We value the trust you place in Zoetico. Accordingly, we want you to understand what information we collect about you, how we use it, and the safeguards we have in place to protect it. Zoetico owns information collected on this site and will never sell or rent this information. We will not share it in ways different from what is described in this statement unless you authorize us to do so.

The Information We Collect

• Whenever you shop at Zoetico, we obtain from you the information we need to complete your transaction. This information may include your name, address, telephone number, driver's license number, birth date, and email address. If you use a credit or debit card it will include your account number.
• If you register with Zoetico, we will collect the information you submit online.
• If you choose to use or participate in one of our various services, promotions, programs, surveys, sweepstakes or clubs, information that is submitted will be collected
• From your transactions and other interactions with us, we obtain information concerning the specific products or services you purchase or use.
• We may also obtain information about other people from you. For example, if you order a gift to be delivered directly to a friend, you would need to give us the friend’s name and address.
• We also collect consumer information from third-party providers in order to improve the accuracy of our customer database or increase our understanding of our customers. For example, we get updated addresses from the National Change of Address (NCOA) service, licensed by the U.S. Postal Service, to assist us in having the correct addresses for our customers.
• We work with certain websites to present advertising to known groups of our customers when they visit those websites. This practice, referred to as "data matching" is facilitated by a third-party service provider for Zoetico and the advertising website. This practice avoids direct sharing of any personal data with the advertising website. Data received back through this process is used to analyze the effectiveness of such advertising to groups of customers.

Using Information We Collect

We use the information we collect for various purposes, including:

• Completing your purchase transactions
• Providing the services you request
• Contacting you about the status of your order or shipment
• Responding to your customer service inquiries or requests (if purchasing for a client)
• Notifying you of product recalls or providing other information concerning products you have purchased
• Helping to protect against fraudulent use of your personal information
• Sending you direct mail offerings
• Sending you email communications
• Administering customer recognition programs, sweepstakes, contests and similar promotions
• Identifying your product and service preferences, so that you can be informed of new or additional products, services, and promotions that might be of interest to you
• Providing mobile marketing and service messages when requested
• Inviting you to participate in surveys
• Improving merchandise selections, customer service, and the overall customer shopping experience

Using Information We Share With Others

• Zoetico Family: We share information we collect with affiliated companies and licensees within the Zoetico family of businesses.
• Service Providers: We provide information to other companies that provide support services that help us bring you the products and services we offer, market our products and services, or process your transactions.
• Third-Party Offers: We provide information to responsible outside companies. These carefully selected companies may use the information we share to let you know about their products or services, which may include providing special offers to you.
• Promotion Sponsors: If you enter a contest, sweepstakes or other promotion sponsored or co-sponsored by a third-party company, we may forward information about you to that company.
• Others: On rare occasions, we may be required to disclose the information we collect pursuant to lawful requests, such as subpoenas or court orders, or in compliance with applicable laws. We may also disclose that information when we believe disclosure is appropriate to protect the rights, interests and property of Zoetico or others, and to protect the safety of customers, associates or others. This may include sharing information with other companies, attorneys, credit bureaus, agents or governmental agencies in connection with issues related to fraud, credit or debt collection. Also, if the ownership of all or part of a business within the Zoetico Family were to change, information about customers pertinent to that business’s operations would likely be transferred to, or licensed for use by, the new owner. The applicable member of the Zoetico Family might also retain a copy of that information.

Safeguarding the Information We Collect

• Whether you are shopping online or in our stores, protecting your personal information is paramount to us. We have appropriate physical, technical and procedural safeguards in place to secure the personal information we collect from you.
• We limit the information we provide to outside companies to information we believe is appropriate to enable them to carry out their responsibilities under our contracts or to offer you their products and services. We contractually require that they have appropriate information security safeguards, and that the information provided be used only for the specifically authorized purpose.
• Your Choices Regarding the Use of the Information We Collect
• If you do not want to receive promotional mail (postcards, etc.) from Zoetico, you may:
  • email us at

Emails

• If you are currently receiving promotional email offers and updates, you may unsubscribe at any time.
• You can click on the hyperlink shown in Zoetico email offers and follow the instructions
• If you have registered on Zoetico, you can cancel your email subscription by accessing Zoetico
• email us at
• Please note that even if you unsubscribe from promotional email offers and updates, we may still contact you by email for transactional purposes.

