We recommend reading this page from beginning to end, as it will help you make informed purchasing decisions.

ZoeDIY Order Support

Out-of-Stock Order Options & Compensation

Choose how ZoeDIY should handle a limited-run item if it becomes unavailable during order processing.

Important before checkout

Selecting an option is optional. If you do not select Option A, B, or C before checkout, your order will automatically be handled under Option B — Refund the Unavailable Item.

We recommend Option A because it provides the highest level of compensation.

Why Options A and B can help your order move faster

The purpose of Options A and B is to keep your order moving without waiting for additional customer confirmation. Once an unavailable item is confirmed, Option B—and Option A when a suitable same-type replacement is available—can generally be completed and released for shipment within 1–3 business days, with the fastest cases leaving within 1 business day.

Receiving your order sooner allows you to begin selling the products or using them in DIY projects earlier. It can also help you move more quickly into your next round of new-product purchasing, supporting a healthier purchasing and inventory cycle. We believe this is a practical compromise that benefits both you and ZoeDIY.

Why this policy exists

This policy applies only to selected limited-run standard styles, not to every ZoeDIY product or every order. In fact, many products are in stock, and only a small portion of limited-run standard styles may remain available for checkout during a temporary stock gap. We work to keep as many products as possible available for normal shipment without requiring any out-of-stock handling.

ZoeDIY original-design collections are maintained as ongoing product lines and are continuously produced and restocked. By contrast, some standard, seasonal, trend-led, or externally sourced styles may be produced in limited quantities and may not be reproduced after selling out.

Temporary availability gaps are a normal characteristic of the fast-moving DIY craft-supply market, not a ZoeDIY-specific problem. Long-time industry participants are generally familiar with this reality and understand the importance of rapid new-product rotation in keeping the market active and product selections fresh.

We continue expanding stable in-stock selections while introducing new limited-run designs. For the best selection, we recommend checking New Arrivals regularly, as newly released limited-run products often have their strongest availability during the first 24 hours after release.

At a glance

Order factWhat it means
Most products are not affectedThe policy applies only to selected limited-run standard styles. Many products are in stock.
Most in-stock orders ship quicklyIn-stock orders usually ship within 1 business day; during high order volume, picking may take up to 3 business days.
Options A and B avoid response delaysAfter an unavailable item is confirmed, these paths can generally be completed within 1–3 business days when an appropriate Option A replacement is available.
Option C may take longerWaiting for customer confirmation may extend total processing to as long as 6 business days.

Choose one of three out-of-stock options

Recommended — Highest compensation

Option A — Replace It with the Closest Similar Item

Choose Option A if you authorize ZoeDIY to replace an unavailable item without contacting you first, provided that a suitable replacement meets the required product and compatibility standards.

We will look for a replacement that has:

  • The same product type and primary use;
  • The same or an appropriately equivalent material;
  • Compatible size, hole size, opening, connection, or other key interface requirements;
  • A comparable pack quantity;
  • An equivalent price level;
  • The closest reasonably available color, theme, design, finish, and overall appearance.

You will not be charged more for an approved replacement. If the confirmed replacement costs less than the unavailable item, we will refund the price difference.

Exact color, pattern, design, finish, or appearance cannot be guaranteed. Product type, material, function, size, and key compatibility requirements take priority.

We will not replace an item with a different product category without your approval.

Option A compensation

Option A includes both forms of compensation:

  1. A direct goodwill refund equal to 5% of the actual amount paid for all unavailable items in the order; and
  2. One percentage discount voucher for a future order:
Total actual amount paid for unavailable itemsFuture-order voucher
US$50 or less3%
More than US$50 and up to US$1004%
More than US$1005%

For non-US-dollar orders, the US$50 and US$100 thresholds are calculated using the live exchange rate available when the compensation is processed.

The 5% goodwill refund is separate from any price-difference refund. A lower replacement price does not reduce or replace the additional 5% compensation.

If no suitable Option A replacement is available

If we cannot find a suitable same-type replacement at an equivalent price level, we will contact you before changing the product category or making another material change.

If you choose a refund, or if we do not receive your reply within 3 business days, the unavailable item will be refunded. Your Option A compensation will remain unchanged: the additional 5% direct refund and the applicable 3%–5% future-order voucher will still apply.

Default if no option is selected

Option B — Refund the Unavailable Item

Choose Option B if you want ZoeDIY to refund an unavailable item automatically without making a replacement.

Under Option B:

  • The unavailable item is refunded based on the actual amount paid;
  • No substitute is made;
  • The remaining available items are shipped;
  • You receive one 3% future-order discount voucher.

Option C — Contact Me First

Choose Option C if you want ZoeDIY to contact you before replacing or refunding an unavailable item.

Under Option C:

  • We pause the order after confirming that an item is unavailable;
  • We contact you through the email address associated with the order;
  • When available, we may include an actual photo of a proposed replacement;
  • You may choose replacement or refund;
  • The compensation remains one 1% future-order discount voucher, whether you choose replacement, choose a refund, or do not reply before the deadline.

Why Option C has a lower voucher

Option C provides greater control over the final decision, but it requires additional manual coordination among our market-purchasing, warehouse packing, and customer service teams.

