Returns & Exchanges

Modified on Mon, 13 Mar 2023 at 09:39 AM

1. How do I process a return in my Back Office? (For Reps)

To process a return, click on “Place an Order.” Then, under “Management” click “Returns.” Under “Pending Returns” click “Click Here.” Then enter in the order number. From there, follow the prompts as you’ll be asked which items from the order you’ll be returning or exchanging. When finished, you will receive a Return ID number. You will need to include this number when you send your items back.

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

We offer a money-back guarantee on products returned within 30 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 30 day window.

3. 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.

4. 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
5. 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 30 day exchange window for further assistance.

6. What is the address for returns and exchanges?

In the United States
ZYIA Active, Returns
238 West Life Science Way, S #300
Draper, UT 84020-2052

In Canada
ZYIA Canada
4150 Philips Ave
Burnaby, BC V5A 2X2

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

7. 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 cancel the return in your Back Office. You can then create a new return, as long as the original order is still within 30 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.

8. 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.

9. Why does it show the full retail price when creating a return ID for a host rewards item that I need to exchange?

When processing an exchange on items that were redeemed with host rewards, the system reverts to the retail price. This is what you will see in your Back Office when processing. The pricing is not accurate and you will not be charged on any exchange items at the time of processing. Once the package is received, we will apply the host rewards. If there is any money owed, then it will be charged at that time. Go through the exchange as normal in your Back Office. Disregard the retail pricing shown to you at that time.

10. 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.

11. 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. 

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

ZYIA Exchange Policy:

ZYIA ACTIVE offers a money-back guarantee on products returned within 30 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.

13. Are Make Room Monday/Tuesday 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.

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