Returns Policy

Last updated: August 29, 2023

ZenSupply makes it easy to buy complex commercial door hardware. To provide the best customer experience, we make returns as easy as possible. Our returns policy is simple and easy to understand so you can be confident that you are making the right purchase with ZenSupply. Contact us for any questions you have and we are happy to help.

 

How to Set Up a Return Request Online
Using your account is the easiest process. If you checked out as a guest, refer back to your order confirmation email to create an account.

1. Sign in in to your account
Confirm all account and contact information are updated in your Account Settings.

2. Locate the order
Go to your Orders history.
Click the "Return Items?" link associated with the order.

3. Select the product(s) to return
Use the drop-down under "Qty to Return".
Specify the number of each product to return.

4. Specify the reason for your return
Indicate why you are returning the product (e.g. bought the wrong product, defective part).
Using the drop-down list of responses.

5. Specify the Return Action
Specify if you would like a refund, store credit, or a replacement product.
If a replacement is ordered, the customer is responsible for paying any difference in price between the product(s) being returned and the replacement product(s), including sales tax, where applicable.

6. Submit the request
You will receive an email confirmation after you submit the request.
You will receive additional information to proceed with the return.

 

What to Expect After Submitting a Returns Request

Timing

It varies depending on the situation and complexity of the order.
It takes 5-14 business days to process a return, on average.
Returns are processed in the order they are received.
Special Orders will have a longer lead time than regular requests.


We'll contact you if we need more info

Someone at ZenSupply may contact you about your return.
Typically, it's to request information that is needed to process your return.
We will provide a return identification number (e.g. RGA, RMA) that must be included in the return shipment so our returns team can identify the product(s) being returned.


Common delays & how to avoid them

First – order the right product. If anything is unclear or confusing, ask and we will help.

Second – provide complete and accurate contact information so we can contact you if needed.

A common reason returns are delayed is because we can't get in touch with the customer.

To avoid delays, make sure all contact information is complete and accurate when placing an order.

We recommend creating an account to make returns easier.

You will also be able to print past order invoices, view purchase history, create product lists, and other tools to help you save time and stay better organized.

Our commitment

We work in good faith to help each customer before, during, or after the purchase.
We work hard so you don't have to – we make the process as simple as possible.
If we can't process a return because we cannot make contact with a customer, we reserve the right, in our sole discretion, to place the return on hold, or cancel it.

 

General Returns

You may initiate a return within 60 days after receiving the product(s). Some exceptions may apply. Returns outside of the 60-day return window will not be accepted. Refunds are initiated once the item has been received, inspected, and approved. Refunds will be issued for the returned products, minus return shipping.

To qualify for a general return, the item(s):

  • Must be in resalable condition (no signs of prior installation, scratches, blemishes, or wear and tear)

  • Must be free from scratches and/or defects.

  • Must not have been installed and in original condition.

  • Must be in the original packaging, or an equivalent, and be free of writing

  • Must not be missing pieces

  • Must not be clearance/liquidations/closeout

  • Special Orders cannot be returned unless it is proven defective.

 

We recommend taking photos of the original packaging, product, and any other package contents prior to returning any item.
This is to ensure your product condition is well documented to support a seamless return process.

 

Defective Products

You may initiate a return for most defective items within 60 days of receipt for a full refund.
Specify the defective nature of the item in the Comments section of the return form in your account.
Once the item has been received by our warehouse, it will be inspected.
If the item is deemed to be defective, a full refund will be applied to your account.
Note: Products that are damaged as a result of installation or customer handling do not qualify as being defective.

 

No Restocking Fees

ZenSupply does not charge a restocking fee for items ordered out of general inventory. For special order products, see below.

 

Special Order Products

Most retailers DO NOT accept returns for special order products. ZenSupply is not like most retailers – we work with customers.

Since special order products are harder, or impossible to sell after they are returned, ZenSupply has up to 45% restocking fee for special order products depending on the brand.
Some special orders may not be returned if not proven defective.
We will notify you through email if the item is non-returnable.

If you have a special circumstance, reach out to our support team explaining why the product should be considered for return.

 

Customer Support Teams

We want to make sure that you receive exactly what you need for your project. If you need to return an item or have any questions, contact our Customer Success team by using the live chat on our site, calling (877-560-7886), or send an email at hello@zensupply.com.

 

Frequently Asked Questions (FAQs):

1. How long do I have to return an item?

For most items, you may initiate a return for a refund of the purchase price (not including shipping) within 60 days of receipt. Refunds will be applied to your account (minus return shipping) once the item(s) have been received, inspected, and approved by our warehouse team.

