1. What should I do if I have trouble logging in?
1Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.
Please make sure that your web browser accepts cookies.
The zanbase website may be undergoing system maintenance sometimes. If you have tried everything and still cannot login, please wait 30 minutes and try again.
If you are still unable to access your account, you can contact our Customer Service Department and tell us the problem. We will assign a new password for you and you can change it once you log in.
2. Can I get a discount if I make a larger order?
Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a discount quote. Please contact our Sales Department and provide the following information:
The product(s) that you are interested in
The exact order quantity for each product
Your desired timeframe
Any special packing instructions, e.g. bulk packing without product boxes
Our Sales Department will reply to you with a quote. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.
3. What should I do if I want to add or remove the items in my cart
Please sign into your ZanBase account and select the shopping cart on the top right corner of the page. You will be able to view all of the items that are currently in your shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.
4. What happens if some items are out of stock?
Every website occasionally experiences consignments with minor size issues or feature some items which are out of stock. We can not fully avoid this problem for overseas shipping of goods. If some of your ordered products are out of stock, we will notify you within 3 working days and give you a full refund for the items.
1. What is PayPal?
PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used at ZanBase to purchase items by Credit Card (Visa, Mastercard, Discover, and American Express). ZanBase cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.
2. After making a payment, can I change my billing or shipping
If you want to make a change, please contact our Customer Service Department as soon as possible during the order processing stage to tell us your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information can not be changed while the package is in transit. You can contact your local post office to let them know about the change in address for the oncoming package.
3. How do I know if my payment has been received?
Once your payment has been received, we will send you a notification email to inform you about the complete order. You can also visit zanbase.com and log into your account to check the order status at any time. If zanbase has received payment and the items have not shipped yet, the order status will show "Processing".
4. Do you provide an invoice?
Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.
5. Why am I being asked to "Verify" my payment?
Because your order will be held for a standard anti-fraud check by ZanBase. We want to avoid fraudulent and unauthorized payments.
1. Can I change the shipping method?
Once you have placed an order, we recommend that the shipping method not be altered. However, you can still contact our Customer Service Department during the order processing stage or as soon as possible after. It may be possible for us to update the shipping method if you are willing to cover any difference incurred in the shipping cost.
2. How do I change my shipping address?
If you wish to change the shipping address after placing an order, please contact our Customer Service Department as early as possible during the order processing stage to tell us your request. If the package has not been dispatched yet, we will be able to ship to the new address. You can double check your shipping address in your account information and in the final stage of the order process on the “Review Order” page.
3. When will I receive my items after I place an order?
The shipping duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.
4. Do you ship to my country and what are the shipping rates?
We ship to the United States, Canada, Australia, UK, France, Germany, Spain, Italy and Portugal. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.
5. Does the product price include the shipping price?
The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.
6. How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number will be available within the next few days of dispatch and we will update the tracking information on your account.
7. How do I track my order?
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.
8. Why is my tracking number invalid?
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status
The tracking code for the package is incorrect
The parcel has been delivered a long time ago and the information has expired
Some shipping companies will remove the tracking code history
If your tracking number is not working, we would advise you to contact our Customer Service Department and provide them with your ZanBase order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information
9. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. ZanBase does not add taxes, VAT, duty, or any other hidden charges. In accordance with Customs regulations, we cannot declare purchased items as a gift or list an amount lower than the actual product price. Please find out the tax and Customs regulations in your country.
10. If my items are detained by Customs, who is responsible for
If the items are detained by Customs, the buyer is responsible for clearance of the items.
11. What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.
12. After payment has cleared, how long do I wait until my orde
Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.
1. How can I cancel my order, before and after payment?
Cancellation before payment
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
Withdrawing an order after payment
If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.
If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.
If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact our Customer Service Department and we will process the updated order; there is usually no additional fee for this service.
Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
2. How can I return purchased items to ZanBase.com?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:
The original order number
The reason for the exchange
Photographs clearly showing the problem with the item
Details of the requested replacement item: the item number, the name and color
Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA (Return Merchandise Authentication) number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information and continue with a refund or store credit.
The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.
3. Where do I return the item?
After contacting our Customer Service Department and reaching a mutual agreement, you will be able to send the item(s) to our headquarters in Shenzhen, China. Once we have received the item(s), we will confirm the RMA information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.
4. Incorrect Shipment?
We will exchange your product in cases where the purchased product does not match the item ordered. For instance, if it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 30 calendar days after receiving the garment – it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, is damaged, has had its tags removed, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.