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Holiday Season Shipping and Returns

Shipping

When you place an order with us, our goal is to get it to you as quickly as possible. Our orders usually ship either the same day or next day, but there are some exceptions during especially busy times such as the holidays or after big sales. We will do our best to notify you if there are any significant delays with your shipment.

The customer is responsible for providing the correct shipping address on the order. We are not responsible for packages shipped to an incorrect address if it was shipped to the address provided to us. In some cases we may contact you if it appears that the address provided is incorrect, and it is your responsibility to respond to us with the correct information. In these cases your shipment will be held until we have a response.

In most cases, we are unable to make adjustments to the contents of an order once it has been placed. Because our goal is to get the order to you as quickly as possible, our distribution center often processes the order within minutes or hours of it being placed. If you do notice incorrect information on your order confirmation, please contact us immediately and we will do our best to accommodate the adjustment that is needed.

Here are the shipping options we are currently offering:

Standard Shipping (USPS First Class)

  • 3-7 day delivery from the time of shipment
  • Free if your order total is $50 or more including discount codes
  • $3.95 if your order total is under $50

Priority Shipping (USPS Priority)

  • 2-4 day delivery from the time of shipment
  • $7.95 for all orders

UPS 3-Day Express 

  • 3 day delivery from the time of shipment
  • $14.95 for all orders

    Next Day Air 

    • Next business day delivery if the order was placed before 1pm EST 
    • $34.95 for all orders

    Please note that currently we are only able to ship to the United States. We hope to ship internationally in the future.

      If you need to make special shipping arrangements please contact customer service and we will do our best to help. Please note that we currently only ship to the United States and Canada.

       

      Missing Packages

      Occasionally packages get marked as "delivered" by a shipping carrier but customers are unable to find them. We are not responsible for these "lost" packages since once they are shipped out of our warehouse we are not in control of what happens to them. In these cases it is the responsibility of the customer to track the package down. We suggest checking your back door, front lawn, or with your neighbors. If you still cannot find it you can contact the shipping carrier and open an investigation - they will often tell you that the package has been delayed in one of their processing centers and will be delivered in the coming days.

      Packages that are lost by USPS will be replaced after the tracking status has not been updated for 15 days and the results of an investigation show that the package was indeed lost. At this time it is your responsibility to contact us to initiate the replacement. We are unable to issue refunds on lost packages but we will replace the contents of the order at no cost to you.

      Free Returns and Extended Window

      COVID-19 Return Policy Update: When you initiate a return and receive a return label, you have 30 days to get the return package into the mail before the label expires. We understand that these are challenging times and if you don't think you'll be able to return the package within 30 days, please contact us and we'll be happy to help make alternative arrangements.

      We will gladly accept returns of new, unused merchandise purchased from zutano.com for a full refund of the amount paid for the product(s) being returned. Returns are FREE for our customers - we will provide a return shipping label through our returns center. To begin a return, visit our returns center.

      For orders placed between 11/15 and 12/24, our return window is extended to 45 days from the date your order was shipped. During the rest of the year, our return policy lasts 30 days. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it.

      Merchandise purchased from other retailers, including department stores, specialty stores, or other online merchandisers must be returned to the store from which it was originally purchased, and is subject to the return policy of the original retailer.

      Returns are processed using our self serving returns center. To begin a return, click HERE  or navigate to “Start a Return” under Customer Info at the bottom of our website and follow the on screen instructions to receive your return label and send back your item.

      Items that say "final sale" in the description are non-returnable.

      Refunds

      Once you create a return, you will instantly receive a voucher that you may use immediately to purchase a new item. If you prefer that your original form of payment is refunded, you must wait until your return is received and processed. Once we receive your return, our staff will inspect it and if it is accepted, we will refund your original form of payment and notify you of your refund. If you have already purchased a new item using the voucher provided, we will refund leftover balance to your original form of payment. If your return is rejected, our customer service department will reach out to you to notify you why it has been rejected.

      Exchanges

      We are happy to process free one-time exchanges for a different size of the same style. Please use the returns portal as if you were processing a regular return, but choose the exchange option when it is presented and follow the steps on screen. Please note that final sale items are not eligible for exchanges.

      Gifts

      If you are returning an item purchased on zutano.com and given to you as a gift, you are welcome to return it for store credit. You will need the order number, which can be found on the packing slip that was enclosed with the shipment. Once you have this information simply visit our returns center and click on the link "Returning a Gift?" below the main form. If you do not have your order number, please contact customer service.

      Return Address

      If you are not using our returns portal and shipping your product back to us manually, send your product to:

      Zutano Returns

      686 Belleville Ave

      New Bedford, Massachusetts US 02745

      Our goal is to make our shipping and returns process as seamless as possible for our customers. If you have any questions at all please contact customer service and we will be happy to help.