FAQ

Quick answers to the questions we hear most. Can't find what you need? Email support@zocozi.com or call +1 (408) 681-8398, Monday to Friday, 9:00 AM to 5:00 PM Pacific Time. We reply within 1–2 business days.

Shipping & Delivery

Where do you ship?

We currently ship within the United States only. We can't deliver to P.O. boxes or APO/FPO military addresses.

How much does shipping cost?

Standard shipping is free on every US order, with no minimum. Express shipping is available at checkout for $15.

How long will my order take?

Orders are prepared within 1–2 business days, then take 2–19 business days in transit. Most orders arrive 3–21 business days after you order. Business days are Monday to Friday, excluding public holidays. Orders placed after 5:00 PM Pacific Time start processing the next business day.

How do I track my order?

Once your order ships, we email you a tracking number. Tracking can take a little while to update, especially while a package moves between facilities. If it hasn't changed for a long time, email us and we'll look into it.

Why did my order arrive in more than one package?

Items in one order can ship from different fulfillment centers, so they may arrive separately with separate tracking numbers. There's no extra shipping charge for split shipments.

Returns, Exchanges & Refunds

What is your return policy?

You can request a return within 30 days of delivery. Items must be unused and in original condition, with original packaging and accessories, and you'll need your order number.

How do I start a return?

Email support@zocozi.com with your order number, the item and the reason. If approved, we'll send a Return Authorization and the return address. Please wait for these before sending anything, and ship approved returns within 7 days.

Who pays for return shipping?

If you changed your mind or ordered the wrong item, return shipping is your responsibility. If your item arrived damaged, defective or incorrect, we cover it.

Can I exchange for a different size?

Yes, within 30 days of delivery. Email us your order number and the size you need before sending the item back. Exchanges depend on stock. Check the Size Guide first; many items run 1–2 sizes small.

When will I get my refund?

Approved refunds go back to your original payment method within 7 business days of inspecting your return. Your bank or card provider may take a few extra days to show it.

My item arrived damaged or faulty. What do I do?

Email us within 30 days of delivery, ideally within 48 hours, with your order number and photos of the item and packaging. We'll send a free replacement or give a full refund, and you won't pay any return shipping.

Can I cancel my order?

Yes, within 24 hours of purchase or any time before it ships. Email us your order number as soon as possible. Once an order has shipped, it can't be cancelled, but you can return it after delivery.

Products & Use

Do I need a power bank?

Most heated items run from a standard USB power bank, which is not included unless the product description says so. A slim 10,000 mAh power bank made for heated gear is available in our store. The electric blanket and heated waist belts plug into a wall outlet instead.

How long does the heat last?

It depends on the heat setting and the size of your battery. Lower settings last longer, and a bigger power bank adds more time. Check each product description for listed run times.

Can I wash it?

Most heated clothing is washable. Always remove the battery or power bank first, then follow the care instructions in the product description. As a general rule, wash gently in cool water, air dry and don't iron or bleach.

Is heated clothing safe?

Wear it like any other layer and follow the instructions. Turn the heat down or off if you get too warm, don't leave heated items running unattended, and don't sleep in them unless they're made for it. Don't use heated products on babies or anyone who can't sense heat well.