Frequently Asked Questions
Shopping/Searching for Products
Ordering Products on the eStore
The Checkout Process
Order Confirmations/Order Status/Tracking
Changes to Orders/Expediting Orders
Returns
Cancellation Policy
Accessibility
Shopping/Searching for Products
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 category links on the top of the screen to navigate through the different sections of the eStore OR you can use the search box at the top of the page to search for general products or keywords.
For additional assistance, please email chasegifts@zorch.com.
Ordering Products on the eStore
Q: How do I know what gift messages are allowed or available with each product?
A: Each product page includes an “Option” drop down menu that lists all of the gift messages available with the product. When browsing the category, click on the image of the product to open the product page. Once you select the gift message from the drop down menu, you can add the gift to your Shopping Cart.
Q: How do I personalize the signature with my gift message?
A: Many gifts in the collection allow for personalized signatures. Please read the product description details carefully. If the item you are ordering can accommodate a personalized signature, please add your preferred text to the Notes section on the Shopping Cart page (lower left section) before proceeding to Check Out.
Q: What do I do if I need the products by a certain date?
A: 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 you need an item for a specific event/date, please enter that date in the Special Delivery Request section on the check-out page.
For additional assistance, please email chasegifts@zorch.com or call 866-226-1892.
Q: Why won’t the eStore 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, state and zip code. Also make sure your ship to country has been selected from the drop down.
Q: Can I ship the gifts directly to a client?
A: Yes, we can ship directly to your client’s addresses, however we highly recommend shipping to a business address if no one is home during the day to receive or sign for the delivery. If packages delivered to a residential address go missing or are stolen, we cannot guarantee they will be replaced free of charge.
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, you will receive an acknowledgement email indicating the estimated ship date for each line of your order. If your order is shipping from multiple locations, you will receive multiple emails. The estimated ship date is determined by the product and quantity you have ordered.
Q: How can I check to see if my order shipped?
A: Please visit the “My Account“ section of the eStore, then click on “My Orders.” Your order status and tracking numbers (when available) are provided for you. If you have any additional questions, please email chasegifts@zorch.com.
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 chasegifts@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 chasegifts@zorch.com and we will make every effort to accommodate your needs.
Q: What if I have special delivery instructions?
A: If you have special delivery needs for your order, please use the Notes box on the shopping cart page or if you prefer email chasegifts@zorch.com and reference your order number.
Q: A gift arrived damaged or incorrect. How do I get it replaced?
A: We are so sorry for the trouble! Please email chasegifts@zorch.com. We will respond within 2 business hours to assist with a replacement gift for your client.
Can these gifts be returned?
A: Please note, floral and food items cannot be returned, but can be credited or replaced if you are for any reason not satisfied with your order. Please reach out to chasegifts@zorch.com for assistance.
Please be aware of our Return Policy before requesting your return.
Return Policy: We will accept returned merchandise only if the product is damaged upon receipt, the item is defective (quality of merchandise does not hold up to manufacturer’s quality standards) or the incorrect type of merchandise was shipped in error. This can include the incorrect color, size, quantity or just outright the incorrect product. All other reasons for returns will not be accepted.
Defective products may be returned up to 30 days from ship date. Please contact chasegifts@zorch.com for a Return Merchandise Authorization Form (RMA) and RMA number.
If you have any additional questions, please email chasegifts@zorch.com or call 866-226-1892.
Q: What is your cancellation policy?
A: 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: Can I change the quantity of items I ordered?
A: Although we 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 us immediately at 866-226-1892.
Q: Are your sites compliant with WCAG guidelines?
A: Zorch is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for all site visitors, and applying the relevant accessibility standards.
The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Zorch eStores are partially conformant with Level A and AA requirements. Partially conformant means that some parts of the content do not fully conform to the accessibility standard.
We welcome your feedback on the accessibility of our eStores. Please let us know if you encounter accessibility barriers when shopping with Zorch by reaching out to us using the below information, or visiting the “Contact Us” section of this site.
- Phone: 312.751.8010
- Email: contact@zorch.com
- Postal Address: 500 W. Madison Street, Suite 1550, Chicago, IL 60661, USA