SHIPPING POLICY
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By placing an order through this Website you will be agreeing to the terms below. These are provided
to ensure both parties are aware of and agree upon this arrangement to mutually protect and set
expectations on our service.
1. We ship worldwide with UPS Expedited Service - Orders in Europe will be shipped with DHL or PostNL
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination
of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
3. Returns
3.1 Return Due To Change Of Mind
Zen's Simwheels will happily accept returns due to change of mind as long as a request to
return is received by us within 14 days after delivery of the item and are returned to us in original
packaging, unused and in resellable condition.
Return shipping will be paid at the customers expense and will be required to arrange their
own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future
purchase. We will notify you once this has been completed through email.
(Zen's Simwheels) will refund the value of the goods returned but will NOT refund the value
of any shipping paid.
3.2 Warranty Returns
Zen's Simwheels will happily honor any valid warranty claims, provided a claim is submitted
within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you
upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Zen's Simwheels to process
your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
DHL or PostNL: In general, domestic shipments are in transit for 2 - 7 days.
4.2 Transit Time Internationally
UPS Expedited: In general, internationally shipments are in transit for 3 - 22 days. This varies greatly
depending on the country destination. We are able to offer a more specific estimate
when you are choosing your country at checkout.
For a NON Custom Product - Orders placed before 11:59 CET will be dispatched the same day, otherwise, within the next business day.
Our warehouse operates on Monday - Saturday during standard business hours, except on
national holidays at which time the warehouse will be closed. In these instances, we take
steps to ensure shipment delays will be kept to a minimum.
4.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time
before the order has been dispatched.
4.4 P.O. Box Shipping
Zen's Simwheels will ship to P.O. box addresses using postal services only. We are unable to
offer couriers services to these locations.
4.5 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service
using courier services.
4.6 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your
order. Existing items in the order will be reserved while we await this item. Custom made products are usually in production between 3-10 days, the exact production time will always be given in the product description which is leading.
4.7 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct
an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow
the progress of their shipment based on the latest updates made available by the shipping
provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier
and get in touch with our customer service. If the parcel has been delivered without you
being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in
destination country. This varies by country and product value. We encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods
will be returned to Zen's Simwheels at the customers expense, and the customer will receive
a refund for the value of goods paid, minus the cost of the return shipping. (This does NOT apply for build to order/custom made product). The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to accept
cancellations within 30 days after order confirmation and/or before the order has been dispatched. If an order has already been dispatched, please refer to our Returns policy.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their
investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an
investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please contact us at:
info@zenssimwheels.com
+31 6 40493394