The process may involve repeated product searches, inventory checks, warehouse handling, photography, customer communication, and repacking. A proposed replacement may also be available when we first contact you but sell out while we wait for a response.

The lower 1% voucher reflects these additional handling, time, and communication costs while preserving your right to make the final decision.

Option C may delay shipment

Option C may add up to 3 business days while we wait for your reply, extending total order processing to as long as 6 business days.

To avoid split shipments and repeated handling, the entire order may be held during the response period.

If we do not receive your reply within 3 business days:

  • The unavailable item is refunded;
  • No replacement is made;
  • The remaining available items are shipped;
  • The Option C 1% voucher still applies.

A reply received after a refund or shipment has been completed may not be able to reverse the completed action.

How multiple unavailable items are handled

Your selected option applies to all unavailable items in the same order.

  • Option A’s 5% direct refund is calculated from the combined actual amount paid for all unavailable items;
  • The Option A voucher tier is based on the same combined amount;
  • Option B provides one 3% voucher for the affected order;
  • Option C provides one 1% voucher for the affected order;
  • Multiple unavailable items do not create multiple out-of-stock compensation vouchers.

What “actual amount paid” means

The actual amount paid is the merchandise amount charged for the unavailable item after product-level and order-level discounts have been applied.

It does not include:

  • Shipping charges;
  • Taxes;
  • Duties;
  • Customs charges;
  • Other non-merchandise fees.

Refunds are processed in the order currency and rounded to the smallest unit of that currency.

For Option A, any replacement price difference is refunded separately. The additional 5% goodwill refund is calculated from the original actual amount paid for the unavailable item.

Future-order voucher terms

All Option A, B, and C vouchers are percentage discount codes for a future order.

  • No minimum purchase;
  • No expiration date;
  • No maximum discount amount;
  • Single use only;
  • Issued only to the customer who placed the affected order;
  • Not transferable;
  • One out-of-stock compensation voucher per affected order;
  • Only one out-of-stock compensation voucher may be used on a future order;
  • May be combined with other eligible offers where Shopify checkout permits;
  • Cannot be exchanged for cash.

Vouchers are created manually and sent from order@zoediy.com after the out-of-stock handling decision is confirmed.

Processing and email timeline

1

Standard order picking

In-stock orders usually ship within 1 business day. During high order volume, picking may take up to 3 business days.

Saturdays and Sundays are not counted as business days.

2

After an unavailable item is confirmed

Option B—and Option A when a suitable replacement is available—can generally be completed and released for shipment within the following 1–3 business days.

When no suitable Option A replacement is immediately available, we will contact you before changing the product category or making another material change.

3

Option C response period

Option C may add up to 3 business days for customer contact and response, extending total processing to as long as 6 business days.

4

Refund and email timing

Refunds are initiated by ZoeDIY within the applicable processing period. The time required for the funds to appear in your account depends on your bank or payment provider.

Out-of-stock notices, replacement information, available replacement photos, processing confirmations, and vouchers are sent from: order@zoediy.com

If more than 5 business days have passed, your order has not shipped, and you have not received an email, check your spam or junk folder. Contact us if no message is found.

When out-of-stock compensation applies

This policy applies only when ZoeDIY confirms during order picking that an ordered item cannot be provided.

It does not apply to:

  • Customer-requested cancellations;
  • Customer-requested product changes;
  • Address or payment problems;
  • Normal returns;
  • Refused deliveries;
  • Damage or loss during shipping;
  • Products that can ultimately be supplied normally;
  • Other non-inventory-related after-sales issues.

Shipping damage, loss, returns, and other after-sales matters are handled under their applicable policies.

Contact ZoeDIY Order Support

For questions about an out-of-stock notice, replacement, refund, voucher, or delayed order:

Email: order@zoediy.com

Email Order Support Review Your Cart Options View FAQ Page View Shipping Page

Frequently Asked Questions

Does this policy mean every product may be unavailable?

No. It applies only to selected limited-run standard styles. Many products are in stock and ship normally.

Do I have to select an option before checkout?

No. Selecting A, B, or C is optional. If no option is selected, Option B applies automatically.

Which options usually avoid additional response delays?

Options A and B. Option A can proceed without contacting you when an appropriate same-type replacement is available, while Option B automatically refunds the unavailable item.

Which option provides the highest compensation?

Option A: a direct 5% goodwill refund plus a 3%–5% future-order voucher.

Can you guarantee an exact Option A color or design match?

No. We prioritize product type, material, function, size, pack quantity, price level, and compatibility before choosing the closest available appearance.

What happens if no suitable Option A replacement exists?

We contact you before changing the product category. If you choose a refund or do not reply within 3 business days, the item is refunded and Option A compensation still applies.

Why does Option C provide a 1% voucher?

It requires additional purchasing, warehouse, photography, communication, inventory-checking, and repacking work, while a proposed replacement may sell out during the response period.

What happens if I choose Option C and do not reply?

After 3 business days, the unavailable item is refunded, no replacement is made, the remaining items are shipped, and the 1% voucher still applies.

How is compensation calculated when several items are unavailable?

The selected option applies to all unavailable items. Option A uses their combined actual amount paid, and each affected order receives only one out-of-stock voucher.

What should I do if my order has not shipped?

After more than 5 business days, check for an email from order@zoediy.com, including your spam or junk folder. Contact us if no message is found.