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FAQ - Zeyoai Outdoor GearFAQ

>>> Payment & Security

Q: Is my payment information secure?

A: Yes, your payment security is our top priority. We use industry-leading SSL/TLS encryption to protect all payment data during transmission. Our trusted payment partners (PayPal, Stripe, and major credit card processors) are fully PCI DSS compliant, and we never store your full credit card details on our servers. Every transaction is safeguarded by multiple layers of security to ensure your peace of mind.

A: We accept the following payment methods for your convenience:
  • Major Credit/Debit Cards: Visa, Mastercard, American Express, Discover
  • Digital Wallets: PayPal, Apple Pay, Google Pay
  • Buy Now, Pay Later: Klarna, Afterpay (available for orders over [Minimum Order Value])
A: Common reasons for payment decline include:
 
  • Insufficient funds in your account or exceeded credit limit
  • Incorrect card number, expiration date, or CVV code
  • Card issuer’s fraud prevention measures (contact your bank to authorize the transaction)
  • Billing address mismatch (ensure it matches the address on your card statement)
     
    If the issue persists, please try an alternative payment method or contact our support team for assistance.

>>> Order & Shipping

Q: How do I track my order?

A: Once your order is shipped, we will send a confirmation email to the address you provided during checkout. This email includes a unique tracking number and a direct link to our shipping partner’s (UPS, USPS, DHL) tracking page. You can also track your order by logging into your account and navigating to the Order History section.

A: Our standard shipping policy is as follows:
Free standard shipping: Applicable to all orders over [US$30] within the United States, Germany, the United Kingdom, France, and Australia.
Standard shipping: [5-12 business days] | When the order amount is less than [30 USD], a flat fee of [5 USD] will be charged
Expedited delivery: [3-7 business days] | Uniform expedited fee [USD 12]
International shipping: Shipping rates and delivery times applicable to [the United States, Germany, the United Kingdom, France, Australia] vary depending on the destination (calculated at checkout)
Note: The delivery time is only an estimate and does not include order processing time (1-2 business days) as well as weekends/holidays.

A: Yes, we ship to select countries and regions worldwide. During checkout, simply enter your shipping address to check if we deliver to your location. International customers are responsible for any applicable customs duties, taxes, or fees imposed by their country’s government. These charges are not included in the order total and will be collected by the shipping carrier upon delivery.

A: We aim to process orders as quickly as possible. If you need to change or cancel your order, please contact our support team immediately at [Support Email] or [Support Phone Number]. We can only accommodate changes or cancellations if the order has not yet been processed or shipped. Once the order is in transit, we cannot make any modifications.

>>> Returns & Refunds

Q: What is your return policy?
A: We want you to be completely satisfied with your purchase. If you are not happy with your order, you may return it for a full refund or exchange within 15 days of delivery (for US orders) or 30 days for international orders. To be eligible for a return:
The product must be in its original condition, unused, and with all original tags and packaging intact.
Customized or personalized products are non-returnable unless defective.
Outdoor gear (e.g., tents, backpacks) must be returned in a clean, unused state (no dirt, stains, or signs of wear).
A: To start a return, please follow these simple steps:
 
  1. Log into your account and go to Order History.
  2. Select the order you wish to return and click Initiate Return.
  3. Follow the prompts to select the reason for return and print your prepaid return label (available for US orders).
  4. Package the product securely and attach the return label to the outside of the package.
  5. Drop off the package at your nearest shipping location.
     
    Once we receive and inspect the returned item, we will process your refund or exchange within 3-5 business days. Refunds will be issued to the original payment method.
A: After we receive and approve your return, we will process the refund within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment method:
 
  • Credit/Debit Cards: 5-7 business days
  • PayPal: 1-2 business days
  • Klarna/Afterpay: Processed according to their respective policies
     
    If you have not received your refund within the expected time frame, please contact our support team.

>>> Product & Warranty

Q: Do your products come with a warranty?
A: Yes! All our outdoor gear is backed by a manufacturer’s warranty to protect against defects in materials and workmanship. The warranty period varies by product:
 
  • Hiking Boots & Shoes: 12 months
  • Tents & Sleeping Bags: 24 months
  • Backpacks & Bags: 12 months
  • Outdoor Apparel: 6 months
     
    If your product is defective within the warranty period, please contact our support team with your order number and photos of the defect. We will provide you with a replacement, repair, or full refund, at our discretion.
A: Proper care will extend the life of your outdoor gear. We recommend the following tips:
 
  • Apparel: Machine wash in cold water with mild detergent, hang dry, and avoid bleach or fabric softeners.
  • Boots: Clean with a soft brush and mild soap, air dry, and apply a waterproofing treatment regularly.
  • Tents: Clean and dry thoroughly before storage, and store in a cool, dry place (avoid prolonged exposure to sunlight).
  • Backpacks: Spot clean with a damp cloth and mild soap, and avoid machine washing.
     
    For product-specific care instructions, please refer to the user manual included with your purchase or the product page on our website.

A: We apologize for the inconvenience! If you receive a damaged or defective product, please contact our support team immediately at [Support Email] with your order number and clear photos of the damage/defect. We will arrange for a free replacement or full refund, and we will cover the cost of return shipping for the defective item.

>>> Sizing & Fit

Q: Where can I find the sizing chart for your products?
A: A detailed sizing chart is available on every product page, located just below the product description. We also have a general sizing guide that you can access [here] (insert link to sizing guide page). Our sizing charts include measurements for chest, waist, hip, inseam, and shoe size (US, EU, and UK standards) to help you find the perfect fit.

A: If you ordered the wrong size, you can initiate a return or exchange within 30 days of delivery, provided the product is in its original condition (unused, with all tags and packaging intact). Please refer to our Returns & Refunds section for detailed instructions on how to initiate an exchange. We recommend checking our sizing chart carefully before placing your order to avoid sizing issues.

>>> Account & Support

Q: How do I create an account?
A: Creating an account is quick and easy! Simply click the Sign In / Register button at the top right corner of our website and select Create Account. You will need to provide your name, email address, and a secure password. Creating an account allows you to track your orders, view your order history, save your shipping and billing addresses, and receive exclusive offers and updates.

A: If you forgot your password, click the Sign In / Register button and select Forgot Password. Enter the email address associated with your account, and we will send you a link to reset your password. The link is valid for 24 hours, so please reset your password as soon as possible.

A: Our customer support team is here to help you with any questions or concerns. You can reach us through the following channels:
 
  • Email: [Support Email] (Response time: 24 hours on business days)
  • Phone: [Support Phone Number] (Available: Monday-Friday, 9 AM – 5 PM EST)
  • Live Chat: Click the Chat with Us button at the bottom right corner of our website (Available: Monday-Friday, 9 AM – 5 PM EST)
  • Social Media: Facebook, Instagram, Twitter (Response time: 48 hours)

>>> Other Questions

Q: Do you offer gift cards?
A: Yes! We offer digital gift cards in various denominations ($25, $50, $100, $250, $500) that can be purchased directly from our website. Gift cards are delivered via email to the recipient and can be redeemed at checkout. Gift cards are non-expirable and non-refundable.

A: Yes! We offer exclusive bulk discounts for businesses, organizations, and groups looking to purchase our outdoor gear in large quantities. If you are interested in a bulk order, please contact our sales team at [Sales Email] with the product name, quantity, and delivery details. We will provide you with a customized quote and special pricing.

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