Thank you for being a valued customer. We'll work with you to make the returns process as smooth as possible.
What we cover
- ZenSupply's Return Policy
- Returns process overview
- Tips for a smooth process
- Submitting a return request
- Shipping items back
- Checking on a return status
- Example customer email updates
If you're in a rush...
- To submit a return request, sign in and go to Orders
- Locate the order
- Click "Return Items?"
- Specify items
- Set the quantity for each item(s) you want to return
- Specify a Return Reason (e.g. purchased by mistake)
- Specify a Return Action (e.g. refund, exchange)
- Add Comments (more detail is better)
- Click Submit
- A representative will reach out to provide you with an RMA # and instructions on where to send the item(s)
Note: To check a return status, sign in and go to Returns. You can also check your emails (search for the most recent email with a subject line of Return Status Update on ZenSupply.
ZenSupply's Return Policy
We aim to make the returns process as smooth as possible. Commercial door hardware is complex and we understand sometimes the wrong item is ordered.
We'll do our best to make the process as smooth as possible for you.
Our detailed Return Policy has more information that you can read here at Return Policy.
Returns process overview
A bird's-eye summary of the process.
- You submit a return request
- We review it & coordinate with our warehouse return teams
- We send you return instructions
- You send the items(s) back (to the specified warehouse location we provide)
- The warehouse receives and inspects the items
- Our finance team approves or rejects the return
- You are notified
- For approved returns, a replacement or refund is initiated (based on your preference)
What to expect
- We'll review the request ASAP (in the order they come in), so please be patient
- The total process (beginning to end) can take up to 14 business days, sometimes longer
- If there are any hiccups or delays, we will notify with you
- Return shipping is free to customers if the shipment was our mistake
- Customers pay return shipping if the items(s) were bought by mistake or not needed
Common reasons for delays
- We cannot reach you (please make sure your account info and contact details in any correspondence are accurate and updated)
- The items are returned to the wrong warehouse location (and they need to be re-routed to the correct one)
- During the processing period, customers initiate a chargeback or payment dispute (this adds processing time on our end); please be patient and contact us if you have any questions
Submitting a return request
- Sign in page and access your Orders
- Locate the order
- Click "Return Items?"
- Select the products, specify the return reason and how you want to proceed with the order after the return is processed
- Set the quantity for each item(s) you want to return
- Specify a Return Reason
- Specify a Return Action
- Add Comments
- Click Submit
- Success! Your return request has been submitted and will be reviewed
Need help signing in? Follow these instructions
View Orders & Click "Return Items?"
Click the image to go to the Orders page.
Specify the items you wish to return & follow the steps
Specify the quantity for each item(s) you wish to return.
Specify a Return Reason.
Specify a Return Action.
The confirmation page
What you see once you have submitted the return request.
The confirmation email
The email you will receive that confirms the request was submitted.
The email will be sent to the email you used when checking out.
If you changed the email in your account, it will be sent there.
Check your spam and other folders if you don't receive it.
Tips for a smooth process
These are useful tips to ensure the process goes as smoothly as possible.
- Ensure your contact information is accurate and updated (e.g. email, phone, name in the account)
- Add detailed comments in the comments section (this helps us when working with our warehouse returns team so they know what to look for when receiving the item(s))
- Take multiple pictures of the process (this is for your documentation and benefit and helps us if we need more info)
- If you specify a replacement indicate what you are looking for and acceptable replacements (e.g. a comparable product model, the same brand as the original product, etc.)
- Refer to the information in his guide and our Returns Policy for more detailed information so you can be informed
- Be prepared to share additional information or pictures of the items(s) you are returning so we can classify them correctly once they've been received
- Please be patient - we understand returning items is not ideal, but we'll do everything in our power to make your life easier because we value our relationship with you
Checking on a return status
- Sign in to your account and go to Returns
- You will see a list of all orders where a return has been submitted
- If you have questions about a specific return, timing, refunds or exchanges, please send us a message using our Contact Form
Example customer email updates
- Return request confirmation email
- Return status update email
- Return authorization email
Return request confirmation email
This email confirms your return request submission.
Return request status update email – Return request received
This email acknowledges your request has been received and is being processed.
Return request status update email - Return Authorized
This email acknowledges your request has been received and is being processed.
