Shipping Questions

Last updated: 11/18/2025

Below you will find answers to the most common questions about shipping, delivery times, destinations, customs, and order tracking.
If you need additional help, feel free to contact us at contact@zag-store.com.

1. Where do you ship from?

All orders from zagstore.com are shipped from our warehouse located at:

2110 S Parco Ave, Ontario, CA 91761, USA

2. Do you ship worldwide?

Yes, we ship to more than 200 countries worldwide.

However, we do not ship to the following destinations:
Morocco, India, Israel, Kuwait, Qatar, Saudi Arabia, Türkiye, United Arab Emirates, Vietnam, Belarus, Bulgaria, Italy, Romania, Russia, Serbia, Spain, Ukraine, Costa Rica, El Salvador, Guatemala, Mexico, Argentina, Brazil, Chile, Colombia, Ecuador, Peru, Venezuela.

If your country does not appear on this restricted list, we ship to you.

3. Which carriers do you use?

Depending on your location and the weight of the package, your order may be shipped with:

• USPS
• UPS
• DHL
• Other international partners

Your carrier will be indicated on the tracking link once your order ships.

4. How much is shipping?

🇺🇸 Within the USA

• Free shipping for orders of $85 or more (product value only).
• $9.95 flat rate for orders below $85.

🌍 International Shipping (most countries)

• $20 for parcels up to 3 kg (estimated delivery 1–3 weeks)
• $40 for parcels above 3 kg

🇯🇵 🇦🇺 🇳🇿 🇭🇰 🇰🇷 Japan, Australia, New Zealand, Hong Kong, South Korea

• Up to 2.3 lb: $40 (estimated delivery 1–3 weeks)
• Above 2.3 lb: $99

5. Do I have to pay customs or import duties?

🇺🇸 United States

Applicable sales taxes are calculated at checkout. No additional customs fees apply for domestic orders.

🌍 International customers

Yes. Import duties, customs fees, VAT, or other local taxes may be charged by your country upon delivery.
These charges are not included in our prices or shipping fees.
You are responsible for paying any taxes or duties required by your country.

6. How long does shipping take?

Delivery times depend on the destination and carrier. Below are average estimates:

• USA: 3–7 business days
• International (most countries): 1–3 weeks
• Remote areas: may require additional time

Please note that delivery times may vary due to customs, weather, strikes, or carrier delays. These delays are outside of our control.

7. When will my order ship?

Orders are usually processed and shipped within 2–5 business days.
Processing times may be longer during new product releases, preorders, or holiday periods.

8. Will I receive a tracking number?

Yes. Once your order ships, you will receive a tracking email with all the necessary information to follow your package.

If you cannot find the email, please check your spam folder or contact us at contact@zag-store.com.

9. My order is taking longer than expected. What should I do?

If your tracking link has not updated for several days, this may be normal especially for international shipments in transit or during customs inspection.

If you believe something is wrong, send us an email with your order number and we will assist you.

10. My package is lost, stolen, or returned to sender. What happens?

Lost or stolen package

We are not responsible for packages marked as delivered by the carrier but not received by the customer.
Please contact your local carrier to open an investigation.

Returned to sender due to incorrect or incomplete address

If the address provided was incomplete or incorrect, or if the parcel was not claimed:

• We can reship the order (shipping fees at the customer’s expense)
• No refunds are issued for unclaimed parcels

11. Do you ship preorders separately from in-stock items?

Preorders and in-stock items may ship separately depending on availability and warehouse processing.

If your order contains both, the in-stock items may ship first.

12. When will my preorder ship?

Preorder dates on product pages are estimates only and may change.
As soon as the product arrives in our warehouse, your preorder will ship automatically, and you will receive a tracking email.

13. Can I change the shipping address after placing my order?

Yes — but only if the order has not yet been processed or shipped.
Once the shipment has been prepared, we cannot modify the delivery address.

Please contact us as soon as possible at contact@zag-store.com.

14. Can I cancel my order before it ships?

Yes, cancellations are possible only if the order has not yet been prepared or shipped.
Once processing or shipment begins, the order can no longer be cancelled.

15. Do you accept returns?

No. Due to the limited-edition collector nature of our products, we do not accept returns or size exchanges.

Please see our Refund Policy for details.

16. What if my item arrives damaged?

If your item arrives damaged, you must contact us within 7 days of delivery, with:

• Order number
• Photos of the issue
• Photos of the packaging

Email: contact@zag-store.com

We may offer a replacement (if available) or a store credit.

Need more help?

Email us at contact@zag-store.com.
We usually respond within 2–3 business days.