Shipping and Return Policy
Shipping
When you place an order with us, our goal is to get it to you as quickly as possible. Most of our orders ship either the same day or next day, with some exceptions during especially busy times such as the holidays or after sales. We will do our best to notify you if there are any 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.
We currently offer two different U.S. shipping options:
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
Please note that currently we are only able to ship to the United States. We hope to ship internationally in the future.
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
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 PORTAL.
Our return policy lasts 30 days from the date your order was shipped. If more than 30 days have gone by since the ship date, we cannot offer you a refund. For orders placed between 11/15 and 12/24, our return window is extended to 60 days from the date your order was shipped.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. If you return an item that is washed, worn, dirty or damaged your return will be rejected and we will not be able to offer a refund or credit. You will then have the option of having the item shipped back to you for a fee of $4.95.
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.
Items that say "final sale" in the description or are part of a sale where they are indicated to be "final sale" are not returnable.
Refunds
Once you create a return, your original form of payment will be refunded once 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 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 item. 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. Please keep in mind that the credit you receive will be equal to the amount that was paid for the gift, including any discount codes that were used. To start a gift return you will need the order number, which can be found on the packing slip that was enclosed with the shipment. Gift returns cannot be processed using our returns portal, so if you want to return a gift item 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.