FAQ

SHIPPING

Can you ensure that all packages are discreet?

There will be absolutely no mention of LGBT content from outside the packaging.

We ensure that all packages are discreet as we understand the sensitivity of your identity. We use generic descriptions where it is needed such as "Decorative Metal Pins".

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What are your estimated shipping times?

PreparationΒ Time

As a boutique brand we intend to increase shipping frequencies when we receive more orders. For now we are limiting our international dispatches to ONCE a week, every MONDAY.Β 

Singapore localΒ orders will be dispatched within the next working day.

Delivery Time

Our FREE SHIPPING estimated shipping times are as follows:

Singapore: 2-3 working days, up to 5 working days if delayed.

USA/Canada: 10-15 working days, up to 40 working days if delayed.

UK: 5-10 working days, up to 25 working days if delayed.

Everywhere else: 5-15 working days, up to 30 working days if delayed.

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Is FREE INTERNATION SHIPPING with tracking?

This FREE INTERNATIONAL SHIPPING service is UNTRACKEDΒ for order less than 35USD.

Your package will be delivered to you by DHL international tracked or untracked service.

Local Singapore orders will be delivered untracked by Singpost.

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My order did not arrive, whatΒ should I do?

Do drop us an email atΒ contact@proudzebra.com with your order number.

Please expect delays up to 40 working days. It is more common that we anticipate these days, due to the pandemic most postal services are operating at a lower efficiency level due to overwhelming mail volume, shortage of staff, and reduced international flights. We appreciate your kind understanding and patience!

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I accidentally entered anΒ incorrect address, whatΒ should I do?

Quick! Check if we have dispatched your order! If you have not received an email that your order has been dispatched, swiftly email us at contact@proudzebra.com.

Unfortunately, if the package has been shipped before you noticed this it is beyond our control and we will not be shipping it again to another address. But we understand your pain. Mistakes happen and we will help subsidize your next order by providing you a decent discount code. Do drop us an email or Instagram DM for it.

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Items arrived defective/damaged, what should I do?

We deeply apologize for the inconvenience if this is the case. We double check all items before it is posted, but unfortunately mishaps do happen on its journey of being delivered to you.

Do send us photos of the damaged items and we will gladly replace them for you. Contact us at contact@proudzebra.com!

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Where will you be shipping from?

All items are shipped from Singapore :)!

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What postal service is used for your storewide FREE SHIPPING?

Your package will be delivered to you by DHL. The FREE SHIPPING service is a untracked international service for orders less than 50USD. You should be receiving your tracking number via email once your order has been dispatched! We dispatch our orders ONCE a week on MONDAY.

Due to the pandemic, kindly expect delays. If you think your package may be lost do contact us contact@proudzebra.com, we are here for you and happy to assist with your concern.

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Am I responsible for international shipping & customs duties, or paying VAT?

Our FREE INTERNATIONAL SHIPPING offered on all orders only covers the cost of shipping your package in the mail. It does not includeΒ any customs duties or import tax that may be charged.

These customs fees are unique to each country, and each country has different policies around how they handle imported items and the charges associated. Once your package arrives in the destination country, it will be screened through customs and possibly chosen as a random package to be inspected and charged a fee for the inspection as well as a fee based on the total value of items entering the country.

Not every package is chosen or charged, and while we hope none of our packages get chosen - it is unfortunately out of our control.

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REFUNDS & RETURNS

What is your store return policy?

WeΒ will happily accept returns for items that arrive damaged!

Do send us photos of the damaged items and we will gladly replace them for you. Contact usΒ at contact@proudzebra.com!

We do not accept returns for other reasons at the moment.

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Website Safety & Security

What payment methods do you accept, and are they secure?

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • PayPal Express Checkout

You may shop with a peace of mind!

All transactions made on www.proudzebra.comΒ are SSL encrypted & certified. This meansΒ all your information is protected when entered on our website. We will never see or store any of your credit card information ever! All payments are processed with our payment processor, Shopify or via an alternative payment processor such as PayPal, Apple Pay, Google Pay.

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What is your Privacy Policy?

Your privacy is of utmost importance to us as your LGBTQ+ identity is sensitive information. We will never disclose any information you enter into ProudZebra.com. Our website provider Shopify will receive your information solely for business purposes to fulfill the contract between us. If you have any further questions or worries, do not hesitate to contact us at contact@proudzebra.com.

You can find our Privacy Policy here.

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ORDERS

Do you provide discounts for corporate or wholesale bulk orders?

Yes! We most definitely do.Β If you are looking to purchase any of our items in bulk, please get in touch with our support team to get access to our wholesale pricing. You can contact us at contact@proudzebra.com.

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If you are have further questions and concerns do not hesitate to email us at contact@proudzebra.com OR drop us a DM on Instagram.

We are here for you & will gladly clarify any doubts or queries you may have!

Stay Proud, Stay Happy. -Proud ZebraΒ πŸ³οΈβ€πŸŒˆπŸ¦“