FAQs
What can we help you with today?
How can we help you?
Hi, zezelife friends! Here are a few of the questions we get the most. If you don’t see what’s on your mind, reach out to us anytime on online chat, or email at [email protected]
Most Popular Questions
Shipping
You can check your order status via login to your account or simply ask customer service for help! The three order status are listed as follows:
On-hold: You payment is under processing and once your payment is proceed sucessfully, the order status will be automatically changed to Processing. If your order status show as on-hold for more than 24 hours, please contact our customer service to get instant help.
Processing: You’ll receive an email automatically after the payment proceed successfully, which means your order is confirmed and will be packaged soon. Please note that the processing time may take 1-2 business days.
Completed: You will receive another email with the tracking number after your order has left our warehouse. Please do not worry if the tracking number is not updating since there might be some time intervals for couriers to update the first status.
After your order is shipped out, you will receive an email containing your tracking number and by checking with carriers' webiste, you can get the latest update on the delivery of your package. Your order will show as delivered when it arrives at your shipping address and just enjoy them with your loving pet! If possible, do not forget to leave us a review or contact us to share your happy moment 🙂
We have warehouses in the United States where most best-selling items can be shipped from our LA warehouse. The good news is that we are gradually negotiating local warehouses, and it is expected to set up local overseas warehouses in UK/AU/CA one by one around the end of May 2023. For items not stored in local warehouse, we will ship it directly from our Shenzhen or Hong Kong warehouse.
We offer global shipping. According to the location where the item is stored and the shipping address, we provide different shipping methods to worldwide customers. Please click here to check the detailed table of shipping fees & time.
Order can be canceled before the product is shipped out. If the order is canceled you will get a full refund. Please note that we are not able to cancel shipped-out items as they have already been picked up by our courier partners and cannot be intercepted anymore.
You can change the item before it is dispatched. Since the system information transmission takes time, please contact our customer service to confirm your order status and get guidance on how to change to items.
We ship via FedEx, UPS, USPS, and other premium carriers to provide you with the fastest and most reliable service available.
Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, or with your doorman.
No – at this time we are unable to ship to P.O boxes, APO/FPO addresses. We currently only ship to physical home or commmercial address.
Before the package is shipped out, you can contact our customer service to obtain guidance on modifying the address. Due to the information integration time gap, we will try our best but please understand we cannot guarantee the success of the address change.
After the shipment, the address change is not possible, so please double-confirm your shipping address before placing an order.
Please check our order tracking page for more guidance or simply get help from our customer service team.
Payments
You can click the navigation menu to browse different categories. Or you can search for the items you would like to order. Use the search bar at the top of the page to search for products. Click on a product to see more details. To add the product to your cart, click on the pink button that says “Add to Cart.”
After you add something to your cart, you can keep shopping or check out. To check out, click on the pink button that says “Proceed to Checkout.”
On the checkout page, add or select your shipping address. Zezelife is proud to support global shipping. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the button and proceed with the payment. You will receive an order confirmation email as soon as we received your payment.
We like to make it as easy and convenient as possible for you to make a purchase from zezelife.com. Currently, we accept the following payment methods
- PayPal / PayPal Credit
PayPal allows you to make payments using a variety of methods including PayPal balance, bank account, PayPal Credit, debit or credit cards(you may scroll down on this page to check how to pay credit/debit card without a PayPal account), and rewards balance. - Credit Cards / Debit Card
Currently, we accept Visa, Master, Diners Club & Discover credit/debit cards via the Credit/Debit Card payment gateway. - Cryptocurrency Payment by Coinbase
Our customers are now able to checkout and pay with Bitcoin, Ethereum, and USD Coin via Coinbase. - Bank Transfer
Our customer could also pay us local currency (USD/AUD/CAD/GBP/EUR) via bank transfer now. Contact our online agent or simply email to [email protected], and you will get our local banking details in US/AU/CA/EU/UK soon.
As a payment might be rejected due to the change of IP address, internet enviroment, etc, If your payment is declined, you can simply call your bank to get the transaction approval and then pay again within the same method or change to another payment method.
