FAQ - FREQUENTLY ASKED QUESTIONS
HOURS OF OPERATION -
Q: When is ZOOVAA open and operating?
A: We are here for you Monday through Friday from 9am to 5PM PST. We are Closed during weekends and major holidays.
Q: Where can I find User Manuals for your products you sell?
A: All our products have PDF User Manuals available on their respective product page on the website, available for download or to view. Please find your product on the website, and the User Manual is available for download in the product page.
Q: I need assistance with my item, I think its broken?
A: The first thing you should do is check your product user manual to see if there is any troubleshooting info for your specific issue. If not, you can always contact us to help you troubleshoot the issue with you. And if you are a "I'll do it myself" kinda person, we also have Youtube tutorials and troubleshooting videos for a lot of our products.
Q: Do your products need assembly?
A: Assembly is required on most of our equipment. These items come assembled and packed tightly and securely from the factory and do require assembly. Being unassembled, this is the best way for the customer to receive their item in a manner that is less likely to get damaged during shipping. Not to worry, we tried our best to keep the items easy to assemble as some major pieces do come pre-assembled.
Q: My item arrived, and its damaged! What do I do?
A: Firstly, don't freak out...take a deep breath. It's hard for major shipping carriers to deliver heavy packages across the USA perfectly every single time. We suggest to open the box and take a look inside. The items come packaged fairly well on the inside, so just because the outside box is dinged up, doesn't mean whats inside is dinged as well.
If you do encounter an issue, contact us immediately. Don't start disassembling the item and packing things back up in the box just yet. Reach out to us first and see if there's an easier solution. We carry many of replacement parts and knowledgeable staff to help troubleshoot any situation.
Q: What does 'AS IS' mean for a product?
A: Items sold 'As is' are non-returnable, non-refundable and are absent of any product warranty. 'As Is' items will be clearly identified and marked as such on the product page prior to purchase.
These items as still NEW condition in the factory sealed packaging and box, however ZooVaa simply needs to clear these items out quickly with no fuss. These special items are usually so heavily discounted, thus excluded from ZooVaas return policy and the Manufacturers product warranty, and hence sold "As is".
Q: What does 'Open Box' mean for a product condition?
A: Open Box items are products that have been previously returned from customers, but are still in 100% working like-new condition. These items are inspected by our staff to make sure it is clean, 100% functional and no damages before re-listing for sale as an 'Open Box' on ZooVaa.com.
Q: How long will it take to get my item?
A: It takes 1-2 business days for us to process your order once you have submitted it. Once its processed, it will then ship out and take another 1-5 business days to deliver depending on what state you live in, and what delivery options you chose. For more info on our Shipping policy, click HERE.
Q: I just placed an order online, but right after... I received an email saying my order has been canceled. What gives?
A: There are many of reasons this may have happened:
- Sometimes an item has run out of stock at the time you purchased it. Our inventory says we had it, but its not here. It happens to the best of us.
- We do not ship to PO BOXES, and our web system will catch it and auto-cancels your order.
- You have been a blacklisted customer and are no longer allowed to purchase with us.
A: Privacy policies are a very detailed, boring multi-page legal document that no one can seem to understand because of all the fine print and information overload. If you so dare to see, you can view it here.
Q: Do your items have a product warranty?
A: All items sold on ZooVaa have a Product Warranty. To view the details and specifics, you can read it by clicking here.
Q: What is your shipping policy?
A: Please click here our details on shipping options and policies.
Q: How loose is your return policy? It it free returns?
A: No, we do not provide free returns. In order for any retailer to stay in business, "free returns no questions asked" is always a bad idea and no retailer can survive. In order for our prices to stay low, we will not provide free return shipping. However, If your item arrives to you in a condition such as damaged/defective/faulty, we will certainly not make you pay the return shipping costs for something that is out of your control. For more details on the return policy, click here.
Q: How can I contact you if my questions are not listed here?
A: For fastest service, its best to go to our contact us page and send us a message. These messages are monitored daily during business hours (Mon - Fri 9am -5pm) and response time is fast.