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Help & FAQs

Add some general information for your shoppers.

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1. Payment
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2. Refund & Warranty Policies
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3. Order & Shipping
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4. Pre‑order 
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5. Worry-Free Purchase
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6. Compare & Care Guide
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2. Refund & Warranty Policies
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3. Order & Shipping
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4. Pre‑order 
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5. Worry-Free Purchase
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6. Compare & Care Guide

1. Payment

What payment methods do you accept?

Visa、MasterCard、American Express、PayPal、Klarna、Afterpay、

Can I add my discount code after purchase?

If you forgot to apply your discount code at checkout, please email cs@zonlihome.com with your order number and offer details. We’ll provide the best possible solution. Please note that only one discount code can be applied per order.

2. Refund & Warranty Policies

What is your exchange policy?

·   Request: Please email cs@zonlihome.com with your order ID and the item you’d like to exchange. We’re happy to help.

·   Price difference (applies in all cases): If the replacement is higher in value, you’ll pay the difference; if lower, we’ll refund the difference to your original payment method.

Before shipment

·   Process: We can adjust your order before it ships. The price difference will be settled as above.
 

After shipment

·   Timeframe: 30 days from the shipment date.

·   Condition: Must be unopened with an intact factory tamper‑evident seal (e.g., shrink wrap, seal tape, tear label, vacuum bag). Include all paperwork, parts, freebies, and internal packaging. The outer shipping carton alone doesn’t qualify.

·   Handling fee: 10% of the item value per piece. This includes return shipping and transport‑related wear. The re‑shipment shipping fee is payable by the customer.

·   Defects on arrival: Please report within 7 days; the handling fee is waived and we’ll assist under our warranty/replacement process.

·   Opened: seal broken, cut, removed, or re‑applied

·   Handling fee: 20% of the item value applies, plus shipping fees for the replacement.

 

What is your warranty policy?

Warranty term by product

·   Futon Mattress: 1-year limited warranty against manufacturing defects from the date of purchase.
·   Battery Heated Blanket: 3-year limited warranty against manufacturing defects from the date of purchase.
·   Other products: Unless otherwise specified, products carry a 1-year limited warranty. Some items may have product-specific warranty terms; please refer to the product page or your order confirmation.
·   Clearance or special sale items: No warranty is provided for special-price/clearance items.

 

Coverage and service

·   For qualifying defects within the warranty term, Zonli will provide a one-time repair or replacement of the original product in the specification purchased. Replacements will match the original size, color, and quantity with no modifications.
·   There are no fees or deductibles. Zonli will arrange collection of the original product and delivery of the repair/replacement at no cost to the customer.

 

Eligibility and limitations

·   The limited warranty covers the original purchaser while located within the United States and is valid for the period of ownership by the original purchaser of products purchased directly from zonlihome.com.
·   Exclusions include damage from misuse, abuse, improper care, accidents, unauthorized repairs or modifications, normal wear and tear, cosmetic changes, failure to follow care/usage instructions, consumables and accessories, and loss or theft.

 

How to submit a claim

·   Submit your warranty claim via our self-service portal. If you need assistance, email cs@zonlihome.com.
·   To help us assess quickly, please include:
    Order number and product name
    Description of the issue and when it was first noticed
    Clear photos or video showing the defect
    Original proof of purchase

 

Limited edition items

Exchanges are available while stock lasts. If a limited-edition item is no longer available for exchange, we will offer alternative options or store credit, based on your preference.

What is your return policy?

Return Window: 30-day return window from the carrier-confirmed delivery date.

 

Return Eligibility and Fees

·   Condition: Items must be in like-new, sellable condition with all original accessories, manuals, internal packaging, and any free gifts. The outer shipping carton alone doesn’t qualify.

 

·   Restocking/processing fee:

10% of the item price if returned with the original manufacturer’s tamper‑evident packaging intact and unsealed (e.g., shrink wrap, seal tape, tear label, vacuum bag remains intact).

20% of the item price if the original packaging is opened, missing, re‑applied, or damaged.

Non-refundable: Original shipping costs and Worry‑Free Purchase insurance are non‑refundable once the product has shipped.

 

Sale and Final Sale Items

·   Final Sale items — including clearance, “pay shipping only,” BOGO, and free gift promotions — are not eligible for returns or exchanges.

·   Discounted items not marked as Final Sale follow the standard 30‑day policy; original shipping is not refundable.

 

Refund Method

·   Refunds will be issued to the original payment method, store credit, or processed as an exchange.

·   If the original payment method is inactive or cannot accept the refund, store credit will be issued for the same amount.

·   Gift orders: Returns requested within 30 days from delivery will be honored; refunds will be issued as store credit to the original purchaser.