Your payment method will be charged automatically on the date the order is placed if you place an order via Paypal, Credit Card, Coinbase. If you placed order via bank transfer, you should ask our customer service to get the bank details first.
- For Whatever Reason or Just No Reason
Simply, pay again via PayPal. As PayPal accept almost all kinds of credit card as well as PayPal balance, bank account, PayPal Credit. At the same time, paying with PayPal gives you an extra level of security and fraud prevention. - Do Not Honour/High Risk/Fraud
It means declined by the card-issuing bank. You need to call your bank (Most of the time, they will call you first) to verify the transaction was processed by yourself, the cardholder, then pay again. - Duplicate
It means you have successfully paid for anoher order within 24 hours. The payment gateway is worried about repeated deductions so rejected this payment; if you need to process this payment, just try again via another payment metold. - Expired Card/Insufficient Funds/Over Credit Limit You need to pay with a new card.
- Stolen or Lost Card
The card issuing bank marks the card as a lost card, and you need to pay with a new card. - Invalid Transaction
Currently, our credit card payment gateway supports Visa, Master, Diners Club & Discover (excepted American Express and JCB). Invalid transaction means that you used the other cards to pay, such as the cards that can only be used for refueling. You need to pay with a supported card. - CVV2 Failure/Invalid Card Number
Wrong billing info. You could check the billing info and pay again. - 24hr More Repeat/Canceled
It means your payment failed more than 3 payments within 24 hours, so our payment gateway rejected the payment. You could pay again with a new card or check correct billing info and pay after 24 hrs.
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
All orders will be charged in USD and the exchange rate is determined by your card issuer real-time exchange rate.
Promotions
Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Promo Code.” Then, click the button that says “Apply.”
Sorry, you can only use one code per order and they different discount codes cannot be used in combination.
Yes! We do offer any additional discounts for veterans or senior citizens. The discount code can be obtained via our customer service after we receive your student card or military ID card.
Returns
We offer 30-DAY EASY RETURN, which means as long as you are not 100% satisfied with your purchase, you can submit your return request via our 7/24 online customer service or email to [email protected].
The return request must be submitted within 30 days of the item being delivered. The item must be unused, unworn, and placed in its original packaging. For non-defective items, you should be responsible for the return shipping cost.
Non-returnable items include:
- Used products
- All custom products
- All Clearance items are Final Sale
zezelife.com does not take title to returned items until the item arrives at our warehouse.
Once the returned item is received we will refund you the cost of the item, excluding any shipping costs. Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 20 business days.
Custom
Sure. Please feel free to view our custom products collection and get your personalised gifts for you and your pet!
Usually, custom items take 1 to 2 weeks, depending on the order volume and the categories. Please refer to the product details page, where we already provide an estimated time.
Sure! We love to hear from you. Please feel free to contact us and raise your ideas. You may be rewarded for your creative ideas!
Rewards
We cherish every user who visits our website, and this rewards program has been set up to give back to our customers and their loving pets. Please click here to view our rewards rules and get access to join our zezelife family!
You can earn points by registering our zezelife members, follow our social medias, refer to your friends, etc. Simply click on the 'Join now' tab to view all current ongoing promotions.
Simply go to My account and you will see your point balance clearly. If you have questions about the credit, please contact our customer service for help!
No. Your points and coupons will never expire.
Support
You can reach one of our devoted customer service reps via online chat or email anytime, day or night – we're available 24/7. Our customer service email is [email protected] and we'll get right back to you with a response asap.
We're available all day every day, 24/7, 365 days a year.
No, there is no minimum purchase required. You may purchase as many items to donate as you would like.
We do not charge any tax to US customers.
Import tax might be charged for EU/CA/AU customers. The rate is depend on your local customs and you can reach our customer service to get assistance on how to lower the tax burden.
We take your information privacy seriously. Every order is processed through SSL checkout system. Please rest assured that you are always safe to shop with us!
Read our Privacy Policy for more details.
For any wholesale and potential stockist inquiries, please contact [email protected]
