Why this policy exists
This policy applies only to selected limited-run standard styles, not to every ZoeDIY product or every order. We work to keep as many products as possible in stock so that available orders can be shipped normally without any out-of-stock handling.
ZoeDIY original-design products are continuously produced and restocked and are not affected by this limited-run out-of-stock policy. The situations described on this page mainly concern fast-moving standard, seasonal, trend-led, or externally sourced styles that may be produced in limited quantities.
Temporary availability gaps are a normal industry characteristic of the fast-moving DIY craft-supply market, not a ZoeDIY-specific problem. We continue expanding stable in-stock selections while also introducing new limited-run designs.
For in-stock orders, we usually ship within 1 business day. When order volume is high, order picking is normally completed within 3 business days. Final availability is confirmed during picking, and many newly released limited-run products have their strongest availability within the first 24 hours after release.
At a glance
| Order fact | What it means |
|---|
| Most in-stock orders ship within 1 business day | When order volume is high, order picking is normally completed within 3 business days. |
| ZoeDIY original-design products are ongoing lines | They are not part of this limited-run out-of-stock situation. |
| Not every product is affected | We work to keep more products available for normal shipment, while some limited-run standard styles may sell out quickly. |
| Best availability is often within the first 24 hours | Newly released limited-run styles can sell quickly because this is a normal industry pattern. |
Choose one of three out-of-stock options
This handling policy applies only if a limited-run standard item becomes unavailable during order processing. It does not mean every order or every product will experience an out-of-stock issue.
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 is:
- The same product type;
- Intended for the same primary use;
- Made from the same or an appropriately equivalent material;
- Compatible in size, hole size, opening, connection, or other key interface requirements;
- Comparable in pack quantity;
- At an equivalent price level;
- As close as reasonably possible in 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, design, finish, pattern, or appearance cannot be guaranteed. Product type, material, function, size, and key compatibility requirements take priority.
We will not automatically replace an item with a different product category. A cross-category replacement requires customer approval.
Option A compensation
Option A includes both forms of compensation below:
- A direct goodwill refund equal to 5% of the actual amount paid for all unavailable items in the order; and
- One percentage discount voucher for a future order, based on the total actual amount paid for all unavailable items:
| Total actual amount paid for unavailable items | Future-order voucher |
|---|
| US$50 or less | 3% |
| More than US$50 and up to US$100 | 4% |
| More than US$100 | 5% |
For orders placed in a non-US-dollar currency, the US$50 and US$100 thresholds are determined using the live exchange rate available when the compensation is processed.
The 5% direct 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 ultimately choose a refund, or if we do not receive your reply within 3 business days, the unavailable item will be refunded. Your compensation will still remain under Option A: 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 any 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 2% future-order discount voucher.
If you do not select any option before checkout, Option B applies automatically.
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 a suitable replacement is available, we may include an actual photo of the proposed replacement;
- You may choose replacement or refund;
- Whether you ultimately choose replacement, refund, or do not reply before the deadline, the compensation remains one 1% future-order discount voucher.
Why Option C has a lower voucher
Option C gives you more control over the final decision, but it also requires additional manual coordination across multiple roles, including our market-purchasing team, warehouse packing team, and customer service team.
This option can involve repeated product searches, inventory checks, warehouse handling, photo confirmation, customer communication, and repacking. A proposed replacement may be available when we first contact you but sell out while we wait for a reply. The lower 1% voucher reflects these additional handling, time, and communication costs while preserving your right to decide.
Option C may delay shipment
Most in-stock orders usually ship within 1 business day. When order volume is high, picking may take up to 3 business days. Option C may then add up to 3 more business days while we wait for your reply, so total processing may be 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 compensation remains the 1% future-order voucher.
A reply received after a refund or shipment has already 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.
- Under Option A, the 5% direct refund is calculated from the combined actual amount paid for all unavailable items.
- Under Option A, the 3%–5% voucher tier is also determined from the combined actual amount paid for all unavailable items.
- Under Option B, one 2% voucher is issued for the affected order.
- Under Option C, one 1% voucher is issued for the affected order.
- Multiple unavailable items in one order 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.
