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Zappos.com - Frequently Asked Questions
- General Questions
- Shipping and Delivery Questions
- Order Status Questions
Payment Information
- Q:
What forms of payment do you accept?
- A:
We currently accept Visa, MasterCard, Discover, American Express, Bill Me Later, and PayPal for all orders.
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Is it safe to use my credit card on your site?
- A:
Yes! We understand that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.
Review Our Safe Shopping Guarantee
Review Our Secure Shopping - Return to Top
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Is it safe to use my debit card online?
- A:
Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
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Do you allow Cashier's Checks or Money Orders?
- A:
No. At this time we do not accept Cashier's Checks or Money Orders.
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Do you charge sales tax on any item?
- A:
We are required by law to collect sales tax on orders shipped to Kentucky, Nevada, New York and North Carolina. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.
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Store Credit
- Q:
What is Zappos Store Credit and how do I get it?
- A:
Zappos Store Credit is credit received for returns that may be used to purchase future orders on Zappos.com. When returning items you have the option to 'Receive Zappos Store Credit' or 'Refund my Credit Card'; if you select 'Receive Zappos Store Credit' you will receive Zappos Store Credit for the amount of your return.
For more information on Zappos Store Credit, see our terms and conditions
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How do I use Zappos Store Credit?
- A:
Zappos Store Credit may be used to make purchases on Zappos.com orders by entering your Zappos Store Credit code into the Gift Certificate or Coupon Code box below the shopping cart.
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How can I obtain the balance of my Zappos Store Credit?
- A:
Your Zappos Store Credit balance is listed in the Zappos Store Credit section on the My Account Page. You may also obtain your balance of Zappos Store Credit by calling our Customer Loyalty Team at 1-800-927-7671.
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- Q:
I lost my Zappos Store Credit code; how do I get it?
- A:
You can find your Zappos Store Credit code in the email you were sent when your return was received and you were given Zappos Store Credit. If you lost this email or cannot find this email, you may obtain your Zappos Store Credit code by calling our Customer Loyalty Team at 1-800-927-7671 who would be more than happy to email you another copy as we're unable to provide the code by phone.
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- Q:
Returns
- Q:
I want to return my purchase! What do I do?
- A:
If you are not 100% satisfied, you can return your item(s) for a full refund within 365 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)
Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
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- Q:
Shoes/Brands
- Q:
How do I know my shoe size?
- A:
If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device® can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts ;to construct their shoes, and sizing may vary accordingly.
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- Q:
I want to know if you carry a specific brand/color/size/width?
- A:
Try clicking on the Brands button located at the top of each page - you will be taken to a page where you can view all brands that Zappos.com is currently offering. Please check back often since we add new brands on a daily basis! From the brands page you can select a brand that interests you and narrow your search based on your specific interests.
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Paypal
- Q:
What is PayPal?
- A:
PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.
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How do I sign up for PayPal?
- A:
You can sign up for a PayPal account by going to https://www.paypal.com.
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How do I use a Paypal payment option on Zappos?
- A:
Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the Zappos.com web site.
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What do I do if I have questions about my PayPal account?
- A:
You may contact PayPal customer service by calling 888-221-1161 or go to https://www.paypal.com for support and additional information.
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How is billing done for PayPal?
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Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
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- Q:
When are funds transferred out of my PayPal account for my Zappos order?
- A:
PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
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- Q:
Across the Board
- Q:
Do you do back orders?
- A:
No. Zappos.com does not do back orders. If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.
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Do you have a catalog?
- A:
No. Currently, we have a 'virtual' catalog. Our entire product line is online; we do not have a physical catalog.
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- Q:
Do you offer gift certificates and/or gift cards?
- A:
Yes! If you're looking for the perfect gift or just doing some last minute shopping, we have the perfect solution for you! Zappos Gift Certificates and Gift Cards.
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Does Zappos have an outlet store?
- A:
Yes! We currently have one outlet store located next to our fulfillment center in Shepherdsville, Kentucky.
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Do you match your own prices if an item goes on sale after my purchase?
- A:
Yes! If an item you order from Zappos goes on sale within 10 days of your original purchase we will refund the difference.
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Do you offer the same products on your Canada site as you do on your US site?
- A:
We do offer some of the same products on both Zappos.com and Canada.Zappos.com. However, due to certain internal and external policies and restrictions, products may vary on our Canada site. We are adding new items all the time so please keep checking the site.
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Technology
- Q:
What are cookies? Do I need to enable cookies on my browser to shop at Zappos.com?
- A:
A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
You need to enable cookies on your browser to enjoy all the shopping features at Zappos.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your Zappos.com account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout" link at the top of the page.
For more information about how Zappos.com uses cookies, See Our Privacy Policy.
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- Q:
When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
- A:
Please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, MasterCard, Discover, and American Express for credit card payment.
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- Q:
Bill me Later®
- Q:
What is Bill me Later?
- A:
It is a form of payment.
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