Zepboo Additional Payment for Product and Customization Difference

Dear Customer

Thank you for choosing Zepboo and for your interest in our unique lighting solutions. We appreciate your understanding and patience as we strive to provide you with the best products and services.

How to Complete Your Order:

Review Your Order: Make sure your order details are correct and that you agree to the updated pricing.

Payment: Add this "Additional Payment for Customization and Shipping Difference" to your cart.

Proceed to Checkout: Complete the payment process securely through our website using your preferred payment method.

Confirmation: Once payment is completed, we will proceed with customizing and shipping your order promptly.

Why the Additional Payment?

Upgraded Packaging: We've improved our packaging to ensure your product arrives safely and securely.

Increased Costs: Recent increases in logistics and material costs have necessitated this adjustment.

Custom Design: Our custom designs require careful craftsmanship and attention to detail, which we maintain to the highest standards.

If you have any questions or need further assistance, please do not hesitate to contact our customer support team. We are here to help and ensure your satisfaction with your purchase.

Thank you for your understanding and support.

Warm regards,
The Zepboo Team

Use Code ENJOY15 at checkout and enjoy 15% OFF on orders over $300

Find more on our Large Pendant Lighting Collection and Extra Large Pendant Lighting Collection.

Hey there!

We offer free shipping on all orders over $300 USD. For orders under $300 USD, a flat shipping fee of $15 USD will be applied, regardless of the destination country. Thank you for shopping with us!

 

Shipping Time

Processing Time:
Standard-sized light fixtures: 4-7 days
Large-sized light fixtures (diameter exceeding 80cm): 10 days

Standard Shipping Time:
Estimated to be around 30-60 business days

Therefore, the Overall Shipping Duration Can Be Expected as Follows:

Standard-sized light fixtures: 34-67 business days

Shipping for Large-sized Light Fixtures: 40-75 business days.

 

Please note that these are general estimates and actual shipping times may vary depending on factors such as location, customs clearance, and unforeseen circumstances. We prioritize ensuring the timely and secure delivery of your order and will do our utmost to keep you informed about any potential delays or updates throughout the shipping process.

 

Peak logistics and transportation periods

Please be aware that during holidays (such as Easter, Thanksgiving, Christmas, New Year, etc.), logistics updates may be slower, and shipping times may be extended by 1-2 weeks. This is a normal phenomenon, and we appreciate your patience.

Peak periods shipping: 50-95 business days

Peak periods includes: March-April, November-January

Chinese New Year Holiday Reminder

During the Chinese New Year period, there may be delays in the shipment schedule due to the holiday, especially in the two weeks leading up to and following the Chinese New Year's Eve. For specific information on the extent of the delays, please contact customer service: support@zepboo.com. Customers willing to wait will be offered additional discounts as a token of appreciation for their patience and understanding. We thank you for your patience and understanding.

 

Shipping Method

 

We offer free shipping on all orders over $300 USD. For orders under $300 USD, a flat shipping fee of $15 USD will be applied, regardless of the destination country. We take pride in delivering high-quality products from our manufacturing facilities in China to customers worldwide. Our efficient shipping process ensures that your order is carefully packaged and promptly dispatched from China.

We work with several courier companies. We will select the most suitable shipping method for you based on your country. 

We offer standard shipping options, including land and sea transportation. If you require air freight for your order, kindly reach out to our customer service email before placing your order. Our team will assist you in arranging the necessary arrangements and providing you with the relevant information regarding air shipping options.

Please be aware that sometimes light fixtures may be shipped in two or more separate packages. This is due to the fragile nature of the products, and many light fixtures are oversized, subject to strict size regulations by logistics companies. We will choose the most suitable packaging and shipping method based on the size, quantity, and logistics requirements of the light fixtures. Before shipment, we will inform you of the number of packages and provide corresponding tracking numbers to ensure that you receive the items intact.

We cannot guarantee that the light fixtures you ordered will be shipped in a single package. As mentioned earlier, this depends on the size and quantity of the fixtures. In summary, our efforts are dedicated to ensuring the safe and complete delivery of your items.

 

Expedited Shipping

All lighting fixtures purchased on our website come with complimentary standard shipping. Customers also have the option to select expedited logistics for an additional fee. However, please note that expedited logistics is considered an extra customized service and is non-refundable under our refund policy.In adherence to our policy, we do not offer refunds for expedited shipping fees. Once the expedited logistics service is selected and paid for, the fee is considered non-refundable regardless of the circumstances.

 

Lighting Installation

Upon receiving your lighting fixtures, please note that installation is the responsibility of the customer. Should you encounter any challenges during the installation process, feel free to reach out to our customer service for guidance and installation assistance. We are here to help ensure a smooth setup.

However, it's important to understand that we do not accept returns solely based on a lack of installation expertise. We encourage customers to seek assistance from our customer service team before considering a return. We are committed to providing support and ensuring your satisfaction with our products.

 

Tax Policy

 

At Zepboo, we prioritize your shopping experience and strive to ensure the smooth delivery of your orders.

Express delivery may incur customs duty and customs clearance costs are borne by the customer.

Please note that customs duties and taxes may vary depending on the destination country or market. These charges are determined by the respective customs authorities and are beyond our control. 

If you have any specific questions or concerns regarding customs duties or taxes, please feel free to contact our customer service team. We are here to assist you and provide any necessary information to ensure a seamless shopping and delivery process.

Thank you for choosing Zepboo. We are dedicated to delivering your orders with efficiency and transparency.

 

Overdue Parcel Retrieval Policy

 

1. Retrieval Notification: Upon the arrival of a parcel in certain countries, particularly in Europe, the parcel is typically held at the local post office. The postal service will promptly notify the recipient to collect the parcel. Customers are requested to check the logistics information of their parcels at any time, as well as pay attention to the pick-up calls/text messages from the local post office. Failure to collect the parcel within the specified timeframe may result in the parcel being returned to the sender.

