FAQ

SHIPPING

Can you ensure that all packages are discreet?

There will be absolutely no mention of LGBTQ+ content on the outside packaging.

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

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

What are your estimated shipping times?

Preparation Time

We promise to dispatch your order within 5 working days. We usually dispatch them within 2-3 working days but as a small business handling distribution ourselves, we do run into delays sometimes and the best we can promise is within 5 working days. We always do our best to dispatch your items ASAP because we totally understand the frustration of waiting for packages, we sincerely hope for your kind understanding!

Delivery Time

All our packages are shipped from Vancouver, BC Canada.

Our FREE SHIPPING estimated delivery times are as follows:

Canada: 3-4 working days, up to 5 working days if delayed.

USA: 5-10 working days, up to 15 working days if delayed.

Everywhere else: 15-20 working days, up to 40 working days if delayed.

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

Does FREE INTERNATIONAL SHIPPING come with tracking?

Our min CAD$35 FREE SHIPPING service is UNTRACKED. We will send an email to you as soon as your package has been dispatched.

 

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

My order did not arrive, what should I do?

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

Please expect delays up to 40 working days as 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!

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

I accidentally entered an incorrect address, what 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 or DM us on Instagram..

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 discount code. Do drop us an email or Instagram DM for it.

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

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!

  

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

Where will you be shipping from?

All items are shipped from Vancouver, BC in Canada! :)

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

What postal service is used for your FREE SHIPPING?

We will either use Canada Post or UPS. The min CAD$35 FREE SHIPPING service is a untracked international service. You should be receive an email once your order has been dispatched! We dispatch our orders ONCE or TWICE a week.

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

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

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

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

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.

Most packages are not chosen or charged, and while we hope none of our packages get chosen - it is unfortunately out of our control.

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

REFUNDS & RETURNS

What is your store return policy?

We 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 us atcontact@proudzebra.com!

We do not accept returns for other reasons at the moment. We hope for your kind understanding; as a small seller it is difficult for us to allow returns for all reasons.

 

 🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

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.com are SSL encrypted & certified. This means 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.

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

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.

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

 

ORDERS

Do you provide discounts for corporate or wholesale bulk orders?

Yes! We most definitely do. If you are looking to purchase any of our items in bulk, or if you are looking at customising a design/product, please get in touch with our support team so we can serve you better. You can contact the team at contact@proudzebra.com.

 

🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈🏳️‍🌈

 

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 Zebra 🏳️‍🌈🦓