FAQ

Manufacturer warranty

All ZALO products have successfully passed the most rigorous quality tests and all items are inspected for any defects at the end of the manufacturing process.

ZALO warrants for one year from date of purchase against manufacturing defects caused by workmanship or material failure. In rare instance you discover a defect and notify us during the warranty period, ZALO will, at its discretion, replace the product free of charge. This warranty does not cover cosmetic deterioration caused by normal wear and tear or damage resulting from accidents caused by improper and incorrect use or damage resulting from repairs or dismantling undertaken by a non-authorized retailer, technician, or customer service center. Please keep your original purchase receipt together with your ZALO product's warranty card for the duration of the warranty period.

All product warranty claims must be returned to ZALO with shipping paid. ZALO will not bear the costs of shipping. 

Please contact us at info@zalo.com.cn to obtain the mailing address.

Note: If you purchased your item from a different store or website, please refer to them for return and/or warranty assistance.

Do you sell to individuals under the age of 18?

No, by signing up at ZALO website, you agree that you are over the age of 18 years old.

What hours is your customer support team open?

Monday-Friday 9:00 am - 5:30 pm UTC (excluding holidays)Sending us an email, or using the contact form is the fastest way to contact us.

What is the quickest way to contact ZALO?

We want to ensure that you get great customer service. If you have any questions or problems please complete the contact form on "Contact us" page and one of our staff will be glad to help you. You may also reach us by phone or email  Monday through Friday 8:00 am - 4:30 pm CST (excluding holidays). Sending us an email, or using the contact form is the fastest way to contact us.
ZALO INTERNATIONAL
Email: info@zalo.com.cn or use contact form Phone:+86 4008287066  Monday-Friday 9:00 am - 5:30 pm UTC (excluding holidays)

ZALO USA Email: contact@zalousa.com or use contact form Phone: 1-888-245-5282  Monday-Friday 8:00 am - 4:30 pm CST (excluding holidays)

I haven't gotten my refund yet,when should it show up on my bill?

Credit card refunds will appear on your statement in the next billing cycle or, in the case of online banking, should appear in your account within 10 business days after your credit is applied.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 service@zalo.com.cn.

What is your return policy?

If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt.
Please note:
We cannot accept returns or exchanges on items that have been opened. This is for the health, safety and peace of mind of our customers. It is also the law.Opened pleasure objects may only be returned under warranty.Shipping charges will only be refunded in cases where our error caused the return.
Pre-authorization is required for all returns and exchanges.
ZALO will not bear the costs of return shipping.
If you purchased your product from an alternate ZALO retailer, only defective items may be returned under warranty with a valid proof of purchase. We will not accept unopened returns from an alternate ZALO retailer. 
To return or exchange an unopened pleasure object, please contact us via email at:

info@zalo.com.cn.

If upon receipt of your delivery you find that the box has been damaged, opened, or its contents are missing, please ensure that you take a photograph of the damaged packaging which should be emailed to us. If you are at home during the delivery write “Damaged/Opened/Missing content" and refuse the package when delivered by UPS.


You are are having trouble with your ZALO pleasure object, and need to take advantage of our warranty, please follow this link for more information:

http://www.zalocare.com/warranty.html

What happens if my international order gets returned to you by customs?

If your international order gets returned to us before you are able to receive it, you will be immediately refunded the total amount of your order less the shipping charges.

Available shipping methods and fees.

ALL orders are dispatched from our warehouse within 1-2 business days. If you do not select, we default to premium delivery. Enjoy free shipping on all orders. If you want to get your order faster, you can choose express shipping. Express shipping at the price of USD 40.00. Couriers: DHL,UPS.Premium Delivery (Free Shipping):

AUS+NZ - 6-8 working days

USA - 7-12 working days

CAN - 5-9 working days

European Union - 5-10 working days

UK - 8-12 working days

RUS - 10-30 working days

MX - 6-15 working days

BRA - 11-27 working days

CL - 7-19 working days

KR/TH/SG/MY/ID - 4-8 working days

I just placed a new order.When does my order ship?

