Questions?

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Popular Questions

How can I add more items to my order?

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. We'll make sure to ship your orders together. 

I need to cancel or change my order!

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to make it happen. If your order has already been dispatched you will need to go through our returns process. You can contact us at help@zippervalley.com.


*Please note there will be a 5% cancellation fee due to credit card charges.

I have an issue with my order, what can I do?

Something not quite right with your order? No worries, your happiness is our priority. We'll do our very best to make it right for you. To help resolve things quickly, we request you email us with photos to help identify what has happened.


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

How can I get an invoice of my order?

Please leave a note at checkout or email us at help@zippervalley.com and we'll send you a PDF copy of your invoice. Every order also comes with a packing slip. 

Do you offer local pick up?

For sure. Please select our "Local Pickup" option at checkout to avoid any shipping charges. Once your order is ready, we'll send you an email with pickup instructions and our address. Our place is near the Boardwalk in Waterloo, Ontario. 

How do I contact you?

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email address is help@zippervalley.com. Email allows us to keep a paper trail of our conversation so we can help you best.

We’re only human, so please be patient as we work as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

Do you have a retail location that I can visit?

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

Shipping & Delivery

Where do you ship from?

Our production and fulfillment space is in Waterloo, Ontario, Canada.

That said, we ship to the US with USPS (First Class & Priority Mail) and DHL, so your orders won't take ages in transit.

How does shipping and delivery work?

You've made an order, the sun is shining and an angelic choir is singing in the background - now what?

Once you place an order, we'll carefully collect your Zipper Valley goodies from the clouds and package them with hugs and love. Please allow 2-3 business days for our team to pick and pack your order. If you place an order during a sale or release event, our processing time is 3-5 business days. 

You can expect your package within 2-9 business days. When we ship the order, you will receive a confirmation email with a tracking number. Please don't stress if there are no scan events within the first 24 hours - the system can take a day to catch up.

If your order does not arrive within 9 business days, please contact us to follow it up with the courier. 

*Coronavirus impact: Please note couriers are experiencing significant international delivery delays due to limited flights, social distancing requirements and increased parcel volumes.

How can I track my order?

Yay, time to celebrate – it's on its way! Please open up your shipping confirmation email and click on the tracking link. This will take you to the courier's website so you can follow live tracking updates!

Help, I think my order is lost.

If your package was marked as delivered but you haven't 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 us at help@zippervalley.com and include your order number.

Please report your lost 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 for the package once it is marked as delivered.


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

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

Do you have a return policy?

Sorry, we know this is boring mumbo-jumbo, but take a minute to read our return policy. We accept returns for 14 days from when you receive your order.

However, not all items are eligible. Any exclusions will be stated on product pages. To qualify for a return:

1. Item(s) must be shipped within 14 days of receiving the order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be unused and in their original packaging and condition.


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

How long do I have to return a product?

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 14 day return period for you to make that tough decision! Please refer to our returns policy for more information.

Can I return my order for a refund?

Sadly, we know that sometimes certain supplies aren't quite the right fit for some projects. You can return items to us for a full refund, provided they're returned within 14 days.

*Please note that items must be returned in their original packing and condition to be eligible for a return.

Can I exchange my order for a different product?

Another zipper colour caught your eye? It happens – trust us, our craft room is full of them! You can certainly return your items for an exchange, provided it is returned within 14 days.

*Please note that items must be returned in their original packing and condition to be eligible for a return.

Do I have to pay for returns?

Yes! All shipping costs for both refunds and exchanges are the responsibility of the customers and are non-refundable.  If you have any questions, please contact us at help@zippervalley.com and we'll be happy to help you along the way.

Payment

How secure is your payment?

All jokes and puns aside - your privacy and security are our highest priority. We use Shopify Payments, a highly secure and encrypted system designed to protect customers and hold merchants accountable.


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

What types of payment do you accepted?

We accept good old-fashioned credit cards including Visa, Mastercard and Amex. Only one credit card may be applied per order. If you're a bit more tech-savvy, we also offer PayPal, Apple Pay, Google Pay and Shop Pay.


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 do I use a discount code?

Woo, it's on sale - so you're basically saving money. Simply head to checkout and type your code in the box labelled "Promo Code". Then make sure to click "Apply"! This is offered before the payment page so you're aware of exactly how much you're saving.


*Please note: You can only use one discount code per order. Please check email offers or our social medai to see what items the code is applicable for (eg. zippers, pulls and charms only).

I forgot to use my discount code!

Did you make your Zipper Valley purchase, and as the payment was loading, you realized (with horror) that you forgot to use your discount? Never fear. That opportunity hasn't slipped away! Simply email us at help@zippervalley.com and we're will be happy to help you.

*Please note: You can only use one discount code per order. 

How can I redeem my gift card?

Simply head to checkout and type your gift card code in the box labelled "Gift Card". Then make sure to click "Apply"! This is offered before the payment page so you're aware of exactly how much you're paying.


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

I'm having 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 help@zippervalley.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.

Wholesale & Discounts

How can I get 15% off?

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

Can I place a wholesale order?

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


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

Does Zipper Valley have a loyalty program?

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