Sharing With Other Companies

• If you prefer that we:
  • NOT share information about you with any of the companies outside the Zoetico Family that we have authorized to contact you regarding their products or services, or
  • NOT share your Zoetico credit account history information with affiliated companies within the Zoetico Family
• Please let us know by:
  • email us at
• Notice to California Residents - Your California Privacy Rights
  • Under California law, a California resident with whom Zoetico has an established relationship has the right to request certain information with respect to the types of personal information Zoetico has shared with third parties for their direct marketing purposes, and the identities of those third parties, within the immediately preceding calendar year, subject to certain exceptions.
  • This same California law permits Zoetico to provide you, in response to your written request, with a cost-free means to choose not to have your information shared rather than providing the above described information. You may exercise that choice by any of the means described under “Sharing with Other Companies”.
• Updating Your Zoetico Contact Information
  • You can update or correct your name, address, telephone number, or email address by:
    • email us at

Online Security

• Secure Socket Layering (SSL) technology is used to encrypt your credit or debit card information, including the account number, while it is transmitted over the Internet from your computer. SSL is an industry standard technology for secure online transactions.

Unauthorized Charges

• If unauthorized charges (as determined by your card issuer) are made on your credit or debit card as a result of purchases made on Zoetico utilizing our secure servers, Zoetico will reimburse you for up to $50 of any amounts you are required to pay by the card issuer. Also, under the Fair Credit Billing Act, your credit card provider cannot hold you liable for more than $50 of unauthorized charges on a credit card. Your liability for unauthorized use of a debit card may be higher, but many debit card issuers voluntarily apply the $50 limit to their cards as well.
• In the event of unauthorized use of your credit or debit card, you must promptly notify the card issuer pursuant to its reporting rules and procedures.

Cookies

• Zoetico regularly uses browser tracking cookies. A "cookie" is a small file stored by your web browser on your computer. When you arrive at our site, cookies allow us to recognize you by associating an anonymous identification number in the cookie with other information that you as a customer have provided us. That customer information is stored on secured databases. At no time is your name, street address, or credit card number stored within one of our cookies. Your email address is saved in your cookie if you register with us at Zoetico.
• Cookies allow us to understand how you clicked to our site and what pages you click on during your visit to our site. Knowing how you prefer to shop allows us to improve your shopping experience and speed your checkout process. We contract with a third party service provider to assist in the collection and analysis of your browsing and buying activity on our site. Our service provider uses Zoetico (first party) cookies to enable these analytic services.
• We do not use our cookies to track your activity on sites other than those operated by Zoetico.
• Accepting cookies through your web browser is your personal choice. If you use the privacy settings on your web browser to disable cookies, you can still shop and purchase from Zoetico. However, if you choose not to accept cookies, we may not be able to provide you with as exceptional a shopping experience as one that is specifically tailored to your needs.

Web Beacons

• Zoetico works with a variety of advertising companies to place our advertising at websites across the Internet. These advertising companies collect and analyze anonymous information about your visits to our website, other advertising websites or interaction with our email through the use of "web beacons". This technology allows them to develop Zoetico advertising about goods and offers that may be of interest to you.
• These third party companies may access your email address through these web beacons. Your name, street address or credit card number is not accessed by or shared with other companies through these web beacons. If you would like to learn more about the use of web beacons and your browser options please visit the Network Advertising Initiative (NAI) website.

Aggregate Information

• We collect non-personal information about how users navigate through our web site. We aggregate this information in order to improve our site, and we may share this information with our affiliates or other outside companies. This aggregated information does not include individual names or personal data, so it does not identify you or any other customer.

Children's Privacy

• We do not knowingly collect personally identifiable information from children under the age of 13 on our web site.

Links to Other Sites

• While visiting Zoetico, you may link to other web sites. Other sites have their own policies regarding privacy. When you provide personal information at one of those sites, you are subject to the site operator’s privacy policy, not the Zoetico privacy policy. We encourage you to read that policy before submitting any personal information.

Mobile Marketing

• We distribute advertising messages via text message to mobile devices to customers that have provided us permission via an opt-in request. The opportunity to opt out of a specific text message marketing campaign will be made available with the messages we send.
• Please note that, with text message campaigns, an opt-in or opt-out request is currently associated only with a specific marketing campaign and a specific mobile phone number. As a result, a request associated with one campaign and phone number will not apply to other campaigns or numbers.

