Shipping & Returns
General Terms:
Zero Hour Prep reserves the right to update the rules when necessary, and the updated version will be published on https://www.zerohourprep.com/ with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Zero Hour Prep immediately. All buyers are deemed to accept the rules if they are using the services provided by Zero Hour Prep. Zero Hour Prep’s policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date. If the period for filing a Return & Refund request is exceeded, Zero Hour Prep reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Zero Hour Prep via https://www.zerohourprep.com/contact-us).
If Zero Hour Prep cannot fulfill the buyer's order within the order processing time—under conditions including but not limited to out-of-stock or other circumstances—Zero Hour Prep has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Zero Hour Prep has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Zero Hour Prep should refund the buyer when the return shows as “in transit” on the logistics website with the provided prepaid return label.
Zero Hour Prep shall not accept after-sale requests for “non-defective remorse returns,” and has the right to accept or reject the request. Zero Hour Prep will abide by the policy under this condition.
If Zero Hour Prep accepts an after-sale request for the reason type of “non-defective remorse returns” and requires deducting a “restocking & repacking fee,” under Zero Hour Prep’s policy restriction, the total “restocking & repacking fee” deducted shall not exceed 35% of the order total price.
Zero Hour Prep shall not require warranty terms, including whether to provide a warranty or how a warranty is handled.
Zero Hour Prep shall adhere to the refund time and redelivery time under the applicable conditions, including but not limited to: where an order should be refunded based on policy or a refund/redelivery is agreed between Zero Hour Prep and the buyer or others, Zero Hour Prep must refund no more than 3 business days after approval, or redeliver no more than 5 business days after approval.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clauses below state) to Zero Hour Prep. If the buyer cannot provide compelling evidence within the order after-sales period indicated, Zero Hour Prep has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Zero Hour Prep under various circumstances.
1. Refund Request Timing
The buyer has the right to apply for a full refund for an order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type — Zero Hour Prep Rules
For Unshipped Orders
If the Return & Refund request is made after the stated processing time, Zero Hour Prep will refund the order.
If the Return & Refund request is made within the stated processing time, Zero Hour Prep has 3 business days to process the request after the buyer submits it. If Zero Hour Prep fails to process (accept or reject) the refund request within 3 business days, Zero Hour Prep will refund the order.
Note: Although the order is still within the stated processing time, any refund request must be processed within the time listed above.
For Shipped Orders
If the Return & Refund request is made after the order has shipped, Zero Hour Prep has 10 business days to process the request after the buyer submits it. If Zero Hour Prep fails to process (accept or reject) the refund request within 10 business days, Zero Hour Prep will refund the order.
2. Goods Returned in Transit
If the package is sent back to Zero Hour Prep during transit for any reason, and the buyer applies for a refund, Zero Hour Prep should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Zero Hour Prep should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and the buyer has proof from the logistics website (e.g., a screenshot showing the order was destroyed), Zero Hour Prep should refund the order within 3 business days of the buyer’s refund request, or redeliver within 5 business days of the request. The following steps must be followed when creating this type of request:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload a video.
b. Screenshot of the email or dispute received including name, date, and content (e.g., PayPal dispute or other gateway, email, etc.).
c. The products need to be returned to Zero Hour Prep if our Dispute Team asks for a return in disputes.
Except for the important interpretation below, Zero Hour Prep will refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders lacking tracking information; in transit, pending, or expired 60 days after departure from Zero Hour Prep’s warehouse. The following countries and shipping methods may be different:
a. For orders shipped to the USA, counted 45 days after departure from Zero Hour Prep’s warehouse.
b. For Brazil, 110 days after departure due to strict customs clearance.
c. For Zero Hour Prep Packet Liquid Line to all countries, disputes for delayed orders are handled after 100 days from departure.
d. For some special shipping methods, Zero Hour Prep cannot handle disputes (see important interpretation).
Notes:
Sometimes orders arrive at the nearest post office and are pending due to insufficient address, package unclaimed, no such number, etc. It may be more convenient for clients to contact or visit the local post office.
In Israel, packages may be delivered to self pick-up cabinets by default, which can cause overdue pickups. Contact or visit the local post office for delivery.
