FAQ
Welcome to the zoustack FAQ.
This page provides answers to common questions about our products, orders, payments, shipping, delivery, returns, refunds, and customer service.
If you cannot find the information you need, please contact our customer service team.
Customer Service Email:
service@zoustack.com
Customer Service Phone:
+1 310-390-9543
Customer Service Hours:
9:00 AM – 6:00 PM Pacific Time
About zoustack
What is zoustack?
zoustack is an online store focused on practical products for offices, desks, workspaces, home offices, and study environments.
Our product selection may include:
- Desk organization products
- File and document storage
- Cable management accessories
- Memo and planning products
- Workspace storage
- Office accessories
- Home-office organization products
- Other practical tools for everyday work and study
Our product range may change over time as products are added, updated, replaced, or discontinued.
Who operates zoustack?
zoustack is operated by Henan Wanshanghui Technology Co., Ltd.
Henan Wanshanghui Technology Co., Ltd. is a legally registered limited liability company in China and is responsible for the operation of the zoustack online store.
Business Information
Store Name:
zoustack
Operating Company:
Henan Wanshanghui Technology Co., Ltd.
Legal Representative:
He Jianfeng
Company Type:
Limited Liability Company
Registered Address:
China, Henan Province, Zhengzhou City, Xinzheng City, Mengzhuang Town, Chenghouma Village, South Side of Yuanmeng Highway, Hengsheng Changtai Logistics Park, Comprehensive Building, 1st Floor, East Side, Room 01
Customer Service Email:
service@zoustack.com
Customer Service Phone:
+1 310-390-9543
Customer Service Hours:
9:00 AM – 6:00 PM Pacific Time
Products and Product Information
Where can I find product specifications?
Product-specific information is displayed on the relevant product page whenever applicable.
Depending on the product, this may include:
- Dimensions
- Materials
- Available colors or styles
- Quantity
- Product functions
- Package contents
- Usage information
- Product photographs
- Other relevant specifications
We recommend reviewing the complete product page before ordering.
This is particularly important for organization or storage products that need to fit a specific desk, shelf, cabinet, drawer, or workspace.
Are all items shown in product photos included?
Not necessarily.
Lifestyle images may contain objects such as:
- Laptops
- Notebooks
- Pens
- Cables
- Furniture
- Office supplies
- Decorations
- Other demonstration accessories
Only items specifically stated in the product description, selected option, or package contents are included with the purchase.
Please review the product information carefully before ordering.
Will the product look exactly the same as it does on my screen?
We make reasonable efforts to display products accurately.
However, minor differences may occur because of:
- Screen brightness
- Device display settings
- Photography lighting
- Viewing conditions
- Product materials
- Manufacturing batches
- Minor production variations
Slight differences in color, texture, finish, or appearance may therefore occur.
Can product measurements vary slightly?
Yes.
Minor measurement differences may occur because of:
- Measuring method
- Product material
- Manufacturing process
- Production tolerances
Where dimensions are important for your intended use, please check the measurements listed on the product page before ordering.
Placing an Order
How do I place an order?
To place an order:
- Select the product you want to purchase.
- Choose the applicable size, style, color, quantity, bundle, or other available option.
- Add the product to your cart or proceed to checkout.
- Review your order.
- Enter your shipping and contact information.
- Select an available payment method.
- Review the final order total.
- Complete checkout.
Before submitting your order, please verify your:
- Product selection
- Quantity
- Shipping address
- Email address
- Telephone number
- Payment information
- Final order total
How do I know whether my order was placed successfully?
After successful checkout, an order confirmation will normally be sent to the email address provided during checkout.
If you do not see it, please check your:
- Inbox
- Spam folder
- Junk folder
- Promotions folder
If you still cannot locate the confirmation, contact:
Please provide the name and email address used when placing the order.
I entered the wrong email address. What should I do?
Contact customer service as soon as possible.
Where the order can still be identified and the information can reasonably be updated, we may be able to assist.
Please provide:
- Your name
- Shipping address
- Order details
- Any other information that may help us locate your order
Can I modify my order after checkout?
Contact us as soon as possible if you need to request a change.
Depending on the order status, we may be able to assist with:
- Product variation
- Quantity
- Shipping information
- Contact information
- Other order details
Changes cannot be guaranteed.
Once fulfillment has started, or the order has been packed, transferred to a carrier, or shipped, changes may no longer be possible.
Can I change my shipping address?
If you notice an error in your shipping address, please contact customer service as soon as possible.
If the order has not progressed too far in fulfillment, we may be able to update the address.
Once the parcel has been shipped, address changes or redirection may no longer be possible.
Customers are responsible for reviewing their shipping information before completing checkout.
Can I cancel an order?