User Generated Content

• The Site may now or in the future permit the submission of content such as comments and product reviews ("User Content") by you and other users and the hosting, sharing and/or publishing of such User Content. You agree and acknowledge that without regard to whether such content is published, Zoetico does not guarantee any confidentiality with respect to any such submissions.
• You shall be solely responsible for your own User Content and the consequences of posting or publishing them. You represent and warrant that: (i) your User Content does not violate any copyright, trademark, trade secret, patent or other intellectual property right, or any right of privacy or publicity of any third party, or any applicable law, rule or regulation, or any of the Posting Rules; (ii) you own or have the necessary licenses, rights, consents, and permissions to use and authorize Zoetico to post, publish, reproduce, display and otherwise exercise all rights in your User Content, including, but not limited to, the written consent, release, and/or permission of each and every identifiable individual person featured or referenced in the User Content to use their name, voice, likeness or any other applicable personal rights of any kind.
• Zoetico takes no responsibility and assumes no liability for any User Content posted or otherwise submitted to us. Any material, information or idea you submit or post on the Site will be considered non-confidential and non-proprietary. Zoetico may publish or otherwise use your name and User Content for any purpose whatsoever without your consent.
• As between you and Zoetico, you shall retain all of your ownership rights in and to your User Content. However, by submitting User Content to Zoetico, you hereby grant Zoetico a perpetual, worldwide, non-exclusive, irrevocable, royalty-free, sublicensable (through multiple tiers) and transferable license to use, reproduce, distribute, edit, modify, translate, reformat, prepare derivative works based upon, display publicly, perform publicly and otherwise exploit (including but not limited to over the Internet, broadcast television or any other uses or media) your User Content, in whole or in part, including future rights that Zoetico (or its successor) may otherwise become entitled to that do not yet exist, as well as new uses, media, means and forms of exploitation throughout the universe exploiting current or future technology yet to be developed to the maximum extent permitted by applicable law. You also hereby grant each user of the Site a non-exclusive license to access your User Content through the Site, and to use, access, watch, reproduce, distribute, transmit, forward, display and perform such User Content in whole or in part, to the extent permitted by the Site under these Terms of Use. Zoetico will have the right to refuse, remove or delete any User Content that it reasonably considers to violate these Terms of Use or to otherwise be illegal or objectionable.

Acceptable Use Policy

• With respect to any submitted User Content, you agree not to: (i) submit any content that is copyrighted, protected by trade secret or otherwise subject to any third party intellectual property rights or proprietary rights, including any privacy and publicity rights, unless you are the owner of such rights or have permission from the rightful owner of such rights to post such content and to grant Zoetico all of the license rights and other rights granted herein; (ii) upload, post, e-mail or otherwise transmit any content that is unlawful, harmful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, invasive of another's privacy, hateful, or racially, ethnically or otherwise objectionable; (iii) use the Site to harm minors in any way; (iv) impersonate any person or entity, including but not limited to, a representative of Zoetico, or falsely state or otherwise misrepresent your affiliation with a person or entity; (v) forge headers or otherwise manipulate identifiers in order to disguise the origin of any content transmitted to or through the Site; (vi) upload, post, e-mail or otherwise transmit any unsolicited or unauthorized advertising, promotional materials, "junk mail", "spam", "chain letters", "pyramid schemes" or any other form of solicitation; (vii) upload, post, e-mail or otherwise transmit any content that contains computer viruses or any other computer code, files or programs designed to interrupt, destroy, or limit the functionality of any computer software or hardware or telecommunications equipment; (viii) intentionally or unintentionally violate any applicable local, state, national or international law, including but not limited to, regulations promulgated by the U.S. Securities and Exchange Commission, any rules of any national or other securities exchange, including, without limitation, the New York Stock Exchange, the American Stock Exchange or NASDAQ, and any regulations having the force of law; and (ix) collect or store personal data about other users.
• You will not use the Site or any of the information contained on the Site in any way that is unlawful or harms Zoetico or any user of Zoetico. You may not use the Site in any manner that could overburden, or impair any website owned or operated by Zoetico (or the networks or systems connected to any such websites). You may not use any device, software or instrumentality to interfere with the proper working of the Site or disobey any requirements, procedures, policies or regulations of networks connected to the Site. You shall not violate or attempt to violate the security of the Site. Violations of system or network security may result in civil or criminal liability. Zoetico reserves the right to investigate occurrences which may involve such violations and may involve, and cooperate with, law enforcement authorities in prosecuting users who have participated in such violations.
• Zoetico does not endorse any User Content or any opinion, recommendation, or advice expressed therein, and Zoetico expressly disclaims any and all liability in connection with User Content. Zoetico reserves the right, at its sole discretion, but is not obligated, to monitor any and all User Content, messages, postings, or other content sent to the Site, and reserves the right to remove, modify, delete or to refuse to post any User Content or anything else that Zoetico in its sole discretion views to be in violation of these Posting Rules, the law, or is otherwise inappropriate. Zoetico may also terminate a user's access or account for uploading material in violation of these posting rules or the terms at any time, without prior notice and at its sole discretion. In addition, you agree that you will not email any of your User Content or links to your User Content to individuals with whom you are not acquainted.

