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Returns & Exchanges

We want you to love your Zenbivy sleep system, so we make returns and exchanges as simple as possible.

Return Policy

You may return items for up to 14 days after delivery for a full refund, less the original shipping fee. Returns must be new and unused, with tags attached. Customers are responsible for return shipping.

Submit a Return Request

Follow the instructions below to initiate a return/exchange. Please review our full return policy before submitting your return request.

  1.  Log in to your customer account. Enter the email address associated with your order and click continue. A 6-digit verification code will be sent to you via email. 
  2. Once in your customer account, find the order containing the item(s) you want to return. 
  3. Click "Request Return" and select the items you will be returning. 
  4. You must choose a return reason from the drop down selection for each item. If needing to exchange, please leave a note on the item: "Exchange for (style/size/color)"
  5. Once complete, submit the return request. You can expect to receive a follow-up email within 1 business day once your return request has been reviewed.

Please note that if you are outside the return window you will not be able to submit a return request.

If you need assistance setting up your return request, please email us at friends@zenbivy.com

Pack & Ship Your Return

  • Before packing your return, please ensure it is in new/clean condition and free from pet hair.
  • Please return any included accessories such as a repair kit, mesh storage bag, or mattress inflation sack.
  • Include any original packaging elements as we will reuse these where we can! You may pack your return in the box it arrived in or a different package if needed.
  • Once your return request has been approved, you'll receive a follow up email with the return shipping address and what you'll need to include in with your return.
  • Ship using the carrier of your choice. We strongly urge opting for tracking as Zenbivy is not responsible for any lost or damaged packages.

Making an Exchange

When making an exchange, there are two options.

  1. Purchase the new item now on a separate order and return the existing item for refund. This gets you your new gear faster, but your card is charged for both orders during the transition.
  2. Return for exchange. *Please note on your return request the item(s) you would like to exchange for. Once we receive and process your return, we will invoice or refund any price difference. You will then verify and complete the exchange.

To ensure you get your preferred style for the exchange, we recommend the first option as we do not hold stock to fulfill exchanges and cannot guarantee your preferred style will be in stock at the time we receive & process your return.

FAQs

Why might my return be rejected?

Any returned item that is not received in its original condition or is damaged, dirty, or missing parts for reasons not due to our error will not be accepted for full refund.

We will contact you to provide photos of the damage found and, at our discretion, return the item(s) to you free of charge or offer a partial refund based on the condition in which the item was received.

How long until I receive my refund?

Returns are processed within 3-10 business days from date of arrival at our warehouse.

Once your return has been processed and approved, you will receive an email with confirmation that your refund has been issued. The credit will be applied to your original payment method within 7 business days.

If you have not received your refund within 7 business days of us issuing it, please check with your bank. There is often some processing time before a refund is posted. Otherwise, email us at orders@zenbivy.com

What items are not eligible for return?

Items marked as FINAL SALE cannot be returned or exchanged. Zenbivy Pro purchases cannot be returned for refund, only for exchange.

What if I refuse 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 involved.

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.