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Shipping & Returns

Shipping & Returns Policies

Zen Electronics provides free shipping on most items in our online store. Once you've purchased an item from us our top priority is to get your merchandise to you as quickly as possible while also trying to insure it arrives safely. If you live in the Austin, TX area, your merchandise can be delivered by one of Zen Electronics' very own employees. All Austin, TX deliveries are provided free of charge.

Shipping Methods

Local Delivery (Austin, TX) - Typical delivery time is 1-3 business days for delivery in addition to order processing time.

Standard (FedEx, UPS or USPS) - Typical delivery time is 3-5 business days for delivery in addition to order processing time.

Common Carrier (Truck or Air Freight) - This delivery type is used for heavy and oversized items (large TVs, large furniture and large appliances). This service includes delivery to the curb, main entrance or garage (but does not include stairs). This service does not include unpacking, plugging in, installation or debris removal.  Typical delivery time is 3-10 business days. You will experience delays in receiving your goods if the shipping company is unable to reach you to setup delivery.

White Glove Freight (Large Items) - This is a special service for large and overweight items . It includes Common Carrier delivery plus un-crating, setting your goods in place, and removing the packing material. This service does not include installation of any type or delivery up stairs. It normally takes between 3 and 10 business days for your item to reach you if you select this option. An extra charge will apply to this shipment option (typically $150). The delivery company providing the white glove service will contact you directly to arrange for a convenient delivery time. Typical delivery time is 3-10 business days for delivery in addition to order processing time. Services vary by location.  Please contact Zen Electronics directly for additional information on the availability of these "White Glove" services in your area. You will experience delays in receiving your goods if the shipping company is unable to reach you to setup delivery.

Additional charges will be added for freight services if one of the below apply:

  • You live on an island with access or limited access via bridges.
  • You live in the upper peninsula of Michigan (or anywhere north of Green Bay, WI) or other remote locations throughout the US. (A remote area is an area that extends 50 to 75 miles past a Major Airport City. Examples of Major Airport Cities are, Newark NJ, Salt Lake City, UT, Los Angeles, CA, Chicago, IL. The presence of an Airport within 50 to 75 miles of a City, does not constitute it being a Major Airport City.)
  • You live outside of our local delivery area and you want a specific delivery time or a delivery on a weekend.

Our Zen Electronics customer service department will contact you directly for approval of any additional charges before we ship your item.  Please contact Zen Electronics Customer Service Department at (800) 936-0726 should you have additional questions regarding the shipping of your order.

Inspection Policy

Any item shipped via one of our freight services (standard or white glove) must be inspected before signing for the item. Concealed damage is rare but it does happen. 

Please carefully inspect your item(s) at time of delivery.  Internal inspection MUST be done while the driver(s) is present. For TV's this includes removing the carton off the TV and inspecting for damage and plugging in the TV to inspect for cracks or other similar damage before signing for the item. For furniture this includes removing the carton and inspecting for any damage. THERE ARE NO EXCEPTIONS TO THIS INTERNAL INSPECTION POLICY. The delivery company will ask you to sign documentation stating that they delivered goods in proper and acceptable cosmetic condition, thus waiving your rights to make any damage claim.  If you find any damage at all you must notate the damage on the Bill of Lading and refuse the delivery.

Again, it is your responsibility to check the shipment before the truck driver leaves your location.

Returns Policy

You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

If you wish to return an opened, non-defective item, the return shipping cost and a 15% restocking fee will be assessed.  In the case of large items you will also need to cover the initial freight charges to your location.

Special order items, such as Control4 Home Automation Equipment, have a "No Returns" policy.  Defective items are covered by the manufacturers warranty policy.  There are no exceptions to this policy.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Refused Orders Policy

All orders that are refused, except in the case of damaged items, will be charged for all shipping & handling charges, and a restocking fee of fifteen percent (15%) of the invoice amount.

 



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