FAQ

Frequently Asked Questions (FAQ)
Welcome to the FAQ section! 🙂
We're here to provide you with the information you need for a seamless shopping experience. Below, you'll find answers to common questions about our products, services, and more.

SECTIONS

  • Welcome to Z Files
  • Customer Service & Support
  • Product Questions
  • Ordering
  • Order Management
  • Shipping Information
  • Returns & Exchanges
  • Damaged Items & Claims
  • Payment
  • Data & Privacy Protection
  • New Products & Promotions


1. WELCOME TO Z FILES

  • What is Z Files?
    We are an online store that offers a curated collection of embroidered sweatshirts just for you!

2. CUSTOMER SERVICE & SUPPORT

  • How Can I Contact Customer Service?
    • Contact: zfileshelp@gmail.com
    • Hours: Mon-Fri, 9 AM - 5 PM (EST).
    • We aim to respond within 24 hours on working days.
3. PRODUCT QUESTIONS
    •  Embroidered Sweatshirts:
      • Material: Extra soft, cotton-poly
      • Premium Embroidery
      • Oversized fit: Comfy & casual for the perfect fit
      • Easy Care: Machine-washable, gentle cycle, hang to dry
      • Embroidered in the USA

    • Copyright & Usage Restrictions?
      • Our embroidery designs have copyright.
      • Our designs are not authorized for commercial reproduction or distribution without prior written permission.

    •  GIFT CARDS
      • Use: Can be used to purchase any product.
      • Delivery: Emailed instantly.
      • Redeem: Enter the unique code during checkout to redeem a gift card.
      • Returns: Gift cards are non-refundable and non-exchangeable for cash.
      • Expiration: Gift cards are valid for 2 years from the date of purchase.
      • Lost or Stolen: Lost or stolen gift cards cannot be replaced or refunded.
      • Remaining Balance: Remaining balance can be used for future orders if the gift card has not yet expired.

    4. ORDERING

    • Are all products available for purchase?: Yes
    • Custom Orders: Not available. We offer a curated collection of Z Files embroidery sweatshirts.
    • Wholesale/Bulk Discounts?
      • Minimum order quantity: 50 items.
      • Contact us for details (zfileshelp@gmail.com)
    • Gift Wrapping: Unavailable, but products are carefully packaged for gifting.
    • Physical Store: We are an online store only.

    5. ORDER MANAGEMENT

    • Change of Shipping Address?
      • Please email us asap if you need a shipping address change.
      • Shipping address cannot be changed after your order has been shipped.
    • Order Confirmation?
      • Email confirmation may take a few minutes. Check spam folder if needed.
      • Contact customer service if not received within 24 hours.

    •  Order Changes?
      • Only possible if the order has not been processed yet.
      • Contact customer service (zfileshelp@gmail.com)

    •  Order Cancelation?
      • Only possible if the order has not been shipped yet.
      • Contact customer service (zfileshelp@gmail.com) 

    • Order Delay?
      • First, check tracking number status.
      • If the expected delivery window has passed, contact customer service (zfileshelp@gmail.com) and include your Order Number.

    • Wrong Item Received?
      • Contact customer service (zfileshelp@gmail.com) and include:
        • Order Number
        • Photos of the wrong item(s) and package
      • Missing Item in Order?
        • Check tracking number for orders with multiple parcels.
        • Contact customer service (zfileshelp@gmail.com) within 30 days of order delivery and include:
          • Order Number
          • Photos of received item(s)

      • Refusing Delivery
        • No refunds for refused deliveries.
      6. SHIPPING INFORMATION
        • Worldwide shipping!
        • Tracking Number: Emailed automatically when your order is shipped.
        • Order Processing & Shipping Times:
          • Processing: 1-3 business days.
          • Shipping:
            • USA orders: Estimated 3-5 business days (US Orders)
            • International Orders: estimated 5-7 business days.
            • Note: Some remote areas may have longer delivery times. We are not responsible for unforeseen delays beyond our control. If your order is delayed, please refer to our FAQ section or contact us if the delivery window has passed.
          • Gift Cards:
            • Available Worldwide.
            • Emailed instantly.
          7. RETURNS & EXCHANGES
            • Exchanges:
              • Available within 30 days of delivery.
              • Accepted for items that have not been washed, perfumed, or worn yet.
              • Please email us at zfileshelp@gmail.com so we can help you.
            • Returns:
              • Available within 30 days of delivery
              • Accepted for items that have not been washed, perfumed, or worn yet.
              • Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
              • Please email us at zfileshelp@gmail.com so we can help you.
              • We provide the return address, and returns must be shipped to the specified address.
              • When our team receives your return they will review it.
              • Refunds can take up to 5 business days to reflect on your account depending on your credit card provider.
            • Gift Cards:
              • Non-refundable as digital items cannot be returned like a physical item.
              • Exchanges are not applicable for gift cards.
            8. DAMAGED ITEMS & CLAIMS
            • We take utmost care in packaging your order securely.
            • If your order arrives damaged, please notify us immediately and submit a claim to resolve the issue (see below).
            • How to Submit a Claim?
              • Notify us within 30 days of arrival (zfileshelp@gmail.com) and include:
                • Your Order Number
                • Relevant information on the damaged item(s)
                • Photos of package and damaged item(s)
                • Replacements offered for damaged items. If you prefer to not receive a replacement, please initiate a return or make alternative arrangements with us.

            We prioritize exceptional customer service. Please contact us if you have any other questions or concerns.

            9. ACCEPTED PAYMENT METHODS

            • We accept major credit cards (VISA, Mastercard, Maestro, American Express) and PayPal.
            • Payment Error?: Contact your bank, or try PayPal or another card.
            10. DATA & PRIVACY PROTECTION
              • At Z Files, we take your privacy and data protection seriously.
              • We handle your personal information in accordance with our Privacy Policy.
              • Rest assured that your data is securely stored and used solely for the purpose of providing you with the best shopping experience.
              • We do not sell or share your information with third parties. For more details, please review our privacy policy.

               11. NEW PRODUCTS & PROMOTIONS

              Stay updated with new products and promotions signing up for our newsletter on our website and following us on social media: 

              We hope these FAQs have addressed your questions. If you need further assistance or have any other inquiries, please don't hesitate to reach out to our customer service team. Thank you for choosing Z Files!