FAQs

Shipping is automatically calculated at checkout using your zip code.

Your shipping charge is based on your total order weight & your country starting at USD 8.00.

Yes! After placing your order, you will receive a confirmation with your order number.

And you will receive another notification when your order ships.

Please make sure the email you enter is correct.

Nope! You can checkout as a guest.

If you make an account, you can check on the status of your order on our website, access your order history or save your favorite items.

We ship everything with tracking.

We will send you the tracking number once your order is ready to ship.

Your order will be shipped with bubble mailer or carton box.

It might take a few business days for post office to process your package & update the tracking info though.

Yes or no, depends if your order had been processed.

If it's been processed / shipped, we are unable to cancel or modify your order.

If it's not been processed, we could modify or cancel your order. Please note there will be a cancellation fee* if you'd like to cancel your order.

If you notice an error, please contact us ASAP with your name and order number, so we can try to update your package for you.

We will try our best to see what we could do, but there's no guarantee if your seal had been put into production, package been packed or shipped.

So, please contact us ASAP.

*Cancellation fee would depends how much PayPal charged on your payment, it would be about 5% of the amount you paid.

Sorry that to protect both of us, we could only ship to address that matched with your PayPal account when you palce your order.

If you insist, please place a new order with your updated / correc address.

Upon receiving your new order with your updated / correct address, we'll cancel and refund your previous order with cancellation fee* .

*Cancellation fee would depends how much PayPal charged on your payment, it would be about 5% of the amount you paid.

Please don't rush us!

Good things takes time!

We try our very best to ship out your order as soon as we can!

The more orders we received before yours, the more time we need to process your order.

Our current handling time is about 1 - 2 weeks after your order placed and the correct instructions / file(s) we received for custom orders.

You will receive a notification when your package is on its way.

Yes, as most of our products are made to order & quality is very important to us.

We need time to prepare your order to ensure it meets our quality standards.

And it also depends on the number of orders we have on hand and if the item you ordered is in stock.

We'll try our best to ship your order ASAP! 

Turnaround time = Handling Time + Delivery Time

Delivery time means the time after your order ships, not the day your order is placed.

And it will depends on the shipping service you chose.

You'll see the delivery time information when you choose your shipping service at checkout. 

However, this could be less or more depending on your location.

It's an estimate based on historical data and is not a guarantee.

And it's not including the custom clearance, aviation security check and post office processing time. 

Unfortunately, no.

Once your order is shipped, we have no control over postal delays such as bad weather or customs inspections.

However, we will be happy to help you contact the post office for shipment updates. 

Yes, you'll be able to choose a faster delivery service when you checkout.

However, this will shorten the delivery time only. 

Handling time will be the same regardless of your chosen shipping method.

We treat our customers equally, orders will be processed in the order they are received.  

Sorry to protect both of us, we ship all orders with tracking, but not  all required signature upon delivery depends on your country.

For orders with expedited shipping, signature is mandatory.  

Yes or no. Not all required signautre upon deliverym depends on your country.

If your tracking number stars with C, E or R, signature is required upon delivery.

For orders with expedited shipping, signature is mandatory.

If you're not home during delivery, your postman / postlady will leave you a notice to claim your package at the post office.

Please bring along the notice to claim your package A.S.A.P.!

If your package is returned unclaimed, you will be responsible for the re-shipping fee.

When placing an order, please ensure that your shipping address is correct and complete.

Your order's shipping label will be printed based on the address you provided.

We cannot be held responsible for shipping to an incorrect, incomplete or outdated address.

Additionally, we do not issue refunds for lost, unclaimed or undeliverable orders.

Orders may be subject to import taxes, custom duties or other fees levied by the destination country.

Any additional import taxes, custom duties or other fees for an order are the responsibility of the recipient.

We only accept returned merchandise or requests for exchange if an item is significantly different from its description.

Any requests for refunds or exchange must be made within 3 business days from the date of delivery.

Complimentary items, such as handle are not eligible for exchange or refund.

Please contact orders@backtozero.co for specific order return / exchange eligibility before returning your product.

Return shipping costs are the responsibility of the buyers.

We advices you to strongly consider purchasing shipment tracking for any returns and to purchase insurance in case of package lost. We cannot guarantee that we will receive your returned merchandise.

We are unable to accept returns / exchange / refund on personalized, customized, sale or complimentary items. 

All returned items must be received in the same condition that you received them and in their original packaging. 

All returned items will be inspected. We will send you an email to notify you that we have received your returned item. We will then notify you of the approval or rejection of your refund request.

Upon receipt of all items in their original condition and approval, we will refund the full purchase price of the portion of the order that was returned to the original method of payment.

Shipping costs are non-refundable.

Yes, we do.

Please contact us with any items and quantity you're interested in at hello@backtozero.co for more information and details.

Sorry, no. All rights to all images and content on this website are reserved by the artist and are protected by U.S. and international copyright laws.

Images that we share on this site are for informational purposes only and may not be used in any way without the artist’s prior permission.

To request permission, please contact hello@backtozero.co.