Returns & Exchanges

Modified on Wed, 21 Feb 2024 at 12:51 PM

1. How long do we have to return/exchange products?

We offer a money-back guarantee on products returned within 45 days from the date of purchase. Products must be returned in their original packaging and must be unused. The product must not be altered, damaged, laundered, or marked in any way. Please keep in mind that your return must be shipped back to the returns warehouse within the 45 day window.

2. How to Process a Return/Exchange? (For Customers)

To initiate a return or exchange, contact the representative under which you made your purchase. They will process a return ID for you and provide further instructions. If you are not sure of the representative you purchased through, please reach out to Customer Service for further assistance. Please keep the tracking number for the package you are sending to our returns department.

3. Is there a restocking fee?

Yes, there is a restocking fee charged per item that is returned. If the item was damaged, mis-shipped, or is an exchange, the restocking fee will not apply. The US restocking fee is $2.00. This will vary for different countries per the exchange rate.

Restocking Fee
United States

4. Who is responsible to pay for return shipping?

If the item is damaged or mis-shipped, ZYIA will pay for the return shipping. The customer is responsible to pay for the return shipping on all other returns. On exchange orders, ZYIA will cover the shipping cost to send the new item(s) out.

Canada Only: If an item is being exchanged for the same item in another size and you reach out within 14 days of receiving your order, your exchange will qualify for a prepaid label. If your exchange qualifies for a prepaid label, please email within 14 days of receiving your order. Please keep in mind that this is for size exchanges that are Canada orders only. Items that are being exchanged for another color or item will not qualify for a prepaid label. 1 label per order, no combining allowed; additional returns attached won't be covered if the package is lost in transit etc.

Australia Only: If you are needing to exchange your item just in another size, please reach out to Customer Support within the 45 day exchange window for further assistance.

5. What is the address for returns and exchanges?

In the United States
ZYIA Active, Returns
294 W Life Science Way Suite 400,
Draper, UT 84020-1928

In Canada
ZYIA Canada
3905 North Fraser Way, 

Burnaby, BC V5J 5J2

In Australia
NPF Melbourne
Attn: ZYIA Active
PO Box 366
Somerton VIC 3062

6. Can I modify a return ID once it is created?

Unfortunately, we are not able to edit return/exchanges once they have been created. If you have not yet sent the item back, we recommend you reach out to your rep so they can cancel the pending return ID in their back office. They can then create a new return, as long as the original order is still within 45 days. If the Item has already been sent back, please provide the tracking number that shows the item has been received. We will be able to assist you from there.

7. Can I just pay the difference if the new item I want to exchange is a higher price?

If there is a price difference between the original item and the new item, we will have to refund the original item and then recharge for the new item. The refund will take 3-5 business days to post to your account.

8. What is a return ID?

This is a number created by your representative that will have your your return/exchange request. Once it arrives at one of our returns warehouses, our returns department will be able to process your return/exchange accordingly.

9. How long does it take for a return to be processed?

Once your return has been delivered to our returns department, we kindly ask that you allow them time to review your item(s) to ensure that they are unworn and unwashed, and for them to process your request. 

Processing Times for Returns and Exchanges:

United States: Up to 7 business days

Canada: 7-10 business days

Australia: 3 business days

Processing times are subject to change during high volume times.

Please note that we do not process returns/exchanges from the 1st through the 5th day of any month due to commissions being processed. 

10. What is ZYIA Active's Exchange/Return Policy?

ZYIA Exchange Policy:

ZYIA ACTIVE offers a money-back guarantee on products returned within 45 days from the date of purchase. These products will be eligible for a refund or credit. Products must be returned in their original packaging and must be unopened and unused. The product must not be altered, damaged, or marked upon in any way.

Products purchased from a Representative’s replicated website and shipped directly to the customer by the Company must be returned to the Company. The Company will issue the refund to the customer. Products sold to a customer by a Representative from her or his inventory, must be returned to the Representative who sold the merchandise. It will be the responsibility of the Representative to issue the refund to her or his customer.

No refund will be given for products damaged by abuse or misuse. There will also be no refund for merchandise sold on a closeout, clearance sale, or which is otherwise sold as a “special” and identified as nonrefundable.

If you receive an item that is damaged, broken, or defective, please contact your rep as soon as possible. ZYIA ACTIVE only accepts these claims within five (5) business days of receipt. Please examine each shipment of product or tools carefully and contact us in a timely manner. Photos may be requested.

Shipments lost by a carrier are the responsibility of the Representative and their carrier. ZYIA ACTIVE is happy to assist with relevant information such as ship dates and tracking, but is not responsible for packages once they have left the warehouse.

We regret to inform you that we cannot correct any shipments, replace missing ordered product, etc. if we are not informed within 5 business days. Please check all received orders for both tools and product promptly.

11. Are Make Room sale items final sale?

Yes, all items purchased on a Make Room sale will be final sale meaning these items are not eligible for returns or exchanges.

12. What is an expedited exchange?

When a normal return ID is created for an exchange, the item(s) requested for the exchange are not placed on hold. We are not able to guarantee that items will always be in stock once your exchange has been delivered to our returns department for processing.

An expedited exchange is processed for retail orders only. The rep/customer goes to the site and orders the item they would like in exchange before any chance of it selling out or if the new item is needed sooner. Once the items being returned reach our returns warehouse, the refund for the item(s) being returned will be processed and economy shipping on the new order will be refunded, and the restocking fee will be waived.

If requirements are not met, the exchange is unable to be processed as an expedited exchange.

13. How to expedite an exchange?

1. Have your customer order the new size or item they wish to receive.

2. Create the return ID in your back office

In the notes section of the return, state that your customer has placed an exchange order already and include that order number. 

Please note, we do need the new order number before you submit the return or we are not able to waive the restock fee or reimburse shipping.

3. Once our returns warehouse has received the item(s) and reviewed them, they will process the return and waive the restocking fee. We will refund economy shipping on the exchange order.

14. Requirements needed to be able to expedite an exchange?

If these requirements are not met, the exchange is unable to be processed as an expedited exchange.

We can process expedited exchanges on Shopping Cart and Event Shopping Cart orders that were paid at retail price. We cannot process expedited exchanges for Personal, Enrollment, or Party/host reward orders.

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