Returns

1. Q:

   I want to return my purchase! What do I do?

   A:

   If you are not 100% satisfied with your purchase from Zappos Retail, Inc. you can return your item(s) for a full refund within 365 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)

   Did you know that returning merchandise is easy and informative, not to mention, can be fun? Check out this returns video for a sneak peek into some of our custom conference rooms.

   The easiest way for you to return the merchandise is to get a pre-paid label by logging in at Zappos.com

   1. Go to the website and click on My Account in the upper right hand corner.
   2. Log in to your account using your email address and password.
   3. Choose the order number of the merchandise you wish to return.
   4. Click on the orange button that says "Proceed to Return Process."
   5. Check the item you wish to return and click on the Return Checked Item box.
   6. If you would like to receive a store credit, please check the circle at the top.  Otherwise, choose the second circle to receive a refund.
   7. Choose to have the label displayed for immediate printing (or you can choose to have it sent via USPS mail). Then click Continue at the bottom of the page.
   8. The next page will feature a picture of the item and a barcode.
   9. Please print this page to include inside the shipping box along with your merchandise.
   10. On this page is where you decide how you want your label to be sent to you.  To display your label for immediate printing, click the link in the middle of the page that says "Click here to display your prepaid UPS return label." 

   If you would rather receive your label via email, simply let us know by email or phone.  We will gladly send it to you right away.  If for any reason you are unable to print out a label, we would be happy to have the label mailed out to you. Instead of choosing the option to print in the above return process, select the option to have a label mailed to you.  If you select the USPS 'snail mail' option, please allow 7-10 business days for the label to arrive.
   
   Make sure the merchandise is in its original packaging, (e.g., shoebox), and place it in a shipping box.  Attach the label to the sealed box.  Be sure to cover any old labels with the new one, or just peel them off.  A black marker can also be used to cover any existing bar codes.
   
   You may drop off your return at any authorized UPS shipping location, but please do not drop your return off at a drop box.  To find the nearest authorized shipping location, please visit www.ups.com.
   
   It may take 4-5 business days for your return to reach the Zappos Fulfillment Centers. Once it is received and inspected by the Zappos Fulfillment Centers (usually within 72 hours of receipt), Your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

   More About Our Return Policy

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2. Q:

   I would like to return a gift that was sent to me. How do I do that?

   A:

   Zappos.com is very sorry that your gift did not work for you. Please call the Zappos Customer Loyalty Team at 1-800-927-7671 for assistance returning the item. They will need some information in order to pull up the account that the gift was purchased on.  You will have to provide their phone number, first and last name, or email address.  In lieu of that information, you can give them the LPN number that is on the side of the shoe box.
   
   Any gift item being returned will be refunded to the original purchaser's method of payment; you cannot obtain a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item. Please call the Zappos Customer Loyalty Team at 1-800-927-7671 for assistance.
   
   To ensure availability of your desired item, please place the item into your shopping cart. If we do not have the size and color combination available, it will give you an error message.
   
   In order to expedite the process for you, you can create your own account on Zappos.com. Please click on the "My Account" link at the top right of the website and begin the process. Otherwise, we will be more than happy to create one for you over the phone.

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3. Q:

   I printed out my label and misplaced it. How can I retrieve it again?

   A:

   We are more than happy to help you print out a new label. The easiest way for you to get another pre-paid label, is by logging in at Zappos.com.
   
      1. Go to the website and click on My Account in the upper right hand corner.
      2. Log in to your account using your email address and password.
      3. Choose the order number of the merchandise you wish to return.
      4. Underneath the Status and Tracking column, you will see a link that says, "Display Your Return Label"
      5. Your label will appear for you to print.

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4. Q:

   How long does it take for me to get a refund?

   A:

   It may take 4-5 business days for your return to reach the Zappos Fulfillment Centers. Once it is received and inspected by the fulfillment centers (usually within 72 hours of receipt), Your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

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5. Q:

   I just printed out my USPS return label and it has two barcodes on it, is this the correct label?

   A:

   Zappos.com has changed the USPS return labels to include a UPS tracking number and bar code as well. This is known as a "Flex Label."  When you generate a USPS label, you will see two barcodes so that the you have the option to return via USPS or UPS.

   Both barcodes are needed on the label, so please do not alter the label in any way. The reason both barcodes are needed is because when the package is dropped off at USPS, UPS will then pick up the package from USPS and deliver it to the Zappos Fulfillment Centers.

   If you misplace your USPS Flex label, please contact the Zappos Customer Loyalty Team at 1-800-927-7671 for assistance in attaining a new Flex Label.

