Frequently Asked Questions

Q: How can I contact Zemeki?

A: You can reach us at service@zemeki.com.

Q: How do I change my shipping address after the order is processed?
A: Your order will be processed immediately, so we won't be able to change it.

Q: How long will it take to get my order?

A: Zemeki has a warehouse in the USA and ships with Fedex, USPS, CEVA, Lasership, or other trucking companies, and United Delivery Service. We ask that you please provide a physical address for your order so it arrives on your doorstep safely and soundly as we cannot ship to APO/FPO/PO box addresses. Alaska, Hawaii, and US Territories ship with an additional fee.   Out of the country shipments are subject to custom clearance and tariffs that are the responsibility of the purchaser.

Freight shipments may take additional prep time and require a phone number for delivery. All freight shipments are FREE curbside delivery.

Any address change request made after the order is placed cannot be guaranteed. 

To uphold Mobility’s shipping speed, your order will be processed immediately. If you change your mind after payment is confirmed, we will do our best to stop the order, however, we cannot guarantee cancellation. 

Any refused or otherwise non-delivered orders due to customer's fault will be subject to the actual (not free) two-way delivery charges and the 20% restock fee. 

Any returned and/or not complete retruned items showing marks will be subject to a partial refund, according to the status of the returned item. Shipping and restock fees apply.

Q: How can I track my order?
A: Your tracking number will be emailed to you as soon as the order is shipped. On occasion, some tracking numbers may take 24 hours to fully register with the carrier.

Q: Can my order be expedited?
A: We don't ship expedited due to the extremly high costs of freight shipments.

Q: How do I cancel my order?
A: If you change your mind after payment is confirmed we will do our best to stop the order, however, Zemeki cannot guarantee the cancellation. 

Q: How long do I have to return my item?

A: You have a 30-day guarantee on your Mobility purchase. We are happy to refund you or exchange your item within these 30 days, no questions asked. A 25% restocking fee may be applied.

Q: How do I exchange my order?
A: Basically, we would not suggest exchanging the order after product shipped as the extra shipping cost induced.

Q: How do I claim for item damaged?

A: To ensure the safe arrival of your stuff, we use a range of protective packaging methods. However, on rare occasions, damage may still occur during transit. We kindly ask that you inspect your package or item as soon as it arrives to check for any damages or defects.
If you find any issues with your delivery, please contact our customer service team within 24 hours of receiving it. If the delivery was done through face-to-face service, please make sure to note any damages or defects on the delivery receipts and bill of lading and report it to our customer service team within 24 hours. In case of severe damage, kindly reject the delivery and clearly mention "Refused Due to Damage" on the bill of lading.
In the event that the damage is only discovered after the carrier has left, please reach out to us promptly and provide details such as the condition of the package upon receipt, how it was received (left at the front door, signed for, etc.), and a description of the damage.
Please note that you may be asked to provide photos or videos of the damaged area for our investigation and that you should not discard any shipping boxes, product packaging, or the product itself until further instructions are provided. Additionally, do not send the item back to the warehouse without first contacting customer service and obtaining a return authorization, and please follow the carrier's claim process to ensure a successful resolution.

Note

To ensure successful processing of any damage claims, please take the following steps:

1. Retain all original packaging, including shipping boxes and product packaging.

2. Do not discard the damaged item, as it may be subject to inspection by the carrier.

3. Contact our customer service immediately to report the damage and request a return authorization before shipping the item back to the warehouse.

4. Provide any requested images or videos of the damaged area to assist with the claims process.

5. Follow the carrier's claims process to ensure the claim is processed successfully.

If you have any questions or concerns, please feel free to reach out to our customer service team for assistance.