Frequently Asked Questions
Email us: firstname.lastname@example.org
Call us: +1 (604) 262-9639
Hours: M-F 8AM-4PM PT
Orders & Shipping
Yes, we ship worldwide.
Our North American orders ship with DHL, FedEx, USPS or Canada Post.
Flat rate shipping on all US and International orders - $9.95 USD
Flat rate shipping on all Canada orders - $12.99 USD
Free shipping on all US orders over $65 USD
Free shipping on all CA orders over $80 CAD
Net Zero Co. is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (duties, forward-mail charges, tariffs, etc.). Our fellow Canadians may learn more about duties and estimate the potential cost on the Government of Canada website.
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.
We are based in Vancouver, BC, Canada although all North American orders are currently shipped from our distribution warehouse in Chicago, Illinois. Pacific Coast and Canadian distribution warehouses coming soon!
Shipping typically takes:
USA: 5-12 days
Canada: 4-20 days
International: 12-20 days
Any order placed before 8:00AM CST will be shipped out on the same day. All orders after 8:00AM CST, will be shipped out the next day. You’ll receive a shipping confirmation as soon as your order leaves our warehouse.
Please note that we only pack orders on working days and that 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 email@example.com, and we’ll be happy to help! Orders outside the US 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.
Due to circumstances surrounding COVID-19, some shipping carriers worldwide are experiencing delays that are out of our control. We kindly ask you to be patient. Please email us if you have any questions about your order.
Please note, after the order is shipped it is under the customer’s responsibility. If your order shows as “delivered” for a week but you did not receive it, please contact the courier.
Our Chicago warehouse will be closed Thursday, November 25, 2021 and hours will be limited on Friday, December 24, 2021. Orders will not ship out those days, so please order in advance to avoid delays during the holidays.
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 firstname.lastname@example.org 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.
Due to COVID-19, there might be general delays, and shipping can take up to 3-4 weeks. If you've contacted the shipping company and the package cannot be located, just send us a message at email@example.com 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 3 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.
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 placed after the USA holiday cut-off December 14 or Canada holiday cut-off December 12. 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 90 day Happiness Guarantee you have 90 days from delivery to contact us about your purchase. Please contact us to make it right for you firstname.lastname@example.org
If you’ve changed your mind and want to exchange what you bought for a different product, with our 90 day Happiness Guarantee you have 90 days from delivery to contact us about your purchase. Please contact us to make it right for you email@example.com.
Please note, shipping is not refundable.
If an item you are wanting is sold out please enter your email into the “Email me when available” section and you will be notified via the email given when the item comes back into stock.
Partial sets cannot be purchased or returned. Please contact us at firstname.lastname@example.org to find the best solution for you.
Due to the nature of our products, we are unable to accept any returns for items that have been opened or used.
With our Happiness Guarantee you have 90 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 email@example.com. We’re happy to chat. Our customer care associates are live Monday-Friday from 8am to 4pm PST.
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 firstname.lastname@example.org
90 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 90 days.
If you’re not satisfied with your product within 90 days of purchase, please email us at email@example.com. Our Customer Care team will work with you to find a satisfactory solution.
Thank you for making the world a greener place!