Frequently Asked Questions

Unfortunately as our products do not come with any warranty provided, in the case of any defective items a 50% refund in store credit will be given.

Do take note that proof of the defect has to be provided within 48 hours of the delivery date for us to process this accurately.

Do not hesitate to reach out to us at support@zenintcg.com if you require assistance on this.

Unfortunately, we have a no-return policy, and any fees for a return will be borne by the consumer in any such attempt.

Thank you for your understanding.

If you would like to cancel your order, do write in to us @support@zenintcg.com or our chat box!

Any cancellation of orders or items will be approved within 24-hours from purchase.

Please be informed, however, that anything after that point will be subject to a 10% transaction fee.

Do take note that we are unable to cancel orders once they have been fulfilled.

Due to our local shipping rules along with that of the fulfilment center, the receiver will have to pay for any additional taxes upon delivery by their own local postal service.

Should you like to inquire if your order has any tax and duties due or the amount due, do not hesitate to reach out to us directly.

Unfortunately, you will not be able to stack multiple discounts on the checkout page.

Should you have already purchased a bundle deal or promo deal, you will not be able to add another discount on top of that.

We recommend selecting the discount that provides the highest savings at any point when placing an order.

Do take note that all discount codes redeemed via loyalty points are not able to be reverted back into points.

When ordering different items, do take note they might have different release dates.

Do take note that our orders are shipped only once all items included are released.

Example:

Item 1 releases in July

Item 2 releases in June

Item 3 releases in September

The order will thus be shipped in September.

We would also like to seek your understanding that as a small business, we are not always able to receive stock on their exact release date.

Do refer to their respective titles for the estimated shipping range.

Example:

Item name [PRE-ORDER] (NOV-DEC22)

The (NOV-DEC22) will represent that we will only be able to ship the item out within November and December of 2022 upon receiving our stock.

Once orders have been processed by the Fulfilment Center, a shipping notificaiton will be sent to you.

Do take note that this does not mean the parcel has already been dispatched overseas, but has been queued for packing instead.

Do allow the fufilment center some time to pack all orders, and the tracking will be automatically updated once your parcel has been packed and handed over to the couirer.

The delivery estimate shown on the checkout page is only once the parcel has been dispatched overseas, and does not include processing and packing time.

We look to you for your patience and understanding on certain delays due to reasons that may be out of our control at times.

As some delivery methods only provide limited tracking, if you suspect your package to be lost/stolen, do not hesitate to contact us via any platform immediately.

Do take note that proof of a missing/stolen parcel must be provided in order for us to launch an investigation with the courier services, and that such investigations might take up to 12 weeks before any results.

If Shipping Protection was purchased, a claim can be submitted immediately. Do read the relevant FAQ for more info.

If Shipping Protection was not purchased, we will not be liable for lost, damaged, or stolen orders.

In the case of returned parcels, do take note a reshipment fee will be incured for the following cases;

(1) Inaccurate/Incomplete delivery address

(2) Unclaimed parcels

(3) Unpaid customs tax/courier handling fees

Alternatively, we do reccommend reaching out to your local postal services to request an update in delivery address to attempt another delivery.

Do not hesitate to contact us at support@zenintcg.com should you require assistance on any of the above matters.

Yes changing your delivery address is definitely possible!

Do take note that we will be unable to update any addresses once orders have been processed. Kindly inform us promptly of any such changes to prevent any inaccurate deliveries.

Just write in to us using the store chat or support@zenintcg.com should you require assistance with this!

Shipping Protection is a service that you can select to 100% guarantee & protect your order from damage, loss, or theft during checkout. 

Kindly take note that by deselecting shipping protection, we will no longer be liable for lost, damaged, or stolen orders.

Here is what is covered by the Shipping Protection;

(1) In the event of a Lost/Stolen Parcel, your order will be insured in full.

(2) In the event of any damaged items, the damaged items will be insured in full. Do take note that proof of the damages along with pictures of the original packaging have to be provided. 

Should you have to file a claim under the Shipping Protection, do write in to us at support@zenintcg.com within 30 days of the latest trakcing update in the format 'Order #xxxx: Shipping Protection Claim'.

In the case of returned parcels, do take note they are not covered by the Shipping Protection, you may reach out to us at support@zenintcg.com for such cases instead.