FAQ

Frequently Asked Questions 

What are your business hours?

Saturdays & Sundays: Closed

Monday Through Friday: 10:00AM-7:00PM

How long does shipping take? 

All orders will take up to 1 to 2 business days (not including weekends) to be processed and fulfilled.  While shipping will take about 1 to 4 business days depending on location & option chosen at checkout. Crafted Gems may take longer as they are handmade & made to order. Usually processing and fulfillment will take 2 to 3 days (not including weekends). Please keep in mind we are not responsible for the shipping delays there may be with USPS due to Covid-19 at this time.

Where is my package? 

Oh no! While we are not responsible for any orders after being dropped off at the USPS, we can always try our best to help you the most that we can. Once an order is shipped you will receive the tracking information, which means it is no longer under our responsibility. If you never received an email with your tracking information, please email us at customersupport@zmvcollections.com.  We will verify if your shipment was officially sent and update you with any tracking information we can.  Please keep in mind USPS is the main shipping source for many businesses so there is a possibility of delays, or possible mistakes. If for some unfortunate reason your package is lost or stolen during or after transit please contact USPS as it is no longer under our control.  Remember to have your tracking information at hand, so they can begin the process of locating your package. Please keep in mind we are not responsible for any lost or stolen packages.

In order to avoid any unfortunate circumstances we highly recommend adding the Route Package Protection at checkout for an affordable price to help offer you a peace of mind with your order. This protects your package in the event that it is lost, damaged, or stolen and the cost is calculated based on the subtotal of the order. With Route you are connected to your order by visually tracking your package at anytime & you can make any claims if necessary with them if the unthinkable was to occur. Please view Route Package Protection Policy for more information.

Why is it saying my item is no longer in stock? 

Unfortunately, we are only humans. Humans who sometimes make a mistake. As much as we try to maintain our website and inventory count accurate, minor accidents may occur. There may be a stock discrepancy where we possibly miscounted, or an item is noticed to be damaged after attempting to fulfill your order.  Rarely, two shoppers may have purchased the final item at the same giving time as well which will cause an inventory miscount.  No worries though under this giving circumstance we will give you the options to either wait for the restock or receive a complete refund.  Refunds will usually take between 5 to 7 days depending on your bank. 

Where can I find my tracking number?  

Your tracking number will be sent through an email after the package is handed to the USPS. Please check your email that you registered with, as well as your spam folder.  If you still have not received an email contact us by email customersupport@zmvcollections.com and we will resolve the issue for you as soon as possible. If you create an account with us, your tracking information will also be available in the My Orders section after logging in.

Can I return an item I no longer want or need? 

We apologize for the inconvenience, but unfortunately, we are not accepting any returns, exchanges or refunds at the moment due to Covid-19 related purposes, as stated on our policy. 

Can I change my address after completing a purchase? 

We understand mistakes may happen.  We are always here to help. If you contact us before the order is fulfilled, we can resolve the issue immediately.  Just send us an email as soon as possible and we will get your address changed for your shipment to arrive to the correct address. 

If you still have any questions or concerns feel free to email us at customersupport@zmvcollections.com