Sometimes local tracking shows “delivered,” but the end customer claims non-receipt. Zero Hour Prep will try to verify the situation (which may take 1–2 months) but a positive result is not guaranteed.
3.2 Orders Not Received
Zero Hour Prep will not refund or resend if tracking shows the order is delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. Alerts may include:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Not picked up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor may attempt delivery 1–3 times. If unclaimed, it’s stored 3–7 days at the local post office—clients must pick it up. Otherwise, it will be returned. During return, Zero Hour Prep takes no responsibility if products are lost.
b. If the logistics company provides return service to the US, Zero Hour Prep will put the products in your private inventory and will not refund when returned items are received.
c. Zero Hour Prep cannot offer a refund or resend if you don’t process undelivered orders or packages destroyed by logistics companies.
3.3 Products Damaged
Zero Hour Prep offers a full refund or replacement if packages arrive badly damaged.
Zero Hour Prep offers a partial refund or replacement if packages arrive partially damaged (except minor issues like loose threads, slight wrinkles, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Zero Hour Prep cannot offer refunds or after-sale services due to long-distance international delivery.
c. For ordinary/electronic products, your clients shall complain or open a dispute within 25 days after delivery.
d. For service products, Zero Hour Prep refunds you the cost of the product equal to the US market price; otherwise, Zero Hour Prep will not take any responsibility.
3.4 Incorrect or Missing Products
Zero Hour Prep has a strict quality-control process before dispatch.
Zero Hour Prep will handle incorrect or missing products as follows:
a. Incorrect products: full refund or replacement.
b. Wrong color/size (doesn’t affect function): refund or resend if you provide a screenshot of the complaint including name, content, and date.
c. Missing parts that don’t affect function: partial refund or resend the missing part; if they do affect function: resend the product only.
d. Accessories: resend accessories.
Notes: For size issues, please measure according to the correct method and provide a photo of the measurement; our dispute team will process quickly.
4. Wrong Receipt Information
If the buyer enters wrong receipt information on an order, the buyer should contact us via https://www.zerohourprep.com/contact-us to request an update.
Please note: receipt-information correction or order cancellation is not guaranteed.
If the order has already shipped, it is the buyer’s responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong recipient, the buyer can attempt to send back the products at their own expense. If the goods are returned in good condition, Zero Hour Prep shall refund the order within 3 business days of receiving the goods (as a buyer’s refund request), or begin redelivery within 5 business days of receiving the goods. Note: the buyer is responsible for any redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage / significantly not as described / missing or wrong goods / quality problems)
If the buyer detects any problem upon receipt, the buyer should submit a refund or redelivery request with valid proof (photos/videos clearly showing the problem). After the buyer files a request with Zero Hour Prep, Zero Hour Prep should check the proof and respond within 3 business days.
If the proof checked by Zero Hour Prep does not clearly show the problem, the proof is invalid and Zero Hour Prep has the right to reject the refund request.
If the buyer’s proof clearly shows a problem after being checked by Zero Hour Prep (proof checking time not more than 3 business days), and the goods need to be returned to get a refund, Zero Hour Prep should provide a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website (per the tracking number uploaded by the buyer) within 3 business days. If the goods don’t need to be returned, Zero Hour Prep should refund within 3 business days of the refund request.
If proof is valid and the buyer requests redelivery, Zero Hour Prep should redeliver within 5 business days of proof approval. Zero Hour Prep has the right to refund the order if redelivery products have no stock; buyers may reorder when products are restocked.
5.1 Incorrect or Missing Products
Zero Hour Prep has a strict quality-control process before dispatch and will handle cases as follows:
a. Incorrect products: full refund or replacement.
b. Wrong color/size (does not affect function): refund or resend with screenshot of the client’s complaint including name, content, and date.
c. Missing parts: partial refund or resend if it doesn’t affect function; resend the product if it does.
d. Accessories: resend accessories.
Notes: For size issues, please provide measurements per the correct method and a photo; our dispute team will act quickly.
