Customer Service & FAQs

Sign in to your Zenlora account and visit Order Status to see real-time tracking, expected delivery dates, and the items in each shipment. You can also access Order Status from the My Account menu in the masthead.

You can edit or cancel most orders within a short window after they are placed—before they enter the warehouse processing stage. Open the order in Order Status and select Edit or Cancel. Once an order has shipped, it can no longer be cancelled, but it can be returned for a refund.

Orders may be cancelled if an item sells out before the order processes, if your payment method could not be authorized, or if the shipping address could not be verified. We will email you with the reason and any next steps.

Standard shipping typically arrives within 5–7 business days after your order ships. Express options are available at checkout for select items. Estimated delivery dates are shown on the product page and in your cart before you place the order.

Yes—most items can ship to PO Boxes, APO/FPO addresses, and to Hawaii and Alaska. A small number of oversized or hazmat items are restricted; the product page will indicate any limitations before you check out.

From Order Status, open the order and choose Edit Shipping Address if the order has not yet entered processing. Auto-Delivery shipments can be updated up to 5 days before the next ship date in My Account > Auto-Delivery.

Most items can be returned within 30 days of delivery for a refund of the purchase price. Some categories (jewelry, electronics, mattresses, and personal-care items) have specific guidelines noted on the product page. Use the prepaid Q Return Label included with your order, or print one from Order Status.

Sign in and go to Order Status, select the item you wish to return, choose a reason, and print your prepaid label. You can also schedule a UPS pickup so you do not have to drop off the package.

Refunds are issued to your original payment method once the warehouse receives and inspects your return—usually within 7–10 business days after delivery to the warehouse. Easy Pay installments stop automatically and any payments already made are refunded.

Easy Pay lets you split the cost of eligible items into interest-free monthly payments charged to the credit or debit card on file. There are no fees, no credit checks, and no impact on your credit score. Look for the Easy Pay icon on product pages.

Go to My Account > Manage Easy Pay Orders to view upcoming installments, change the card on file, or pay an installment early. Paying off the balance ahead of schedule does not affect your eligibility for future Easy Pay purchases.

On the Sign In page, choose Forgot Password and enter the email address on your account. We will send a secure reset link that expires after 24 hours. If you do not see the email, check your spam folder or contact Customer Service.

For your security, sign-in sessions automatically time out after a period of inactivity, when you change your password, or when you sign in from a new device. Re-entering your password protects your saved payment methods and addresses.

Contact Customer Service to request account closure. We will confirm any open orders or active Auto-Delivery plans before the account is closed and let you know about retained records required by law.

The QCard® is a private-label credit card from Synchrony Bank that offers exclusive financing on Zenlora purchases, special cardholder promotions, and Q Rewards on every purchase. Apply during checkout or from the QCard page.

Make a payment online through Synchrony Bank's QCard portal or by calling QCard Customer Service at 202 960 7846. Payments can also be set to auto-pay each month.

Go to My Account > Auto-Delivery, select the plan, and choose Skip Next Shipment or Cancel Plan. Changes must be made at least 5 days before the next scheduled ship date.

Yes—open the plan in My Account > Auto-Delivery and pick a new frequency from the dropdown. The next ship date adjusts automatically.

Enter your promo code in the Have a Promo Code? field on the checkout page and select Apply. The discount appears in your order summary. Only one promo code can be used per order, and codes cannot be combined with other promotional offers unless stated.

Promo codes have expiration dates and minimum-purchase or category requirements. Check that your cart meets the terms and that the code has not expired. Codes are also case-sensitive and cannot be applied after an order is placed.