Frequently Asked Questions
Shopping/Searching for Products
Custom Product Needs
Ordering Products on the eStore
The Checkout Process
Order Confirmations/Order Status/Tracking
Changes to Orders/Expediting Orders
Returns
Cancellation Policy
Accessibility
Shopping/Searching for Products
Q: How can I find a specific product on the eStore?
A: There are two ways to find an item on the eStore. You can use the category links on the top of the screen to navigate through the different sections of the eStore OR you can use the search box at the top of the page to search for general products or keywords.
For additional assistance, please email bdoservice@zorch.com.
Q: What if I can’t find what I’m looking for on the eStore?
A: Please fill out a Request a Quote online form with as much detail as possible. Within 24-48 hours, we will contact you with product ideas and pricing. If you like the items presented, the product(s) will be posted on the store within one business day for you to order.
Q: How do I find out the status of my quote request?
A: You will receive a response from our sourcing team within 24 hours upon submission of the quote. To request a status update, please email bdoservice@zorch.com.
Ordering Products on the eStore
Q: What if I want to order a higher quantity of a product than is listed on the eStore? Is the price affected and is the lead time the same?
A: If you would like to order a higher quantity of a product than is noted on the eStore, please fill out the Request a Quote online form or email bdoservice@zorch.com for assistance. Please note: the production time may be longer than specified for larger product quantities and the pricing may be lower.
Q: Why can’t I order less than the minimum quantity listed on the store? What if I only need a few of the item?
A: There is a minimum quantity that each manufacturer will run for every product in their line. We have strategically partnered with a large number of suppliers who have reduced the minimum quantities for your program. If you have questions about the minimum on a particular product, please e-mail bdoservice@zorch.com. We will check to see if the minimum quantity can be reduced or help you find an alternative item.
Q: What do I do if I need the products by a certain date?
A: Your actual delivery date is determined by the Lead Time that is found within product descriptions plus shipping/transit time to your delivery location. If you need an item for a specific event/date, please enter that date in the Special Delivery Request section of section on the check-out page. If you are ordering through a procurement system, please provide detailed notes (including your event date and the date that the item must arrive by) in the notes field on the shopping cart.
For additional assistance, please email bdoservice@zorch.com or call 844-287-7080.
Q: What if I need something to arrive tomorrow?
A: If you select an item that indicates that it will ship today (if your order is placed by a certain time) and you select Overnight Shipping, your order will arrive tomorrow. Please email bdoservice@zorch.com to make sure that the order is processed immediately.
For additional assistance, please email bdoservice@zorch.com or call 844-287-7080.
Q: Why won’t the eStore accept my shipping address?
A: Please make sure your full address has been entered in the shipping fields provided including company name, contact name, street, city, state and zip code. Also make sure your ship to country has been selected from the drop down.
Q: Can I ship to an address outside the US?
A: Yes, we can ship your branded merchandise order to international locations. Please note that all items ordered from the eStore collection are branded in and ship from the US. All shipments outside of the US will be subject to international shipping rates, and well as import duties and taxes. A member of the Zorch customer service team will contact you once your order is place to quote these extra fees. Your order will not be processed until you have approved the final order total.
Q: Can I ship merchandise to my home address?
A: Yes, we can ship to residential addresses, however we highly recommend shipping to a business address if no one is home during the day to receive or sign for the delivery. If packages delivered to a residential address go missing or are stolen, we cannot guarantee they will be replaced free of charge.
Order Confirmations/Order Status/Tracking
Q: Can I get an emailed copy of my order confirmation?
A: Yes, after submitting your order, an order confirmation will be emailed to you automatically. You should receive your emailed order confirmation within a few minutes of placing your order.
Q: When will my order ship?
A: After we receive your order, you will receive an acknowledgement email indicating the estimated ship date for each line of your order. If your order is shipping from multiple locations, you will receive multiple emails. The estimated ship date is determined by the product and quantity you have ordered.
Q: How can I check to see if my order shipped?
A: Please visit the “My Account“ section of the eStore, then click on “My Orders.” Your order status and tracking numbers (when available) are provided for you. If you have any additional questions, please email bdoservice@zorch.com.
Q: Why did my order come in separate shipments?
A: The many products available on the eStore are produced by a number of different manufacturers. Therefore, if you order several different items from the eStore, there is a good chance that these items will be produced in different manufacturing facilities. Each facility will ship your order directly to you as soon as it’s complete; resulting in several sets of shipments for the order.
Changes to Orders/Expediting Orders
Q: How can I make a change to an order I’ve already submitted?
A: Please send the change request, along with your order number, to bdoservice@zorch.com. We can work with you from there.
Q: How do I expedite an order I’ve already submitted?
A: Please send your request to bdoservice@zorch.com and we will make every effort to accommodate your needs.
Q: What if I have special delivery instructions?
A: If you have special delivery needs for your order, please use the Notes box on the shopping cart page or if you prefer email bdoservice@zorch.com and reference your order number.
Q: How do I return an item?
A: Please send your request via email to bdoservice@zorch.com. We will respond within 24 hours to help you complete the process. Please be aware of our Return Policy before requesting your return.
Return Policy: We will accept returned merchandise only if the product is damaged upon receipt, the item is defective (quality of merchandise does not hold up to manufacturer’s quality standards) or the incorrect type of merchandise was shipped in error. This can include the incorrect color, size, quantity or just outright the incorrect product. All other reasons for returns will not be accepted.
Defective products may be returned up to 30 days from ship date. Please contact bdoservice@zorch.com for a Return Merchandise Authorization Form (RMA) and RMA number.
Our warehouse personnel and vendors cannot accept any returns without an approved RMA number.
If you have any additional questions, please email bdoservice@zorch.com or call 844-287-7080.
Q: What is your cancellation policy?
A: If for any reason you need to cancel your order please contact us immediately. In some cases, your order may be cancelled without incurring any charges. In such cases where work has been completed on your order you may be required to cover the cost for any proofs, samples or work completed.
Q: What if I need to change the artwork for my order?
A: All items ordered directly from the standard product collection are printed as pictured on the eStore. For all custom orders, artwork can be changed any time prior to your approval of the final paper or product proof. Please note that we cannot guarantee that we will be able to update your artwork files after your paper or product proof has been approved. To expedite your request, we encourage you to call us immediately at 844-287-7080.
Q: Can I change the quantity of items I ordered?
A: Although we will try to accommodate any changes to your order, we can not guarantee that we will be able to update quantities to your order. Our ability to change quantities will be based on the status of your order. In addition, you could incur an additional cost to change your order quantity. To expedite your request, we encourage you to call us immediately at 844-287-7080.
Q: Are your sites compliant with WCAG guidelines?
A: Zorch is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for all site visitors, and applying the relevant accessibility standards.
The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Zorch eStores are partially conformant with Level A and AA requirements. Partially conformant means that some parts of the content do not fully conform to the accessibility standard.
We welcome your feedback on the accessibility of our eStores. Please let us know if you encounter accessibility barriers when shopping with Zorch by reaching out to us using the below information, or visiting the “Contact Us” section of this site.
- Phone: 312.751.8010
- Email: contact@zorch.com
- Postal Address: 500 W. Madison Street, Suite 1550, Chicago, IL 60661, USA