Order Acceptance

• The receipt of an order number or an email order confirmation does not constitute the acceptance of an order or a confirmation of an offer to sell. Zoetico reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Verification of information may be required prior to the acceptance of any order. Prices and availability of products on the Site are subject to change without notice. Errors will be corrected when discovered, and Zoetico reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted.  Zoetico reserves the right, at its sole discretion, to refuse or cancel any order for any reason. Your account may also be restricted or terminated for any reason, at Zoetico's sole discretion.
• All phone orders are subject to our Returns and Cancellations Policy, Privacy Policy, and Shipping Policy. Placing an order over the phone is an agreement to the terms and conditions as presented on the site.

Notice to California Residents

• California Proposition 65 requires that special warnings be provided when products contain chemicals known by the State of California to cause cancer, birth defects, or other reproductive harm if the use of those products may cause exposure to those chemicals above specific limits. These warnings relate to some but not all tools, lead crystal glassware, ceramic tableware, tiffany style lamps, and electrical cords. Please call us prior to ordering if you have any questions regarding the safety of these products.

Communications

• With respect to all communications made to Zoetico, including but not limited to feedback, questions, comments, suggestions and the like: (i) you shall have no right to confidentiality in your communications and Zoetico shall have no obligation to protect your communications from disclosure; (ii) Zoetico shall be free to reproduce, use, disclose and distribute your communications to others without limitation; and (iii) Zoetico shall be free to use any ideas, concepts, know-how, content or techniques contained in your communications for any purpose whatsoever, including, but not limited to, the development, production and marketing of products and services that incorporate such information.

Indemnity

• You agree to indemnify and hold Zoetico and its agents and licensors harmless from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of your use of the Site, including any User Content you submit, post to or transmit through the Site, your violation of these Terms of Use, or your violation of any rights of another user.

Warranties and Disclaimers

• Zoetico intends for the information and data contained in the Site or provided via other channels, including but not limited to phone and email, to be accurate and reliable; however, since the information and data have been compiled from a variety of sources, it is provided 'AS IS.' You expressly agree that your use of the Site and any information contained therein is at your sole risk. Zoetico EXPRESSLY DISCLAIMS ALL WARRANTIES AND/OR CONDITIONS, EXPRESS OR IMPLIED, AS TO ANY MATTER WHATSOEVER RELATING TO OR REFERENCED BY THE SITE, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES AND/OR CONDITIONS OF MERCHANTABILITY OR SATISFACTORY QUALITY AND FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

Limitation of Liability

• IN NO EVENT SHALL Zoetico OR ITS OFFICERS, MANAGERS, MEMBERS, EMPLOYEES, AGENTS, SUCCESSORS, SUBSIDIARIES, DISTRIBUTORS, AFFILIATES OR THIRD PARTIES PROVIDING INFORMATION ON THIS SITE OR VIA OTHER CHANNELS, INCLUDING BUT NOT LIMITED TO PHONE AND EMAIL, BE LIABLE TO ANY USER OF THE SITE OR ANY OTHER PERSON OR ENTITY FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, CONSEQUENTIAL OR EXEMPLARY DAMAGES (INCLUDING, BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS, LOSS OF DATA OR LOSS OF USE) ARISING OUT OF THE USE OR INABILITY TO USE THE SITE OR ANY INFORMATION CONTAINED THEREIN, INCLUDING USER CONTENT, WHETHER BASED UPON WARRANTY, CONTRACT, TORT, OR OTHERWISE, EVEN IF Zoetico HAS BEEN ADVISED OF OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES OR LOSSES.
• You hereby acknowledge that the preceding paragraph shall apply to all content, merchandise and services available through the Site or other channels. Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, in such states liability is limited to the fullest extent permitted by law.
• Products are not rated for commercial use unless otherwise stated on the product description or confirmed in a written email.

