FAQs

Frequently Asked Questions (FAQs)

1. What is your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Items must be in their original condition, unworn or unused, with tags, and in the original packaging.

2. How do I start a return?
To start a return, contact us at zenpetopia@gmail.com with the following information:

  • Your name.
  • Order number.
  • The product you wish to return.
  • Reason for the return (include photos if possible).
    Once approved, we’ll send you a return shipping label and instructions on how to send the item back.

3. How do I know what size to order?
We recommend referring to the size chart provided on the product page. The chart includes measurements for each size to help you find the best fit. If you're between sizes, we suggest sizing up for a more comfortable fit.

4. Where can I find the size chart?
The size chart is available on each product page, typically located below the product description or as a clickable link. We have made a Size Help Guide page available specifically for your convenience if you are still unsure after checking size reference chart on each product page.

5. Do I need to pay for return shipping?
No, we provide a return shipping label at no cost to you once your return is approved.

6. How long does it take to receive a refund?
After we receive and inspect your return, we’ll notify you of the approval or rejection. Approved refunds are processed to your original payment method within 10 business days. Please note that banks or credit card companies may take additional time to post the refund.

7. What should I do if my item is damaged or defective?
If your item arrives damaged, defective, or incorrect, please contact us at zenpetopia@gmail.com immediately with photos and a description of the issue. We will evaluate the situation and resolve it promptly.

8. Can I exchange an item?
Exchanges are not directly offered. The fastest way to exchange an item is to return it and place a new order for the desired product.

9. What are your shipping times?

  • Domestic (Canada):
    • Standard Shipping: 8-15 business days.
  • International: Currently, we only ship within Canada.

Shipping times are estimates and may vary due to factors like customs delays, weather, or logistics challenges.

10. How are shipping costs calculated?
Shipping costs are calculated at checkout based on the supplier’s rates, product weight, and destination. Free shipping is available on orders over $39.99 CAD.

11. Do you offer local pickup or delivery?
Local pickup and delivery are not currently available due to our dropshipping logistics, but we plan to introduce these options in the future.

12. How do I track my order?
Once your order is processed and shipped, you will receive a confirmation email with tracking details to monitor your shipment.

13. Can I cancel my order?
You can cancel your order within 24 hours of placement. After this period, if your order has already been processed, cancellation may not be possible. In such cases, you can follow our return process.

14. Why might my order arrive in separate shipments?
Since we work with multiple suppliers, items in your order may ship separately and arrive at different times. You will receive tracking information for each shipment.

15. What happens if I don’t receive my order?
If your order hasn’t arrived within the estimated delivery time, please contact us at zenpetopia@gmail.com, and we will investigate the issue with the shipping provider.

16. Do you ship internationally?
Currently, we only ship within Canada. International shipping will be available in the future, and we will announce updates when this option becomes available.

If you have any further questions, feel free to reach out to us at zenpetopia@gmail.com. We're always here to help!