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6. Q:

   I am trying to look at my label to print but I just see a blank window with a red X. How can I see my label?

   A:

   We greatly apologize that you are unable to see your label. In order to view your new flex label, we ask that you be logged into your Zappos.com account before trying to view it. Please follow these steps and your label will appear:

   1. Log into your account with your email address and password.
   2. Navigate away from the website, to your specified email provider (i.e. Hotmail, Gmail, Yahoo, etc.)
   3. Open the Flex Label Email that was generated when the return request was processed
   4. Click on the label link!

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Shoes/Brands

1. Q:

   How do I know my shoe size?

   A:

   If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device® can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts ;to construct their shoes, and sizing may vary accordingly.

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2. Q:

   I want to know if you carry a specific brand/color/size/width?

   A:

   Try clicking on the Brands button located at the top of each page - you will be taken to a page where you can view all brands that we currently offering. Please check back often since we add new brands on a daily basis! From the brands page you can select a brand that interests you and narrow your search based on your specific interests.

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Across the Board

1. Q:

   I tried to check out and the item in my shopping cart disappeared, what happened?

   A:

   We are sorry that you were not able to complete your order. The selection on Zappos.com is live and reflects what is in stock at that moment.  Placing an item in your shopping cart does not guarantee your right to purchase that item.  Until you have completed the checkout process, another customer may purchase the item even if it is in your cart.  If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart. 

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2. Q:

   Do you have a catalog?

   A:

   No. Currently, we have a 'virtual' catalog. In order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection, we do not publish a catalog that you may purchase directly from. Plus, with all the styles that we carry, a catalog would be as big as a phone book! If there is a particular shoe or style of shoe that you are interested in, please feel free to contact us and we will be happy to help you locate it.

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3. Q:

   Do you match prices if an item goes on sale after my purchase?

   A:

   Yes! If an item you order from Zappos.com goes on sale within 10 days of your original purchase we will request the refund and the difference will be issued.

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4. Q:

   The item I want is out of stock. What do I do now?

   A:

   Zappos.com is very sorry that the item that you need is out of stock. Underneath the size selection dropdown menu, there is a link that says "Don't see your size?". If you click on that link, you will see a popup that will let you add your email address to our notification list. When your size, color, and style become available you will receive an automated email sent by our system letting you know that your item is available for purchase. The notification list does not hold an item for you, and it does not obligate you to make a purchase so you are welcome to shop around while you wait. Items are available on a 'first come, first served' basis, so please make sure that you place your order quickly.

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5. Q:

   Do you do back orders?

   A:

   No. Zappos.com does not do back orders. If an item is out of stock the Zappos Customer Loyalty Team will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

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6. Q:

   Is the item I want going to go on sale soon?

   A:

   Unfortunately, Zappos.com does not know if an item will go on sale or be marked down until it actually happens. 
   
   It is possible for different colors within the same style to have different prices. For instance, if a blue bag is selling better than a yellow one, one might discount the yellow bag to boost sales.
   
   The best way to catch a great sale would be to visit the sales page.
   
   
   

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7. Q:

   Are there Zappos.com gift certificates and/or gift cards?

   A:

   Yes! If you're looking for the perfect gift or just doing some last minute shopping, Gift Certificates and Gift Cards are the perfect solution for you!

   Zappos.com Gift Certificates and Gift Cards.

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8. Q:

   Do you offer the same selection on your Canada site as you do on your US site?

   A:

   Zappos.com does offer some of the same products on both websites. However, due to certain internal and external policies and restrictions, products may vary on our Canada site. We are adding new items all the time so please keep checking the site.

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9. Q:

   My email address has changed. How do I update this information to my current account?

   A:

   You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:

   1. Visit the website and click on "My Account" in the upper right-hand corner of the page.
   2. Log in to your account by typing your previous e-mail address and password.
   3. Once logged in, click on "Edit Profile," towards the right hand side of the page.
   4. Type your new e-mail address on lines 3 and 4.
   5. Verify your "Current password" at the bottom.
   6. Click "Update Now."
   7. Your e-mail will be updated.

   Also, we would be happy to update your e-mail address for you over the phone. For security purposes, we ask that you call the Zappos Customer Loyalty Team at 1-800-927-7671 to confirm your account information. Upon verification, we will be glad to take care of your request immediately. Please let us know if there is anything else we can help you with.

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Payment Information

1. Q:

   What forms of payment do you accept?

   A:

   Zappos.com currently accepts Visa, MasterCard, Discover, American Express, Bill Me Later, and PayPal for all orders.

