Frequently Asked Questions (FAQ's)
We get these questions all the time, so we thought it might be a good idea to put them all in one place.
Do you have a physical location?
Unfortunately our products are only available online. If you have any product specific questions that are not covered by the FAQ’s, please feel free to reach out to us via Facebook Messenger or our contact form.
My order is over $50 CAD, but I am not able to select free shipping.
In order to quality for FREE shipping, your pre-tax and post discount order total must exceed $50.00 CAD. In the event that you are still experiencing issues, please feel free to reach out to us via Facebook Messenger or our contact form.
Can I pick up my order?
We are committed to providing the best service for each of our customers, unfortunately, at this time, we are limited in our ability to offer local pickups.
When will my order ship?
Here’s how it works: you order, we process, then we ship.
Ordering takes a few seconds. Processing takes 1 to 2 business days (and orders placed after 1pm ET are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!
I'm having problems with my tracking information.
Sorry about that! In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via email@example.com. We can give you the inside info.
My product arrived damaged or was incorrectly packed.
Sorry about that! Rest assured, we'll make sure to get you the product(s) you ordered. Please let us know what happened and we will make it right in a timely manner. Please reach out to us via our contact form.
How can I edit my shipping address?
If your order is shipping to an incorrect address, please email firstname.lastname@example.org.
I just processed an order, but want to modify it, can you help?
Whether you want to add a couple products to your order, upgrade your shipping option, or have some specific asks, we are happy to oblige. Please feel free to contact us via Facebook Messenger or our contact form.
How do I place a return or exchange?
We're sorry you didn't love your experience with ZUSE. Please reach out to email@example.com with your order number and the products you'd like to exchange or return, and we'll take care of the rest.
What’s your return policy?
All returns must be processed within 30 days of receiving the order. Order number must be provided to place a return.
You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded. Email us at firstname.lastname@example.org and we'll help you place the return.
How long does it take to process a return?
Credit card refunds usually take 5-10 business days to appear on your statement.
How will the postage strike impact my order?
Unfortunately it depends. Typically, a postage strike will delay your shipment by 2 to 4 days. We will do our best to get your order out as fast as possible. If you need your order sooner, please feel free to select the carrier option when checking out.
Why doesn't ZUSE carry limited edition products?
We believe that if a product is truly great it should be available all year round. We know this may be disheartening, but by standing firm, we have seen fantastic limited edition products become mainstays in some of our favourite lines.
I'm looking for a specific product.
We love product discovery. We built ZUSE through product discovery and we are committed to supporting brands we love and/or discover organically. If you see something missing, let us know. Please feel free to contact us via Facebook Messenger or our contact form.
The products I want are out of stock.
We try our best to ensure that we maintain adequate stock of all the products we offer, however stock shortfalls happen. In the event that the products you are interested in are out of stock, please feel free to subscribe to our newsletter (for updates) or send us a message through Facebook Messenger or our contact form.
What is the best way to stay informed?
We believe in community building and believe that those who help build the community deserve to be rewarded. The best way to stay in touch is signing up for our newsletter. We respect your time and your mailbox and only send occasional emails with product updates or new releases. We really encourage you to follow our Facebook account and our Instagram account for the most timely product information.