Return Policy
RETURN POLICY
Last updated: July 22, 2026
All Pongo Zone products are made to order. Because each item is produced specifically for your order, we do not accept returns or exchanges for the wrong size or color, change of mind, or other customer ordering mistakes.
DAMAGED, DEFECTIVE, MISPRINTED, OR INCORRECT ITEMS
Contact us within 30 days of delivery if your item arrives damaged, defective, misprinted, or different from what you ordered.
Email support@pongozone.com and include:
• Your order number
• A description of the problem
• Clear photos of the entire item and the specific problem
• A photo of the shipping label when the wrong item was received
We may request additional photos or information. Approved claims will be resolved with an appropriate replacement or refund. The available resolution may depend on the circumstances and product availability.
Do not mail an item back unless Pongo Zone first provides written return instructions.
WRONG SIZE, COLOR, OR CHANGE OF MIND
We do not provide returns, exchanges, replacements, or refunds when the customer:
• Selects the wrong size, color, product, or style
• Changes their mind
• No longer wants the item
• Orders the correct item but does not like the fit
Please review product details and size guides carefully before ordering.
CANCELLATIONS AND CHANGES
Contact us immediately if you need to change or cancel an order.
Changes or cancellations are only possible before production begins and are not guaranteed. Once an order enters production, it generally cannot be changed or canceled.
SHIPPING ADDRESSES AND UNCLAIMED PACKAGES
Customers are responsible for entering a complete and accurate shipping address.
If a package is returned because of an incorrect or incomplete address, refusal, unpaid customs charges, unsuccessful delivery attempts, or failure to collect it, the customer may be responsible for reprinting and reshipping costs.
A free replacement or refund is not provided when the delivery problem was caused by incorrect information or actions by the customer.
LOST OR DELAYED PACKAGES
If tracking shows that a package may be lost, first check with household members, neighbors, building management, and the local carrier.
Contact us no later than 30 days after the estimated delivery date if the package still cannot be located.
Packages that are still moving through the carrier network are considered delayed, not lost. Weather, customs, carrier delays, and other circumstances outside our control may affect delivery times.
RETURN SHIPPING COSTS
When a return is required because of an approved manufacturing, printing, fulfillment, or shipping error, Pongo Zone will provide instructions and cover the approved return or replacement shipping cost.
Customers are responsible for costs caused by incorrect addresses, unclaimed packages, ordering mistakes, or other issues not caused by Pongo Zone or its fulfillment provider.
INTERNATIONAL ORDERS
International customers are responsible for customs duties, import taxes, and other charges imposed by their country unless those charges were collected during checkout.
Refusing or failing to claim a package because of customs charges does not automatically qualify the order for a refund or free replacement.
CONTACT US
Pongo Zone LLC
Email: support@pongozone.com
Please include your order number when contacting us. We normally respond within two business days.
Nothing in this policy limits consumer rights that cannot legally be waived.