 | Customer Service: (FAQ) Frequently Asked Questions
- Is it safe to use my credit card on your site?
- Is it safe to use my debit card online?
- What is the status of my order?
- I want to return my purchase! What do I do?
- How long will it be before I receive my order?
- Can I expedite my shipping?
- What forms of payment do you accept?
- How do I order items with Cashier's Checks or Money Orders?
- Do you ship to addresses outside the United States?
- Do you ship to PO boxes or Military APO/FPO addresses?
- What do you charge for shipping an order?
- What are the shipping charges for returning an order?
- Are there any shipping restrictions that I should know about?
- When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
- I want to know if you carry a specific brand/color/size/width?
- Do you do back orders?
- Do you have a catalog?
- What are cookies? Do I need to enable cookies on my browser to shop at Zappos.com?
- Do you charge sales tax on any item?
- How do I know my shoe size?
- Does Zappos have an outlet store?
- Do you match your own prices if an item goes on sale after my purchase?
- What is Zappos Store Credit and how do I get it?
- How do I use Zappos Store Credit?
- How can I obtain the balance of my Zappos Store Credit?
- I lost my Zappos Store Credit code; how do I get it?
- What is PayPal?
- How do I sign up for PayPal?
- How do I use a PayPal payment option on Zappos?
- What do I do if I have questions about my PayPal account?
- How is billing done for PayPal?
- When are funds transferred out of my PayPal account for my Zappos order?
- Q: Is it safe to use my credit card on your site?
A: Shopping at Zappos.com is safe. The Zappos.com Safe Shopping Guarantee backs every credit card purchase you make at Zappos.com, and our site is protected by SSL encryption technology. Learn more about the Zappos.com Safe Shopping Guarantee here.
- Q: Is it safe to use my debit card online?
A: Yes. And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
- Q: What is the status of my order?
A: Your order status will be available 24 hours after your order has been placed, by simply clicking on the "My Account" link at the top right corner of every page of our site. From there, you will be able to view information about your order.
- Q: I want to return my purchase! What do I do?
A: If you are not 100% satisfied, you can return it for a full refund within 365 days of purchase. (Returns must be unworn and in the state you received them and in the original box.)
Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. If you would like to exchange an item on your order, please call
1-800-927-7671, option 3, for additional assistance. Request a return through our website.
- Q: How long will it be before I receive my order?
A: For standard shipping, you should receive your order within 4-5 business days. Please allow additional time for shipments to APO/FPO addresses.
- Q: Can I expedite my shipping?
A: The following shipping options are available when you check out. Expedited orders placed before 1 PM Pacific on a business day will be shipped out the same day. All other orders will be shipped out the next business day.
- Standard Shipping (delivery within 4-5 business days): FREE
- 1-Business Day Shipping and Handling: $25 per order
- 2-Business Day Shipping and Handling: $15 per order
- 3-Business Day Shipping and Handling: $7 per order
- USPS Priority Mail: $7 per order
Sorry, expedited shipping is not available for shipments to Hawaii, Alaska, U.S. Territories, PO Boxes, or APO/FPO addresses. Please allow additional time for shipments to APO/FPO addresses.
- Q: What forms of payment do you accept?
A: We currently accept
Visa, MasterCard, Discover, American Express, Bill Me Later, and PayPal for
all orders.
- Q: How do I order items with Cashier's Checks or Money Orders?
A: At this time we do not accept Cashier's Checks or Money Orders.
- Q: Do you ship to addresses outside the United States?
A: We ship to all US States and Territories. Orders placed through Canada.Zappos.com can be shipped to Canada (For details, see: Canada.Zappos.com/cs_shipping.zhtml). For all other international shipping orders, an international shipping fee will be applied and extra terms and conditions will apply to your order. Read more about our international shipping charges and policies.
- Q: Do you ship to PO boxes or Military APO/FPO addresses?
A: Yes, we ship to both PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.
- Q: What do you charge for standard shipping an order?
A:
All orders shipped to a destination within the United States or its territories, or to APO or FPO addresses are shipped free of charge. Shipping charges apply to orders shipped to Canada (For details, see: Canada.Zappos.com/cs_shipping.zhtml).
- Q: What are the shipping charges for returning an order?
A: There are no return shipping charges for orders originally shipped to a destination within the United States or its territories, or to an APO or FPO address. Please note UPS return shipments must also be shipped from the United States. Return shipping charges apply to orders returned from Canada (For details, see: Canada.Zappos.com/cs_shipping.zhtml).
- Q: Are there any shipping restrictions that I should know about?
