FAQ

Ordering & Shipping

How do I order a Zen Box?
You can order in ONE of THREE ways: 

 

1. Building a custom box by selecting various products and experiences on our website storefront

2. By selecting a subscription or ready-to-order box from our website storefront

3. Utilizing our ZenBot app to generate a box based on your responses to a personality and style quiz 

How do I download the ZenBot app?

Download ZenBot on Apple Phones of Tablets 

Download ZenBot on Android Phones and Tablets 

 

I don't have a credit card. Can I make an online purchase with Zen Box?

Absolutely!

Zen|Box utilizes the WiPay payment processing platform and accepts cash vouchers, credit cards and bank accounts online. Whether or not you have a credit card, Zen|Box can accept all payments online – anywhere in the Caribbean, and anytime in local or foreign currency. For more information on how you can pay via cash voucher through WiPay, click here.

For those who are more familiar with PayPal, we also process payments through that online payment service.

Which currencies do you accept?

We accept payments in TT and US dollars.

How can I be sure your website is secure?

Your online safety is of the utmost importance to us. Our site is SSL secured, verified by Visa, and secured by MasterCard SecureCode. Your credit card information is NEVER stored by us, anywhere.

Your payments are processed securely by WiPay and made using Hosted Checkout through First Atlantic Commerce (FAC). Again, none of your payment details is stored – this ensures you will be happy with the security of your transaction.

How long does it take to process an order?

Because our products are one-of-a-kind, custom-made, and/or personalized, they take a longer journey from the artisan’s hands to yours. Please plan on 7-10 business days, barring national holidays, before your Zen Box is ready for shipping. See our calendar for local holidays.

What if my recipient is not at home?

Without spoiling the surprise, please ensure that someone would be available to accept the package for a home delivery. If you are unable to arrange that, we can certainly arrange to have the package delivered to a suitable workplace or mutually convenient pick-up location.

Do you put receipts in the packages?

Never! Since most of our orders are surprises, we do not include receipts or invoices in the shipped packages. An invoice, however, will be emailed to you on order completion.

Do you have an option for volume gifting?

Absolutely! We love curating specialty welcome boxes and tokens for your important gathering or occasion. Whether it’s a wedding, baby or bridal shower or other milestone celebration, we have a Zen package perfect for the occasion.

Do you offer corporate gift boxes?

Certainly. We curate specialty gift packages for the holidays, parties or general appreciation. Please visit our Corporate page or fill out our custom order form for a response in 24 hours!  

I’d like to collaborate with you!

We’re up for collaborating with brands that have a similar aesthetic and philosophy! Send us an email at [email protected]

What are my delivery options?

You have FOUR delivery options: 

 

1. Free pick-up on Tuesdays at the following drop-off locations:

  • Movie Towne (Woodbrook)
  • Trincity Mall (Trincity)
  • C3 (San Fernando)

NOTE: You MUST present a government-issued photo ID, such as a driver’s license, passport, foreign national or military ID when collecting your gift boxes. The full name on the ID MUST match the name on the order form. If someone is collecting on your behalf, they MUST have your government-issued photo ID as well as theirs. 

2. Via Courier – Trinidad (delivery in 4 to 5 working days once shipped)

3. Via Courier – Tobago (delivery in 5 to 7 working days once shipped)

4. Via FEDEX- International (delivery in 3 to 7 days once shipped)

Do you ship within the Caribbean and overseas?

Yes. As an authorized FedEx partner, we can deliver to over 220 countries worldwide.

How does international shipping work?

You will receive a tracking number so you can freely check on the status of your order. Please note that we cannot provide exact shipping estimates on international packages to the U.S. or other countries. International shipments can take anywhere between 1-5 weeks to arrive.

Do you offer expedited shipping?

Yes! We offer Expedited Shipping options. Please contact [email protected] for an expedited shipping quote or choose the option at checkout.

Can I request a specific delivery date?

Of course! Our every effort is to ensure that you or your recipient receives the gift box within the desired window of time. Please email us at [email protected] to make specific delivery arrangements or schedule adjustments. Please note the order processing times and shipping estimates and time your request accordingly.  

What is your return and exchange policy?

Since we are careful to ensure that your gift box is in the best shape when it arrives, all sales are final. If you encounter a damaged or defective individual product in your gift box, please email us at [email protected].

There is a problem with the delivery of my order.

After contacting the mail carrier, please feel free to contact [email protected] and we will do our best to help resolve any issue. However, please understand, that the ownership of packages turned over to FedEx transfers to the buyer. We cannot be held responsible for lost, held, delayed, or damaged packages due to mis-delivery errors via carrier, or incorrect shipping information. Shipping issues must be handled and ultimately resolved by the designated mail carrier.

 

NOTE:  We do not purchase insurance on international packages. However, insurance is available to add to any order. If you would like us to purchase insurance on your behalf, do tell us and we will send you an invoice.

My recipient hasn’t received their box, but tracking info says delivered?

First, ensure that the package wasn’t left on the step or received by someone else, etc.  Next, contact the designated mail carrier and share the update with us via email. We will work diligently to figure out what could have gone wrong and to resolve it, if possible. We never want to disappoint our customers — or spoil a good surprise!

If your order is returned to us, you will be refunded the total cost of the items purchased less a $60 TT ($10.00 US) restocking fee.

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