

Please note that you will be responsible for any incoming duties. These are not included in the transaction cost.


Order Tracking

You can easily track the status of your order by clicking on the shipping link on your shipping confirmation email.  If you have not received a shipping confirmation email or can no longer access the information please contact our customer service team and we’ll check on the status of your order.  

In some instances, the carrier's tracking information may not be available for 1-2 business days. Please note that you may receive several shipments to complete the fulfillment of your order.

 

If Your Order Has Not Arrived

If your order has not arrived by the estimated delivery date, we're here to help.  Before getting in contact with us, have you tried?

Checking the tracking link via your confirmation email to view the up to date tracking.

Checking if you have an attempted delivery notice from our carrier. Your package may be awaiting collection at a local distribution center or delivery depot, or you may need to arrange redelivery.

The driver may have left your package somewhere safe such as your porch. 

If you still can't find your package, please contact our customer service team.

 

If your order says “Status Pending”

If the status of your order is showing as 'order processing', it means that we're busy getting your order ready to be sent out.

You'll receive a shipping confirmation email when we send your order to you, which will include a tracking link so you can check on the status of your order.



RETURNS & EXCHANGES

 

Don't love it? Don't worry – returns are easy.  For return instructions visit returns.zindigo.com and follow these steps:

1. Login to the returns site and select your order and the items you would like to return.

2. Print the pre-paid shipping Label (Return shipping is free).

3. Fold or cut along the bottom to remove the blank portion of the shipping label

4. Place the item(s) in the original packaging and/or box and tape securely.

5. Attach the shipping label to the package securely with tape.

6. Drop off the package at an authorized FedEx shipping location near you.



Return Policy


• Return shipping is FREE within the United States.


• Returns must be sent to Zindigo within 14 days from the date you received them.


• Merchandise must be unused and in the same condition as it was shipped. Merchandise that has been used, altered, or damaged will not be accepted.  Damage that occurs due to improper packaging will not be accepted for return.


• A refund will be issued for 100% of the purchase price and any tax paid, not including any of the original shipping and/or insurance costs (if your order did not include free shipping).  If you have questions regarding the total amount you will be refunded, please contact our customer service team.


• On International orders, refunds will not include any customs or import duties, brokerage fees, or taxes paid on shipments.

 

You will receive an email once we receive your item(s) regarding the status of your return.

 

 

If you have received a faulty or incorrect item

 

We want to sort out any issues with incorrect or faulty items as quickly as possible and ensure that you can receive a replacement or refund.

Please contact our customer service team with the order number and the faulty or incorrect item's name and number.  We’ll work to resolve the issue as quickly as possible.

 

 

If an item is missing from you order

 

We may have sent your items in separate packages so please check your order confirmation and shipping confirmation emails to see if any of your items will be arriving separately.

 

If your order has been sent in different packages then shipping confirmation email will tell you the items you can expect to receive in each package. 

 

If an item is missing, please contact our customer service team with the order number and the missing item's name and number.  We’ll work to resolve the issue as quickly as possible.

 

 

Exchanging an item

 

Unfortunately we cannot process exchanges at this time.  If you would like to order another item instead please complete the return process and place a new order for the desired item.  Return shipping is free, so you will not be charged to make your return.