Cancel an Order

If you need to cancel your order for any reason please email us at orders@zenbivy.com as soon as possible. Please note that once an order is placed, it is transmitted directly to our warehouse team to begin processing. We are typically able to catch orders in time but we cannot guarantee we will be able to.

- If we are able to cancel it, we will do so and issue the full refund back to your original payment method. You will receive a follow-up email from us along with an email confirmation for the refund.

- If the order has already been packed & labelled or is on the truck for pick-up, we will let you know that we are unable to cancel it at that point. It will need to be returned for refund/exchange instead. Our full return policy can be found here. 

Make Changes to an Order

Please double-check your sizes/colors prior to placing your order. Once an order has been placed we are unable to make changes to it but we can cancel the order if there's still time, issue your refund, and help you get a new order placed with the correct items. 

Update Incorrect Shipping Address

If you entered the wrong shipping address at checkout and your order has not yet shipped, please email us at orders@zenbivy.com ASAP with your order# and the correct address. We will do our best to update it on the order before it ships. 

If you notice an incorrect shipping address after the order has already shipped, send us an email at orders@zenbivy.com. We may be able to re-route the package in transit depending on the carrier & shipping method. Please note that there is typically a fee associated with re-routes and you will be responsible for that cost.

Refusing Packages Upon Delivery

If a package is voluntarily refused upon delivery it will be returned to us and processed as a return. The customer is responsible for any associated return shipping costs the carrier charges to return the package to us. Once the order has been received and processed by our returns team, we will issue the full refund less the original shipping fee and any associated return costs.