Thank you so much for stopping by our Grand Opening of our European fulfillment center. We're currently a bit behind on orders due to the overwhelming amount of support. While our team shoots for processing times of only one or two days in Europe, we're currently a few days behind that. We appreciate your patience and hope to be fully caught up by the end of April.
Updated April 22nd.
Woohoo! We are beyond excited for you to be reading this, because if you are, that means our new fulfillment center is up and running and that it should create an even better experience for you in Europe. This project is something our team has been working on literally every week day for about half a year to get set up.
Please make sure to read the following FAQ's for more details on this launch and how it's going to work.
To start off, only a selection of our customers favorites will be available in the warehouse. We're starting off small so we can make absolutely certain that we didn't miss any bugs through all of our testing we did.
As we continue to test and make sure there's no glaring issues, we will continue to add in new items.
Please read 'European fulfillment center roll-out plan' for the longer explanation of how it'll work.
Prepare for a much longer than usual FAQ. Here's our entire game plan laid out for the new European fulfillment center:
Phase 1 - This is the phase we're currently on, this will be us testing out our favorite designs on a very limited basis to help make certain we didn't miss any technical or fulfillment issues. Once we're able to make sure our website and our fulfillment capabilities are what we expect them to be, we will then move over to phase 2. Don't worry, with such a limited selection, you will still have access to the US website's shop page to make sure you don't miss out on anything that's on there.
Phase 2 - Starts after we have ample data to show that we don't have any glaring issues with either our fulfillment team or our website that causes a poor experience for our European friends. In phase 2 we will begin adding in more designs and will hopefully begin to add in select new release items. Once we're able to make sure new releases and additional options aren't causing any new issues to appear, we'll work our way to phase 3. Phase 2 will also allow you to purchase items from our US warehouse if needed, the goal is to start getting enough items in that you won't need to as often, which gives us more ability to test processes for our EUR fulfillment team.
Phase 3 - This is the one I'm looking forward to the most. This is when we are fully up and running and our fulfillment team and tech team are both able to show there's no issues coming up and that we're confident in all the processes and infrastructure that has been set up.
Phase 3 is when we will shut off access for folks in Europe to our US stock. This means that we can do a full launch of the site so it's essentially the exact same as the US site. At this time, you will find *every* new release is available at both locations. The coolest part is that we can then begin working on region specific release meaning that we can do a launch just for our friends in Europe that only people on the EUR site have access to.
**There may be some releases available in only certain locations as I mentioned above, so from time to time there may be releases not available in the Europe warehouse that's on the US site and vice versa.
Back in 2021 when we had a team meeting, we were going through the top issues we had in our customer service. The number 1 issue was international orders. This is our long term way to completely fix that issue and create the best experience possible.
Our goal with our European fulfillment center is to be able to reduce not only the cost of shipping, but also the transit time.
Early estimates are showing we can get packages delivered to most of the EUR within only 4-5 days with standard shipping. With the faster shipping rate, we're looking at delivery times as quickly as 1 business day to a few countries.
We should also see a drop in processing time. With a dedicated team for our European customers, we are currently estimating a 1 business day processing time during non-peak and non-holiday time frames. In some cases it may even be shipped the same day!
While we have quite a few other reasons that we could list here, I'll just list my favorite one. Region specific designs. This is the thing I'm looking forward to the most. Our team is actively looking into the ability to not only create unique designs just for the EUR but to also translate some of our top designs into other languages to help change the world with kind words. ☺️
This is something that is key to help keep the confusion to a bare minimum. As of now we are planning on having top options on the menu. One will say European Warehouse and the other will say US warehouse. When you click on one of them, you will see everything currently available there.
You sure can!
We plan on keeping the US warehouse accessible till we're ready to hit the final stage of our roll-out plan.
However, if there are items you want in the European warehouse, we recommend you consider ordering from there to reduce shipping time and cost.
This has been one of the key tasks our team has been focusing on lately and we've been able to set it up to be as easy as possible.
If you purchase only items that are available in the European warehouse, then it will ship via our EU team. If you make a purchase that includes some European items and some US items, then all items will be shipped from the US.
