FAQs

Here you will find answers to the most common questions we receive, including information on payment terms, shipping, phone condition, and returns. If you are unable to find the answer to your question here, please email us at support@zendoo.com.

Our Products

• Are the pictures you use for your phones of the actual phone I will receive?
  They are stock photos only. Please read the complete description to make the determination of whether the product is right for you.
• What is the physical condition of the phone?
  Our used phones vary in condition from poor to mint in box. Further, any custom features will be listed in bold and underlined in the item description

Payment

• What types of payment do you accept?
  We gladly accept all major credit cards and PayPal. For wholesale purchases, please contact us if you would like to arrange payment via a different method.
• How long will it take for my payment to be processed?
  Payment is processed immediately. The only exception to this is when paying via eCheck. eChecks generally take between three to five (3-5) business days to clear PayPal. We cannot ship your item until the eCheck has cleared and we have received the funds. Please keep in mind that it is possible for the funds to clear your bank well before payment is received in our account

Shipping & Sales Tax

• I have paid for the item. How long will it take you to ship it?
  If payment is completed before 5 PM Eastern Standard Time, then it will ship the same day. If it has completed after that, on a weekend, or on a holiday, then it will ship the following business day.
  * PLEASE NOTE * If you are shipping to an address that is not on record with your credit card's issuing bank, this may delay your shipment 24-72 hours.
• How do I find out shipping charges for an item or order?
  We ship all orders via FedEx. The following table displays estimated shipping rates. Actual shipping costs are calculated at checkout.
  
  

  U.S.	Cost
  3 Day Express Saver	$13.95
  2nd Day Express	$19.95
  Standard Overnight	$25.95
  Canada	NOT AVAILABLE
  International	NOT AVAILABLE

  
  
• If I buy more than one item, do I have to pay two shipping charges?
  Our shopping cart will combine orders for you and calculate one shipping charge for the entire order. For every additional item purchased after the first, a shipping charge of $4 is added to the total shipping cost.
• Can you ship my package by US Postal Service?
  We ship our items exclusively via FedEx. You must submit a physical address upon checkout, as we cannot ship to P.O. Boxes. If the address you supply does not meet our shipping requirements, a customer service representative will contact you.
• Can I pick the item up and save shipping charges?
  We do not provide for local pick-ups at our location. All internet purchases must be shipped via Federal Express. No exceptions can be made.
• Do you charge sales tax?
  Sales tax is only applied to orders shipped to addresses in California.
• How long will my item take to arrive?
  This depends on both your payment method and shipping option. In order for it to ship the same day, you must have completed payment by 5 PM Eastern Time. eChecks generally take three to five (3-5) business days to clear. Please check the tracking information for estimated delivery dates. If an item ships on a Friday via Standard Overnight it will not arrive until Monday. Shipping time excludes weekends and holidays.
• What is your international shipping and duties policy?
  We do not ship internationally. This includes U.S. Territories, such as Guam and Puerto Rico.

Returns & Warranties

• What is your Return Policy?
  We guarantee that any item you purchase from us will arrive as described. Whatever your situation, we will work out a solution that is fair for both parties. In any case, you are welcome to send any inquiries regarding returns to support@zendoo.com. A customer service representative will respond to you as quickly as possible, usually within 1 business day.

  Please note:

  • We will ONLY accept a return if the item was misrepresented. If the item is returned for any other reason, it is subject to a 20% restocking fee.
  • Sorry, but shipping costs CANNOT be refunded - no exceptions.
  • We must be notified of any problems within 10 days of your receipt of the item.
  • Under no circumstance can we accept a return if we are not contacted first.

  The following items are not covered under our return policy:

  • Any item that is sold "AS-IS", "for parts", or "Repair Stock"
  • Any item that is sold as "Bad ESN" Can not be returned for activation issues
  • Batteries (as most of our phones are used, we cannot guarantee the battery life or functionality of any battery)

  In order to return an item, you will need a Return Authorization (RA) number. Items sent to us without this number will also be subject to a 20% restocking fee. Please contact us at payments@zendoo.com to obtain the RA number. All returned items must be delivered back to Zendoo in the same condition in which they were received.

• Do your products come with a warranty?
  Currently, our products do not come with a warranty. However, warranties can be purchased for all of our items through SquareTrade (www.squaretrade.com).
• How will I be refunded?
  All refunds will be issued to you via your original payment method after the returned item has been received and processed in our warehouse.
• Can I exchange my item instead of returning it for a refund?
  Unfortunately, we do not offer exchanges at this time.
• If I am not satisfied with the condition of my item, can I return it?
  If the item was misrepresented and the condition is worse than described you may return it for a full refund. If the item was accurately described but you have a change of heart you may return it, but a 20% restocking fee may be assessed.

Our office is open Mon - Fri 9am-6pm Pacific Time.

If you have any questions or comments, please contact us at supprt@zendoo.com