Store FAQ

Last Updated: May 24, 2023
  • Shipping & International Customer Policies
    We generally ship out orders within 1-5 days, however depending on your country location it would take the appropriate time to deliver. We ship via DHL Express or Amazon Shipping, and tracking numbers are provided via email once the order ships. Local orders in Sri Lanka generally take 3-4 days with local delivery Domex service.
    ZIMETRA will be closed for deliveries on any international and local Holidays due to delivery services not operating, so any new orders placed in that time frame will not be shipped until the delivery staff and the ZIMETRA staff have returned to the office. 
    However please make a note that for international carriers there are many more factors which can slow delivery such as customs, so we cannot guarantee international deliveries will arrive by a specific date or in time for the holidays. We are sorry for the inconvenience. In some cases, international orders can take weeks or even a month to arrive due to customs or local mail services. If it has been longer than two months from your international order and you have not received the package, something is definitely wrong and you should contact us at admin@zimetra.com
    • Pricing and Currency Conversions

    All prices in the ZIMETRA store are always displayed in US Dollars (USD). As a result, International customers may see a difference in the total listed on their purchase and what is actually charged on the credit card. The discrepancy in the total paid and total charge includes a currency conversion fee (from original currency of the card holder to US Dollars) and/or a foreign transaction fee.

      • Currency conversion fees are based off of the daily conversion rate and when the transaction is settled.
      • Foreign transaction fees are charged on credit card transactions outside the country where the card was issued. Please contact your credit card company to learn more about their foreign transaction fees.

    • International Customs
    We would like our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities. Furthermore, to facilitate Customs clearance and to comply with local laws we may provide limited order, shipment, and product information to our international carriers and such information may be communicated by the carriers to Customs authorities.
    • Custom Fees and VAT

    When shipping goods to other countries, custom duty and import VAT may be applied on goods. The amount of customs duty is hard to predict as it is assessed at the point of entry of the destination country. Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country. This may result in you having to pay additional charges which are not included in the total price displayed at checkout. The buyer is expected to pay these additional costs (including but not limited to duties, taxes, and customs clearance feeds).

    Please note that ZIMETRA is not responsible for the collection or determination of any custom duties or import VAT costs. As the threshold for such charges may vary from country to country, please contact your local customs/tax office for further information.

     

    • Ebook/Audio Book Downloads

    If ordered Ebook via ZIMETRA website, after ordering an Ebook or audiobook, you will be taken to a page to download the files immediately after the order. You will also receive a confirmation email that contains links to the files. If you chose to register an account at time of checkout, you can also log into the Button Poetry website to access your downloads in the ‘My Account’ area found under the store menu.

    If ordered Ebook via Amazon, then you will receive instantly the Ebook version to your kindle.

    Certain email domains appear to have trouble with the confirmation emails. Check your spam filters, and if you did not receive a confirmation email and were not able to download the files, please contact admin@zimetra.com.

     

    • Gift Card Support

    If you are experiencing any difficulties while checking out with your gift card: please be sure to include your order number, specific gift card number, and email admin@zimetra.com.

     

    • Return and Cancellation Policies 
    Refunds - We do not accept refunds at any particular time, unless you have a faulty or damaged product delivered from our end. You must email admin@zimetra.com with your refund request along with images of your damaged product within 30 days of receipt, to inform us that you are returning the item.
    • Please note that we have no control of the handling of shipping/delivery/customs of the product, and that we take no responsibility of damages that they themselves have caused upon the product. We do however take into consideration if the damage is high and is in a state that it cannot be used, then we will refund or re-deliver same product to you without additional cost.
    • To get an address for returning your faulty products contact admin@zimetra.com.
    • We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return.
    • We also do not make refunds for Ebooks at any particular time as they are digital products and if in any case, a link or the document is not working you can contact admin@zimetra.com and request a new link for the digital product.

    Changes to a Pending Order - We cannot change orders for customers. We will cancel your order and you may place a new order with the correct items. 

    If you need to add, remove, or replace an item, please contact us via email on admin@zimetra.com to cancel your order before it is shipped and within 48 hours of placing it and place a new order with the desired items. If your order has already been shipped, then we cannot make any changes to your order.

    Multiple orders, even if placed on the same day, cannot be combined.

    Changes to a pending order’s shipping address - We ship orders to the address provided in the order. If you need to change the shipping address of a placed order, please contact admin@zimetra.com to cancel your order, and then place place a new order with the correct address. For the security of our customers, we do not adjust or alter shipping addresses after a transaction has been completed.

    Splitting a Shipment - Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, you will need to place a separate order for each shipping address.

    Canceling an Order - Orders may be cancelled within 48 hours of original order or until the order is shipped, whichever happens first. To cancel your order, contact admin@zimetra.com. If notice of cancellation is given after a shipping email is sent to you notifying that its in the mail, the order cannot be cancelled since its already in the mail.