Our support staff is available from 8am to 5PM CST. To allow our support staff to operate at maximum efficiency, we highly suggest using the support email support@zogena.com for any inquiries that you wouldn’t consider urgent. Otherwise, you may call (833) 692-4246.

Once we receive your order, it can take up to 3 business days to ship. Once shipped, it typically takes up to 7 business days to receive the package if being shipped ground. If you need to receive your package faster, there are other options available during checkout such as 2nd day or overnight shipping.

Always check to make sure your order was received! Once you have placed your order, be sure you see the confirmation page stating that your order was received, and a confirmation email will be sent to the email provided. Be sure to check your junk/spam folders as these emails can be filtered! If you did not see the confirmation page, if you did not receive an order number, or if you did not receive the confirmation email, your order likely did not go through.

We currently us USPS (United States Postal Service) and UPS.

If the order has not already been shipped, you may contact support to make this request and they will change the shipping address for you. If the order has shipped, Zogena will have to intercept the package before it is delivered to its destination. To do so will incur a fee from the carrier. That fee must be paid for prior to Zogena intercepting the package.

Yes! Once your order ships you will receive an email with tracking information. This is separate from your order confirmation email. Please allow up to 3 business days to receive the tracking information. If you have not received it after 3 business days, please contact support@zogena.com.

Depending on the carrier and the method of delivery, direct routes are not always available or may not be the fastest method to deliver your item(s). We also realize that carriers can make mistakes. If you’ve noticed an issue with tracking, please contact support@zogena.com.

Zogena offers a thirty-day (30-day) guarantee refund policy (less shipping and handling). The product should be returned to Zogena by following the requirements listed below:
(1) Obtain a Return Merchandise Authorization (RMA) number by contacting Support during the thirty day (30-day) window by sending an email to support@zogena.com. Notify Zogena support of what products are being returned and include an order number and date. The RMA number must be written on the exterior of each carton returned. RMAs are valid for fourteen (14) days from the date of issue.
(2) The product being returned must be in it’s original packaging.
(3) Return the product and the completed and signed RMA form to Zogena at the address found on the RMA form. Proper shipping carton(s) and packing materials are to be used in packaging the product(s) being returned. Zogena will not refund any product that is delivered damaged unless damage was indicated upon the request of the RMA and approved prior. All returns must be shipped to the address found on the RMA form. Shipping costs are the responsibility of the customer returning the product unless otherwise specified by Zogena management team and/or support. Zogena will refuse any return shipments sent shipping collect or COD. It is recommended that you chose a shipping method that allows tracking and delivery confirmation. Zogena is not responsible for lost or misdirected shipments. Zogena will not issue a refund for product that they do not receive. It is the responsibility of the Customer to trace, insure or otherwise confirm that Zogena has received the shipment. (4) Refunds will be issued by crediting the original credit/debit card used. Please allow seven (7) business days for processing of all refunds.
(5) Refunds issued do not include shipping and handling costs. Refunds are based on the purchase price of the product.
(6) It is the responsibility of the customer to make arrangements for the return of said product. Zogena will not pay any return shipping charges, all shipping charges will be the responsibility of the customer.
(7) If the order was placed and processed through the merchant account and NOT shipped, then Zogena will cancel the order and provide a 100% refund including shipping.

Please contact Zogena support within 5 business days of receiving the order.

Please include:
The order number
Distributor ID
picture of the entire box the order was shipped in
picture of the label on the box
picture of the affected product
confirmation of what is incorrect.

Once support receives this information, they will give instruction on the next steps.