Shipping, Returns and Refunds

Last Updated: November 16, 2026

We strive to provide an unparalleled online shopping experience from the time you complete your purchase to the moment your order arrives at your door. Here is what you can expect when shopping at ZOLEO.com.

1. Free Ground Shipping*

We offer a wide range of shipping options to meet your specific needs. All online orders are eligible for free ground shipping to the continental US and Canada. Simply select the “Free Ground Shipping” option during checkout and you’re all set. Orders will be shipped next business day.

If you require expedited shipping, please contact our team directly. Rushed shipping is available for an additional cost.

2. Returns Policy

If you need to return an item it’s no problem. Simply ship the unopened item back to us within 30 days from the original date of purchase for a full refund. Please be aware that we can’t accept returns on orders over 30 days, or on orders that have been opened. Product returns must be unused, not activated and in their original packaging including any parts or accessories. There’s a 15% restocking fee for returned items, so your account will be credited 85% of the item price. Refunds should be processed within 14 days after receiving the returned products

If you purchased a ZOLEO prepaid bundle, you have 90 days from the original date of purchase to request a refund, as long as your redemption code hasn’t been used. You can return the whole bundle, or keep your ZOLEO product and get a refund for just the prepaid service. Your redemption code does not expire, but refunds aren’t available after 90 days. 

To return the whole bundle, simply ship the ZOLEO product back to us. It must meet the same return conditions as other items, except that you have 90 days instead of 30. The 15% restocking fee applies to the ZOLEO product, your prepaid service is refunded in full, and your redemption code is cancelled. 

If you’d like to keep your ZOLEO product, we’ll refund your prepaid service in full with no restocking fee and cancel your redemption code. You can still activate your ZOLEO product later on a monthly plan. 

If you still have an unused redemption code, you can’t return your ZOLEO product on its own. To return it, return the whole bundle. Once your redemption code has been used, the ZOLEO product and the prepaid service can’t be returned or refunded. If you have an issue with your ZOLEO product after that, you may make a warranty / repair claim (see section 7). Prepaid bundle refunds go to the buyer’s original payment method.

To request a return or refund for purchases at ZOLEO.com, please click here

If you receive a damaged product, we’ll get that taken care of. You simply need to contact Customer Service to request a repair and maintenance (RMA) number before you return it. We will not accept return of damaged goods without an RMA number, so please call.

ZOLEO products purchased at another retailer should be returned to the original point of purchase. Return policies and restocking fees may vary for each retailer. Please contact them for more details.

3. Order Tracking

When your order has been shipped, you will be sent an email confirmation allowing you to track its delivery. If your order includes a prepaid bundle, you will also be sent a separate email with your redemption code when your order has been shipped. In the unlikely event of delays or backorders, we’ll make every effort to contact you by phone or email. If an item is back ordered, you’ll have the option to wait for the item, choose an alternative product or cancel your order.

4. Delivery Dates

ZOLEO ships using all major couriers, including UPS and FedEx. While we strive to ensure timely delivery, we cannot guarantee delivery dates due to factors beyond our control such as extreme weather or carrier delays.

5. International Shipments

To place an international order, please get in touch with our support team. Contact ZOLEO

Shipments outside of Canada or the US - Local country compliance.

For all international shipments outside of Canada or the US, the customer is responsible for ensuring their product purchase complies with local country regulations.. ZOLEO will not be held responsible for any products that fail to meet local country requirements and/or have been held by local country authorities

Shipments outside of Canada or the US - Import requirements including customs and brokerage fees, duties, and taxes

For all international shipments outside of Canada or the US, the customer is responsible for ensuring their product purchase complies with local country regulations.. ZOLEO will not be held responsible for any products that fail to meet local country requirements and/or have been held by local country authorities

Travelers are advised to contact local consulate or customs office for information on any restrictions which may prohibit import or use.

6. Important Information

  • Orders on new accounts require a confirmed Shipping Address that matches the Billing Address of the credit card used for the purchase, or a PayPal-registered address.
  • All orders shipped to residential addresses require the signature of an adult.
  • Packages may not be rerouted or picked up to or from other locations including carrier shipping offices or hubs.
  • We are not able to ship phones or hardware to PO Boxes, APO/FPO or commercial mailboxes. In-store or office pickup is not available.

7. Warranty / Repair

If you have any other issues with your ZOLEO product, you may make a warranty / repair claim here.