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Frequently Asked Questions

General Questions

Q:

What forms of payment do you accept?

A:

Zen currently accepts credit cards issued by Visa, Mastercard, Discover, and American Express. We accept credit cards with an international billing address, but only ship within the United States as outlined below. If you have an international billing address, please enter your billing information as follows:
• Enter your street address on Address Line 1.
• Enter your City, County or Province, and Postal Code on Address Line.
• Enter your Country for the city.
• Enter AA for the state.
• Enter 11111 for the zip code.

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Q:

Do you ship to addresses outside the United States?

A:

At this time orders may only be shipped to U.S. States and Territories. Shipments also can be sent to both U.S. P.O. Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.

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Q:

How can I contact Zen for additional assistance?

A:

Email us at cs@findzen.com or give us a call at 1-877-513-7430 anytime between 6am – 8pm Pacific Time. For email, expect a response within 24-48 hours from Zen Support.

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Q:

What is Zen’s Return Policy and how do I start a return?

A:

Please see our return policy at: https://www.findzen.com/c/return-policy

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Q:

Do you charge sales tax on any item?

A:

VZS LLC (Zen) collects tax on orders shipped to Alabama, Arizona, Arkansas, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Puerto Rico, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming. If you are shipping to any of these states, any applicable tax will be calculated on your merchandise total and displayed on your final order confirmation. Please keep in mind, if you live in a state that does not impose a sales tax, you may still see tax calculated on your order if shipped to a state listed above.

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Q:

Can I combine multiple orders or add additional items to my order once it has been placed?

A:

Unfortunately, we are unable to combine multiple orders or add additional items to an order once it has been placed. We are only able to cancel orders and/or cancel selected item(s) before the order has shipped. Please see below on how to cancel your order.

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Q:

How do I change the shipping address?

A:

Please contact us at 1-877-513-7430 immediately if you need to change the shipping address on your order. Due to security reasons, we cannot change addresses over email or social media. Please be advised that some orders are shipped very soon after order placement and it will not always be possible to make changes to the shipping address.

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Q:

How do I cancel my order?

A:

To cancel your order online, log in to My Account and click on the Order Number that has items you want to cancel. (The status must say Submitted or Processing to be eligible for online cancellation.) Check the items in your order you'd like to cancel then click 'Cancel Checked Items'. On the next screen, select a reason why you want to cancel the item(s) and click the 'Submit Cancellation' button. If your order was eligible for cancellation, the next screen will say: "Thanks! Your cancellation request has been successfully processed!” Contact us 1-877-513-7430 (6am – 8pm Pacific Time) immediately if you need assistance cancelling an order. Due to security reasons, we cannot cancel orders over social media. Please be advised that some orders are shipped very soon after order placement and it will not always be possible to cancel the order.

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Q:

Why was the item in my shopping cart no longer available at checkout?

A:

The selection on our site is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item, and you must complete the checkout process to secure an item.

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Q:

Are you authorized to sell the brands you advertise on your site?

A:

Yes, Zen is an authorized online retailer of all brands sold on the site, and we only sell original merchandise.

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Q:

When placing an order, I get an error message stating that there has been an authorization failure. What went wrong?

A:

Please double check that all requested information, including your name, billing address, and credit card information is correct. If the information is correct, sometimes your financial institution may place a temporary security hold on your card to ensure it is really you trying to make the purchase, and we recommend you call your credit card provider or bank for assistance.

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Q:

Do you have a guest checkout?

A:

We do not currently have a guest checkout option. Please create an account to checkout or call us at 1-877-513-7430 so we can help you with creating an account and placing an order.

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Q:

Does Zen sell gift cards?

A:

Not at this time.

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Q:

What is Proposition 65?

A:

Proposition 65, officially the Safe Drinking Water and Toxic Enforcement Act of 1986, is a law that requires warnings be provided to California consumers when they might be exposed to chemicals identified by California as causing cancer or reproductive toxicity. The warnings are intended to help California consumers make informed decisions about their exposures to these chemicals from the products they use. The California Office of Environmental Health Hazard Assessment (OEHHA) administers the Proposition 65 program and publishes the listed chemicals, which includes more than 850 chemicals. In August 2016, OEHHA adopted new regulations,effective on August 30, 2018, which change the information required in Proposition 65 warnings. For background on the new Proposition 65 warnings, see https://www.p65warnings.ca.gov/new-proposition-65-warnings. Proposition 65 and its regulations are posted at https://www.p65warnings.ca.gov/new-proposition-65-warnings. To send Zen notice of an alleged violation of California Health and Safety Code Section 25249.5 or 25249.6, please email support@findzen.com.

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