FAQ FAQ
Frequently Asked Questions
What is our return policy?
ALL SALES ARE FINAL. At Zoidonna, we sell samples of quality authentic designer fashions and accessories. Even though our items are all samples, we are committed to selling mint-like items.
If you have received a different item, please contact us and we will be more than happy to assist you with a replacement (if available), exchange or online store credit (if necessary). We will process a replacement, exchange or online store credit only if the order is domestic. Unfortunately, we do not accept exchanges for international orders.
I put something in my shopping bag and it's gone. Why?
If you choose to leave the site without checking out, your shopping bag will only retain your selections for a one-hour time limit. That means the next time you come to visit Zoidonna, the items may not still be in your shopping cart. They are placed back onto our virtual shelves so other customers have the opportunity to make a purchase. It works just like a shopping cart in a store; if you left a retail store to have coffee and then returned later during the day, it is most likely the items in your cart will have been placed back on their shelves for other customers to purchase. Because Zoidonna sells items of limited quantities, we urge you to purchase the items you are interested in when you see them. The next time you visit, they might be gone!
How much do you charge for shipping and sales tax?
Standard shipping to anywhere in the Continental United States is only per order. There are additional charges to ship outside the U.S. and for express shipping orders. Sales tax is automatically applied to your Zoidonna order if your shipping address is in NJ. The tax rate will be 7%.
Do you ship to my country?
Yes, we will ship to all countries.
How do I make purchases on Zoidonna?
Zoidonna uses a simple and secure checkout process to allow you to make your purchase quickly and comfortably. If you have already created a Zoidonna account, enter your email address and password under the "returning customers" header and click the "log in" button. If you have created a Zoidonna account, just click the "continue" button under the "guest checkout' header. Simply follow the steps outlined and provide the necessary shipping and billing information to complete the checkout process. You will be given the option of creating a Zoidonna account, which will allow you to view your order status, edit email preferences, and much more.
What if I forget my password?
If you forget your password, we can e-mail it to your account's email address. If you would like to do that now, please follow the instructions below:
1. Click on my account located in the top navigation bar.
2. Directly under the password field is a link that says "Help, I forgot my password."
3. You will be taken to the password helper screen, where you will be prompted to enter in your email address.
4. Once you've typed in your email address, click the "Get Your Password' button.
5. An email will be sent with a temporary password for security purposes, and your original password is reset by our system.
6. Log back onto the site and continue to shop.
7. When you're ready to check out, simply use the temporary password.
8. You can change your temporary password by clicking on "edit" under my account
To insure your security, Zoidonna.com will automatically delete any saved credit card information if your password is changed. Simply re-enter any credit card information you wish to store the next time you shop with us.
Please note: your password is case-sensitive.
What do I do if I've changed my email address or want to update my personal information?
1. Log into your account by clicking on the "My Account" section.
2. Once you have reached that section, enter your email address and password.
3. Click on the "Log in" button.
4. You will now be logged into your account.
5. Click on the "Profile details" on the "My Account" section.
6. Enter your new information.
7. Click on the "Update" button.
What forms of payment do you accept?
Zoidonna is proud to accept American Express, MasterCard, Visa, Pay Pal and Google Checkout. We do not accept cash, checks or cash-on-delivery (C.O.D.).
Is it safe to use my credit card on Zoidonna.com?
Yes, shopping at Zoidonna is safe. Our site employs the latest version of Secure Socket Layer Technology (SSL) to encrypt your information and help make sure that only you and Zoidonna ever see it. In the rare instance that an unauthorized person obtains your credit card information and uses it, by federal law, you are only liable for the first $50. In any instance where you have discovered or suspect fraud, you need to contact your credit card companies immediately. Because we are so confident in our security measures, we will reimburse you for the $50 not covered by your credit card company. That's our Zoidonna Security Guarantee. And for you, it means there is no risk shopping at Zoidonna.com.
How long will it take to receive my order?
The length of time it takes to receive your order depends a great deal on the method of shipment and where the shipment is going. We ship most orders within 2 business days. A typical order shipped to an address in the Continental U.S. will take from 3 to 5 business days to reach its destination.
Do you sell gift certificates?
At this time, we do not offer gift certificates for sale on the site. However, this is something we're working on for the future.
Do you have a catalog I can order from?
Zoidonna does not have traditional paper catalogs - the shopping experience at Zoidonna.com is exclusively online.
Does Zoidonna have an affiliate program?
At this time, we do not offer the program. However, this is something we're working on for the future.
What are your customer service hours?
Zoidonna is available by email at admin@zoidonna.com or visit our contact us page.
What does "Ready to Ship in 24-48 Hours" mean?
Most orders require a 24-48 hour processing time before shipment. Once shipped, your merchandise will be delivered according to the level of service that you select at Checkout.
An item that I want is sold out. Will it ever become available again?