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2. Q:

   Is it safe to use my credit card on your site?

   A:

   Yes! Zappos.com understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

   • Review the Safe Shopping Guarantee
   • Review the Secure Shopping

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3. Q:

   Is it safe to use my debit card online?

   A:

   Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.

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4. Q:

   Do you allow Cashier's Checks or Money Orders?

   A:

   No. At this time Zappos.com does not accept Cashier's Checks or Money Orders.

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5. Q:

   Do you charge sales tax on any item?

   A:

   Zappos Retail, Inc. is required by law to collect sales tax on orders shipped to Kentucky, Nevada, New York and North Carolina. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

   Important Sales Tax Information

   We do not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to file these returns may be found at the websites of your respective taxing authorities.

   For Oklahoma purchasers, the tax may be reported and paid on the Oklahoma individual income tax return [Form 511] or by filing a consumer use tax return. [Form 21‐1] The referenced forms and corresponding instructions are available on the Oklahoma Tax Commission website, www.tax.ok.gov.

   We may be required by Colorado law to provide purchasers an end‐of‐year summary of Colorado purchases in order to assist purchasers in filing their tax returns. We also may be required by law to provide the Colorado Department of Revenue with a report of the total amount of all your purchases at the end of the year. We will not provide any transactional details to the Department other than the total amount of your purchases.

   Some customers have asked why these new requirements exist. We are required to provide the notice and the reports described above for Colorado purchases based on a Colorado law (HB 1193) enacted in February 2010 over our strong objections. We are required to provide the notice (but not the reports) above for Oklahoma purchases based on a Oklahoma law (HB 2359) enacted in June 2010.

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6. Q:

   Do you accept international credit cards?

   A:

   Currently Zappos.com can accept international credit cards but we can only ship to an address within the United States and its territories. Please note that the credit card must be issused and contain a logo from either Visa, Mastercard, Discover, or American Express.

   On the checkout page, there will be a billing and shipping section. Please do the following:

   For the billing information

   • Enter your street address on Address Line 1.
   • Enter your City, County or Province, and Postal Code on Address Line 2.
   • Enter your Country  for the city.
   • Enter AA for the state.
   • Enter 11111 for the zip code.

   For the shipping information

   • Please enter the correct information in the appropriate field.

   Orders placed with the use of an International Credit Card may take up to 72 hours to finalize prior to shipping.  We apologize for any inconvenience this may cause.

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Zappos.com Store Credit

1. Q:

   What is Zappos.com Store Credit and how do I get it?

   A:

   Zappos.com Store Credit is credit received for returns that may be used to purchase future orders on the website. When returning items you have the option to 'Receive Store Credit' or 'Refund my Credit Card'; if you select 'Receive Store Credit' you will receive Zappos.com Store Credit for the amount of your return.

   Please keep in mind that store credit is only available once your item(s) has been returned to Zappos Fultillment Centers and processed.

   For more information on Zappos.com Store Credit, see our terms and conditions

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2. Q:

   How do I use Zappos.com Store Credit?

   A:

   Zappos.com Store Credit may be used on the website by entering your Zappos.com Store Credit code into the Gift Certificate or Coupon Code box below the shopping cart. This box will become available after clicking on the link that says "Gift Certificate, Coupon, or Zappos.com Store Credit." 

   Once you have entered your store credit code into the box, please click on submit to complete the process. Your new total should be reflected in your current shopping cart.

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3. Q:

   How can I obtain the balance of my Zappos.com Store Credit?

   A:

   Your Zappos.com Store Credit balance is listed in the Zappos.com Store Credit section on the My Account Page. You may also obtain your balance of Zappos.com Store Credit by calling our Customer Loyalty Team at 1-800-927-7671.

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4. Q:

   I lost my Zappos.com Store Zappos.com Credit code, how do I get it?

   A:

   You can find your Zappos.com Store Credit code in the email you were sent when your return was received and you were given Zappos.com Store Credit. If you lost this email or cannot find this email, you may obtain your Zappos.com Store Credit code by calling the Zappos Customer Loyalty Team at 1-800-927-7671, who would be more than happy to email you another copy as we're unable to provide the code by phone.

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Paypal

1. Q:

   What is PayPal?

   A:

   PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.

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2. Q:

   How do I sign up for PayPal?

   A:

   You can sign up for a PayPal account by going to https://www.paypal.com.

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3. Q:

   How do I use a Paypal payment option?

   A:

   Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.

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4. Q:

   What do I do if I have questions about my PayPal account?

   A:

   You may contact PayPal customer service by calling 888-221-1161 or go to https://www.paypal.com for support and additional information.

