ZipSafe Refund and Return Policy
Overview Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we generally cannot offer you a full refund or exchange.
Safety & Eligibility for Returns Due to the nature of life-safety equipment and aerial adventure products, we adhere to strict safety standards for returns.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
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Important: We cannot accept returns on any hardware (trolleys, brakes, etc.) that has been installed, load-tested, or used on a line. Once safety equipment has been used for operations, its structural history cannot be verified, and it cannot be resold.
Non-Returnable Items Several types of goods are exempt from being returned:
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Custom-ordered or custom-fabricated commercial systems.
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Items that have been installed or show signs of wear/impact.
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Hazardous materials, or flammable liquids or gases (if applicable).
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Downloadable software products or digital risk assessment templates.
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Gift cards.
Partial Refunds & Restocking Fees There are certain situations where only partial refunds are granted:
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Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
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Any item that is returned more than 30 days after delivery.
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Commercial/Bulk Orders: Large commercial orders may be subject to a 15% restocking fee to cover re-inspection and processing costs.
Refund Process Once your return is received and inspected by our safety team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the equipment.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds If you haven’t received a refund yet, please follow these steps:
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Check your bank account again.
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Contact your credit card company; it may take some time before your refund is officially posted.
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Contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {Insert Email Address Here}.
Sale Items Only regular priced items may be refunded. Sale items cannot be refunded.
Defective Items & Warranty Exchanges We stand by the engineering of our products. We only replace items if they are defective or damaged due to manufacturing errors. If you need to exchange an item for the same one due to a defect, send us an email at troy@ziplinedoctors.com.
Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping Returns To return your product, email troy@ziplinedoctors.com for further instructions.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items (such as commercial trolleys), you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Need help? Contact us at troy@ziplinedoctors.com for questions related to refunds and returns.