Refund policy

We want you to be happy with what you bought. If something is not right, you have 90 days from the day your order is delivered to request a return. All orders are shipped within the United States and all refunds are issued in U.S. dollars (USD).

What can be returned

To be eligible for a return, the item must be:

• requested within 90 days of delivery;
• in the same condition you received it — unused, unworn and undamaged;
• in its original packaging, with all tags, inserts and accessories included;
• accompanied by your order number or another proof of purchase.

Every return is inspected when it reaches us. Items that come back used, worn, washed, missing parts, or damaged after delivery may be refused or refunded only in part. We will always email you before making that call, and we will tell you why.

How to start a return

Returns must be authorized by us before you ship anything back. Packages sent back without authorization cannot be accepted, processed or refunded.

• Step 1 — email us. Write to support@zwellnessco.com with your order number, the item or items you want to return, and the reason. If the item arrived damaged or defective, attach photos.
• Step 2 — receive your return authorization. We reply within one business day. Our reply contains your return authorization, the return address, and step-by-step instructions on how to pack and send the item. The return address is issued with each authorization, so always use the address in that email.
• Step 3 — ship the item back. Send it within 14 days of receiving your authorization, using a trackable shipping service, and reply to our email with the tracking number. Please keep your shipping receipt until the refund lands.
• Step 4 — we inspect and refund. Once your return arrives we inspect it and email you to confirm whether the refund was approved.

Who pays for return shipping

If you are returning an item because you changed your mind, ordered the wrong option, or it is simply not the right fit for you, you pay the return shipping. The shipping you originally paid — for example the $9.95 USD Express upgrade — is not refunded in that case. We do not charge restocking fees.

If the return is our fault — the item arrived damaged or defective, or we shipped the wrong product — we pay the return shipping. We send you a prepaid return label if we need the item back, and any shipping you paid on that order is refunded in full.

Refunds

After we receive and inspect your return, we email you the result. Approved refunds are issued within 5 business days of the inspection, to your original payment method — the same card, wallet or account you used at checkout. We cannot refund to a different card, send a check, or pay out in cash.

Once we issue the refund, your bank or card issuer normally needs another 5–10 business days to post it to your statement. That part is outside our control. If more than 15 business days have gone by since we confirmed your refund and you still do not see it, check with your bank first, then email support@zwellnessco.com and we will send you the transaction details so they can locate it.

Items we cannot accept

For health and hygiene reasons, personal care products that are worn directly against the skin or the feet — such as insoles and compression socks — can only be returned if they are unopened, unworn and still in their original sealed packaging. The same applies to any item that is sold sealed for single use.

This restriction does not apply when something is wrong on our end: if an item is defective, arrives damaged, or is not what you ordered, contact us and we will make it right regardless of the seal. If you are unsure whether your item qualifies for a return, email us before shipping it back and we will tell you.

Exchanges

The fastest way to get the item you actually want is to return the one you have and place a new order for the replacement — that way you are not waiting on the return to travel back before the new item ships. Start the return the same way as above and we will refund the original order once it is approved.

If you would rather have us swap the item for you — a different size, for example — say so in your email and we will arrange it, as long as the replacement is in stock.

Damaged, defective or incorrect orders

Please inspect your order as soon as it arrives. If an item is damaged, defective, or not the product you ordered, email support@zwellnessco.com within 7 days of delivery with:

• your order number;
• photos of the item, showing the problem clearly;
• photos of the shipping box and the packaging it came in.

We will send a replacement or issue a full refund — your choice — and you will not pay anything toward return shipping for our mistake.

Canceling an order

Orders are processed within 1–2 business days, so cancellation windows are short. If you need to cancel, email support@zwellnessco.com as soon as possible, ideally within 24 hours of placing the order. If the package has not yet been handed to the carrier, we cancel it and refund you in full.

Once an order has shipped it can no longer be canceled, but you can still use the 90-day return process described above after it arrives.

Questions

Email support@zwellnessco.com and we will get back to you within one business day. Our support hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, and email is our only support channel.

For delivery estimates, rates, tracking and lost packages, see our Shipping Policy. For support hours and what to include in your message, see our Contact Information page.