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5. Q:

   How is billing done for PayPal?

   A:

   Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.

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6. Q:

   When are funds transferred out of my PayPal account for my order?

   A:

   PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.

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7. Q:

   Are there any shipping restrictions when using PayPal to place my order?

   A:

   Please be advised that PayPal orders may be shipped “signature required” in accordance with PayPal policies and procedures.

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Bill me Later®

1. Q:

   What is Bill me Later?

   A:

   Bill Me Later is a safe and convenient payment method offered through CIT Bank. It is available to all US residents who are of legal age in their state of residence. Bill Me Later is subject to credit approval, and once approved, you will have 25 days from the date on your statement to pay your balance in full without incurring any fees. For more information, you can visit their website or call Bill Me Later customer service at 1-866-528-3733 from the hours of 9:00am-11:00pm EST, 7 days a week.

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2. Q:

   How do I use Bill Me Later?

   A:

   Bill Me Later is a payment method that’s offered to you during checkout. Simple select Bill Me Later from the payment type area, and follow the instructions presented. If you have any questions, please call us anytime: 800-927-7671.

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Technology

1. Q:

   What are cookies? Do I need to enable cookies on my browser?

   A:

   A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

   You need to enable cookies on your browser to enjoy all the shopping features on Zappos.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout" link at the top of the page.

   For more information about how we use cookies, See Our Privacy Policy.

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2. Q:

   When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

   A:

   Please double check the credit card number and expiration date on your card. Also, please be aware that Zappos.com currently accepts Visa, MasterCard, Discover, and American Express for credit card payment.

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About

1. Q:

   How do I know it is safe to shop with you?

   A:

   Zappos.com takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it.

   • Safe Shopping Guarantee - Shop With Confidence
   • Secure Shopping - Protecting Your Personal Information
   • Our Privacy Policy

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2. Q:

   What kind of selection do you have?

   A:

   With over 3 million items available, Zappos.com offers one of the best selections anywhere -- online or offline. We add new styles to our site on a daily basis so that our selection is always fresh and up to date.

   Everything In-Stock: If you are able to place an item in your shopping cart, that means that the item is available for immediate shipment. The fulfillment rate is over 99.9% - you can feel confident that if you ordered it, you will receive it.

   Zappos Fulfillment Centers in Kentucky

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3. Q:

   Are there any benefits to having an account with you?

   A:

   With your Zappos.com account, you will have access to the following information:

   1. Your Account Information
   2. Your Order History
   3. Process a Return
   4. Your Wish List
   5. Your Email Subscriptions
   6. Your Coupons and Gift Certificates

   Frequently Asked Questions: Order Status

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4. Q:

   Is there a way I can learn more about the Zappos Family?

   A:

   We Are a Service Company That Happens to Sell ___________:

   We believe that if we give our customers a great shopping experience, then growth in sales will eventually come on their own. So rather than focusing on maximizing profits, we focus on maximizing the service that we provide.

   We are committed to your complete satisfaction; it is our top priority. In addition to offering a wide variety of merchandise, we strive to provide you with the best service in the industry.

   • About
   • Contact Information 
   • Customer Testimonials
   • Glossary of Terms

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5. Q:

   What is your shipping and return policies?

   A:

   Unlike many other web sites that have special rules and lots of fine print, Zappos.com offers free shipping on all orders placed on the website, with no minimum order sizes or special exceptions.

   We believe that in order to have the best possible online shopping experience, our customers should not have to pay for domestic return shipping either. If, for whatever reason, you're not happy with your purchase just complete our easy self-service return process. Your returns back to the warehouse are absolutely free. With our 365 day return policy, there are no special catches or exceptions.

   For assistance with your return or exchange, please call the Zappos Customer Loyalty Team at 1-800-927-7671 and press option 3 for assistance.

   • Zappos.com Shipping and Return Policies
   • (Self Service) Return Instructions

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6. Q:

   How can I get assistance if I need it?

   A:

   Three Quick and Easy Solutions - We're Here to Help You!
   
   Call the Zappos Customer Loyalty Team (ZCLT):
   ZCLT is here for you 24 hours a day - 365 days a year.
   1-800-927-7671
   
   Email the ZCLT:
   ZCLT looks forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible. Email the Zappos Customer Loyalty Team
   
   Connect With Live Help:
   Ask your question right now with a member of the Zappos Customer Loyalty Team. Go Ahead - Start a Conversation With Now!
   
   Para hablar con un representante en español por favor llame al 1-888-927-4104 o 702-943-7688.
   Haga clic aquí para preguntas frecuentes en español

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