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Frequently Asked Questions
Returns will be accepted within 30 days of purchase. We cannot accept responsibility for returns we do not receive, so please use tracking or insure your package if it has a high value. Please include your packing slip inside the box.
Returns Address:
hip & zen returns
c/o Ironlinx, 578 Rosedale Rd, Suite 27, Kennett Square, PA 19348
Email: customerserv@hipandzen.com
Q. What do the Chinese characters in the logo stand for?
The characters stand for love, peace, harmony and grace - what we strive for in our lives.
Q. What is your return policy?
We value our relationship with you and assure your satisfaction. Our commitment to you is that you may return any unused item (except personalized items) in their original condition within 30 days of receipt for a refund, credit or exchange (minus shipping & handling). Please include the packing slip from the plastic pouch on the outside of your box inside the package. Items must be returned to hip and zen returns, 578 Rosedale Rd. Suite 27, Kennett Square, PA 19348, USA. We strongly suggest you insure return shipping against loss or damage.
Q. What about if a piece is damaged, but I still want the order?
We will issue a “call tag” to have the damaged item(s) picked up and will send you a replacement.
Q. How do I reach Customer Service?
Our Customer Service Hours are 9am to 5pm Pacific Time. We will be happy to answer any questions you have about our products. Our policy is to answer your questions within 24 hours of the next business day. Please email us at: customerserv@hipandzen
Q. Do you offer gift-wrapping services?
Yes. There is an additional charge for giftwrapping. Small gifts come in either a plain matt black or natural pinstripe box with sage and natural raffia bow. Larger gifts are wrapped in elegant geometric green leaves tissue paper, and then with a cool corrugated cardboard band, and tied with a sage and raffia bow.
Q. Can you include a gift card with my order?
Yes, if specified in the "GIFT MESSAGE" area of your order
Q. Do you offer gift certificates?
Yes. See the Collections Section under Gifts.
Q. Are all your products eco-conscious?
No. We strive to bring you a large quantity of products that are eco-conscious, and use icons to indicate whether they are organic, natural, recycled, handmade or fairly traded. We do our best to showcase good design that is mostly sensitive to the world we live in. We don't compromise good design however, and the pickings would be very slim if we were strict on the eco-conscious rule. That being said, it is improving every day, and we look forward to the day when we no longer have to compromise.
Q. What do the product key icons on the products mean?
Organic - means the product is made of mostly organic materials. If it is not 100% organic, we will specify what percentage is organic.
Hand Made - made by hand, not machine.
Recycled - the product was made using existing materials from existing products.
Fairly Traded - the product is made by artisans or cooperatives that are self employed, and receive a fair market price for the finished goods. Most fair trade artisans make fair trade goods in their free time to earn extra money. No children are used to manufacture of products. Not all our fairly traded products are certified fairly traded, but we note whether the products are made to fair trade standards or certified.
Natural - made of only natural ingredients - no chemicals are used.
Q. Are your packaging materials recycled and/or environmentally sound?
Unfortunately, we live in a society that does not have a plethora of products that are environmentally sound. The packing boxes we buy are not recycled, but we urge you to recycle them. We welcome any suggestions for sourcing these products. The fill we use in our boxes is either reused from our vendor packaging, or is biodegradeable. The biodegradeable peanuts are made of natural vegetable starch which quickly dissolve upon contact with water.
Q. Do you charge sales tax?
Sales Tax is added only for customers in CA. The rate is 7.25%
Q. What shipping service do you use?
hip and zen's standard shipping is Fedex ground residential. Fedex 2 day air is also offered. However, if you are in a remote location for Fedex to get to, you as the buyer are responsible for the extra accrued shipping charges. One suggestion would be to ship to a friend or family member that is more shipping accessible.
Q. With standard shipping procedures, how long will it take for my package to ship?
Approximately 2-7 business days for standard pieces unless otherwise noted. This depends on your location. The lower range will be for East Coast customers, and the higher for West Coast or outlying areas.
Q. Can I pay for specialty shipping?
Yes, if the product is in stock we can send it 2nd day air. For specialty shipping, or orders over $400.00 by 2nd day air, please call our offices at 888-HIP-NZEN to find out rates and make arrangements.
Q. Do you offer international shipping?
We currently only ship within the USA. No International orders.
Q. Are the shopping transactions secure?
All online transactions at hipandzen.com are handled with industry-standard SSL encryption.
When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, and then it is decoded when it gets to us.
When you place orders or access your account information, we offer the use of a secure server. As a part of the Yahoo Store Mall we offer the highest level of security. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access. Yahoo! does store credit card numbers according to their high levels of security, but we do not store credit card numbers at hip & zen.
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