What to expect on delivery day, how to hold or redirect a package, and what to do if something arrives damaged.
Can I change my shipping details?
Before dispatch, update your shipping and contact information in the Order Portal inside your Zerno account. Step-by-step instructions: Updating your shipping details and contact info.
After dispatch, UPS My Choice allows you to update delivery details or request a hold while your grinder is in transit. Once a package is moving, UPS My Choice gives you more control over delivery than we have.
Can I place a hold on the delivery of my Z1 or Z2?
If you have an upcoming Z1 or Z2 delivery and are traveling or will be unable to accept your package, you can place a hold directly with our shipping partner by setting up a UPS My Choice account. UPS has additional instructions for placing a hold or changing a delivery.
You can also use My Choice to have your order safely delivered at a secure access point for a smooth handoff while you are away.
If you know your travel dates before your grinder ships, you can email info@zerno.co with the dates and your order number, and we will do our very best to plan dispatch around your schedule if possible by noting them on your order.
What happens if I am not home or unable to receive my delivery?
A signature is required at the time of delivery. You can also sign online for your order using UPS My Choice. If you are unable to receive your package, our shipping partner will attempt delivery 3 times before returning it to Zerno HQ.
If a package is successfully delivered but refused at the time of delivery, the customer is responsible for any shipping, brokerage, or VAT fees resulting from the refusal. These will be deducted from the customer's refund after processing.
What happens if my grinder is damaged during transit?
A signature is required at the time of delivery, which includes insurance for your package. Report any shipping damage within 14 business days by contacting info@zerno.co, and our team will coordinate with UPS to resolve the issue.
To help us resolve it quickly, include your order number and photos of the outer box (all sides), the damaged areas, the inner packaging, the product, and the shipping label. Keep all of the original packaging until the claim is closed, since the carrier may need to inspect it.
Related
Shipping Costs, Delivery Times, and Where We Ship | Taxes, Import Duties, and VAT | Return Policy