The only exception of an order getting split into two orders is if 2+ items are purchased and all items are not available in just one warehouse. In that case, you will see a different shipping rate which includes the rates from both locations and then you will receive two separate packages.
The easiest way to tell what warehouse it ships from is at checkout, you'll see more expensive shipping rates and longer transit times from the US.
Ace Galaxy LTD is the name of our company out in Europe. If you purchase from us and see Ace Galaxy on any of the receipts, emails, or shipping label, etc please don't worry. It is still us and it's just us making sure we're doing everything by the book and making certain we're following all rules and regulations.
During this first phase, there may be a few instances in which orders ship from both warehouses if items are ordered that can only be found in one specific warehouse. We are working on a solution for this to make it clear as to when that will happen prior to purchasing. Please keep an eye out on your email as that will show you what was shipped together.
We may not always have every size available at the EUR warehouse, in the chance a size is purchased that we do not have in the EUR, it will cause the order to fulfill from the US, we apologize for any misunderstanding or inconvenience.
Due to shipping from Europe, there will be different days of the year that are observed as holidays where our team will not be fulfilling orders compared to the US.
This list will continue to update as we hear from our team.
January 1st March 17th & 18th April 15 & 18 May 2nd June 6th August 1st October 31st December 24th & 25th December 31st
Please understand that if our team is unable to fulfill orders, you can expect longer fulfillment times due to the backlog of orders. For example, if you order during a time where they have 2 days off, that means your order will likely take a minimum of 2 extra days to process.
I'm so sorry but at this point in time we can not offer personal ZOX. We totally understand there are certain meanings or designs that you or loved ones are drawn to. Please be sure to check out our Shop page and you may just be able to find something similar to what you're looking for.
If you have an idea for a ZOX design, please join ZOX Idea Factory and post it in there. We have a ton of amazing artists who are always looking for new ideas.
1. You cannot use multiple discounts at the same time.
2. Some discounts only apply to specific items and will not apply if the item is not in your cart.
3. You have already used the discount on a previous order so it is no longer valid.
4. You can not discount subscriptions as they process through a separate platform for checkout.
We hope this helps! :)
I'm so sorry to hear that! If you reach out to us quickly enough via live chat or the contact form at the top of this page we will try our best to adjust that order in time.
Unfortunately, we are unable to guarantee that we can make the adjustments before the order ships out due to the high volume of messages we receive and how quickly orders are going out everyday. We will give it our best efforts though! :)
We're so sorry to hear that you need to cancel your order with us. If you reach out to us quickly enough via live chat or the contact form at the top of this page we will try our best to cancel that order in time.
Unfortunately, we are unable to guarantee that we can cancel the order before it ships out due to the high volume of messages we receive and how quickly orders are going out everyday. We will give it our best efforts though! :)
If you request to cancel an order and it's already been shipped, you can create a return here.
We're glad that you asked, now that you're ordering from our Europe specific warehouse, we've been able to get our processing time down to an average of 1-2 business days for our ZOX family out in Europe. In some circumstances our team will even be able to ship the package same day.
During peak and holiday periods our processing time may go up.
Business days are considered Monday through Friday.
Oh no, we're so sorry to hear that! We have a Happiness Guarantee on your very first order. Here's how that works:
If this is your first time ordering and you're not happy with the quality, fit, or overall look of your first ZOX, please pass it along to a friend and we'll give you a full refund on it. If you have additional unworn Straps, Imperials or Strings you'd like to return within 15 days of purchase, you can fill out the return form at the bottom of this page and we'll get you taken care of right away.
Happiness Guarantee cannot be used when your initial purchase was used in conjunction with our Share the Love program. Happiness Guarantee does not cover slow shipping times to foreign countries. If you are unhappy with the ship time, you can pay to return your Straps and the refund will be processed as soon as we receive your return.
We're so sorry to hear that your ZOX is damaged or defective! Please reach out to us at. firstname.lastname@example.org with a photo of the damaged/defective ZOX and we'll get it sorted for you as quickly as possible.
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.
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.
