We're here to help!
Let us know how we can best serve you. Choose the option below that best fits what you need, or send us a message. It is an honor to serve you.
We will get back to you within 5 business hours.
Track an orderSee delivery status without waiting for a reply
Refund and ExchangeRead the policy before you write in
FAQs
Find answers to common questions about selling, orders, payments, and live sales.
You can follow your package every step of the way from the “My Order” page on the specific order. We’ll send you notifications for every update, so you’re never left wondering.
Yes. Think of it as your insurance policy for every order. A clear video is the only proof we accept to resolve claims for damaged, missing, or incorrect items instantly.
To make it count, ensure the package label is visible before you break the seal. It’s your fastest way to get a refund without the long back-and-forth.
To make it count, ensure the package label is visible before you break the seal. It’s your fastest way to get a refund without the long back-and-forth.
If there’s an issue, go to your order in My Order and tap Return. You’ll be asked to choose a reason (damaged, wrong item, or incomplete order) and whether you’d like a refund or exchange, then upload your evidence. We’ll take it from there.
No. You never have to worry about finding a courier. Whether the vendor is next door or in another state, either Zono or the vendor will arrange the pickup for you.
It depends on how the vendor fulfils your order:
- Shipbubble orders: our logistics partner Shipbubble will send a delivery partner to your door. You’ll see the status update in the app from “Pickup Scheduled” to “Delivered.”
- Self-delivery orders: the vendor will send their own rider. For your security, the rider will give you a Secure Code. You must enter this code into your Zono app upon handing over the item. This is your proof that the return happened.
You don’t message vendors directly on Zono — that keeps both sides protected. If something’s wrong with an order, raise it from My Order (damaged, wrong, or incomplete) and we’ll review the evidence. For anything else, contact Support below or message us on WhatsApp.
Our support team typically responds within 5 business hours and aims to have most issues fully resolved within 24 business hours. We’ll keep you updated if a complex case needs a bit more time.
Zono acts as a neutral judge. We review the tracking data, your unboxing video, photos, and any evidence you’ve submitted. If the evidence supports your claim or the vendor doesn’t respond in time, we will process your refund under our Buyer Protection Rules.
We move fast to get your funds cleared. Once the item reaches the vendor:
Once processed, refunds are paid to your original payment method (bank or card); depending on your bank, this can be instant or take up to 2 business days.
Can I get my refund in a Zono wallet instead?
Currently, all refunds are sent to your original payment method. If we add a wallet option in the future, you’ll be able to choose that preference in your settings.
- For Zono-handled returns: your refund is processed after the vendor receives the item and the brief review window closes (usually 12 AM midnight), as long as the vendor doesn’t raise a dispute before the deadline.
- For self-delivery pickups: your refund is automatically scheduled for 12 AM (midnight) after you enter the secure pickup code, as long as the vendor doesn’t raise a dispute before the deadline.
Once processed, refunds are paid to your original payment method (bank or card); depending on your bank, this can be instant or take up to 2 business days.
Can I get my refund in a Zono wallet instead?
Currently, all refunds are sent to your original payment method. If we add a wallet option in the future, you’ll be able to choose that preference in your settings.