This article answers common questions about ordering a ZOLEO device directly from ZOLEO.com, including payment, shipping, cancellations, returns, refunds, and damaged or defective products.
These FAQs only apply to purchases made directly through ZOLEO.com. If you purchased your ZOLEO device from an authorized retailer or online retail partner, contact that seller for assistance with your order.
Can I buy a ZOLEO device directly from ZOLEO.com?
Yes. Customers in North America can purchase a ZOLEO device directly from ZOLEO.com.
When shopping on ZOLEO.com, you can:
- Select Buy Now to purchase directly from ZOLEO.com.
- Select Find a Retailer to locate an authorized dealer or online retail partner.
Orders placed directly through ZOLEO.com follow the ZOLEO.com shipping, cancellation, return, and refund policies.
What payment methods does ZOLEO.com accept?
ZOLEO.com currently accepts credit cards only for online purchases.
Enter your payment details during checkout and keep your order confirmation email for your records.
What shipping options are available?
ZOLEO.com offers the following shipping options for direct online orders:
-
Ground
- Standard shipping
- Typically delivered within 3–5 business days
-
2-Day
- Expedited shipping
- Typically delivered within 2 business days
-
Overnight
- Fastest shipping option
- Typically delivered on the next business day
Available shipping methods may vary depending on your shipping address and checkout currency.
Delivery times may also be affected by order processing, carrier availability, weather, holidays, or other shipping delays.
For the most accurate delivery estimate, please refer to your shipping confirmation email.
What are the shipping charges for ZOLEO.com orders?
Ground shipping is free with no minimum purchase required.
| Shipping method | USD | CAD |
|---|---|---|
| Ground | $0 | $0 |
| 2-Day | $40 | $28.64 |
| Overnight | $60 | $47.73 |
Shipping charges are displayed during checkout before you place your order.
Can I cancel a ZOLEO.com order after it is placed?
Yes, if your order has not shipped.
Contact Customer Care as soon as possible after placing your order. Your cancellation isn't confirmed until Customer Care verifies that the order hasn't shipped.
If your order has already shipped, it can't be canceled. You may still be eligible to return it after delivery.
Please see Contact Us | ZOLEO.
How long do I have to return my order?
Eligible purchases made directly through ZOLEO.com can be returned within 30 days of the original purchase date.
If you bought your ZOLEO device from a retailer or online retail partner, please contact that seller directly for its return policy and refund process.
To request a return or refund, please use the return request on the ZOLEO Shipping and Returns Policy page.
Which purchases can be returned?
To qualify for a standard return, your ZOLEO device must be:
- Unused
- Not activated
- In its original packaging
- Returned with all included accessories
Products that are opened, activated, damaged, used, or incomplete may not qualify for a full refund.
For complete details, please see the ZOLEO Shipping and Returns Policy.
Can I return a ZOLEO device after it has been activated?
No.
Activated ZOLEO devices aren't eligible for a standard return.
If you've already activated your device and need assistance, please contact Customer Care to discuss your available options.
How do I request a return or refund?
To start a return or refund request:
- Open the ZOLEO Shipping and Returns Policy page.
- Select the return/refund link.
- Follow the instructions provided before sending back your ZOLEO device.
If your device arrived damaged or appears defective, do not use the standard return process. Please contact Customer Care first to request a Return Merchandise Authorization (RMA) number.
Is there a restocking fee?
Yes. Approved returns are subject to a 15% restocking fee.
If your return is approved, you'll receive a refund equal to 85% of the item's purchase price. Please review your return or refund instructions for the refund amount that applies to your order.
The restocking fee applies to eligible ZOLEO.com returns. Opened, used, activated, damaged, or incomplete products may not qualify for a standard full refund.
How long does a refund take?
Approved refunds are processed within 14 days after ZOLEO receives your returned product.
Depending on your financial institution, your bank or credit card provider may require additional time to post the refund to your account.
Keep your return tracking information until your refund has been completed.
Can I exchange my ZOLEO device?
No. ZOLEO.com doesn't currently offer direct exchanges.
If you want a different device, you'll need to:
- Return your eligible purchase.
- Wait for the return to be processed.
- Place a new order on ZOLEO.com.
To replace an eligible ZOLEO device, request a return or refund using the return/refund link on the ZOLEO Shipping and Returns Policy page.
Who pays for return shipping?
Return shipping instructions are provided during the return or refund process.
Start your request using the return/refund link on the ZOLEO Shipping and Returns Policy page.
If your device arrived damaged or defective, please contact Customer Care before returning it. Customer Care will provide the appropriate return instructions as part of the RMA (Return Merchandise Authorization) process.
What should I do if my ZOLEO device arrives damaged or defective?
If your ZOLEO device arrives damaged or appears defective:
- Do not return the device using the standard return process.
- Please contact Customer Care.
- Wait for a Return Merchandise Authorization (RMA) number before returning the product.
Customer Care will review your request and provide return instructions if your claim is approved.
Do ZOLEO.com's order policies vary by region?
These policies apply to purchases made through the North American ZOLEO.com website.
Shipping charges vary depending on whether you check out in USD or CAD.
For the most current policy details for your location, please review the ZOLEO Shipping and Returns Policy during checkout or before starting a return.
Need help with your order?
If you need help with a ZOLEO.com order, please contact Customer Care with your order number and the email address used at checkout.
For returns and refunds, review the ZOLEO Shipping and Returns Policy before sending back a ZOLEO device.
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