Frequently Asked Questions
Email us: email@example.com
Call us: +1 (604) 262-9639
Hours: M-F 8AM-3PM ET
Orders & Shipping
Yes, we ship worldwide.
Our US and International orders ship with DHL, FedEx, USPS and UPS.
Our CA orders ship with Canada Post.
We offer FREE shipping for all orders above $80! Shipping charges are calculated at checkout. Shipping charges can vary depending on a number of factors including item quantity, size, weight, and
Import fees may apply for orders. The customer is responsible for import fees.
Proudly plastic-free. All our packing materials are recyclable in the paper bin or compostable in your home compost!
Our mailers are made with a mixture of cornstarch, soy ink, and other plant materials that are fully compostable. You may even use them to line your compost bin! In ideal conditions, the bag will biodegrade in 6-12 months.
For any orders that require damage protection, we use 100% compostable kraft shreds inside of our boxes.
All US and international orders ship from our fulfillment warehouse located in Chicago, Illinois.
All CA orders ship from our fulfillment warehouse located in Vancouver, British Columbia.
Shipping typically takes 2-7 days (excl. remote locations). International shipping may take up to 20 days.
Any US orders placed before 8 AM CST will be shipped out on the same day. All US orders placed after 8 AM CST, will be shipped out the next day. Any Canadian orders that come in before 8 AM EST will be fulfilled the same day. You’ll receive a shipping confirmation as soon as your order leaves our warehouse.
Please note it can take up to 1-2 business days for your tracking link to update. If you did not receive a shipping confirmation after 2 working days, you can always reach out at firstname.lastname@example.org, and we’ll be happy to help! Orders outside the US and Canada will take longer due to customs clearance at the destination country and may be charged duties. The customer is responsible for the cost of duties.
Please email us if you have any questions about your order.
If your order shows as “delivered” but you did not receive it, please contact the courier or our customer care promptly. After three days we are no longer responsible for a missing package.
Our 2022 warehouse closure schedule will be released soon.
Once your order ships you will receive an email from us stating “A shipment from order is on the way”. This email will include a tracking number and the company it is shipping with. It will also include a link you can click to get to the tracking page. If you misplace this email/information contact our customer care at email@example.com with your order number and they will be able to provide you with the tracking information.
If you have any issues with your order once it has left our warehouse, please contact the company your order is shipping with, as they are the best at locating your package.
If you've contacted the shipping company and the package cannot be located, just send us a message at firstname.lastname@example.org and we’ll be happy to help you. Please email us right away if your order shows as “delivered” and contact the shipping courier. If you don’t notify us within the three days, we are no longer responsible for a lost package.
If you are wanting to cancel your order please contact our customer care team right away. Our orders ship the same or next business day and once the order leaves our warehouse we are unable to cancel your order. We cannot guarantee a cancellation.
Our warehouses are working extended hours and weekends during the holidays to ship orders as soon as possible. As the holidays are approaching, we want to let you know ahead of time to order as early as possible so there are no delays during the holidays. We cannot guarantee delivery if order is placed after the USA holiday cut-off December 15 or Canada holiday cut-off December 10. For further information, please contact our shipping carriers: UPS, USPS, DHL and FedEx
The following USA and Canadian holidays may delay the shipment:
New Year's Day
Canadian holidays affecting shipments:
Victoria Day/Patriots’ National Day (Quebec)
Canada Day Civic Holiday (Saskatchewan, Manitoba, Ontario, Nunavut, Northwest Territories, Newfoundland & Labrador)
Natal Day (Prince Edward Island, Nova Scotia)
New Brunswick Day (New Brunswick)
British Columbia Day (British Columbia)
Heritage Day (Alberta)
Discovery Day (Yukon)
Yes! Check it out here.
Exchanges & Returns
We want you to be happy with your purchase and love our Net Zero products as much as we do. That’s why with our 30 day Happiness Guarantee you have 30 days from delivery to contact us about your purchase. Please contact us to make it right for you email@example.com
If you’ve changed your mind and want to exchange what you bought for a different product, with our 30 day Happiness Guarantee you have 30 days from delivery to contact us about your purchase. Please contact us to make it right for you firstname.lastname@example.org.
Please note, shipping is not refundable.
Send us an email of what product you're looking to buy! We'll give you a heads up when it comes back in stock.
Partial sets cannot be purchased or returned.
We offer a money back guarantee if you don't like the product within 30 days (return shipping cost not included). Contact customer service, ship the product back to us, and we'll refund your money. Shipping costs are not refundable.
Due to the nature of our products, we are unable to accept any returns for items that have been opened or used. Please contact our Customer Care team if you any inquiries: email@example.com
With our Happiness Guarantee you have 30 days to return your product. Only products that have been unopened and unused are eligible for returns.
Please note, shipping costs are not refundable.
Yes, we offer e-Gift Cards valued at $50-$300. You may purchase one here. Simply add to your cart and check out as usual. If you are trying to give away the gift card(s) please simply forward the gift card number to the recipient(s).
During the checkout process, you will find a small tab beneath the items in your cart that states “discount code or gift card”. There you may enter your discount code. Don’t forget to select APPLY once the code has been entered otherwise you won’t receive the discount — and we don’t want that.If you forgot to apply your discount code, please contact us within 24 hours after your order is placed and a member of our team will happily apply the discount code for you. Please note that if your discount code is expired or does not meet the requirements, we will not be able to apply the code.
We accept all major credit cards such as: Visa, MasterCard American Express. We also accept GooglePay and PayPal
Our products are currently made from a variety of sustainable manufacturers from across the globe (this includes but not limited to Canada, US, China, etc.). You may read more about our trusted suppliers here.
Get in Touch
Is there anything else on your mind that you can’t find the answer to or are just wanting to give us some feedback?
Give us a call at +1 (604) 262-9639 or send an email at firstname.lastname@example.org. We’re happy to chat. Our customer care associates are live Monday-Friday from 8am to 3pm ET.
If you’d like to become a wholesaler of Net Zero Co. or are just wanting to make a bulk order, you can apply here.
Once you are accepted into the program, you will then be able to shop our website in wholesale pricing. We do not offer quotes for those not accepted into the program.
Interested in working with us to help us spread the word about our sustainable swaps? Awesome! Please apply for partnerships and collaborations by emailing us at email@example.com
30 Day Happiness Guarantee
The Net Zero Co. team has listened to your inquiries and we've worked together to find a solution to make your shopping experience as easy and enjoyable as possible. That’s why we've decided to allow our customers to try and test our products for 30 days.
If you’re not satisfied with your product within 30 days of purchase, please email us at firstname.lastname@example.org. Our Customer Care team will work with you to find a satisfactory solution.
Thank you for making the world a greener place!