A: As regulated by the Department of Transportation, some beauty items may be considered hazardous materials due to their alcohol content and cannot be shipped to Alaska, Hawaii, P.O. Boxes, military addresses (APO, FPO), or US territories (i.e. Guam, Puerto Rico). Our policy is to ship these items via UPS Ground service. These items will be shipped separately from the balance of your order.
- Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
A: Please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept
Visa, MasterCard, Discover, and American Express for credit card payment.
- Q: I want to know if you carry a specific brand/color/size/width?
A: Click on the Search button and you will be taken to a page where you can enter multiple search criteria and you will be shown a list of all items on our site that meet this criteria.
- Q: Do you do back orders?
A: Zappos.com does not do back orders. If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.
- Q: Do you have a catalog?
A: Currently, we have a 'virtual' catalog. Our entire product line is online, we do not have a physical catalog.
- Q: What are cookies? Do I need to enable cookies on my browser to shop at Zappos.com?
A: A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
You need to enable cookies on your browser to enjoy all the shopping features at Zappos.com.
Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your Zappos.com account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "My Account" link at the top of the page. Then locate the "Logout" link at the top right, and click on it. For more information about how Zappos.com uses cookies, see our privacy policy. - Q: Do you charge sales tax on any item?
Sales tax will be added to orders being sent to Kentucky or Nevada. Shipments to Kentucky are subject to 6% sales tax. Shipments to Nevada are subject to 6.5% sales tax.
As of June 1, 2008 we will collect sales tax for purchases shipped to New York. Any order placed on or after June 1 will be subject to the appropriate sales tax. No sales tax will be collected for orders with a New York billing address if the order is shipped to a state other than Kentucky, Nevada or New York.
- Q: How do I know my shoe size?
If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device®, can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts to construct their shoes, and sizing may vary accordingly.
- Q: Does Zappos have an outlet store?
Yes! We currently have five outlet stores. Our first outlet store is located in Shepherdsville, Kentucky. Our newest store was opened in December, 2007, in Bowling Green, Kentucky. We have three outlet stores in Nevada. Two are located in Las Vegas, and one in Henderson.
2 Kentucky Outlets
3 Nevada Outlets - Q: Do you match your own prices if an item goes on sale after my purchase?
A: Yes, if an item you order from Zappos goes on sale within 10 days of your original purchase we will refund the difference.
- Q: What is Zappos Store Credit and how do I get it?
Zappos Store Credit is credit received for returns that may be used to purchase future orders on Zappos.com. When returning items you have the option to 'Receive Zappos Store Credit' or 'Refund my Credit Card'; if you select 'Receive Zappos Store Credit' you will receive Zappos Store Credit for the amount of your return.
For more information on Zappos Store Credit, see our terms and conditions - Q: How do I use Zappos Store Credit?
Zappos Store Credit may be used to make purchases on Zappos.com orders by entering your Zappos Store Credit code into the Gift Certificate or Coupon Code box below the shopping cart.
- Q: How can I obtain the balance of my Zappos Store Credit?
Your Zappos Store Credit balance is listed in the Zappos Store Credit section on the My Account Page. You may also obtain your balance of Zappos Store Credit by calling our Customer Loyalty Team at 1-800-927-7671.
- Q: I lost my Zappos Store Credit code; how do I get it?
You can find your Zappos Store Credit code in the email you were sent when your return was received and you were given Zappos Store Credit. If you lost this email or cannot find this email, you may obtain your Zappos Store Credit code by calling our Customer Loyalty Team at 1-800-927-7671 who would be more than happy to email you another copy as we're unable to provide the code by phone.
- Q: What is PayPal?
PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.
- Q: How do I sign up for PayPal?
You can sign up for a PayPal account by going to https://www.paypal.com.
- Q: How do I use a Paypal payment option on Zappos?
Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the Zappos.com web site.
- Q: What do I do if I have questions about my PayPal account?
You may contact PayPal customer service by calling 888-221-1161 or go to https://www.paypal.com for support and additional information.
- Q: How is billing done for PayPal?
Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
- Q: When are funds transferred out of my PayPal account for my Zappos order?
PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
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 |  | I had an older version of an Asics shoe and was not sure what to buy, just knew I wanted one that was as comfortable for walking. Zappos has a number to call for help with sneakers. The person who helped me called Asics to find out what the newer version was so I would know what to order. Had my shoes the next day. Have yet to find service on the web that is as good as Zappos. My size was only available in black (not the best look) but I went for it anyway for comfort while walking. |  | ~ , October 07 2008
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