 

How to Start a Return

·   Please email cs@zonlihome.com with your order ID to initiate the return. We’re happy to help.

·   After review by our Customer Experience team, a prepaid return shipping label will be sent to your email within 24–48 hours. The 10% fee includes the return shipping and transport‑related wear; if the item is assessed as opened/damaged, the 20% fee will apply.

 

Return Quantity Limit

To ensure efficient processing and consistent service quality, a maximum of 2 items may be returned per order.

 

Notes for Defective Items on Arrival

If your item arrives damaged or with functional defects, please report within 7 days of delivery. Once confirmed, we’ll assist under our warranty/replacement process and waive the above restocking/processing fee.

 

3. Order & Shipping

What is your order processing time?

Processing time:

 Most in‑stock orders are processed and shipped within 2–3 business days. Business days are Monday–Friday, excluding public holidays.
 

Cut‑off time:

 Orders placed after 12:00 PM Pacific Time (PT) will be processed on the next business day.
 

Weekends and public holidays: 

Fulfillment operates on business days only; orders placed during weekends or public holidays will enter processing on the next business day.
 

Peak periods: 

During major sales and holidays, please allow an additional 1–2 business days for processing.

Where do you ship to?

Service area: We ship to residential and commercial addresses within the U.S.
Standard Shipping: 3-5 business days
Orders under $100: $9.9
Orders over $100: Free

 

PO Boxes and APO/FPO/DPO: 

Availability depends on carrier, product size, and contents (e.g., batteries, oversized items). Some items may be ineligible. Please contact cs@zonlihome.com before ordering.
 

Freight forwarders: 

Shipping to freight forwarders requires prior approval. Orders sent to unapproved forwarders may be canceled due to warranty and fraud‑prevention policies; using a forwarder may limit or void warranty coverage.
 

Exceptions and surcharges (U.S. territories): 

Alaska, Hawaii, Puerto Rico, Guam, American Samoa, and other non‑contiguous areas are not eligible for standard rates. Additional fees and longer transit times may apply based on ZIP code and dimensional/volumetric weight. 

Please contact cs@zonlihome.com before purchase to confirm fees and delivery estimates; we’ll confirm any surcharges before charging.

Do you ship outside the contiguous U.S. or internationally?

Availability:

 International shipping is available to select countries/regions on a case‑by‑case basis. Please email cs@zonlihome.com to confirm eligibility, fees, and transit times before ordering.
 

Incoterms: 

DAP (Delivered At Place). Duties, taxes, and import fees are not prepaid by Zonli and will be collected by local customs or the carrier.
 

Import charges:

 The recipient is responsible for all import charges required by the destination country.
 

Refusal to pay duties/taxes:

 If a shipment is returned or abandoned due to unpaid charges, we may deduct return freight, storage, customs handling, and processing fees from the refund. Original shipping fees are non‑refundable. Upon request, we can provide carrier documentation for assessed charges.
 

Customs clearance: 

Customs processing may extend delivery by 2–7 business days depending on the destination. For estimates, please consult your local customs office.
 

Product restrictions: 

Certain items (e.g., battery‑powered or oversized products) may be ineligible for export to specific countries.
 

Returns and exchanges: 

Due to regional constraints, international orders are not eligible for returns or exchanges. Please review specifications carefully before purchasing.
 

Can I change my order or shipping information?

Processing speed & update limitations
Our fulfillment team processes orders quickly, and most orders enter the shipping workflow within a few hours after confirmation.
Once an order is confirmed, we’re generally unable to update shipping details.

 

Address changes (before shipment)

If your order hasn’t shipped, email cs@zonlihome.com with your order ID. We’ll do our best, but changes aren’t guaranteed once processing begins. Requests within 3 hours have the highest chance of success.
 

Address changes (after shipment)

If your order has shipped, please use the tracking link in your shipping confirmation to contact the courier and request a redirect, hold at location, or delivery instruction update. Success and any applicable fees depend on the courier’s policies and timing (FedEx Delivery Manager).

 

Incorrect address

We ship to the address provided at checkout. 

If an incorrect address is provided and the parcel is delivered there, we’re unable to retrieve it.

 If returned to sender, we can reship to a corrected address after collecting the applicable shipping fees. 

Please double‑check your details before placing your order.

 

Cancellations

If an order has shipped, it cannot be canceled. You may refuse delivery or return the item once received, in accordance with our Return Policy. See Return Policy for condition requirements and any restocking/processing fees.

