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Product & Quality
Where are your products manufactured?
We have a vision to partner with certified ethical suppliers worldwide as we grow. While our products are currently manufactured across the world’s leading supplier countries, we ensure every item is produced through a verified supply chain that meets our rigorous quality standards and safety requirements.
Social Commitment
Which causes do you support?
Our commitment to giving is rooted in two main pillars: Environmental Conservation and Humanitarian Support. We view our brand as a "Social Soul" in progress, and we use our Sowing Growth model to fund these initiatives as we reach our business milestones.
For more information on our current 'Sowing' phase and our latest milestones, please visit our Mission and Impact page. You can also subscribe to our newsletter there to receive our impact updates directly.
Shipping & Delivery
Where do you ship to and what are the shipping costs?
We offer "Free Standard Shipping" on all orders to our currently supported regions: Hong Kong, Singapore, and metropolitan areas within NSW, VIC, QLD, and ACT in Australia.
Please note that we cannot fulfill orders outside of these specified regions at this time.
If an order is placed from an unsupported location, it will unfortunately be cancelled and a full refund will be issued.
Why is my country not listed?
To ensure sustainable growth and maintain our high standards for shipping and handling, we have temporarily focused our operations on specific locations.
We are working hard to expand our reach and hope to welcome more global customers to our community soon!
How long will it take to receive my order?
Total delivery time includes a handling period of 1–5 business days. For specific regional estimates, please visit our Shipping & Delivery page.
Will I have to pay taxes or duties?
For Hong Kong: No, there are no additional taxes or duties for local orders.
For Singapore & Australia: We do not collect GST or sales tax at checkout. As our current volume falls within the tax-exempt thresholds for international retail imports in these regions, your order will typically arrive tax-free.
Please note that tax regulations vary by location; in the event that a local customs authority requires an administrative fee or duty, these charges remain the responsibility of the recipient.
Can I change my delivery address?
Please submit a request via our Contact Form or email support@zoobotanic.com with your order number as soon as you notice the error.
We are happy to update your details as long as the shipping label has not yet been purchased. Once a shipping label is generated and our system issues your automated notification, the delivery address is locked and can no longer be modified.
Can I ship to a PO Box?
We currently require a physical residential or business address to ensure successful delivery and cannot ship to PO Boxes.
Returns & Refunds
What is your return policy?
To maintain our small-batch inventory model and ensure the exclusivity of our collections, we do not accept returns, refunds, or exchanges for "change of mind" purchases. This includes instances such as ordering the incorrect size or personal preferences regarding a product's appearance or feel.
We encourage you to consult our sizing guides and product details carefully before finalizing your order to ensure the perfect fit.
What if my item is faulty or incorrect?
If you receive a defective, damaged, or incorrect item, we will make it right! Please submit a Return & Refund Request via the form on our Contact Us page within 3 business days of delivery.
We value your support and aim to review and respond to all requests within the next 3 business days of submission. For verified faults, we provide remedies such as replacements (subject to availability) or full refunds and will cover all associated shipping costs.
How do I send a faulty or incorrect item back?
Once authorized by our team, you will receive a pre-paid shipping label via email. Items must be dispatched back to us within 10 days of receiving this authorization. Please do not ship items back without prior written authorization!
How long do refunds take?
Approved refunds are issued to your original payment method. Once we approve your refund, you will receive an email notification; please allow 1 – 10 business days for the credit to appear in your account, depending on your bank's processing times.
Newsletter Subscription, Account & Privacy
How do I stop receiving newsletters or marketing emails?
You can opt out of marketing emails at any time by clicking the "Unsubscribe" link at the bottom of our emails. Alternatively, you can use our Data Privacy & Account Deletion Request Form and select the option to be removed only from the mailing list while keeping your Zoobotanic account active.
Note: Even if you unsubscribe from marketing, you will still receive essential "transactional" emails regarding your orders, such as shipping confirmations and receipts.
How do I delete my account?
To permanently delete your account and associated data, please use our dedicated Data Privacy & Account Deletion Request Form:
- Step 1: Submission – Fill out the form with your Full Name and the Email Address registered to your account.
- Step 2: Confirm Intent – Select the option to "permanently delete my Zoobotanic account and all associated data".
- Step 3: Processing – We process these requests manually for your security. Please allow up to 30 days for the deletion to be completed in accordance with global privacy regulations.
Note: While your personal profile will be scrubbed, we are legally required to retain anonymous transaction records for international tax and audit purposes.