Cancellation requests should be submitted as soon as possible.
If fulfillment has not begun, we may be able to assist with cancellation.
Once an order has been processed, packed, transferred to a carrier, or shipped, cancellation may no longer be available.
In that situation, you may need to wait until delivery and request an eligible return under our Return & Refund Policy.
Payment
What payment methods does zoustack accept?
zoustack currently accepts:
- Visa
- Mastercard
- PayPal
- Apple Pay
- Google Pay
Available payment methods may vary depending on:
- Location
- Device
- Browser
- Currency
- Payment-provider eligibility
- Checkout availability
The payment methods available for your order will be displayed during checkout.
Is checkout secure?
Transactions are processed using established e-commerce infrastructure and third-party payment services.
Payment information may be processed directly by the applicable bank, card network, digital wallet provider, or payment processor.
For your security, never send us:
- Full payment card numbers
- CVV or CVC codes
- Banking passwords
- Payment-account passwords
- One-time authentication codes
For order-related payment questions, please provide your order number and non-sensitive transaction information instead.
Why was my payment declined?
A payment may be declined for reasons such as:
- Incorrect payment information
- Billing information mismatch
- Insufficient funds
- Bank security restrictions
- International transaction restrictions
- Payment-provider limitations
- Fraud-prevention checks
- Device or browser issues
Please first verify the information entered during checkout.
If the issue continues, contact your bank, card issuer, or payment provider.
When will I be charged?
For standard online orders, payment is generally submitted when checkout is completed.
The exact timing of authorization, pending charges, settlement, or posting may depend on your bank, card issuer, or payment provider.
How do discount codes work?
If you have an eligible discount or promotional code, enter it in the designated field during checkout.
Apply the code before completing payment.
If the promotion is valid and applicable to your order, the discount should appear in your order summary.
Can I use multiple discount codes?
Unless a promotion specifically states otherwise, multiple discount codes may not be combined.
Promotions may also be subject to conditions relating to:
- Product
- Quantity
- Order value
- Customer eligibility
- Promotion period
- Destination
- Other stated requirements
Shipping and Delivery
How long does order processing take?
Orders generally require up to 5 business days for processing before shipment.
Processing may include:
- Payment verification
- Order confirmation
- Inventory preparation
- Product picking
- Packing
- Shipping-label preparation
- Transfer to the carrier
Business days generally exclude weekends and public holidays.
How long does delivery take?
After an order has been processed and shipped, estimated delivery is generally:
10–20 business days
Delivery times are estimates rather than guaranteed arrival dates.
Actual delivery may be affected by:
- Destination
- Carrier delays
- Customs processing
- Local delivery conditions
- Public holidays
- Severe weather
- Remote locations
- Transportation disruptions
- Incorrect or incomplete delivery information
How much is standard shipping?
Our standard shipping fee is:
US$5.99 per order
A different shipping amount may apply where an eligible promotion is displayed during checkout.
The applicable shipping charge will be shown before you complete your order.
Will I receive tracking information?
Where tracking is available, tracking details will generally be provided after your order has been shipped.
A tracking number may not show movement immediately after it is created.
Please allow reasonable time for the carrier to receive, scan, and update the shipment.
My tracking information has not updated. Is something wrong?
Not necessarily.
Tracking updates may be delayed because:
- A label has been created but the parcel has not yet received its first scan
- The package is moving between logistics facilities
- Tracking systems are updating slowly
- Customs processing is taking place
- The shipment is being transferred to another logistics provider
If there has been no meaningful update for an unusually long period, please contact customer service.
Can one order arrive in multiple packages?
Yes.
Products from the same order may sometimes be fulfilled or shipped separately.
As a result:
- One order may arrive in multiple parcels
- Different parcels may arrive on different dates
- One order may have multiple tracking numbers
If only part of your order has arrived, check all available tracking information before reporting an item as missing.
Why did only part of my order arrive?
Your order may have been divided into separate shipments.
Check your:
- Order confirmation
- Shipping confirmation
- Tracking numbers
- Shipment status
If all parcels have been delivered and an item is still missing, contact customer service.
Tracking says delivered, but I cannot find my package. What should I do?
Please first:
- Confirm that the shipping address on your order is correct.
- Check your mailbox.
- Check your front door or other safe delivery locations.
- Check parcel lockers where applicable.
- Ask members of your household.
- Ask neighbors where appropriate.
- Contact your building reception or property manager where applicable.
- Contact the carrier for available delivery information.
If you still cannot locate the package, contact:
Please provide your order number and tracking number.
Problems With an Order
I received the wrong product. What should I do?
Please contact us as soon as reasonably possible at:
Include:
- Order number
- Product originally ordered
- Product received
- Clear photographs of the product
- Photographs of packaging where relevant
We will review the information and provide the appropriate next steps.