**Normal wear and tear is not covered and each warranty claim is decided on a case by case basis.
Thanks to the expansion into Europe we've been able to massively reduce shipping times and costs into most European countries.
The cost will vary based on the country you're shipping to and the value of the order. Please see rates and transit times at checkout.
If you reach out to us quickly enough via live chat or the contact form at the top of this page we will try our best to adjust that shipping address in time.
Unfortunately, we are unable to guarantee that we can make the adjustment before the order ships out due to the high volume of messages we receive and how quickly orders are going out everyday.
We will give it our best efforts though and provide options for what can be done if the order has gone out and has the wrong address on it. :)
If your order just shipped out it will typically take between 24-72 hours during business days (Monday-Friday) before you see updates.
If your order was showing tracking updates and stops showing them. Wait until it has been your anticipated shipping time, then please reach out to us and we’ll get that taken care of for you.
I'm so sorry to hear that your order has been marked as delivered but hasn't shown up quite yet. Try to not stress out too much quite yet, this has happened a few times in the past. If your order doesn't show up after 72 hours of being marked as delivered, please don't hesitate to reach out and we'd be happy to help.
Here's some super helpful steps we've used in the past to track down a missing package:
Checking with anyone who has access to your mailbox. Check with your normal postal delivery person. My last recommendation would be to check with your neighbors. From time to time addresses are misread and neighbors receive mail and sometimes don't even realize it.
If you selected 'Delivered Duties Paid' as your shipping method and are being charged a customs fee, please accept the package and reach out to us with an image of the customs receipt and we will refund you for any fees you were charged by applying it to a previous order or through providing a store credit.
If you choose to go with our 'Free Shipping - Duties May Be Due At Border' option and are charged a fee by your countries customs office, you can opt to have the package sent back to us for a refund or store credit minus the shipping fee to cover our costs to ship your order.
We're sorry but sadly at this point in time, our system is unable to read and print addresses that are input into the system in any other characters besides English. If you enter your address with other characters your package will not be able to be delivered and will have to be reshipped or potentially refunded.
Unfortunately during this time, the average processing time and shipping time have both gone up. We are doing our very best to be able to efficiently ship out all orders however, the delivery of the actual order may be delayed at this time due to local restrictions based on your shipping address.
We are back to shipping to all countries worldwide. Some delays may occur due to COVID-19 and restrictions in your country.
Thank you for your understanding, stay safe.
That’s not good! Typically, we’ve found that this issue is caused by emails going to your spam folder. If that’s not the case, your email may have bounced from your email provider. This usually happens when your inbox is full, your email provider was down, or the message was too large for your inbox.
If you need to resubscribe to emails, you can do so at this here.
If you have lost or forgotten your password, don't worry, it's very easy to fix. All you will need to do is go here and click the 'Forgot Password' link. That should bring you to a page to enter your email and a message will be sent over to set a new password.
If you have tried the above step and had an error saying you do not have an account. That would mean that you did not create an account prior to ordering or after you ordered. That is very easy to fix as well, to create an account with any previous order history you will need to click here.
Make certain you use the same email address that you initially used for your order and it should sync correctly for you and have your points automatically added in.
This is done during check out, if you need to update your payment information/method. Please be sure to change it during checkout and save it for the future as this should help you check out faster.
This will not update your subscription information and will need to be done so under 'Manage Subscriptions'.
This is a very simple process to do. You will need log into your account, click 'My Account', click 'View Addresses', then 'Add a New Address.' When you fill it out make sure to click the box to set it as your new default.
This will not update any active subscription addresses and you will need to do that under 'Manage Subscriptions'.
This all depends on how busy we are. It typically takes up to 24 hours for us to respond to everyone depending on our workload. We typically respond to emails Monday-Friday, so if you email in on Friday night, the soonest you'll receive a response is Monday.
Also, it's important to keep in mind that our system is set to show oldest tickets first. If you email in while waiting to follow up, your ticket will be marked as brand new and won't show as close to the top as it would have.
VIP Status is automatically granted once you create an account with us. With this status you receive 10 points per $1 spent that can be used to make reward vouchers ranging from $5-100. Points are earned by making purchases, reviewing your purchases, liking us on social media, and more.
