FAQ

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My Order

How can I find out the status of my order?

You can check your order status by visiting your order history under My Account, or please feel free to email us at zippervalley@gmail.com.

Can I add on more items to my order?

Absolutely! If you have an open order with us and would like to add more items please use coupon code "ADDON" to avoid any additional shipping charges.

Can you cancel my order?

Short answer: we’ll try! Long answer: as long as your order hasn’t been dispatched, we should be able to cancel it. Please contact us at zippervalley@gmail.com. There will be a 5% cancelation fee due to credit card charges.

How should I report a missing item/damaged or defective item from my order?

Please report any damaged or missing items to zippervalley@gmail.com within 7 days of delivery.

What should I do if my package is lost?

If you have a package that was marked as delivered but you have not yet received it, we ask you to take the following steps:


  1. Check with your neighbours or front office (if applicable) to see if the package was left there.
  2. Reach out to your local post office or courier facility.
  3. Contact our team at zippervalley@gmail.com and include your order number.

Please report your lost or stolen shipment within 7 days of the marked delivery date. If an order is lost after being shipped to a third party mail forwarding facility, we are unable to assume responsibility of the package once it is marked as delivered. Once an international shipment has been marked as delivered, we are no longer responsible for the particular package.


Please note, Zipper Valley is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.

Trouble placing an order?

Oh no! Let us help.


We recommend refreshing your web browser and clearing your cache and cookies. This may solve issues such as populating a shipping quote, proceeding to the next section at checkout, or adding your credit card information.


If this doesn’t work, we recommend trying to check out on a different browser, using a different device, or logging out of your account and checking out as a guest.


Some other helpful tips for making sure your order goes through:


  1. Make sure your postal code or zip code on your credit card details matches the code in your billing address. For security reasons, these two postal codes will need to match for your bank to process the transaction and submit the order.
  2. Only one method of payment can be used per order. Please note that any third-party gift cards such as AMEX or Visa are considered credit cards, and will need to have a minimum of the full order total available on the card for the funds to process and complete the order.
  3. While our website does not have a scroll bar, you’re still able to scroll! You can use the arrow keys, or scroll with a mouse that has a scrolling button available. The website can also be navigated using the tab button.

If you’re unsure if your order was processed, we recommend checking your email for an order confirmation before placing a new order on our website.


For more assistance, feel free to email us at zippervalley@gmail.com with the items in your shopping cart, your shipping address, and the best phone number to reach you at, and we will be in touch as soon as possible to help.

Payment

Is your website secure?

Totally! On any page where we ask you to enter your address, phone number, or credit card information, we use secure socket layer (SSL) to encrypt the communication.

What forms of payment do you accepted?

We accept payment via PayPal, Apple Pay, Google Pay, Shop Pay or credit cards including Visa, Mastercard and Amex. Only one credit card may be applied per order. Your card will be charged at the time your order is placed.


If you are using a Zipper Valley issued gift card, the funds will be removed from your balance at the time your order is placed. Happy shopping!

How to I use a promo code?

Promo codes can be entered during the checkout process. Simply type or paste your code in the box labeled “Promo Code,” which can be located by expanding the “Add Promo Code” box under your Order Summary on the right side of your shopping bag, then click “Apply.”


Only one promo code may be applied per order. Promo codes cannot be combined with other offers. Promo codes do not apply to gift cards.

How can I redeem my gift card?

Enter your gift card code in the box labeled “Gift Card,” which can be located by expanding the “Add Gift Card” box under your Order Summary on the right side, then click “Apply.”


Only one gift card may be applied per order. If you have misplaced your gift card, please email us at zippervalley@gmail.com and we'll be happy to look into it for you.

Shipping

Do you offer local pick up?

For sure. We'll even give you the coupon code "LOCAL" to avoid any shipping charges. From there we'll send you en email with pickup instructions and our address. Our place is near the Boardwalk in Waterloo, Ontario. 

Do you ship internationally?

Unfortunately, no! At this time we don't offer international shipping but hopefully in the future. 

What about duties and taxes?

Canada

Taxes are applied at checkout according to your shipping address.


United States

Duties are included. Taxes are applied at checkout according to your shipping address.


International

At this time we don't offer international shipping but hopfully in the future. 

Returns & Exchanges

What's your policy?

Something wrong with your order? Gah, we're sorry. Your happiness is our priority. We'll do our very best to make it right for you.


If you simply change your mind about any item, we can still issue a refund if it's returned within 14 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.


Shipping costs are the responsibility of the customers and are non-refundable. 

Where To Find Us

Where are you located?

We're from the land of Justin Bieber, maple syrup and -20 degree winters. Oh, Canada! Our production and fulfillment space is in Waterloo, Ontario. 

Can I carry Zipper Valley products in my store?

We're so happy you're interested in our products and mission! 


Although we're currently not taking wholesale applications, shoot us an email to be contacted when we begin looking for new partners. 

Do you have a physical Zipper Valley store that I can visit?

Not yet! Our location is reserved for production and order fulfillment. If you have any questions while browsing our online store, we're always here to help!

Discounts

Does Zipper Valley have a loyalty program?

Not yet, but we plan on creating one soon! Thanks for your patience in the meantime. 

Do you offer bulk / large order discounts?

You bet! Here's the breakdown:


  1. Enjoy 15% off your next purchase of zippers, pulls and charms by signing up for our newsletter
  2. Orders over $350 CAD (approx. $277 USD) please enjoy 20% off zippers, pulls and charms with code STITCHYFRIEND (shipping will be invoiced once your order is ready).
  3. Orders over $750 CAD (approx. $594 USD) please enjoy 30% off zippers, pulls and charms with code SUPERFAN (shipping will be invoiced once your order is ready).

We currently don't offer any discounts on hardware or sewing notion. We'll start taking wholesale accounts in the next couple months! 

Want a 15% off discount?

Sign up to our newsletter and we'll send you a fun discount. Click here to sign up!