In many cases, the bargains we find come in limited quantities and cannot be restocked. We encourage you to check back often - you might discover something you love even more!
What does "Additional Shipping Charge" mean?
Some of our bargains incur an additional shipping charge in addition to our regular base shipping rate due to their size or weight.
Can I order by phone or fax?
We only accept your order online.
What is the status of my order?
It's easy to check the status of your order online. Simply login to My Account and locate the order. Next to the order total, you will see the current status of your order. If your order has been shipped, click "View Details". You will notice that your tracking number is an active link. Clicking on the tracking number will take you to the website of the shipping carrier, which will have more information about your package.
How can I cancel my order?
We are very sorry, but orders cannot be canceled once they have been placed. We process orders very quickly, and once an order enters the fulfillment process, we are unable to modify or cancel it. We apologize for any inconvenience and hope that in the majority of cases our faster processing time works to your advantage.
Can I specify which carrier I want to ship my order?
We offer our customers a choice of level of delivery service (i.e. the speed), and a choice of carrier.
How will I know what carrier is being used to ship my order?
Click on the "View Details" link for your order in My Account. You will see that your tracking number is an active link. Click on the link to see the shipping carrier and more details about your package.
How can I change the shipping method after my order has been placed?
We are very sorry, but we cannot change the shipping method once the order has been placed. We process orders very quickly, and once an order enters the fulfillment process, we are unable to modify or cancel it. We apologize for any inconvenience and hope that in the majority of cases our faster processing time works to your advantage.
How can I change the shipping address after my order has been placed?
We are very sorry, but we cannot change the shipping address once the order has been placed. We process orders very quickly, and once an order enters the fulfillment process, we are unable to modify or cancel it. We apologize for any inconvenience and hope that in the majority of cases our faster processing time works to your advantage.
Why did my new order get submitted with the address from my previous order?
Orders will automatically default to the shipping address that was used on your last order unless you specify otherwise. Please make sure you check your shipping address before submitting your order. If you wish to update your saved addresses in My Account, login to My Account and click on the "Saved Addresses" link. On the next screen, you will see all of the addresses you have saved to My Account. You'll be able to add a new address or edit or delete an existing one.
I used the wrong credit card for my order. How do I change this information?
We are very sorry, but we cannot change credit card information on an order once it has been placed. We process orders very quickly, and once an order enters the fulfillment process, we are unable to modify or cancel it. We apologize for any inconvenience and hope that in the majority of cases our faster processing time works to your advantage. If you wish to update your credit card information in My Account, login to My Account and click on the "Saved Credit Cards" link. On the next screen, you will see all of the credit cards saved to My Account. You'll be able to add a new credit card or edit or delete an existing one.
My credit card has already been charged for my order but it hasn't been shipped yet. What is this charge?
Zoidonna never places charges on your credit card until an order is shipped. However, as with all purchases with a credit card, an authorization is placed on your card. This is not the same as a charge. An authorization holds the funds for your purchase. If your order is not shipped, the authorization should drop from your card within 3-5 business days, and the funds should be freed up.
The Order Detail for my order indicates "Billing Information Received." Was my package shipped?
Yes. UPS delivers most of our merchandise. If you see the message "Billing Information Received," your package was given to UPS for delivery, but was not scanned at the first destination. Once the order ships, it can take 24-72 hours before your tracking number becomes valid and your merchandise can be tracked online.
I have not received my package and the tracking information indicates "Delivered." What can I do?
Please check with the other members of your household and also with your neighbors. Sometimes the delivery will be given to a neighbor in the event you are not home at the time your merchandise is delivered. If you still can't locate the package, contact us for further instructions.
We're sorry. Once a package has been re-routed to sender (our office), we are unable to resend it to you. The original package will be processed as a return, and you will need to place a new order. We apologize for any inconvenience this may cause you.
What do the UPS Tracking Status terms mean?
1. Billing Information Received: UPS has received the electronic transmission of package detail from Zoidonna.com. UPS has taken possession of the package, but the detailed tracking information is not yet available. More detailed information should be available within 48 hours.
2. Origin: The package has been scanned at the origin UPS location.
3. Departure: The package has left its present location and is on its way towards the destination address.
4. Arrival: The package has arrived at an intermediate sort facility or the destination facility.
5. Out for Delivery: The package has reached the facility that is responsible for delivering the package. This is a package's last stop before delivery.
6. Delivery: The package has been delivered. The date and time of delivery is recorded.
7. Exception: If the package cannot be delivered or is delayed, the reason is noted.
Why was my order/part of my order canceled?
We're sorry. At the time you placed your order, we had all items in stock. However, upon closer inspection of your merchandise, we found the condition of certain items in your order were not up to our high quality standards. For this reason, we were not able to complete your order as requested. You should have received an email regarding this situation. In this circumstance, we verify that your credit card is not charged for the canceled item(s).