5.2 Service Products
Service products apply to the following interpretation:
a. Disputes arising from products damaged or shipping delayed: Zero Hour Prep may not refund the product cost.
b. Disputes arising from bad quality: Zero Hour Prep may not accept if the supplier is not Zero Hour Prep.
c. For service products without Zero Hour Prep quality-checking inspection, Zero Hour Prep may not accept disputes.
6. Logistics Issues
6.1 Invalid Tracking Information
If Zero Hour Prep verifies the tracking number is wrong and fails to provide the correct one within 4 business days, Zero Hour Prep will refund the order.
6.2 Untimely Tracking Info Updates
If there is no tracking update for more than 7 business days after the label is created, and the buyer applies for a refund, Zero Hour Prep will refund within 3 business days of the buyer’s request.
Note: Not applicable during holidays, COVID-19, abnormal weather, or other abnormal situations.
6.3 Excessive Shipping Time
If the transit time exceeds the estimated delivery time by 10 days or more and Zero Hour Prep fails to provide valid tracking updates, the buyer may apply for a refund. Zero Hour Prep will refund within 3 business days of the buyer’s request.
Note: Not applicable during holidays, COVID-19, abnormal weather, or other abnormal situations.
6.4 Shipping Method Limits
Some shipping methods are not trackable to certain countries, states, or cities. Zero Hour Prep lists those methods in advance and will not accept disputes when you choose these methods to such countries, including:
PostNL、
Electric PostNL、
Packet Eub、
Packet Postal Route、
Packet Postal、
Packet Railway Economy.
Notes: Remote addresses may incur additional costs for certain shipping methods.
6.5 Force Majeure
Zero Hour Prep takes no responsibility for any product damage or shipping delay caused by acts of God, including but not limited to: epidemic, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Zero Hour Prep will notify you by (BUSINESS EMAIL ADDRESS).
6.6 Destination Limits
Due to limited international transportation, Zero Hour Prep will not accept disputes when orders are shipped to the following countries/territories:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Côte d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea, Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan, São Tomé and Príncipe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu, Samoa, Bernel, Curaçao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Other
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through (BUSINESS EMAIL ADDRESS).
Zero Hour Prep will try its best to assist buyers in these special circumstances in a timely manner. After notifying Zero Hour Prep, buyers should expect a decision from Zero Hour Prep on these types of issues no later than two weeks.
Zero Hour Prep takes no responsibility for any product damage or shipping delay caused by acts of God (as listed above). However, Zero Hour Prep will notify you by (BUSINESS EMAIL ADDRESS).
7.1 Return
Products can be returned to Zero Hour Prep’s US warehouses only. We do not suggest returning products to our warehouses, because international return shipping is costly, may take at least 3 months to arrive, and many items are lost or damaged in return transit.
a. If you still wish to return products, please email Zero Hour Prep and someone will respond within 1 to 5 business days.
b. Please return products within 10 days after receiving them and after speaking with someone at Zero Hour Prep.
7.2 Order Cancellation
For order cancellations, Zero Hour Prep offers a full refund before products are processed by warehouses.
a. After payment, POD (print-on-demand) orders cannot be canceled as they are customized.
b. After payment, pre-order inventory orders cannot be canceled as they are special products reserved only for you.
c. After payment, video and photo orders cannot be canceled as Zero Hour Prep has already planned and prepared work for you.
7.3 Deadline for Opening a Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when third-party tracking information is untraceable.
7.4 Unacceptable Disputes
Zero Hour Prep shall not accept unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is “not real.”
c. Products have an unusual smell.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. A product difference was negotiated in advance.
g. Tracking information was deleted by logistics companies or local post offices.
h. Packages returned/discarded/detained due to the consignee’s failure to comply with customs-clearance work under foreign trade policies of certain countries.
8. Attention
If buyers are unsatisfied with the solution to an order after-sale issue, buyers have the responsibility to open a dispute with Zero Hour Prep to help resolve the after-sale issue.
Quick fill-ins (optional)
Website URL link: e.g.,
https://zerohourprep.com/policiesContact Us page link: e.g.,
https://zerohourprep.com/contactBusiness email address: e.g.,
support@zerohourprep.com