 

Refused or undeliverable packages
Customers are responsible for all shipping charges on refused or undeliverable orders, unless the merchandise arrived damaged. This includes both outbound and return shipping. These costs may be deducted from your refund unless otherwise stated. Orders canceled or refused after they have shipped will be treated as a return and are subject to the Return Policy.
If damage is suspected, please retain all packaging, document with photos, and contact cs@zonlihome.com within 48 hours of the delivery attempt (or within the legally mandated window in your jurisdiction).

 

Where is my package?

Still can’t find it?
Email us at cs@zonlihome.com with your order ID, and we’ll help track it down.
Note: Tracking may take 12–24 hours to update after the label is created, depending on the carrier’s first scan.


Think your order might be lost or delayed in transit?

Our carriers typically deliver within 3–5 business days. However, occasional shipping delays are unavoidable.
For the fastest resolution, please contact the carrier directly first using your tracking number.
If you haven’t received your order within 10 business days and have already contacted the courier, email us at cs@zonlihome.com and we’ll assist further.

 

My order was marked as “Delivered” but I can’t find it

If your order shows as delivered but hasn’t arrived, please follow these steps:
Verify the shipping address on your order confirmation to ensure it’s correct.
Check all possible delivery areas around your home, apartment, or office — porches, side gates, building mailrooms, parcel lockers, and with neighbors or reception.
Contact the courier directly using the tracking information in your shipping confirmation email. In some cases, packages may be scanned as delivered prematurely or left in an unexpected location. Couriers can often provide additional details such as GPS delivery coordinates or delivery images.
If after these steps your package still cannot be located, contact our Customer Experience team at cs@zonlihome.com with your order ID and tracking number.
 

Important timing

Please raise delivery concerns within 7 days of the marked delivery date so we can best support you while information is still accessible from the courier.
Note: Tracking may take 12–24 hours to update after the label is created, depending on the carrier’s first scan.
 

Common reasons for delays

Weather or natural events: 

Severe weather, road closures, or natural disasters impacting transit routes.
Peak seasons and holidays:

 High parcel volume during major sales or holiday periods may cause carrier backlogs.
First scan delay: 

Tracking may not update until the first physical scan; this can take 12–24 hours after label creation.
Address verification issues:

 Missing unit numbers, incorrect ZIP codes, or unverified addresses can delay dispatch.
Remote or restricted areas: 

Deliveries to islands, non‑contiguous U.S. territories, PO boxes, APO/FPO/DPO, or remote locations may have limited service schedules.
Customs clearance (international): 

Import inspection and duties/taxes processing can add 2–7 business days depending on destination.
Security/fraud checks: 

Orders flagged for verification may be paused until confirmed.

 

Can I specify a delivery date?

We partner with reputable third‑party carriers, so we’re unable to guarantee delivery on an exact date. 

Weather or operational delays may occasionally affect arrival by a few days.
As soon as your order ships, we’ll send a shipping confirmation email with your tracking number.
Please monitor your tracking for the most accurate estimated delivery date. If you’ll be out of town and need the package held or delayed, contact the carrier directly to request a hold at location or a new delivery date.

I only received part of my order. Where are the rest of my items?

In many cases, orders ship in multiple packages. 

When your order is split, we’ll notify you and share each tracking number. We’ll also email you updates as new tracking numbers become available.
If you don’t see these emails, please check your spam/junk folder. Can’t find them? Email us at cs@zonlihome.com.

 

To help us investigate quickly, please include:

Your order number
A list of the missing item
Photos of the original packaging and shipping box (if available)
 

What happens next

We’ll look into it right away and keep you updated. Note: Tracking for additional packages may take 12–24 hours to appear after labels are created or after the carrier’s first scan.

 

4. Pre‑order 

What is your Pre‑sale and Pre‑order policy?

Availability: 

Pre‑sale/pre‑order items are not ready to ship. 

Estimated ship dates are shown on the product page and at checkout and may change; we’ll email you with any updates.


Combined orders: 

Orders containing both pre‑order and in‑stock items ship together by default.


Split shipping threshold: 

If the subtotal of in‑stock items is $100 or more (after discounts, before tax), we’ll split the order so available items ship first at no extra charge.


Tracking: 

Split shipments will generate multiple tracking numbers.


Changes and cancellations: 

You may modify or cancel a pre‑sale/pre‑order until the order enters fulfillment processing. Payment is captured at checkout unless otherwise stated on the product page.

5. Worry-Free Purchase

Seel is Zonli’s official logistics protection partner. By selecting Worry-Free Purchase at checkout, you receive coverage against loss, damage, and delivery delay during transit (“Protection Service”)

What is Worry-Free Purchase?  

6. Compare & Care Guide

Quickly see the differences and care steps — all you need to know.

How Do I Choose & Care?

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