(Outstock) Shipping & Returns

Shipping Method

 We mark the parcel as gifts and will be paying for any associated shipping cost involved in the parcel arriving to your country. We are not involved in any custom fees (if any) for different countries.  Our international fulfilment and shipping center is strategically located in HK and Singapore.

 We keep the parcels in a grey bag or special envelope for privacy. Then mark the parcel as gifts and will be paying for any associated shipping cost involved in the parcel arriving to your country. We are not involved in any custom fees (if any) for different countries.  Our International Fulfilment and Shipping center is strategically located in HK.

We do not ship orders on Saturday, Sunday, or Holidays.

*** Please also include your contact number (Home / Mobile) in the Notes section during checkout, this way if the parcel is unsuccessfully delivered, they will be able to call you to let you know for pickup at your local postal office ***

 Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any unexpected delay.

EXAMPLE OF A PREVIOUS CUSTOMER

After you see that your item has left Hong Kong, you can use the website of your country's national postal system to track your item. Here are the links to the websites of some countries' postal systems.

Sometimes a return is inevitable and we accept appropriate returns and have set up a few guidelines to assure that returns are handled properly and fairly: 

• For returns, please send us an email at service@arrowzoom.com by specifying your name and order number in the first instance
• We do not offer refunds or exchanges for reasons of buyer's remorse (purchased wrong design/size/undelivered address, etc.). Therefore, please be 100% sure about what you want to buy before placing your order and address is correct!
• For orders not yet shipped but cancelled, there will be a small 15% cancellation fee as items have already been sent to production and this requires disposal of the merchandise.
• In the event that your parcel is returned to us, we can resend it to you, but you will have to pay the shipping fee. If you would like to treat it as a return (applicable only for wrong item sent or product quality issues), we will refund the value of the product(s) minus a 50% restocking fee. Shipping fees will not be refunded. 
• All requests for returns due to mistaken shipments must be approved by us within Three working days of receipt of notification.
• Merchandise must be in new condition, you can open it, but don't make it dirty or altered.
• Returns issues must be raised within 2 weeks from the parcel has been sent out with valid reasons (ie reasons due to no longer needed are not accepted as valid reasons for return items) 
• No credit will be issued on items damaged due to shipping problems and any other situations beyond our control. The shipping company is liable for shipping negligence and you may request damages from the shipping company.

Mis-delivered / Returned Parcels

We are not responsible if your parcel is mis-delivered or returned to us due to

• Your supplying of a wrong/invalid delivery address during order confirmation
• Your failure to pick up your parcel at the post office.

In the event that your parcel is returned to us, we can resend it to you, but you will have to pay the shipping fee. If your parcel was mis-delivered (delivered to another address) due to any of the above reasons, no compensation will be provided. 

Privacy Policy

We are fully committed to protecting your privacy. Any information that is given to us will be used only to enhance your shopping experience with this site. Any personal information that you submit will be used simply to process your orders and is protected by our secure server. You can request to be removed from our list by simply emailing us at service@arrowzoom.com 

You may also update or change the personal information we have collected by sending an email to the same email address. Should there be any changes to our privacy guarantee, relevant changes will be posted to this portion of the site.

 

Reliable Support

TALK TO AN ACTUAL HUMAN ONLINE

We see our customers as invited guests to a party and we are the host. It's our job everyday to make every aspect of the customer experience a little better. Friends, we want to talk to you in-person. While other companies try to push you to automated systems, we are making sure you are personally taken care of every time you have a question. We want to cut through the nonsense and handle your your problems directly. We're going to be messaging you back as soon as possible to make sure you're 100% taken care of.