FAQ

We're here for you!

Our highest priority is to provide quality products and excellent personal service to our customers. We strive to be helpful, efficient, and to build life-long relationships with our customers. Please let us know if there is anything we can do to improve our service.

Payment and Promos

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.

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!

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.

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

Most of your shipping questions can be answered on our shipping page, but here are a few more for good measure.

For sure. We'll even give you the coupon code "LOCAL" to use at checkout. From there we just arrange a time that works best for you. Our place is near the Boardwalk in Waterloo, Ontario. 

Yes, si, oui!

We offer FedEx international shipping across the globe - simply enter your destination country during check out. If you don't see your country, email us at zippervalley@gmail.com and we'll send you a quote.

Zipper Valley is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the purchaser. Please note that even with these shipping methods, transit times may vary due to customs delays.

Your 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.

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. (Note: There's a 5% cancelation fee due to credit card charges).

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

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

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.

Oh no! We're so sorry to hear about that! 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.

About us

We're based in Ontario, Canada.

We’re inspired by the power of friendship, beautiful fabric, and all things fun...
Sure, there are other things too… like dogs wearing sunglasses and french fries, but those are the main ones! 

Scroll all the way down to the bottom of this page and enter your email. 

Let’s make this official.

Discounts

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

You bet! We offer tiered pricing based on how many you want. Contact us for more details and we'll make sure you get the best prices possible.

Sign up to our newsletter and we'll email you a discount. 

Customer Care

Need help? We're available by email weekdays 9:00AM-7:30PM ET. We’ll get back to you as soon as we’re online.