Limited Time to Bring Your Claim

• You and Zoetico agree that any cause of action arising out of or related to the Site or any information contained therein must be commenced within 48 hours after the cause of action arose or be permanently barred.

Termination

• You agree that Zoetico, in its sole discretion, may terminate your use of the Site and remove and discard your User Content if Zoetico believes that you have violated or acted inconsistently with the letter and spirit of these Terms of Use or for any other reason. Zoetico may also in its sole discretion and at any time discontinue providing the Site, or any part thereof, with or without notice. You agree that any termination of your access to the Site may be effected without prior notice, and acknowledge and agree that Zoetico may bar any further access to the Site. Further, you agree that Zoetico shall not be liable to you or any third-party for any termination of access to the Site.

General Information

• This Site is operated by Zoetico from its offices in Chicago, Illinois, USA. The laws of the Commonwealth of Massachusetts shall govern these Terms of Use, without reference to its choice of laws rules. You and Zoetico hereby consent to the exclusive jurisdiction and venue of the State and Federal courts for Cook County, Illinois, in all disputes arising out of or relating to these Terms of Use and the Site. No waiver of any provision or any breach of this Agreement shall constitute a waiver of any other provisions or any other or further breach. In the event that any provision of this Agreement shall be illegal or otherwise unenforceable, such provision shall be severed, and the balance of the Agreement shall continue in full force and effect.
• This Site is intended for persons that reside within the United States of America. Zoetico makes no representations or warranties that the Site or any Content or offers provided herein are valid, appropriate or available for use outside of the United States. Those who access or use the Site from other jurisdictions do so on their own initiative and are responsible for compliance with applicable local laws.
• These Terms of Use set forth the entire Agreement between you and Zoetico with respect to use of the Site, and supersede any prior agreements between you and Zoetico relating to such subject matter.
• Use of this Site constitutes acceptance of our Terms of Use, including applicable limitations on liability and warranty disclaimers. Copyright 2013 by Zoetico. All rights reserved.

Product Disclaimer

• Zoetico does not represent and is not affiliated with or sponsored by any designers or their representative mentioned on this website. Zoetico does not represent any designer mentioned on this site or their copyrighted or trademarked products. Zoetico are not manufacturers and Zoetico does not represent the items Zoetico sells to be original or exact replicas. Our products do not come stamped with a designer logo. Any mention of these designers within any product description are for comparison purposes and are not specifically endorsed by the designer or their representative.
• Zoetico strives to deliver the most accurate representation of the product through our pictures and descriptions. Descriptions are written to the best of our ability and are not endorsed by a designer or their representative. Our products are provided to you on an "AS-IS" basis. Zoetico does not claim responsibility or liability for manufacturer changes in color, material, dimensions, weights, and style. 
• Zoetico does not have any responsibility in the quality control of the products or the specifications of the products on the site.  Information and descriptions are subject to change without notice.  Zoetico is not responsible for any harm caused to your home or place of work as a result of purchasing products from Zoetico's web store. Zoetico offers no warranty on any product. Zoetico does not guarantee that products will continue to function as that is provided by the manufacturer warranty (if available).
• Products are not rated for commercial use unless otherwise stated on the product description or confirmed in a written email.
• Manufacturer warranties may be void if an item is used for commercial purposes but not rated for commercial use.  Items that are rated for commercial use will explicitly say so in the product description.

Chargeback and Debt Collection

• Initiation of a chargeback or failure to pay for goods or services (delinquent payments of any kind) fully revoke any buyer protections that are provided by Zoetico. Delinquent payments and unsubstantiated chargebacks will be treated as a debt and forwarded to a collections agency for full payment or recoupment of goods.

Authorized Users

• When a user successfully places an order with a credit card and passes our security checks by confirming the Credit Verification Value (CVV) number and billing address, the user has agreed to our terms and verifies they are the authorized user of the card.
• When a user successfully places an order using a PayPal account by logging into PayPal, the user has agreed to our terms and verifies they are the authorized user of the PayPal account.

Communication Guidelines

Processing Orders

• Orders placed that require additional information before processing will be contacted via phone and email but for documentation purposes must be responded to via email.
• Changes to items, billing/shipping information, and shipping method must be communicated via email. Changes not communicated via email will have the order processed in its original state.
• If an item is out of stock, three attempts will be made via email to communicate the stock status. If a response is not made and the item does come back in stock within 30 days, it will be shipped out.