2. Responsibility and Charges: Any issues and associated costs arising from the failure to collect the parcel in a timely manner, including but not limited to parcel return and overdue charges, will be the responsibility of the customer. This includes the shipping charges and import duties incurred upon the return to China.

3. Freight and Duties: On the basis of above situation, Customers are required to bear the freight charges associated with parcel return and the import duties incurred upon return to China. Should a customer choose to have the parcel returned and re-shipped, they will be separately responsible for any freight charges and duties associated with both the return and the re-shipping.

4. Non-Reshipment: In the event of choosing not to re-ship, Zepboo will deduct all applicable freight charges and duties incurred from the returned goods and refund the remaining amount to the customer.

This policy ensures the timely retrieval of parcels while outlining the responsibilities and associated costs of failure to collect within the stipulated period. Should you have any queries, feel free to contact us. We appreciate your understanding and support.

 

As always, if you have any questions or concerns, please feel free to reach out to our super helpful customer service team at support@zepboo.com. Thanks for supporting our small business, and we really appreciate your patience while your order makes its way to you. 

Time Limit for Accepting Returns&Exchanges

 

Under normal conditions, this policy lasts 48 hours. If 48 hours have gone by since you signed for the goods, unfortunately, we can’t offer you a refund or exchange.

If the product has quality problems due to damaged packaging, you need to contact us within 24 hours and provide photos of the outer packaging.

Please note that all our lighting fixtures are packaged with customized foam padding to ensure the utmost safety of the goods during transit. Therefore, in the event that you receive a lighting fixture with quality issues, we kindly request that you provide photos of both the outer packaging and the specific areas where the problem occurred. This will enable us to promptly address the issue and provide a resolution for you.

 

Return & Exchange Conditions

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

Condition 1

We will be responsible for the return postage fees and replacement fees. Shipping fees are non-refundable.

 

1. The product customization information does not match or an error in customization.
2. Open lines/broken/stained/unclear pictures rendering or lettering.
3. Wrong or mismatched size.
4. Wrong or lost shipment.
5. Damaged or otherwise defective

 

Condition 2

The customer is responsible for the return postage fees and replacement fees. 

1. Purchased the wrong item or chose the wrong size for the product.
2. The product is not suitable.
3. Personal reasons due to personal taste, changed mind, etc.
4. The parcel was returned to Zepboo by the local post office because the customer did not go to the post office in time to collect the parcel.

 

Condition 3

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additionally, the following items are non-returnable unless there is a quality or shipping damage issue:

• Any customized lighting fixtures or furniture.
• Large lighting fixtures exceeding diameter 80cm in size.
• Products purchased using discount codes or promotional offers.
• Customized products allow a tolerance of 2-3cm, which is not considered a quality or size issue.

Additional non-returnable items:

• Gift cards
• Discounted goods
• Some health and personal care items

Please reach out to our email at support@zepboo.com for all return&exchange requests. Once your return&exchange is approved, we will provide you with a return&exchange address. Please note that items returned&exchanged without prior approval will not be accepted.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you have any questions or concerns regarding your return, please do not hesitate to contact us at support@zepboo.com .

 

Condition 4

Expedited Shipping

All lighting fixtures purchased on our website come with complimentary standard shipping. Customers also have the option to select expedited logistics for an additional fee. However, please note that expedited logistics is considered an extra customized service and is non-refundable under our refund policy.In adherence to our policy, we do not offer refunds for expedited shipping fees. Once the expedited logistics service is selected and paid for, the fee is considered non-refundable regardless of the circumstances.

 

Return/Exchange Procedure

 

1. Initiate the Request:

   • Contact our customer support team support@zepboo.com within 48 hours of receiving the product to request a return or exchange.
   • Provide the order number, product details, and reason for the return or exchange.

2. Verification and Approval:

   • Our customer support team will review your request and verify the eligibility for return or exchange.
   • Once approved, you will receive a Return Authorization (RA) number and detailed instructions on how to proceed. 
   • Contact details:
     Return&Exchange contact email: support@zepboo.com
     Return&Exchange address (in general): Room B605, No.6, Cencunsonggang Ave, Tianhe District, Guangzhou, Guangdong, China.
     Please note that the actual return&exchange address is subject to change, please refer to the return&exchange address provided in the RA.

3. Packaging and Shipping:

   • Pack the product securely in its original packaging, including all accessories, manuals, and promotional materials.
   • Affix the provided RA number clearly on the package.
   • Ship the package using a reliable and trackable shipping method. We recommend obtaining shipping insurance.

4. Product Inspection:

   • Upon receiving the returned product, our team will inspect it to ensure it meets the required conditions for return or exchange.
   • The product should be in its original condition, unused, and free from any damage or alterations.

5. Refund or Exchange:

   • If a refund is approved, it will be processed within 7-15 business days using the original payment method. Please note that any shipping fees or restocking charges may apply.
   • In the case of an exchange, the requested replacement product will be shipped to you within 30-60 business days, subject to availability.

6. Confirmation and Resolution:

   • Once the refund or exchange is processed, you will receive a confirmation email with the details of the resolution.
   • If you have any further questions or concerns, our customer support team is available to assist you.

Please note that the specific timeframes, conditions, and policies may vary depending on the nature of the product and our company's policies. We recommend referring to our official website or contacting our customer support team for detailed and up-to-date information regarding our product return and exchange process.

To complete your return&exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable):

• Item with obvious signs of use
• Any item not in its original condition is damaged or missing parts for reasons not due to our error

 

Late or Missing Refunds (If Applicable)

 

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@zepboo.com.