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Customer Care

Thank you for visiting Zia & Tia Pure Luxury Organics and shopping with us. Placing orders is very easy and secure. Below are some tips to help you with your orders. Let us know if we can assist you in any way by contacting us at inquiries@zianddtia.com

PLACING ORDERS & SHOPPING CART

Once you have selected a product you would like to order, make sure you have chosen the correct size, color and anything else specific to that product that you require. Simply choose the quantity of the items you would like and enter into our add to cart button and then press the add to cart button below. Once in your shopping cart, you will be able to  estimate your shipping costs by entering your information and then press update. You may then proceed to CHECKOUT.
Sign up and create an account with us in the NEW CUSTOMERS section, or if you are a RETURNING CUSTOMER, simply sign in.  The rest is easy peasy. Just follow the steps to checkout.

DISCOUNT COUPONS & GIFT CERTIFICATES

Once in checkout, you may enter discount coupon codes or use your electronic gift certificate.
For more information on GIFT CERTIFICATES please visit our gift certificates FAQ section. It is a walk in the park!! Please review and confirm your order and you then proceed to Paypal and choose your payment method.  All credit cards will be charged at the time of purchase.

ORDERING BY TELEPHONE

Orders may be placed by telephone. We will take all necessary information regarding your order and invoice you through PAYPAL. Once you have made your payment, we will ship your products to you.

SHIPPING

Orders are processed with 2 business days. More information on shipping times can be found in our SHIPPING section.

 


RETURNS/EXCHANGES 

Zia & Tia want you to have an enjoyable shopping experience. We love the products that we carry and and take pride in offering them to you. RETURNS/EXCHANGES Zia & Tia want you to have an enjoyable shopping experience. We love the products that we carry and and take pride in offering them to you. If for any reason you are not 100% happy with your purchases, please let us know. The best way to reach us is by email: inquiries@ziaandtia.com or by telephone at 514-783-9995. In the event that you are not satisfied with a product and would like to return it for a refund, exchange or credit, please contact us within 14 days so that we may issue you an authorization number. Your product must be returned in its original packaging, within 14 days of receipt of the item. Once we receive your returned product, we will then issue you a credit. We do not accept any items that have been washed, soiled, smell of cigarette smoke, perfumes, or that have been used or worn. Customer is responsible for all shipping costs for the returned product.. In the event that your order had free shipping when purchased, we will refund you the product price less the standard shipping cost to your location. Sale Items are final sale and are not returnable. Since we cannot be responsible for parcels lost on route for return/exchange to us, we strongly recommend that you use registered post to ensure safe delivery of your returned items to us. We do not accept C.O.D.'s DAMAGES & SHORTAGES Sometimes things happen. If you receive your item and it has been damaged during delivery, please notify us within 48 hours of receiving your package. We will do our best to resolve the issue within 5 business days. Please keep all damaged packaging. Damaged or defective goods will be refunded in full(including Postage) or goods exchanged. NON- RETURNABLE ITEMS Custom made products are not returnable. Should you wish for any reason to cancel your order of a Custom made product, please do so within 2 days of your order date. After 2 days of your order date, custom orders are non-refundable. Custom made products include Mattresses & Mattress accessories, Organic Hand knits, Chandeliers, all bed linens and towels. Bedding and Bath products are not returnable due to reasons of hygiene. So, please verify size, color, description of all bedding and bath items prior to making your purchase. Please feel free to contact us any time and we will be happy to give you more details about bedding and bath products to help you with your ordering. Zia & Tia Organic Hand knits are custom made one piece at a time. Slight color variations can exist with Organic Textiles, these are not defects. Please inspect all products upon receipt. Should any item be defective or damaged, we will exchange your item. Any returns must be unused, unwashed and free from any odors. Please notify us about any damaged item so that we may authorize its return. All of our Organic Mattresses, Mattress Accessories, Box Springs (all mattresses, foundations, mattress toppers, mattress covers, mattress pads, barrier covers, pillows, comforters) are not returnable. Order cancellations must be made within 24 hours of making your purchase. As every one of Zia & Tia's Organic mattresses & mattress accessories are custom made, refunds can only be issued if an order is canceled prior to going into production. WARRANTIES ZIA & TIA MATTRESSES & MATTRESS ACCESSORIES Our Mattress and Mattress Accessories are manufactured for us by an internationally recognized manufacturer of luxury organic bedding and bath products. Every effort is made to be sure only the very finest materials available are used in the manufacturing of our organic products. If however, you discover a defect in your new product, simply contact us at Zia & Tia Pure Luxury Organics BY email: inquiries@ziandtia.com or by telephone 514-783-9995. If a defect that is covered by this warranty is discovered during the period of the warranty, we will have the defective item repaired or replaced by our manufacturer (at their option) within a reasonable period of time. Our manufacturer reserves the right to refuse service and invalidate this warranty when, upon inspection, the sleep set is found to be in an unsanitary condition, or when the product failure is due to cause, other than detective workmanship or materials. Our manufacturer does not warrant that this product is suitable for any person’s medical condition. and makes no warranty beyond what is contained in the writing. Valid Warranties Criteria: Be the original purchaser and have purchased your products from Zia & Tia Pure Luxury Organics Provide a copy of the original proof of purchase Provide the law label from your product. If identical materials are not available at the time of product service, our manufacturer reserves the right to substitute materials of equal or greater value or at our option, provide a refund. 10 YEAR LIMITED WARRANTY COVERAGE Warranty Term: 10 years non-prorated Mattresses: Stitches pulled out of the quilting Body indentations of 1.5 inches or greater Excessively lumpy feeling Sagging: Your mattress must be continuously supported by a matching foundation, or equivalent, an appropriate frame. The frame should include a center support with at least 5 legs or 5 hardwood cross-slats tor queen and king sets. It wood legs are used, there must be 4 legs per foundation. Foundations: Splits in the wood frame Squeaks, rattles, or noises Loose or broken plastic pieces Compression of modules Unstapling of modules Items Not Covered by Warranty: Stains, soiling or burns Damage caused by moving Transportation costs Comfort preference Sheet fit Damage due to abuse Structural damage due to improper bed frame Other possibilities not mentioned on this warranty 3 YEAR LIMITED WARRANTY COVERAGE Warranty Term: 3 years non-prorated Pillows: Defective Stitching Clumping of filling Excessive loss of loft (except Organic Cotton Pillow) Comforters: Defective Stitching Defective Quilting Clumping of filling Mattress Protectors: Defective Stitching Defective Quilting Clumping of filling Broken or torn elastics Items Not Covered by Warranty: Any product with stains, soiling or burns Odors Pitting of fabric from washing Pillows and comforters that have been washed Comforters used without a duvet cover Other possibilities not mentioned on this warranty




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