Help & FAQ
Product:
What are ZG cases made of?
The case is made of two materials: PC (polycarbonate) and TPU (provides flexibility).
*For more information, click HERE.
Do ZG clear phone cases turn yellow easily?
We use materials that are relatively less prone to yellowing. However, there may be some degree of aging over time.How protective are ZG cases?
We use materials and manufacturing from trusted manufacturers worldwide, providing protective performance suitable for everyday use.How do I clean my phone cases?
Cleaning Instructions
Embroidery Cases:
- To hand wash the embroidered design, use a clean, damp cloth with cool water. It's best to use cool or tepid water to prevent the dye from bleeding.
- Make sure the cloth you use is very clean and free from any residue left by cleaning agents that could damage the case.
- Cool water should work well for light stains, but if the stain is older or darker, spot clean with a gentle liquid detergent that dissolves easily in water and leaves less residue on the fabric.
- Continue cleaning by using a damp cloth with fresh, cool water on the embroidery until no more soap suds are visible from the detergent.
- Allow it to fully dry before using.
Print Cases:
Please gently wipe off any dirt with a soft cloth for cleaning.
We use Acrylic material for print cases.
Acrylic material may crack when exposed to alcohol. AVOID using abrasive chemicals and alcohol-based cleaning agents.
*For more information, click HERE.
Is it compatible with MagSafe?
Currently, MagSafe-compatible products are available starting from the iPhone 15 series in the ECO PARK collection.What’s different between Embroidery and Woven cases?
Embroidery cases involve stitching threads onto the case's surface, creating a raised texture, while woven cases have designs woven into the fabric, resulting in a smooth, integrated pattern. Both methods offer unique visual and tactile characteristics.
*For more information, click HERE.
Orders:
How do I track my order?
To track your order, sign in to your account (the one you used to place your order) and click on "Track Order." Please note that in some cases, the carrier's tracking information may become available within 1-2 business days after the order has been shipped.How can I make changes to my order after it has been placed?
Please contact us within 24 hours, but changes are not guaranteed and should be requested as soon as possible. To request changes, please get in touch with us through our contact page here.How do I use a discount code?
- Add the item(s) to your cart.
- Proceed to checkout.
- On the next page, you'll see a dropdown menu labeled "Have a coupon code?". Click on it.
- Enter the code in the provided field and click the "Apply" button.
How to apply the ZG promotion code?
A promotion code must be applied during the checkout process. Click "Apply" to view the updated order total.I missed out on ZG a promotion campaign for my recent order. Is it possible to still take advantage of the offer?
We regret to inform you that coupon codes cannot be applied retroactively to previous orders.Is it possible to adjust the price after the order has been confirmed?
Adjustments to prices cannot be made after an order has been placed.Can I apply two promo codes on the same order?
Unfortunately, we can only accept one promo code per order.Why do I need to input my phone number?
According to FedEx regulations, it is necessary to include a phone number. Shipping is not possible without a phone number, so we kindly request your cooperation.Shipping:
Where does Zero Gravity ship from?
Orders are shipped from the facility in Tokyo / Chiba, Japan.
*For more information, click HERE.
What carriers do orders ship with?
We will arrange the delivery of your package via FedEx originating from Japan. Please note that FedEx does not provide delivery services to PO boxes.
*For more information, click HERE.
How long does it take before my order gets shipped?
We prepare and pack your shipment, a process that usually takes 7-10 business days before it's handed off to FedEx.
Note:
Please consider that there may be extra processing time for your order, particularly during public holidays and periods of high demand.
*For more information, click HERE.
What is the typical delivery timeframe for standard shipping after the items have been shipped?
For orders within the United States, you can generally expect delivery within a range of 6 to 1４ business days from the date of dispatch.
*You can verify with the FedEx tracking number. Please check the delivery time.
For international orders (non-US), the delivery timeframe is more variable, spanning from 7 to 24 business days following dispatch. This wide range is primarily due to differences in shipping times based on the specific destination country and any potential customs processing requirements.
*You can verify with the FedEx tracking number. Please check the delivery time.
*For more information, click HERE.
How do I order Zero Gravity products to ship to different addresses?
Yes. We can!What Countries do you ship to?
Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Chile, Croatia, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Jordan, Luxembourg, Mexico, Netherlands, New Zealand, Norway, Peru, Philippines, Poland, Russia, Saudi Arabia, Singapore, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States.
*Please be aware that due to international circumstances, there are some areas where delivery may not be possible.
*For more information, click HERE.
Who is responsible for the payment of Import Taxes and Duties?
All applicable customs, import duties, fees, taxes, and any other charges are the customer’s responsibility (even if you refuse any shipments upon delivery).
*For more information, click HERE.
I haven't received my package, but the FedEx tracking number indicates that it has been delivered. Where is my package?
Please ask FedEx because they assume responsibility for all orders once they have been shipped.
FedEx Customer Service phone number from the US
- US: 800-463-3339
- International Department: 800-247-4747
*For more information, click HERE.
Billing:
What payment methods do you accept?
We accept major debit cards and credit cards (American Express (USD), Mastercard and Visa), and Paypal.What should I do if I encounter an error message during checkout.?
If you receive an error message, it may be due to the following reasons:
- A debit card may not be accepted for this type of payment.
- The card may not be activated for international transactions.
- Your bank might have declined the transaction due to suspected fraud.
Please consider using a different card to resolve the issue.
If the problem persists, kindly contact your bank for assistance.
Returns:
What is the return and exchange policy?
If you've purchased through our website (https://zgla.com/),
All sales are considered FINAL, except in cases where the item is defective, or an incorrect item has been shipped.
*For more information, click HERE.
How do I process a return?
If it is proven to be a defective or damaged product and in the event of an error on our part resulting in the receipt of an item different from your order, please contact us within 10 days of the order delivery date. We will replace the product upon our approval of the issue.
- Notify us within 10 days of the delivery date.
- Contact us at help@zgla.com to request a replacement. Attach clear photos of the issue and include the following information for assistance:
Once we confirm your return request and issue an RMA number, please send the item to the ZG Ship-to Address. Items must be returned in the exact condition in which you received them. Returns in any other condition will not be refunded. Kindly ensure you obtain tracking for your returns to ensure safe delivery to us.
*For more information, click HERE.
How long will it take to receive my refund?
Your refund will be processed, and the credit will be automatically applied to your credit card or original payment method. This typically takes 3-7 business days, depending on your bank's policies.
If FedEx tracking confirms the delivery of your package, we cannot provide a refund. In such cases, please contact your local FedEx office and initiate a claim.
Do you provide a return label?
We do not typically accept returns, and therefore, we do not provide return labels. However, in the event of damage to the product or if we have sent the wrong item due to our error, we will gladly resend the correct item once we acknowledge the mistakeWarranty:
What does the ZG warranty cover？
Our products come with a 30-day warranty from the date of delivery when purchased through our website (https://www.zgla.com/). This warranty specifically covers factory defects. If you encounter a factory defect within this timeframe, please email us a photo of the defective item, and we will be pleased to assist you further.*For more information, click HERE.