We're so sorry to hear that, we know the excitement that comes with waiting for a package in the mail and we want that experience to be flawless.
If your order was delivered damaged, please let us know, we'd love to help! It's not often items are defective from the start as we have been constantly improving our quality control year after year. However, we are all human and sometimes we miss things. Please shoot us over a message and we'll get it sorted for you as quickly as possible.
I personally have a few straps that I've worn nonstop that have started to warp and no longer fit the way they're supposed to. Unfortunately when this happens, it would just be normal wear and tear as the elastic fibers have simply broken down over time and no longer have the same elasticity as they used to.
If your strap hasn't been worn much and is new, this part is for you.
We typically find that new straps will warp for a couple of different reasons.
1. The strap was wet and stretches out or dries while moving around too much causing the elastic to dry in an odd way which in turn causes certain areas to lose elasticity while other areas do not causing the warped shape.
2. Certain chemicals coming into contact with the elastic such as bug spray or sun spray can cause the elastic to warp.
3. From time to time this will happen for no apparent reason due to defective elastic and that would fall under our warranty, please reach out to us with photos and we'd be happy to look into it for you.
We stand behind the quality of our products with a Limited Two Year Warranty. This is our guarantee that every ZOX product sold within the United States, Canada, and Mexico is free of production and material defects. This warranty is valid for two years, beginning on the date of purchase from Zox.la.
If you believe you have a defective ZOX product that was purchased from us within the last two years, please fill out the form below to set up a return authorization for inspection.
ZOX reserves the right to determine between defective product and normal wear-and-tear. We do not replace products that have been replaced from a previous defective claim or from normal wear-and-tear.
That being said, we're here for ya. We're still just three brothers trying to make sure you're happy. Message us using the 'Submit a request' button below if you ever have an issue and we'll do our very best to make it right. <3
**Normal wear and tear is not covered and each warranty claim is decided on a case by case basis.