98% of the time orders are processed and shipped within 24 hours (in stock items only) during the business week. Your order will be processed and shipped same business day if made before 11:30 am CST. Keep in mind that weekends and holidays are not considered business days by ZALO USA, or our shipping partners.  USPS does not guarantee delivery around holidays, and in the case of bad weather. Please note that the shipping options you choose take effect on the day the item ships, not the day you order. We cannot control delivery errors, especially if your address is incorrect, or not 100% complete.

Can I cancel my order?

To cancel your order please contact us as soon as possible via e-mail at： info@zalo.com.cn call us at +86 4008287066. Sending us an email, or using the contact form is the fastest way to contact us. In most instances, your order is processed the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been processed/or shipped. Please order carefully.Please be advised, if you no longer wish to receive your order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order. Please keep in mind that shipping is non-refundable.

Can I make changes to my order?

Generally speaking, no. Once an order's status is "Processed" it is very difficult to make changes especially once it has been in the system for 12 hours or more. Orders move very quickly through the warehouse system, even on the weekends. Please contact us immediately via e-mail at service@zalo.com.cn. Sending us an email, or using the contact form is the fastest way to contact us. We are unable to add any items to an existing order.

Why haven't I received my order confirmation/dispatch e-mails?

Whenever you place an order with us, a confirmation e-mail is sent to you with details of the order you have made. As soon as your order is dispatched, a second confirmation e-mail is sent to you indicating that your order is now in its way to you. If you have not received these e-mails, it is possible they may have been caught in your spam mail folder. It is advisable to look through your spam mail and see if your confirmation e-mails have appeared there, as you can then make adjustments to ensure that they come through to you without issue in the future. It is also possible that there may have been some sort of error with your confirmation e-mails not reaching you, either because of server issues or problems in transit. If in doubt as to the status of your order click on "Order Status" and enter the required information. If you are unable to look up your order e-mail us at info@zalo.com.cn

Do you ship discreetly?what will appear as the return address?

We respect your privacy! Package contents and our website are not disclosed on box. All of our packages are either plain brown boxes or standard issued packaging from UPS. Return address is nondescript. Also, no catalogs will be mailed to your home.

What forms of payment do you accept?

ZALO accepts the following forms of payment:

PayPal

We are unable to accept checks, cash or money orders.

I signed up but haven't received any emails,how can i be sure to get them in my inbox?

Due to the nature of our business, our emails may end up in your spam or junk folder. Be sure to add info@zalo.com.cn to your 'white list' to be sure our emails end up in your inbox.

How do i unsubscribe from the newsletter?

You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter.

You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter.

Email subscribers receive our newsletter as well as special offers and exclusive discounts that aren't available to the general public.

Why do you need my e-mail and phone number?

It is very important for you to provide the correct information for a couple of reasons. First and foremost let us reassure you that we do not share this information with anyone unless it is directly related to your order (such as providing info to the carrier). A correct e-mail address is necessary for you to receive any updates and/or tracking information regarding your order. We do not share your e-mail address with any third parties that will send you unwanted or spam mail. Your e-mail address used to contact you online is used solely for use between you (buyer) and ZALO to respond to any inquiries regarding orders or products and to comply with any requirements of law i.e.: verification for suspected fraudulent activities. We generally choose to e-mail our customers realizing that you may not want to discuss your order over the phone, however, if we do need to call you it is only out of necessity. Rest assured that the conversation will be as discreet as possible with no direct reference made to the items in your order.

All information is secure

We do not distribute, sell, or rent your name or personal information to any third party, and will never do so without your permission. This includes any e-mail addresses or mailing addresses that you provide. When you place an order, your mailing address is for shipping use only.

How to extend product durability

Store the massager in cool and dry place away from sunlight;
Clean the massager with ZALO cleanser after each use and keep in matching storage pouch;
Attention defends mechanical failure caused by falling and crash.

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