This Shipping & Returns Policy applies to shop orders and to project work from ZuleForge (Los Angeles, CA 90061). It is the controlling policy for shipping, pickup, returns, and refunds. Product listings or a written project quote override the general processing times below when they differ.
Production and processing
Production time is separate from transit time.
- Standard shop orders: typically 3–7 business days
- Custom, painted, or configured shop orders: typically 7–14 business days
- Custom fabrication, repair, finishing, and send-in jobs: quoted individually
We generally ship completed shop orders twice per week, typically Monday and Thursday. Orders finished early may ship sooner. If a job will take substantially longer than expected, we will contact you.
Domestic shipping
Shop orders inside the United States generally ship via USPS Ground Advantage. Transit is typically 2–5 business days after the order ships. Transit times are estimates and are not guaranteed. Shipping cost, if any, is shown at checkout before you pay.
You will receive tracking by email when the package ships. If a shipment looks delayed, damaged, or lost, contact sales@zuleforge.com and we will help determine the next step.
Packaging may include reused materials. Orders are packed to protect the item in normal transit.
Rush orders
Rush production may be available depending on queue and complexity. Contact sales@zuleforge.com before ordering if you need a specific date. Rush fees may apply. We will not promise a date we cannot meet.
Local pickup
Pickup may be available by appointment near our workshop in Los Angeles, CA 90061 (Harbor Gateway / Athens area), including nearby cities such as Gardena, Carson, Torrance, Redondo Beach, Compton, and Long Beach, when the option is offered at checkout or arranged for a project.
Pickup is by appointment only. We will email you when the order is ready to schedule a time. Bring your order confirmation.
International orders
International shipping may be available on request. Contact us before ordering. The customer is responsible for customs duties, import taxes, VAT, brokerage, and other destination charges unless we state otherwise at checkout.
Send-in repairs and modifications
For send-in work you ship your device or part to ZuleForge. We install, repair, or modify it, test it, and ship it back. Return shipping of the serviced item is as stated on the service listing. The equipment remains yours. These jobs follow the custom/modification return rules below and any extra terms on the service page.
Returns — window and condition
We accept eligible shop-item returns within 30 calendar days of delivery.
To qualify, the item must be in original condition, clean, undamaged, fully functional, and free from tampering or unauthorized modifications, except as allowed below for confirmed defects.
Defective or non-functional items
If an item arrives defective or does not work as described, contact us as soon as possible at sales@zuleforge.com with your order number, a description, and photos.
After inspection, a defect caused by the product, our manufacturing, or our modification may qualify for a full refund or a replacement or exchange, depending on availability. If inspection finds no defect, the return is treated as a non-defective return.
Non-defective returns
Returns because you changed your mind, ordered the wrong item or configuration, or no longer need the product are subject to a 30% restocking fee. You pay return shipping. Original outbound shipping is not refunded. The item must be like-new and pass inspection before a refund is issued.
Custom products, fabrication, finishing, and modifications
Custom work made for a specific customer is generally not eligible for return unless it is defective. That includes hardware modifications, send-in repairs, custom palm rests and finishes, detachable-port conversions, customer-specific configurations, and one-off or small-run fabricated parts.
If custom work has a confirmed ZuleForge defect, we will repair, replace, or refund as appropriate after inspection.
Tampered or damaged returns
We may deny a return if the item was opened or tampered with beyond intended use, physically damaged after delivery, modified or repaired by someone other than ZuleForge, or returned in a condition substantially different from when it was delivered. Items that fail inspection may be sent back to you at your expense.
How to request a return
Do not ship anything back until we approve it. Email sales@zuleforge.com with:
- Order number
- Product or service
- Reason for the return
- Photos if there is a defect
If approved, we will send return instructions and, when applicable, a return authorization (RA) number. Use a trackable carrier. ZuleForge is not responsible for return packages lost or damaged in transit to us.
Refund timing
After we receive and inspect an approved return, we generally process the refund or exchange within 3–5 business days. Your bank or payment provider controls when it appears on your statement. Eligible non-defective refunds deduct the 30% restocking fee and any non-refundable original shipping.
Cancellations
Shop-order cancellations must be requested within 24 hours of ordering and only if production has not started. Custom project cancellations follow the quote or written confirmation for that job.
Questions
Email sales@zuleforge.com or call 1-213-297-4375 before sending a return.