Returns

• A return request must be made within 48 hours after receipt of merchandise via email. Return requests made after 48 hours of a delivery will not be accepted.
• Returns are not considered filed unless a Return Authorization Form is emailed within 48 hours of receiving the order.

Damages

• Damage claims or notice of product deficiency must be made via email within 48 hours of receipt of merchandise (for small parcel items not requiring signature).

Damage claims may be resolved through an agreeable resolution. It can be in the form of a discount on a future order, reimbursement for repair costs, or a discount on the current item. If a response is not made within 30 days, the claim is considered closed and cannot be reopened.

General Shipping Policy

• Items are shipped only two ways, small parcel carrier (UPS/FedEx) or by freight truck
• We service the United States (including Hawaii, Alaska, and Puerto Rico) and Canada only
• Free shipping does not apply to Hawaii, Alaska, Puerto Rico, and Canada shipments (a quote will be sent via email for acceptance for these areas)
• Additional charges can apply to businesses or residences in hard to access areas (e.g. island locations, gated communities, limited headroom bridges)
• All Canadian shipping quotes include customs fees
• Refused shipments will have shipping charges (both ways) deducted from the refund
• Freight carriers deliver Monday through Friday between 9AM and 5PM
• Missed appointments will incur additional fees billed directly to the customer by the carrier

Processing and Transit Times

• Orders shipping to an address different than a billing address will be charged in full and have processing times extended
  • To avoid delays please make sure the shipping address is verified with your credit card issuer. In stock items typically take 1-2 weeks to deliver (please see the details below)
    • Proximity to the warehouse, upgraded shipping, and products located in Canadian warehouses may add to normal transit times
• In stock items take 3-7 business days to prep for delivery regardless of delivery method
• Special/custom order or back order dates are estimates and subject to change
• Deposits on special/custom orders are not refundable regardless of the cancellation date
• Tracking is sent via email with the tracking number and carrier’s website to track online
• Guaranteed transit times can be purchased at an additional cost
• Expedited shipping can be purchased at an additional cost

 

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Free Delivery - Small Parcel Delivery

• Items typically arrive between 3-7 business days after tracking is sent
• Adult signatures are not required
• The decision to leave your package without a signature is at the discretion of the carrier

Free Delivery - Freight Delivery

• Delivery appointment is typically 7 to 10 business days after tracking is sent.
• The freight carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window
• Free freight delivery requires the customer to move the items into their residence/business
• Products that ship this method are usually large and may require assistance (driver is not obligated to assist)
• Hydraulic assistance (known as a liftgate) is not provided to lower items to the ground
• Additional costs resulting from COI (Certificate of Insurance), remote location, truck size restrictions, etc. will be the responsibility of the customer

Inside Delivery

• Delivery appointment is typically scheduled 7-14 business days after tracking is sent
• The freight carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window
• Items will be delivered inside the complex/residence and placed in the room of choice
• A maximum of two flights of stairs (1 flight = 15 stairs) will be accommodated, additional flights will cost $30 per flight
• A maximum of 300lb (per piece) will be accommodated, items weighing more will incur additional costs (we will inform you if this is the case)
• Assembly and debris removal are not included with this service
• Not all areas are serviceable for our upgraded inside delivery. A notification will be sent prior to shipping any order if the requested shipping method is not available.

Inside Delivery + Assembly

• The shipper will also unpack the product and provide light setup that requires basic tools (i.e. pieces will be screwed or bolted together, set pieces next to each other, or on top of each other)

Inside Delivery + Assembly + Debris Removal

• The shipper will also remove and dispose of all packaging

 

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Customer Responsibility During Delivery

• Missed appointments will have re-delivery fees, or storage fees will be charged.
  • Re-delivery fees range from $100 to $250
  • Storage fees range from $25 to $75 per day
• Unreachable contact information will result in the item being returned to the warehouse and a redelivery fee will be assessed.
• Any issues (holes, crushed corners, dents, worn tops, bottoms or edges, scraping, dirt etc.) must be noted on the delivery slip.
• Freight items are to be inspected thoroughly before signing a release.
• Items being held for any reason (commercial project, move, storage, etc.) still need to be inspected.
• Delivery must be refused and issues must be noted in order to receive a refund or replacement.
• Detailed pictures and a notice of refusal must be emailed within 24hrs of refusal.
• A customer’s agent (family member or friend) may inspect/sign for the item if they are at the residence - an agent's inspection and signature is considered the same as the customer

