Frequently Asked Questions
Shopping/Searching for Products
Custom Product Needs
Ordering Products on the Store
The Checkout Process
Order Confirmations/Order Status/Tracking
Changes to Orders/Expediting Orders
Returns
Cancellation Policy
Shopping/Searching for Products
Q: What is the difference between the “1 Piece Minimums” and "Product Selection” sections of the drop down menu on the left?
A: The “1 Piece Minimums” section contains core products that are warehoused at the Zorch fulfillment center. These items are already imprinted with your logo and are able to ship out within 24 business hours. If you need to make a personal purchase or order last minute items for a meeting or event, this category should be utilized.
The "Product Selection” section includes products that are imprinted after they’re ordered. A few benefits of ordering from the Product Selection section include a larger product selection, the ability to customize an imprint, and lower prices. Products in this category usually take 5-10 days to produce and ship directly to you from the manufacturing facility. Plan ahead and save money by ordering from this section of the store. The production time (a.k.a. “Lead Time”) for each product is specified on the store.
Q: How can I find a specific product on the eStore?
A: There are two ways to find an item on the eStore. You can use the drop down menu on the left hand side of the screen to navigate through the different sections of the store OR you can use the search function at the top of the page. Use the search field to search for general products or keywords or click on “Advanced Search” to search by product code, price range, category, imprint method, product color or size.
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Custom Product Needs
Q: What if I can’t find what I’m looking for on the estore?
A: Please click on the “Request Quote” link on the top navigation of the store. Please fill out the online form with as much detail as possible. Within 24-48 hours, we will contact you with product ideas and pricing. If you like the items presented, the product(s) will be posted on the store within one business day for you to order.
Q: How do I find out the status of my quote request?
A: You will receive a response from our sourcing team within 24 hours upon submission of the quote. To request a status update, please email chevron@zorch.com .
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Ordering Products on the Store
Q: Why can’t I order less than the minimum quantity listed on the store? What if I only need a few of the item?
A: There is a minimum quantity that each manufacturer will run for every product in their line. We have strategically partnered with a large number of suppliers who have reduced the minimum quantities for your program. If you have questions about the minimum on a particular product, please e-mail chevron@zorch.com. We will check to see if the minimum quantity can be reduced or help you find an alternative item.
Q: Why won’t the store allow me to pick an earlier preferred delivery date?
A: The store will not allow you enter a delivery date less than 13 business days away (to account for production and shipping time). Your actual delivery date is determined by the Lead Time that is found within product descriptions plus shipping/transit time to your delivery location. If the lead time for the item you are ordering indicates that you are able to receive the item sooner, and you need them for a specific event/date, please enter that date in the “Additional Requirements” box before checking out.
For additional assistance, please call or email the help desk – chevron@zorch.com. Please note - all In-Stock items ship within 24 business hours.
Q: What if I need something to arrive tomorrow?
A: If you order from the In-Stock section of the Store, and select Overnight Shipping, your order will ship out within 24 hours. Please email chevronotc@zorch.com to make sure that the order is processed immediately. For additional assistance, please call or email the help desk – chevron@zorch.com.
The Checkout Process
Q: Why won’t the store accept my shipping address?
A: Please make sure your full address has been entered in the shipping fields provided including company name, contact name, street, city and state. Also make sure your ship to country has been selected from the drop down.
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Order Confirmations/Order Status/Tracking
Q: Can I get an emailed copy of my order confirmation?
A: Yes, after submitting your order, an order confirmation will be emailed to you automatically. You should receive your emailed order confirmation within a few minutes of placing your order.
Q: When will my order ship?
A: After we receive your order, the supplier will contact you via email acknowledging receipt of your order and will provide an estimated ship date based on the product and quantity you have ordered. All In-Stock items ship within 24 business hours.
Q: How can I check to see if my order shipped?
A: Please visit the “My Account“ section of the store. Click on “Order Status.” Your order status and tracking numbers (if available) are provided for you. If you have any additional questions, please email chevron@zorch.com.
Q: Why did my order come in separate shipments?
A: The many products available on the store are produced by a number of different manufacturers. Therefore, if you order several different items from the store, there is a good chance that these items will be produced in different manufacturing facilities. Each facility will ship your order directly to you as soon as it’s complete; resulting in several sets of shipments for the order.
Note – the majority of our In Stock collection will ship from our warehouse in Ohio.
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Changes to Orders/Expediting Orders
Q: How can I make a change to an order I’ve already submitted?
A: Please send the change request, along with your order number, to chevronotc@zorch.com. We can work with you from there.
Q: How do I expedite an order I’ve already submitted?
A: Please send your request to chevronotc@zorch.com and we will make every effort to accommodate your needs.
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Returns
Q: How do I return an item?
A: Please send your request via email to chevronotc@zorch.com . We will respond within 24 hours to help you complete the process. Please be aware of our Returns Policy before requesting your return.
If you have any additional questions, please email chevron@zorch.com
Cancellation Policy
Q: What is your cancellation policy?
A: Your order has been sent to the supplier for processing and fulfillment. If for any reason you need to cancel your order please contact us immediately. In some cases, your order may be cancelled without incurring any charges. In such cases where work has been completed on your order you may be required to cover the cost for any proofs, samples or work completed.
Q: What if I need to change the artwork for my order?
A: Artwork can be changed anytime prior to your approval of the final paper or product proof. Please note that Zorch cannot guarantee that we will be able to update your artwork files after your paper or product proof has been approved. To expedite your request, we encourage you to call Zorch immediately.
Q: Can I change the quantity of items I ordered?
A: Although Zorch will try to accommodate any changes to your order, we can not guarantee that we will be able to update quantities to your order. Our ability to change quantities will be based on the status of your order. In addition, you could incur an additional cost to change your order quantity. To expedite your request, we encourage you to call Zorch immediately.