FAQ

Customer Service business hours are 8:30 AM to 5:30 PM PT, Monday-Friday.

SHIPPING FEES

We offer Free Standard Shipping for all orders over $75 to the 50 states and the District of Columbia. The minimum order value must be $75 before taxes, shipping and handling.

Shipping fees are non-refundable. If you refuse any shipments from Zoumart.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

DELIVERY TIMES

Due to the impact of Covid-19, we are currently experiencing minor delays with our shipping carriers.

Please allow up to 2 business days (excluding weekends, holidays, and sale days) to process your order.

Processing Time + Shipping Time = Delivery Time

 

Shipping Method Cost Shipping Time
Standard Over $75 Free 2 – 5 business days
Standard Under $75 $6.99 2 – 5 business days
Expedited $25.00 Up to 2 business days

 

Please note that the delivery times listed above are only estimations. We can never guarantee a delivery date and once a package has left our warehouse, we have very little control over it.

ZOUMART is not responsible for any delays caused by the carrier, especially during high-volume periods. Tobi is not liable for missing packages due to errors on the customer or carrier’s part.

CHANG THE DELIVERY ADDRESS

Unfortunately once your order has been placed, we are unable to make any changes. Please make sure to double check your shipping and billing information is correct before submitting your order

SHIPPING FAQS

What if my package was lost or stolen?

ZOUMART is not liable for lost, stolen, tampered with, or carrier delayed packages.

What if my package was marked delivered but not received?

If you didn’t receive your package, please follow the steps below:

  • Verify the shipping address provided is correct. If the initial address provided was incorrect, your package will most likely be returned to our facility and processed as a Return To Sender.
  • Look around the delivery location for your package, as the order may have been left in an unusual location.
  • See if someone else accepted the delivery, such as a roommate or neighbor.
  • Check in with your local post office, as packages are often held there for pick up.

 

ZOUMART does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

PAYMENT OPTIONS

CREDIT CARDS

  • We accept payments from Visa, Mastercard, American Express, and Discover credit cards.
  • Your account will be charged when your order has shipped.

 

PAYPAL

  • Please note Paypal is not available for customers ordering from Canada.
  • Your account will be charged when your order has shipped.

 

VENMO

  • Your account will be charged when your order has shipped.

 

SEZZLE

  • Sezzle is only available for US customers at this time.
  • Your account will be charged when your order has been placed.

 

If you’re experiencing any problems, please contact help@zoumart.com,.

CREDIT CARD VERIFICATION

For security purposes, our billing department may take extra measures to verify the cardholder’s identity and billing information.

A common pre-authorization bank practice may appear as a “double charge” on your statement–but don’t worry! The second pending charge transaction is not debited from your account and will automatically clear once the purchase debit clears. The time it takes for the second charge to clear is dependent on your banking institution.

Our Billing Department will contact you via email if we’re unable to verify the billing information provided. If we don’t hear back from you in 3 days the order will be canceled.

RESTRICTIONS

Promo codes cannot be applied to past orders or combined with other promotions.

The 50% off code is applied to the full price of an item. If the item is on sale, it will deduct the amount up to 50% off the original retail price – not an additional.

PROMO CODES

HOW TO USE YOUR PROMO CODE

Apply your code in the promo code box during checkout. Updated prices will be reflected immediately after applying the code.

ISSUES APPLYING PROMO CODE

Unfortunately, promo codes cannot be applied after the order has been placed. Having trouble? Please provide a screenshot of the error message and email us at help@zoumart.com! Our Care Team is happy to help.

DO YOU OFFER FREE RETURNS?

Hey babe! We’re bummed things didn’t work out. However, the good news is we offer free returns within the United States when you use our prepaid return shipping label.

What you should know:

  • We issue refunds as store credit to be used on future purchases. Store credits never expire and can be treated just like cash on our online store!
  • If your order was placed without registering or signing in to your Tobi.com account; you will have to register, or sign into your Zoumart.com account to view and apply your store credit.
  • Returns must be postmarked within 10 days of the delivery date to be eligible for FREE return shipping.
  • All items need to be in original condition (a.k.a. unworn, unwashed and unaltered with hang tags still attached).
WHAT IS YOUR RETURN POLICY?

 

WHAT IF I WANT TO RETURN ITEMS FROM SEPARATE ORDERS?

That’s totally fine! Just combine them into one package and include packing slips for each order.

Note: Both orders must be within 30 days of the delivery date.

I SHIPPED MY RETURN PACKAGE. NOW WHAT?

After you’ve shipped your package…

  • You will receive an e-mail confirmation once your refund has been processed and credited (Returns will be processed in the order they are received.)
  • Refunds will be credited as store credit
  • Original shipping charges are non-refundable
HOW DO I TRACK MY RETURN PACKAGE?
  • Don’t forget to write down your 22-digit tracking number from the prepaid return label! This is the only way you’ll be able to track your package.
  • You will only receive an email confirmation once the return has been fully processed
EXCHANGES
  • Sorry, we do not currently offer exchanges to the United States.
ORDER STATUS

Click here anytime to check the status or log into your Zoumart account and locate your order number under Order History.

If your order status shows “Processing”, then we have received your order and it is being processed in our warehouse.

Once your order has shipped, you will receive a Shipment Confirmation email that contains your tracking number, if available.

TRACKING

To locate your tracking number, click on your order number in your Account page. If you checked out as a guest, your tracking number is located in your Shipping Confirmation Email.

CHANGE MY ORDER

Unfortunately once your order has been placed we are unable to make any changes.

DAMAGED, WRONG, OR MISSING ITEMS

If you wish to cancel your order, please contact our Customer Care Team immediately. Once an order reaches a certain state of processing we will not be able to cancel.

HOW DO I TRACK MY RETURN PACKAGE?
  • Contact our Customer Care Team if you believe you have received defective or incorrect merchandise (style, size, color) within 5 days of receipt and provide a photo of the defect.

Still have a question?

Please contact us for more information.

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