Zenzar will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it - Printful would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipients address.
In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If your customer is unable to locate the package you will need to place a new manual order to have it reshipped. If you'd like to file a claim with the courier for reimbursement, Printful customer support can assist you in this process - however, be mindful that claims through USPS or FedEx can often take several weeks before being resolved or refunded.
For packages lost in transit, all claims must be submitted no later than 9 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming with your customer that the shipping address was correct. It would also be good to double check that your customer got in touch with their local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
You can check out our return policy for up-to-date details about reshipments.
Where can I find the tracking information for my orders?
All tracking numbers can be found in the shipping notification emails we send out. Tracking numbers generate when a shipping label is printed at our facility - keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed.
If it has been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us at Support@znzr.co
Does Zenzar ship internationally?
Zenzar offers international shipping across the world!
If you don't offer live shipping rates (carrier-calculated rates) on your site, and instead charge flat rates, an order is sent out with the most affordable carrier available at that time.
For international orders, it's most likely going to be shipped out with International Economy Shipping without tracking. Because the package has no international tracking available, it doesn't get scanned in each warehouse and location along the way, which makes it more prone to being lost in transit.
The next most affordable carrier is most likely going to be International Economy with tracking. It has tracking available, which means it can be traced and is not likely to get lost during transit.
If your packages do get lost in transit and the shipping address was 100% correct, we've got your back! We'll ship out a new order with tracking, at our expense.
Keep in mind that we don't ship orders to Cuba, Iran, and North Korea. We ship internationally to all other countries!