Zamberlan North America's Return & Exchange Policy and How to Return or Exchange Product

Ciao!

So you want to create a return? No problem, we've got you covered!

Returning product is getting easier all the time for Zamberlan customers - this is an area we are actively working to make as easy as possible. It is our policy that any customer of ZamberlanUSA.com or ZamberlanCanada.ca can return any unworn merchandise within 60 days of the order shipping date. Please respect our rules below and your return process will be smooth and easy :)

Return rules:
To protect itself and its customers, Zamberlan USA requires the following conditions be met on all merchandise returns and/or exchanges. We make some of the best footwear available in the world today and there is a lengthy and costly process to produce it. Essentially, we don't make a disposable product and we ask that the proper care and respect be given to it, whether you will keep it or return it. As such, please ensure the following:

1. The boots or shoes are clean, unused, and in new condition - no exceptions please, as we will have to return the product to you if it is used. If you wore your boots outside they cannot be returned. Please limit boot fitting to indoor environments. 
2. Product hang tags are connected to the shoes and the original packaging is undamaged. To replace packaging and hang tags costs us money plus wastes original materials already used, and we hate to waste
3. The product is purchased within the last 60 days, give or take, we're pretty chill
4. Again, you should have bought the product from us. If you bought it from, say REI, then please return to the place of purchase for any returns or exchanges

"Guest Checkout" Return Process:
Did you check out from our website as a guest? No problem. For those that checked out as a guest on ZamberlanUSA.com, follow these steps: 

1. Click “Manage Your Order” at the top of the page. Enter your order number and the email you used to checkout. Please note, emails need to be entered precisely as you did during the order process - the letter case matters (upper case or lower case) - so just copy and paste your email from your order confirmation and you shouldn't have any issues
2. Click the “Returns/substitution” button
3. Select the items you wish to return, select the reason for the return, enter the quantity and any additional notes you wish to communicate
4. Click “Send request”

Once we receive your request we will authorize or decline the request depending on whether it complies with the order return policy. We will then send you an email with the return shipping instructions.

"Account Holder" Return Process:
If you checked out from our website using your ZamberlanUSA.com account, then simply follow these steps to initiate a return:

1. Log into your account
2. Click “Orders” at the top of the page
3. Click the “View order details” button next to the specific order you wish to return
4. Click “Returns/substitution” button
5. Select the items you wish to return, select the reason for the return, enter the quantity and any additional notes you wish to communicate
6. Click “Send request”
7. You can check on the status of your request by revisiting these pages

Next Steps (All Customers):
Once we receive your request we will authorize or decline the request depending on if it fits within the order return parameters. In the future we will get rid of this step, but for now it's what we have. We will then send you an email with the return shipping instructions. Please note: Customers are responsible for return shipping costs. Please see our Shipping Policy for further clarification. We are working on a process to generate return shipping labels for our customers in 2025, but our current e-commerce platform inhibits it today.

Once the return is received, Zamberlan USA's returns department will process your refund within 2 to 3 business days, but usually the same day we receive it. Please note, while Zamberlan USA may pay the original shipping cost to you on your order, we do not pay return shipping costs. While not the most popular policy, this is standard practice among footwear companies due to the expense involved in two-way shipping. We are working on a technical solution to offer a low-cost, automated return in the future, just not free :(

Many of our customers buy shoes online and size themselves in their home. It is our policy that footwear can be worn indoors for sizing purposes only, so long as the integrity of the boot is maintained in a "new" state and customers do not attempt to "break-in" new product. Zamberlan creates best-in-class products and does not foster un-necessary waste for environmental and ecological reasons, as well as for the respect for the materials used in our products. We thank you for complying with our policy.

Return Shipping:
To reduce return shipping rates, please consider the following:

1. Use Pirate Ship - great rates across the best carriers. You can create a free account here: https://ship.pirateship.com/
2. Use as small a shipping box as possible. Poly shipping bags that fit around the Zamberlan-branded shoe box are ideal as they reduce weight and size, both of which contribute to shipping cost
3. Do not use excessive packing materials. If you use an appropriately sized box (e.g. the original shipping box is a good idea - not the shoebox, but the shipping box), packing materials will not be necessary. This will cut down on weight and cost
4. Use a less expensive carrier option, like FedEx SmartPost® or UPS SurePost®. USPS Priority Mail and other national carrier ground rates can get costly. However, services like FedEx SmartPost® and UPS SurePost® leverage USPS shipping networks at a much-reduced cost for the consumer
5. COD returns are not accepted

SIZE EXCHANGE POLICY

If you would like to exchange your purchase for another item, simply follow the return instructions above. When we approve the return, you will get a form that allows you to check the "Exchange" box and indicate the size you would like. Include this form in the box and we will take care of the rest.

For assistance, please email us online at [e-mail].

Grazie!
Zamberlan North America