VIP+ Status is automatically granted once you reach 5,000 points in your account. With this status you receive 15 points per $1 spent. Unfortunately if you account is inactive for more than a year, you may loose your VIP+ status and go back to a VIP status.
As a VIP or VIP+, you'll receive $1 off when you order 5 full priced straps or singles at a time.
This discount is not valid on Blog straps or singles.
Can't find your discount code after redeeming your points? We're happy to help, here are the steps to finding your code:
2. Go to the loyalty tab
3. Scroll all the way down to 'Account Activity'
4. Click on the 'Approved' button for any reward redemptions, if able to be used the code will show there
Hope this helps! :)
ZOX loyalty points expire after 12 months.
Birthday Straps are exclusively reserved for customers who are VIP, VIP+, or Subscribers. You must register your birthday with us here. Enter your birthday and click 'Sign Up.' If you don’t register your birthday at least a month before your birthday, you will have to wait until next year to get your Cake Strap.
With an active monthly subscription status to our Mystery Pack, Pearl Club, or String Club.
Access does not apply for ZOXBlog subscriptions.
If you already were holding an active subscription at the time of the launch (December 15th, 2021) then you would automatically be a part of ZOXPASS, no need to sign up for another subscription or for ZOXPASS itself.
1. Exclusive ZOXPASS Pricing
$2 off 2+ ZOX, $3 off 4+ ZOX, or $4 off 8+ ZOX
Valid on straps, singles, metlets, imperial+, rings, and kids straps and applies automatically at checkout (does not apply to Secret Stash or Blog straps)
2. $5 2-Day FedEx Shipping on US Orders of $50+
3. Secret Stash Access
2 hour early access to releases and exclusive secret stash designs!
Sadly you are unable to stack discounts on our site. So if any discounts are applied at checkout, the automatic ZOXPASS discount will be removed.
85% of Zoxers wrists fit nicely into a size medium.
To find your perfect size, measure your wrist and compare them to the sizing guidelines below. Hope this helps!
Kids Fits wrists: ~3.5" - 5” (100mm - 155mm)
Small Fits wrists: ~4.5" - 6.7” (115mm - 170mm)
Medium Fits wrists: ~5.5" - 7.3" (140mm - 185mm)
Large Fits wrists: ~7" - 8.25" (175mm - 210mm).
ZOX are buttery-soft elastic wristbands made made from recycled plastic water bottles!
Though the latex is typically not visible (each strand of latex is encased in polyester), you may experience discomfort if you're allergic to latex. In that case, we'd recommend collecting our imperial+ or metlets which are latex-free.
Our release days are typically every Thursday.
The releases will be able to be found in the Secret Stash at 11:00am CT on Thursdays and from there it will then move over to the main shop page at 1:00PM CT.
We do send out emails for each release and they are set to send out right when the release goes live for that day. To access the Secret Stash, you will need to hold an active monthly subscription.
It depends on the collection type! The rarity level will show under 'Details' on the product page. Every strap/single we make is limited edition, so once it is fully sold out, it is gone for good.
You can check out our collectors guide here to learn more about rarity.
Certain chemicals coming into contact with the elastic such as bug spray or sun spray and oils and lotions can cause the elastic to warp.
You sure can! Zox are made of a special type of elastic that holds up very well in water; even after getting 'em wet the color will be super vibrant and awesome. We do definitely recommending ordering the ZOX to fit as well as possible to avoid drying unevenly on your wrist causing a sort of warped look.
Once in a while we see Straps that are in water non-stop, or ZOX that are too large get a little warped, as elastic tends to do over time, but unless you're a fish you probably have nothing to worry about. If you are a fish and have learned how to read, I'd love to hear from you! 🙂
If you do not receive a golden ticket with a gold stitched strap (#001-100), we did not forget it and there was not any sort of mistake on our end. Golden tickets have only been added in for the past couple of years and older gold stitched straps will not come with them.
Some items may also not include golden tickets, such as blog straps and monster month.
Here you will find a breakdown of each subscriptions price, when you will be charged, and what it includes.
Being apart of any of these will give you access to the Secret Stash.