Disclaimer

• Any aid in the form of lifting, assembling, debris removal, or installation are done under the sole volition of the customer
• Any damages incurred by aiding the delivery agent while the delivery, assembly, debris removal, installation, or inspection is being conducted are the responsibility of the customer
• Multiple item orders may be delivered at different times, please make note if all items have to be delivered simultaneously
• Customer should not, in any way, attempt to complete a paid service on their own if delivery, assembly, debris removal, installation, or inspection take longer than the allotted time and is rescheduled

Cancellation Policy

• Orders may be canceled at any point prior to the shipment process with no cancellation fees
• Orders can only be cancelled via email.  Cancellations made via phone are not official.
• Unless an order is canceled via email, the order will be processed and prepped for shipment.
• Products that are packaged and put onto a truck for delivery are considered products that are shipped.
• If an item has already been shipped, and then canceled, please refer to the return policy.
• Out of stock items and custom orders are subject to longer lead times

Return Policy

• There are NO RESTOCKING FEES for returned orders but shipping costs are non-refundable
• We will refund your order total, less our costs for shipping and handling each way
• For items that are shipped free, our shipping and handling costs will be deducted from your refund
• A return request must be made within 48 hours after receipt of merchandise
• Returned items must be shipped back to Zoetico by the customer in its original packaging, unassembled, with no signs of use or attempts at assembly, wear, damage, or removed tags
• Items with assembly or debris removal services performed are not eligible for a refund but are covered under the manufacturer warranty

Damaged Item Policy

• We take every step possible to ensure your orders arrive in the best condition possible. All shipments must be inspected by the customer upon delivery
• Sign-off should not happen if any signs of damage are noticed
• Damage claims or notice of product deficiency must be made within 48 hours of receipt of merchandise (for small parcel items not requiring signature)
  • Detailed pictures of the original packaging must be sent with the damage claim otherwise the order is exempt from any damage claims
• If freight or small parcel items that require signature are signed off in good condition or not inspected, but signed for and accepted, they are exempt from any damage claims
• Claims are not considered filed unless Return Authorization Form and pictures showing the damage are emailed and received within 48hrs of receiving the product.
• Damaged items will have an attempted repair or a part replacement prior to a full product replacement or refund
• If a repair or replacement is available but refused due to any reason then shipping charges (both ways) are deducted from the refund

Non-returnable Item Policy

• All custom or special order items and products are non-refundable
• Custom or special orders have a 50% non-refundable downpayment
• Returns are not accepted on orders shipped to Alaska, Hawaii, Canada, and all other areas outside the continental USA
• Insurance is highly recommended with orders shipped to Alaska, Hawaii, Canada and all areas outside the USA as any damage claims will have to be filed by the customer
• Returns are not accepted for price matched to another site or on items that have negotiated discounted pricing
• Returns are not accepted on items housed in storage at the customer's request for more than two weeks
• Returns not in transit two weeks after a return request is initiated are not eligible for a return

 

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How to Return an Item

• Please review our Return Policy, our Damaged Item Policy, and our Non-returnable Item Policy to make sure the item is eligible for return
• After you have ensured the item is eligible for return please email the following to :
  • A filled out Return Authorization Form
  • If the item is damaged/defective, at least 2 clear pictures supporting the damage/defect claim
  • The order number in the subject line of the email
• Within 1 business day we will respond to set up the next steps

 

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Backorders

• All backorders that extend longer than 30 days and are approved by the customer will be charged to their credit card in full.
• We reserve the right to cancel a backorder due to unforeseen circumstances. A full refund will be issued.
• PayPal cancellations will be refunded in full without any fees (unless it is a custom order)

Replacement Parts

• Orders that have missing or damaged parts will be shipped free of charge
• Replacement parts are subject to different availability than the item ordered
• Standard shipping terms apply to all replacement part orders
• Expedited shipping of replacement parts are subject to additional fees
• In the event that a suitable replacement is not available, a refund (including shipping) will be issued
• Replacement parts are delivered via small parcel (UPS/FedEx) or by curbside freight only

Defective or Incorrect Items

• If a defect is discovered and confirmed, we will replace the defective part at no cost to the buyer
• Notice of defect or incorrect items must be made within 48hrs of receipt when signature is not required
• If signature or sign-off is required but incorrect items are still accepted then any claims or returns are subject to the standard return policy
• In the event that a suitable replacement is not available, a return will be authorized, and after return is completed, a refund will be issued in the form of the original payment method or a company check.
• Items that are missing original packaging or have been assembled or damaged are not eligiblefor an exchange
• Items that have assembly or debris removal services performed and tested are covered through the manufacturer's warranty (if available)

 

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Returns Due to Color

• Returns of products due to the different shades of color are subject to the standard return policy.  Colors produced on a screen (monitors, laptops, tablets, cell phones, etc.) vary greatly from company to company and product to product. Ambient light, brightness, color settings, and the viewing angle of a display play a major role in color reproduction. Our vendors do their best to supply us proper colors but due these variables, we cannot guarantee the exact color of a product shown in the pictures.