2. Is there a restocking fee?

ZenSupply has up to 45% restocking fee for special order products depending on the brand. Some special orders may not be returned if not proven defective. We will notify you through email if the item is non-returnable.  

3. The item I received was defective. How do I get a refund?

Initiate a return request by following the instructions above. 

4. I received the wrong item (or missing an item). What should I do?

Contact us immediately once you identify the issue. Please have the order ID and the missing or incorrect product details ready. We will identify the cause and fix the problem ASAP. If you wish to receive a refund for a missing item, you can initiate a return request following the steps above. Please add notes in the Comments section of the return form.

5. How do I set up a return?

Follow the steps above for initiating a return. An account will make the process easier to set up returns or cancel orders. If you have trouble setting up an account, reference your order notification and follow the steps to create an account. Contact us if you have trouble and our Customer Success team will help you.

6. How do I send my return?

You will receive detailed instructions by email when we send you the return identification number. Use the original packaging, or an equivalent, and repackage the item carefully. You will need to securely tape the shipping label and Return Merchandise Authorization (RMA) number to the exterior of the box.

Shipping Labels are provided only when items are proven defective.

Return labels help us efficiently track your return. If you choose another shipping method, please inform us by contacting customer service and provide the tracking number.  

Customers are responsible for all costs associated with returning items for a buyer’s remorse.
If we did not receive a response within 15 business days, items shall be disposed of.

If your shipment will travel via freight (semi-truck, LTL, etc.), then repack all items very well, secure them to the original pallet(s), and prepare them for shipment (we recommend using the packaging from the original shipment).
Follow the instructions provided with the RMA number we sent via email.
Print the freight label that we provided via email.
Do not attach the freight label to the shipment.
Use the instructions provided to contact the carrier and schedule your freight pickup.

7. How do I cancel an order?

Because our orders process and ship quickly, there is a very short period of time in which an order can be canceled. 

  • Locate your order by logging into your account. You must have a ZenSupply.com account to cancel an order. If you placed your order as a “Guest”, create an account by following the steps in the order confirmation email. 

  • If a “Cancel Order” button is visible, you may cancel your order online without assistance. 

  • If the “Cancel Order” button is not visible, it may be possible to request a cancellation before an order ship by contacting customer service. 

  • For backordered items, you will need to contact us immediately. Our Warehouse may need additional time to cancel the order. 

8. When should I expect my refund?

For most general or defective returns, we will process your credit once we have confirmation that the item has been received and inspected by our warehouse. Please allow 5 to 14 business days following delivery to our warehouse for credits to be issued. Refunds will be issued per our return policy.

9. What is a Freight Return Label and when will I receive it?

A Freight Return Label is used to return items via freight (semi-truck, LTL, etc.). This shipping method is used for bulky, heavy, or palletized products. 

  • A Freight Return Label will automatically be issued at no charge for defective returns. 

  • Freight Return Labels for general returns are offered at a per-pallet-flat-rate. The cost will be deducted from your credit. 

  • Labels are emailed separately from your return authorization email. Your label will come with instructions and carrier contact information for scheduling pick-up time frames. 

10. What is a Call Tag and how does it work?

A call tag is an additional convenience option for general returns, and is set up when a shipping carrier needs to pick up an item from your home or business and deliver it back to our warehouse. Call tags are for parcel shipments (UPS only) and must be set up through customer service.

The cost of a call tag is $10.00 per package, plus the cost of shipping. The total cost of all call tags combined with all shipping charges will be deducted from your credit amount. A call tag takes 24 hours to process. Once processed, the carrier will make up to 3 attempts to pick up the package(s) from your home or business.

11. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim? 

You may log into your account to access the return request tool. When setting up the return please select “it was damaged in shipping” as the return reason. In the description please provide as much detail as possible of the damage. You will be prompted to upload three (3) photographs of the damage.

  • If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact support. If you notice damage after delivery (concealed damage), take pictures of the damage, and complete the return online, or contact the appropriate support people. Items shipped via ground shipping must be reported within 14 business days. Freight carriers only allow two (2) business days after delivery to file a freight claim. You may set up a claim online through your account.

We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered.

12. I did not receive all my products. What should I do? 

There are occasions when an order is shipped from multiple locations and will arrive at different times. If your order has split shipments, you will be notified by email. In the event that all material is not delivered, please contact customer service.

13. My purchase was lost in transit, what should I do?

In case of a lost shipment, please contact our customer service team as soon as possible for assistance.

 

We may, at any time, and at our sole discretion, modify the aforementioned terms with or without notice to the user. Any such modification will be effective immediately upon public posting. Your continued use of our Service and this Site following any such modification constitutes your acceptance of these modified Terms.

 

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