Pearl Club - 1st of the month - $25 - Pearls are monthly limited edition Straps that come packed along side a matching enamel pin in a special magnetic collectors box. They are only available via membership which is limited to just 1,000 people. Pearls are the only Straps with logos stitched in metallic pearl white.
String Club - 9th of the month- $25 - Strings were created to be the interchangeable piece of our Imperial Hoodie collections. Using the same patent-pending magnetic clip as our Imperials, Strings allow you to change the look of your hoodie in seconds. Each String comes in an acrylic storage container with engraving on the side. Like Imperials, they're also numbered on the material itself - you'll find your String's serial number at the very center. The String Club provides you with two color-coordinated, unreleased Strings every month.
Mystery Club - Based on when you first order - $25 - Mystery Packs are our way of incorporating a game of chance into ZOX. Each pack contains 3 completely random Straps that range from in stock to sold-out. On top of that, there are over 100 different designs that are 100% exclusive to Mystery Packs, including the rarest Straps we make: Black Stars. These beauties have a rarity level of Grail and only have 100 pieces made. We massively revamped Mystery Packs in June 2019 to be the absolute best experience we could possibly make. This includes the following:
1. Now over 250 different designs mixed in, most with a rarity of Exclusive or better. 2. New Carbon stitched Black Stars with redeemable Black Star Cards. 3. Redeemable Gold cards included with nearly all gold stitched Straps found in Mystery Packs 4. Beautiful 6 - Strap mini-collections with matching Moonstones for the first 200 people to finish a set 5. Extra-rare matching Moonstone Strap for the first 200 people to finish each mini-collection.
If you need to update your address, make sure you do it for your subscription as well. You can do so by logging in, going to 'My Account', clicking 'Manage Subscriptions', and then from there, you can update your address.
We are not responsible for subscriptions that are not updated correctly and shipped out to an old address, after your order has been processed we can not make changes on our end. If this happens, we would highly recommend reaching out to your local post office or your old address to see about getting ahold of your package.
If you'd like to edit/cancel your subscription, you can sign into your account on ZOX.LA. Once you're on your account page, you'll need to click the link that says 'Manage Subscriptions' and you can cancel, update your address, change billing information, and pause your subscription from there.
Returns & Exchanges
We're so sorry to hear that you're needing to start the return process with us. We've done our very best to make it as easy as possible. All you need to do is click here, fill in your information and the reason that you're creating the return. From there, if your return is accepted, it should only take a few business days at most to hear back from us with instructions on how to return it.
Unfortunately at this time, all returns will need to be returned to our US warehouse as we cannot accept returns at our European fulfillment center.
If you'd like to learn more about our return policy, please click here.
Congratulations on collecting an entire Mystery Pack mini-collection!
Moonstones are super easy to redeem, all you need to do is follow this link, find the collection you are redeeming and follow the instructions on the form: https://zox.la/pages/moonstone
There are only 200 of each Moonstone, if the one you're trying to redeem is out of stock, we're sorry but that means you will be unable to receive it.
Congratulations on collecting an entire Season of Mystery Pack mini-collection moonstones!
Mega Moonstones are super easy to redeem, all you need to do is follow this link, find the season you are redeeming and follow the instructions on the form: https://zox.la/pages/moonstone
Congratulations on collecting five or more golden tickets!
We currently are not accepting golden ticket submissions as all gold bars #1-20 have been claimed. Once the next reward is available the redemption form will be updated or we will post a new form on the site. If you have any questions please feel free to reach out to our team. Thanks!
There are only 100 of each batch of Gold Bricks. The next reward following the gold bricks will be announced with instructions and redemption requirements once available.
Congratulations on collecting FIVE black star cards!
Once the form is submitted you will receive an email with further information for redeeming your reward. Woohoo!
Congratulations on collecting all 31 monsters from the 2021 Monster Month! Chaz Humbug is super easy to redeem, all you need to do is follow this link, fill in the serial numbers for the monsters you are redeeming(AD is left dot & General is the right dot)and follow the instructions on the form: https://zox.la/pages/monster-month-2021There are 500 of Chaz Humbug, available in small, medium and large.