We offer a 30-day guarantee. Our products are handcrafted in small batches with great care and we want you to be as happy with our products as we are. Please notify Zi Zai immediately if there are any problems with your order. We will refund 100% of the item purchase price for any product you are unsatisfied with. All unopened products are returnable for refund or credit within 30 days from date of purchase, minus return shipping costs. If the product has been opened or used, you must return the unused portion to receive the refund or credit (we will issue you a return address label upon notification of the concern). Reuse the original packing materials when possible to reduce unnecessary waste. Please include the following information with your returned item(s):
- Original receipt or a copy of your invoice
- A brief note describing the reasons for the return (so we can continue to improve our products and service).
- Indicate whether you prefer a refund or credit.
Mail all returns to:
Zi Zai Dermatology
2170 W. Drake Rd, Unit B3
Fort Collins, CO 80526
Once the return has been received, it will take 1 to 5 business days to process. Refunds will be given in the same form the purchase was made (i.e. credit card purchases will be refunded to the same credit card). Original shipping fees are not refundable. No refunds will be accepted after 30 days from date of purchase.
If your order was damaged in shipping, let us know immediately. Please take photos of the damaged package and save the products and packing materials for evidence until the claim with the shippers has been resolved.
International Orders & Lost Packages
In order to make shipping to countries outside the U.S. more affordable for our customers, Zi Zai Dermatology currently offers USPS First Class International shipping option. It is the least expensive shipping option but it does not allow for any insurance nor any tracking information. Therefore, we do not recommend this shipping option for international orders. Zi Zai Dermatology will not be responsible for refunding the cost of lost packages when this shipping option is chosen by the customer.
For all other shipping options chosen, credit for lost packages is issued only after we receive reimbursement from the USPS.
International packages may be subjected to additional fees and inspections depending on the laws of the country of import. This may include custom clearance, duties, and import tax. Any fees imposed are the responsibility of the recipient. Shipments may be held and delayed, or refused entry by customs. Shipments held or refused by customs and shipments refused by the recipient will only be issued a credit (minus any shipping cost) after the order has been returned and received by Zi Zai Dermatology.