Returns Due to Material

• Returns of products due to quality of the material are subject to the standard return policy.  Quality (i.e. softness, texture, etc.) of a material is subjective.   We provide digital swatches to view the texture of the material.  Please inquire about physical swatches if the digital swatches do not suffice.  Physical swatches may not be available for all products and may incur shipping fees.

Returns Due to Quality of the Material

• Returns of products due to quality of the material are subject to the standard return policy. Quality (i.e. softness, texture, etc.) of a material is subjective. We provide digital swatches to view the texture of the material. Please inquire about physical swatches if the digital swatches do not suffice. Physical swatches may not be available for all products and may incur shipping fees. Wood products can have varying shades of wood and returns due to shade or grain inconsistencies are subject to the standard return policy. Distressed finishes on wood products can have varying shades and amounts of fabricated distress applied. Returns due to issues pertaining to the aesthetics of distressed woods or wood finishes are subject to the standard return policy.

Returns Due to Dimensions

• Returns of products due to the incorrect dimensions are subject to the standard refund policy if the actual dimensions lie within 5% of the dimensions listed.

Returns Due to Product Images

• Products with the main image shown as a lifestyle shot (or any images showing more than 1 item) may or may not be exactly what you will receive as images come directly from the manufacturer.
• The name of product is exactly what you will receive.  For example, if an image shows a collection of items with a Sofa, Coffee Table, and an End Table, but the name says End Table, then the product you will receive will only be an End Table.
• Many manufacturers do not provide individual product images.  Images can contain a full collection, or a staged room to show how the item will look with other pieces.
• All items are sold as individual pieces unless explicitly stated in the name or description.
• Returns due to misunderstandings related to a photo are subject to the standard return policy.
• Our customer service is here to help if any confusion exists on any particular item.

Returns Due to Lack of Photos

• Photos are a certain representation of what the product sold by the supplier. Our suppliers do their best to supply the correct photos of the products with as many viewing angles as possible but issues pertaining to missing angle views of the photos or products not matching the exact photos listed are subject to the standard return policy.

Returns of Artwork

• Due to the nature of artwork (figurines, statues, framed art, wall art, decorative art pieces, etc.), inconsistencies may arise from product to product. This is especially the case with custom made items or items that are made by hand. Return requests for artwork items not appearing as pictured will be subject to the standard return policy. If artwork is a special or custom order, it is not eligible for a return.

Returns Due to Product Images

• Products with the main image shown as a lifestyle shot (or any images showing more than 1 item) may or may not be exactly what you will receive as images come directly from the manufacturer.
• Many manufacturers do not send us images for individual products and products may be grouped together in the photos. All photos are grouped together and uploaded to our server based off image names supplied by our manufacturers.
• Products with multiple images of different products in the gallery may or may not include those items. This is especially true of collections that are sold separately. (some examples listed below)
  • All items in a bedroom image that shows a bed, night stands, dressers, and chests may be sold separately
  • All items in a dining room image that shows a chair and tables may be sold separately
  • All items in an outdoor set image that contain tables and seating may be sold separately
• Read the title carefully as it is most accurate with what you will receive. Call us if you have any confusion or doubts with what you may receive.
• All returns due to incorrect or misunderstanding of the product images are subject to our return policy.

Returns Due to the Home or Building Structure

• All sizes and dimension are provided by the manufacturers and are automated to be placed onto the website
• The customer must triple check the dimensions of the product to confirm it will fit through entry ways, doorways, hallways, etc of the place of delivery
  • If no dimensions are provided, the customer must contact us to get the proper dimensions especially for oversized items like sofas and beds
• It is the sole responsibility of the customer if the product ordered does not fit through the doorway, entry way, hallway, etc of the place of delivery
• Any sort of special delivery or redelivery will be charged to the customer
• Storage fees may apply if the customer wishes have it stored temporary
• Any returns are subject to the standard return policy

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