My product arrived damaged. What should I do?
Please contact customer service and provide:
- Order number
- Clear photos of the damaged area
- Photos of the complete product
- Photos of the shipping packaging
- Photos of the shipping label where relevant
- A brief description of the issue
Please keep the product and packaging while your request is being reviewed.
Do not dispose of potentially relevant packaging before the review is complete unless customer service tells you otherwise.
An item is missing from my order. What should I do?
First check whether the order was divided into multiple packages.
If all shipments have arrived and a product is still missing, please provide:
- Order number
- Missing product name
- Quantity missing
- Details of the products received
- Relevant packaging information where applicable
We will review the available order and fulfillment records.
What if I received the wrong quantity?
Contact customer service and provide:
- Order number
- Quantity ordered
- Quantity received
- Photographs where appropriate
Our team will review the order information and advise you accordingly.
Returns
Can I return a product?
Eligible return requests may generally be submitted within:
30 days after delivery
Return eligibility depends on the circumstances of the order and the conditions described in our Return & Refund Policy.
Customers should review that policy before requesting a return.
Do not return a product without first contacting customer service.
How do I request a return?
Contact:
Please provide:
- Order number
- Product involved
- Reason for the return
- Relevant photographs where necessary
- Any other information reasonably required to review the request
If the return is eligible, our customer service team will provide the applicable return instructions.
Where should I send a return?
Do not automatically send a return to our registered business address.
Our registered company address is provided for business identification and transparency.
The correct return location may depend on:
- Product
- Order
- Fulfillment arrangement
- Return reason
- Customer destination
Please contact customer service before sending any product back.
We will provide the applicable return address and instructions where appropriate.
Unauthorized returns or packages sent to an incorrect address may be delayed or may not be processed correctly.
Do I need return authorization or instructions?
Yes.
Customers should contact us before sending a return.
Where return authorization or instructions are required, those instructions should be followed before mailing the parcel.
This helps us identify the return and provide the correct return location.
Refunds
When will my refund be processed?
Once an eligible return has been received, reviewed, and approved, we aim to process the refund within approximately:
7 business days
After the refund has been issued by zoustack, your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.
The exact posting time depends on the financial institution or payment provider.
How will my refund be issued?
Approved refunds are generally returned to the original payment method used for the purchase.
Depending on your original transaction, this may include:
- Visa
- Mastercard
- PayPal
- Apple Pay
- Google Pay
Where applicable circumstances or law require a different method, another refund arrangement may be used.
Why has my refund not appeared yet?
If we have confirmed that the refund was issued but the funds have not appeared in your account, your bank or payment provider may still be processing the transaction.
Processing times after issuance are controlled partly by the relevant financial institution.
If necessary, contact your bank, card issuer, or payment provider for more information.
Customer Accounts and Website Use
Do I need an account to place an order?
Account requirements depend on the checkout options currently available on the website.
Where guest checkout is available, you may be able to place an order without creating a customer account.
Please make sure the contact information entered during checkout is accurate so you can receive important order communications.
What should I do if I have trouble using the website?
If you experience a technical issue, try:
- Refreshing the page
- Checking your internet connection
- Using an updated browser
- Clearing browser cache
- Trying another browser
- Trying another device
If the issue continues, contact customer service and describe the problem.
Screenshots may be helpful when reporting a website issue.
Contact zoustack
If you need assistance with products, orders, payments, shipping, delivery, returns, refunds, or another store-related matter, contact us using the information below.
Customer Service Email:
service@zoustack.com
Customer Service Phone:
+1 310-390-9543
Customer Service Hours:
9:00 AM – 6:00 PM Pacific Time
For order-related inquiries, please include your order number whenever possible.
Company Information
zoustack is operated by Henan Wanshanghui Technology Co., Ltd.
Store Name:
zoustack
Operating Company:
Henan Wanshanghui Technology Co., Ltd.
Legal Representative:
He Jianfeng
Company Type:
Limited Liability Company
Registered Address:
China, Henan Province, Zhengzhou City, Xinzheng City, Mengzhuang Town, Chenghouma Village, South Side of Yuanmeng Highway, Hengsheng Changtai Logistics Park, Comprehensive Building, 1st Floor, East Side, Room 01
Customer Service Email:
service@zoustack.com
Customer Service Phone:
+1 310-390-9543
Customer Service Hours:
9:00 AM – 6:00 PM Pacific Time
The registered business address above is provided for company identification and transparency.
It should not automatically be used as a product return address.
Please contact customer service and obtain the applicable return instructions before sending any product.
zoustack is operated by Henan Wanshanghui Technology Co., Ltd.