If an Option A replacement costs less, the price difference is refunded first. The additional 5% Option A refund is then calculated separately 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 is required;
- No expiration date applies;
- No maximum discount amount applies;
- Each voucher is single-use;
- The voucher is issued to the customer who placed the affected order;
- The voucher is not transferable;
- Each affected order receives only one out-of-stock compensation voucher;
- Only one out-of-stock compensation voucher may be used on a future order;
- The voucher may be combined with other eligible offers where Shopify checkout permits the combination;
- The voucher is not cash and cannot be redeemed 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
For in-stock orders, we usually ship within 1 business day. When order volume is high, order picking is normally completed within 3 business days. Saturdays and Sundays are not counted as business days.
2
After an unavailable item is confirmed
If an unavailable item is confirmed during picking, replacement, refund, and compensation handling is normally completed within the following 1–3 business days after the standard picking period.
For Option C, the additional one-to-three-business-day period may be used to contact you and wait for your response. This is why Option C may extend total order processing to as long as 6 business days.
3
Refund and email timing
Refunds are initiated by ZoeDIY within the applicable processing period. The time required for the refund to appear in your account depends on your bank or payment provider and may be longer.
Out-of-stock notices, replacement information, replacement photos when available, processing confirmations, and vouchers are sent from: order@zoediy.com
If more than 5 business days have passed and your order has not shipped, and you have not received an email from us, please check your spam or junk folder. If no message is found, contact us so we can verify your order status.
When out-of-stock compensation applies
This policy applies only when ZoeDIY confirms during order picking that an ordered item cannot be provided.
Out-of-stock compensation does not apply to:
- A customer-requested cancellation;
- A customer-requested product change;
- Address problems;
- Payment problems;
- A normal return;
- A refused delivery;
- Damage or loss during shipping;
- A product that can ultimately be supplied normally;
- Any non-inventory-related after-sales issue.
Shipping damage, loss, returns, and other after-sales matters are handled under their applicable policies.
Frequently Asked Questions
Does this policy mean every product may be unavailable?
No. This policy applies only to selected limited-run standard styles. ZoeDIY original-design products are continuously produced and restocked and are not affected by this limited-run out-of-stock policy. We work to keep more products in stock so available orders can ship normally.
Do I have to select an option before checkout?
No. Selecting Option A, B, or C is optional. If no option is selected, Option B applies automatically: the unavailable item is refunded, no substitute is made, the remaining items are shipped, and a 2% future-order voucher is issued.
Which option provides the highest compensation?
Option A. It includes a direct 5% refund based on the actual amount paid for unavailable items, plus a 3%–5% future-order voucher.
Will I be charged more for an Option A replacement?
No. ZoeDIY looks for a same-type replacement at an equivalent price level. You will not be charged extra. If the replacement costs less, the difference is refunded.
Can you guarantee an exact color or design match?
No. We prioritize the same product type, material, function, size, pack quantity, and key compatibility requirements. We then select the closest available color, theme, finish, and appearance, but an exact match cannot be guaranteed.
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 unavailable item is refunded. The Option A compensation still applies.
Why does Option C provide only a 1% voucher?
Option C requires additional purchasing, warehouse, and customer-service work, repeated inventory checks, extra communication, and possible repacking. A proposed replacement may also sell out while we wait for your reply. The 1% voucher reflects these additional handling and coordination costs.
How long can Option C delay my order?
Most in-stock orders usually ship within 1 business day. During high order volume, picking may take up to 3 business days. Option C may add up to 3 additional business days, so total processing may be as long as 6 business days.
What happens if I choose Option C and do not reply?
After 3 business days without a reply, the unavailable item is refunded, no replacement is made, the remaining items are shipped, and the Option C 1% voucher still applies.
How is compensation calculated when several items are unavailable?
The option applies to all unavailable items in the order. Option A calculations use the combined actual amount paid for all unavailable items. Only one out-of-stock voucher is issued per affected order.
What should I do if my order has not shipped and I have not received an email?
If more than 5 business days have passed, check your spam or junk folder for a message from order@zoediy.com. If no email is found, contact ZoeDIY so we can verify your order status.
Final notice
Availability is confirmed during order picking. ZoeDIY will apply the option stored with your order. If no option is stored, Option B applies by default.
Most in-stock orders are shipped normally and usually leave within 1 business day. When order volume is high, order picking is normally completed within 3 business days.
Option A is recommended because it provides the highest compensation, but an exact color, design, finish, or appearance match cannot be guaranteed.
