100% customer satisfaction is always our highest priority.
At Z Tools, Inc. (dba. Z Live Center) we work hard everyday to maintain a long lasting relationship with our customers. This is the reason why, we go the extra mile to ensure if any issue arises with any of our products it gets addressed as soon as possible.
IMPORTANT: Prior to returning any package, you MUST obtain an RMA (Return Merchandise Authorization) number.Packages received without an RMA will be refused and returned at the customer’s expense.
General Return Policy
Please read this entire Return Policy for specific requirements and eligibility.
- Unopened products may be returned for a refund back to the same account used during the purchase process or for exchange. (See Shipping & Handling Fees and Exchanges / Store Credit , below.)
- Defective products, at your discretion can be exchanged or refunded. If you opted for exchange, an equal item will be shipped to you. If such item has been discontinued or is out of stock, a refund will be issue back to the same account it was charged from. (See Exchanges / Store Credit, and Return Requirements & Procedures, below.)
(RMA) Return Merchandise Authorization
Prior to returning any product, you must Fill Return Form to obtain an RMA # and return address. All packages being returned must have a valid RMA# written on the outside. Any packages received without and RMA will be refused and returned to the customer at customer's expense (See Shipping & Handling Fees, below.) Products are eligible for refund within our 14-Day return period (see 14-Day Return Period, below)
Exchanges / Store Credit
Exchanges are allowed within 14 days from the time the product was delivered. (See 14-Day Return Period, below.)
If you purchased an incorrect item, you not longer need such item or the product is not what you intended to order etc. you may return it to us in its original (unopened/unused) condition for exchange, however please be advised that a 20% re-stocking fee will apply. If the item you wish to exchange it for is of a higher value, you will be required to pay the difference.
If you opted for an exchange of a defective product. we will email you a return shipping label to get the defective product back, once the product is received and inspected if found to be in compliance with our return policy (See Return Requirements & Procedures, below.) we will immediately send you a replacement unit free of charge.
Note: If you require a replacement unit urgently (before we receive your defective unit), you will need to place a new order for that item. Once the original defective unit is received, a full refund will be issue back for the new order placed. "This is a preventive measure to ensure all products are returned"
If you wish to cancel an order, you will need to Contact Us immediately to process your request. Please note that only orders that have status of "Processing" (before 1pm PST) can be canceled. If your order has already shipped, you will need to request and RMA to return the order and you will be responsible for any shipping fees. (See Shipping & Handling Fees, below.)
Return Requirements & Procedures
All returned products must be accompanied by its original packaging. Not returning all accessories or components, will result in a 20% re-stocking fee. When returning a product that may leak during transit, it is important to make sure it is properly packaged and sealed to avoid any spill that may effect any other parts.
Once the product arrives at our warehouse, it will be inspected and weighed as part of our return procedure. Products that have been tampered with or misused in any way may result in refund denial. Products that are claimed faulty during the return process and are found to be fully operational during our inspection may result in refund denial and may be send back to the customer at customer's expense. (See Shipping & Handling Fees, below.)
14-Day Return Period
A product may be returned for refund or exchange within 14 calendar days from the date it was delivered. Any product received after 14 calendar days will not be accepted and it will be returned to the customer at customer's expense
Shipping & Handling Fees
All returned products for refund, must be shipped by customer via customer's preferred shipping method. We recommend using the most economical shipping method that can provide proof of delivery to confirm receipt on our end.
Shipping fees for all returned products back to our warehouse unfortunately are not refundable.
Customers that qualified for free shipping during the order process, will receive a full refund minus Shipping cost (shipping & handling fees)
Z Tools, Inc. is not responsible for returned products lost in transit. We recommend adding tracking to your return to confirm receipt. Retain all tracking information as it will be used in the even that your package never reaches us.
If the wrong product was shipped to you, please Contact Us immediately to correct the error. All shipping charges will be handled by us.
Occasionally, an order will leave our warehouse but is not able to be delivered to the customer by the requested shipping carrier. Please note that shipping accuracy is solely the customer’s responsibility. The delivery address must be accurate, and suitable for receiving packages from the carrier. In the event that a package is returned to us by the shipping carrier, re-shipment will proceed at the customer's expense. If an unopened shipper-returned order is cancelled by the customer, a refund can be processed to the original form of payment, but shipping fees will be deducted from the order total. (See General Return Policy, and Shipping & Handling Fees, above.)
IMPORTANT: UPS or FedEx can not deliver to any Post Office Box or other unattended address.
Under certain circumstances at our discretion, we may use UPS or FedEx for Ground Delivery if the shipping address is not properly labeled as "P.O. Box".
Return Processing Time
Once the return is received at our warehouse, it will normally take between 1-2 weeks for the refund to be issued. When completed, an email will be automatically sent to you with the refund amount and refund ID.